By Matt Wolfe, Vice President of Revenue Cycle Management
In today’s evolving healthcare landscape, the phrase “patient experience” can sometimes seem like jargon rather than a true priority. But at Regent Surgical, patient experience is a core principle and a key differentiator in how we’ve operated for the past 20 years – and with an NPS of +93, it’s something we proudly stand behind. We don’t just talk about why we care about our patients’ surgical experiences – we live it.
While many ASCs focus solely on increasing case volumes, we continuously ask ourselves a more important question: Would patients recommend our centers to loved ones? The answer lies in the thoughtful integration of efficient revenue cycle management (RCM) solutions that streamline operations and improve financial transparency.
Listed below are four ways our RCM strategies directly contribute to the kind of patient experience we believe every ASC should strive to deliver:
- Transparent Pricing & Accurate Estimates
One of the most important aspects of the patient’s journey is understanding their financial responsibility for the care they receive. At Regent, we work closely with centers to provide clear, accurate estimates before the date of service. Such transparency fosters trust and can play a key role in increasing satisfaction.
When patients understand their financial responsibilities upfront, they’re also more confident and less likely to feel blindsided by unexpected bills. It helps avoid costly refunds and disputes that can negatively impact interactions with our team.
- Faster, More Accurate Claims Processing
Regent Surgical’s central business office maintains a 99% clean claim rate (successful processing and payment on the first submission) and keeps claim denials under 2%. In contrast, the national averages range from 75% to 85%, and 6% and 13%, accordingly. This level of accuracy allows for faster claim submissions, quicker reimbursements, and shorter turnaround times for billing patients.
Why do these statistics matter? Reduced wait times and fewer billing errors lead to clearer financial expectations, fewer billing disputes, and a smoother overall experience.
- Enhanced Patient Communication
Sound patient communications begin with a confident internal team. We are in the process of standing up a patient financial services team to enhance communication and support, ensuring patients have a clear understanding of their financial responsibilities. By bridging the gap between financial operations and patient care, our team assists individuals by explaining:
- Estimated out-of-pocket costs for treatments and procedures
- Explanation of benefits information from insurance providers
- Payment options, such as financing plans and online payment portals
- Billing timelines and the process for receiving and paying bills
When paired with center-level communication around appointment reminders and payment notifications, these efforts help keep patients informed, engaged, and confident throughout their care journey. A positive financial experience can significantly impact patient satisfaction, loyalty, and overall trust in the healthcare provider.
- A Minimal Emotional Toll
Financial stress can significantly impact a patient’s overall experience, especially during a time that may already be emotionally and physically challenging. In fact, one study found that over half of insured Americans reported that paying for medical bills has been stressful, with nearly all stating that this stress has affected their physical and mental health.
At Regent, we aim to reduce that burden through:
- Ongoing communication
- Transparent billing practices
- Payment flexibility and financial counseling
When you combine exceptional surgical care with a seamless financial experience, patients feel supported both clinically and administratively. That’s how we turn a potentially stressful episode into a positive reflection of our care teams and organization.
Efficient RCM is not just about improving back-office operations; it’s a vital component of the broader patient experience. At Regent Surgical, we believe that by integrating operational excellence with compassionate, transparent care, we’re not only delivering better outcomes, but we’re also redefining what patients should expect from an ASC.