VOL. 2, ISSUE 4 | SEPTEMBER 2023
XiFin RPM Enhancement Helps Automate Patient Information Gathering and Reduce Error Processing
Certain types of claim errors inevitably require information from the patient. Perhaps the patient has new insurance or a new address that they neglected to update with their provider. In these cases, traditionally, the laboratory or other diagnostic provider would have to either: ■ Send the patient a letter and wait for the patient to contact them, or ■ Attempt to reach the patient on the telephone to get the required information Both of these paths take time and effort and incur customer service expenses while also delaying reimbursement. Often, multiple attempts are required to reach patients and get a response. Sometimes, as a last resort, the patient is billed, but this results in a phone call from the patient, and the patient’s displeasure is often shared with the ordering physician’s office, which can have a negative reputational impact on the diagnostic provider. New capabilities help resolve these issues XiFin RPM now provides two new capabilities to help resolve these issues and expedite clean claim submissions. These new capabilities streamline the process required to gather missing or updated information from patients. 1. QR codes can be added to patient correspondence letters. When the patient receives the letter, they scan the QR code using the camera on their mobile device. This takes them to the XiFin patient portal, where they can quickly provide any missing information or update information that is no longer current. 2. Suppose the patient has opted-in to receive electronic communications. In that case, they can now receive an email or SMS text with a link to the XiFin patient portal, making it even faster to request the needed information and complete the claim submission process. Patients are guided through how to opt-in to receive electronic communications via the XiFin patient portal user interface.
Most patients appreciate the self-service nature of these new options. They no longer have to call and talk to someone to resolve these issues. It’s important to note that patients do not have to set up an account to use the XiFin RPM Patient Portal. AI-enabled RCM workflow has arrived Also part of patient error processing resolution, XiFin RPM now includes AI-enabled workflows to help obtain missing information in a more streamlined and automated fashion. Getting detailed insurance information from patients can be arduous since some of the information needed to process a claim isn’t readily available or known by patients. Consider when a patient provides their subscriber identification number for their insurance provider at the time of service. At this point, physicians and their office staff must verify eligibility, confirm benefits coverage, and provide their patient an accurate estimate of their out-of-pocket expenses. Unfortunately, the subscriber ID is insufficient to get this information accurately. XiFin RPM can now utilize an AI-powered Payor Discovery model to determine the underlying payor plan details needed for accurate eligibility verification, benefit coverage, and patient responsibility estimation. To learn more about XiFin RPM AI-enabled workflows, watch the recent XiConnect webinar “ Unlocking RCM Potential: How AI is Shaping XiFin Workflow. ” XiFin is always looking for new ways to make the revenue cycle management (RCM) process easier for our customers, their clients, and patients. These enhancements are just the latest investments in further streamlining the RCM process. If your organization would like to see a demonstration of these latest enhancements, please contact your Customer Success Manager (CSM), or for outsourced billing services customers, please contact your Customer Account Manager (CAM).
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