Finance
Q&A: SVP of Finance at Novant Health Discusses Revenue Cycle Success
Novant Well being lately consolidated its billing and established a greater end-to-end affected person expertise.
The affected person monetary expertise is cumbersome and billing statements could be onerous to navigate for the common affected person. Because the affected person monetary expertise begins to play a bigger position in a company’s general success, income cycle leaders are actually turning to streamlined expertise for invoice pay to create a optimistic affected person monetary expertise, shield sufferers from shock medical payments, and permit income cycle employees to spend extra time on significant work.
Doing so, although, will not be at all times simple.
A whole lot of organizations rely solely on mail, e-mail, and/or EHR communications to succeed in sufferers, which hinder sufferers who intend to pay their payments however are in the end left annoyed with their expertise.
Acknowledging this hole in its personal affected person monetary expertise, Novant Well being’s Senior Vice President of Finance, Geoff Gardner, determined the group wanted to consolidate hospital and doctor group billing and established a greater end-to-end affected person expertise for invoice pay although e-mail billing and textual content notifications.
This, Gardner says, achieved the next outcomes for Novant Well being: A 90% affected person satisfaction rating, 87% of collections now fully self-serviced, a 43% drop in days to gather, and nine-times the return on funding.
Gardner lately chatted with HealthLeaders about Novant Well being’s journey in establishing this income cycle success.
HealthLeaders: What prompted Novant Well being to search for an answer to streamline its monetary and billing expertise?
Geoff Gardner: For years we have been working to modernize and enhance our client expertise and income cycle group. We had beforehand relied on mail, e-mail, and MyChart to succeed in our neighborhood. Whereas we noticed some gradual and regular enhancements, we knew we wanted a totally revamped course of to ship on the simplified affected person billing expertise we envisioned.
HL: Healthcare has been going by way of a variety of turmoil and upheaval lately, and it has been very financially difficult. Are you able to share your expertise and the way expertise has helped Novant Well being see an increase in collections?
Gardner: Like many different well being programs, Novant Well being has skilled monetary challenges akin to inflationary pressures on wages, provides, and medicines. Along with that, the need of using contract scientific labor has pushed a cloth enhance in expense throughout the system.
We launched Cedar Pay, a affected person engagement and fee platform that integrates into our Epic system, throughout each hospital billing and doctor billing.
After implementation, we have seen each an increase in collections and a serious lower in time to gather. Particularly, over a 12-month interval, money collections elevated by tens of tens of millions, whereas time to gather has dropped by over 40%. And, along with the monetary affect, our affected person satisfaction improved dramatically, now sitting at 90%.
Pictured: Geoff Gardner is the Senior Vice President of Finance of Novant Well being. Photograph courtesy of Novant Well being.
HL: What adjustments do you see for the affected person monetary expertise inside the subsequent couple of years, particularly in gentle of the No Surprises Act and worth transparency rule?
Gardner: In gentle of latest laws round worth transparency and shock billing, it’s important that suppliers take heed to their sufferers and discover methods to have interaction that work for them. A part of the explanation we determined to implement new expertise was as a result of we needed to optimize our billing expertise on cell units. I am positive we’ll see this pattern persevering with—each at Novant Well being and throughout well being programs usually. Suppliers must be empowering sufferers with a digital-forward expertise that helps sufferers perceive their payments and the way insurance coverage advantages apply.
HL: Are there any further options or methods you intend to leverage sooner or later to additional enhance the affected person expertise and/or your income cycle operate?
Gardner: Our income cycle management crew is consistently searching for methods to enhance our varied processes and the way our sufferers expertise the fee course of. We’re searching for new methods to automate sure workflows by way of robotic course of automation and AI in order that our groups can give attention to the best worth work. Along with that, the pre-service expertise is on our radar, and we’ll be working to modernize and enhance that sooner or later.
HL: What suggestions do you might have for different leaders seeking to digitize sure income cycle processes?
Gardner: I might suggest partnering with a technology-forward vendor that understands the total healthcare billing journey from end-to-end and actually understands what customers need. Combining acute and ambulatory right into a unified affected person expertise was one thing we had needed to do for a very long time. We would requested a number of different distributors, however we went with the one which mentioned they might do it and delivered on that promise.
Amanda Norris is the Income Cycle Editor for HealthLeaders.
Finance
AM Best Upgrades the Financial Strength Ratings for Employers Holdings, Inc.’s Operating Subsidiaries to “A” (Excellent)
RENO, Nev., Jan. 08, 2025 (GLOBE NEWSWIRE) — Employers Holdings, Inc. (NYSE:EIG), a leading provider of workers’ compensation insurance, is pleased to announce that AM Best has upgraded the Financial Strength Rating (FSR) of each of its insurance companies to A (Excellent) from A- (Excellent) and their Long-Term Issuer Credit Ratings (Long-Term ICR) to “a” (Excellent) from “a-” (Excellent). Concurrently, AM Best has upgraded the Long-Term ICR of Employers Holdings, Inc. to “bbb” (Good) from “bbb-” (Good). The outlook of each of these credit ratings has also been revised to stable from positive.
“This upgrade reflects our unwavering commitment to financial strength and operational excellence,” said Katherine Antonello, President and CEO of Employers Holdings, Inc. “Our focus on disciplined underwriting, prudent risk management, and strategic investments has positioned us strongly in the workers’ compensation insurance market. This reinforces our ability to provide reliable, trusted, high-quality coverage to small businesses across the nation.”
According to a news release from AM Best, the rating upgrades are driven by Employers’ balance sheet strength, which AM Best assesses as strongest, as well as its strong operating performance, limited business profile, and appropriate enterprise risk management. AM Best also noted Employers’ consistent underwriting profitability and improved underwriting margins, resulting from its multi-focus, multi-year strategy emphasizing adequate pricing, proper risk selection, expedient claims handling, and conservative investing.
As a leading provider of workers’ compensation insurance, Employers remains dedicated to serving small and mid-sized business policyholders in low to medium hazard industries. For more information about Employers and its subsidiaries, please visit www.employers.com.
AM Best is the world’s oldest and most authoritative insurance rating information source. For the latest ratings, visit www.ambest.com.
About EMPLOYERS
Employers Holdings, Inc. (NYSE: EIG), is a holding company with subsidiaries that are specialty providers of workers’ compensation insurance and services (collectively “EMPLOYERS®”) focused on small and mid-sized businesses engaged in low-to-medium hazard industries. EMPLOYERS leverages over a century of experience to deliver comprehensive coverage solutions that meet the unique needs of its customers. Drawing from its long history and extensive knowledge, EMPLOYERS empowers businesses by protecting their most valuable asset – their employees – through exceptional claims management, loss control, and risk management services, creating safer work environments.
Finance
Recruiting Journeys | Finance: Max Yamamoto ’24, Dimensional Fund Advisors
What was your recruiting journey like?
In the first year of my MBA, I applied to internship positions at investment management firms. Unlike consulting or investment banking, the process is not very structured. I found a bunch of firms by doing research on the internet, utilizing a list of employers created by the Career Development Office (CDO), and making cold calls to alumni or people inside the company. I applied to about 50 internships, and eventually landed one at Dimensional Fund Advisors.
I didn’t immediately get a return offer at the end of my summer internship. When I returned to SOM in the fall, I started to re-recruit for full-time jobs, but ultimately a position opened up at Dimensional Fund Advisors, and I accepted a full-time offer.
Which SOM classes prepared you for your current role?
Quantitative Investment, a core class for the Master’s in Asset Management program taught by Professor Toby Moskowitz, teaches you to research financial markets with a quantitative review. It’s directly related to what I’m doing right now, and has been very helpful. Another important core course was Asset Pricing Theory, taught by Professors Saman Majd and Jeffrey Rosenbluth; we learned how the market works and how you should view the market based on mathematical or financial theory. A third course is Employer, which is now called Workforce. What I learned in that class helped me understand how a company works, and prepared me to navigate professional culture in my internship and current role.
Finance
Financial Services Legislation Is in the Spotlight as the 119th Congress Settles In | PYMNTS.com
The 119th Congress has now been seated, and is poised to consider, to take up — or to scuttle — financial services legislation that may touch on everything from credit cards to earned wage access (EWA) to digital assets.
The incoming majorities belong to the Republicans, of course, and it’s no secret that president-elect Trump and other members of his party have expressed misgivings about the Federal Deposit Insurance Corp. (FDIC) and the Consumer Financial Protection Bureau (CFPB), and the roles and scope of those agencies are as yet undetermined.
The House Financial Services Committee now is being chaired by Rep. French Hill, R-Ark. The Senate Banking Committee is being chaired by Sen. Tim Scott, R-S.C.
What May Be Up
As for what may still be considered “outstanding”:
Front and center will be what happens with the Credit Card Competition Act. It’s been a long road for the CCCA, which, among other things, would enable card payments to be routed over at least one network that competes with Mastercard and Visa. Since being introduced in 2023, the act has been stalled in Congress, and should it be taken up again, there’s no surety that it would make it through into law, but it may indeed come up for debate. Now vice president-elect JD Vance had signed on to the bill.
At issue will be the ways in which the bill would change the dynamics of the card industry. Supporters say that the routing provisions would open up competition. But as Karen Webster noted in a recent column, “Notwithstanding a lack of understanding of how dual routing would work for credit card transactions, the flaw in Sen. Durbin’s bill is a lack of understanding of how the current credit card ecosystem works. And, more fundamentally, how platform ecosystems ignite and scale — and are monetized.”
Separately, the Earned Wage Access Consumer Protection Act would define EWA providers and sets strict operational boundaries, specifically regulating both employee-sponsored programs and direct-to-consumer offerings.
Digital Assets
There have been various attempts to have legislation that would set frameworks for digital asset markets to be structured. One bill, the Financial Innovation and Technology for the 21st Century Act passed in the House but did not make it through the Senate. The act would, among other things, set standards for digital assets and consumer protections, and segregation of funds.
Crypto and artificial intelligence (AI), of course, will also be on the agenda.
In an interview with PYMNTS, Mike Katz, a partner in Manatt, Phelps and Phillips Financial Services Group, said that “despite the razor-thin Republican majorities, there is a growing bipartisan consensus in Congress around the need for thoughtful, innovation-focused crypto and AI legislation,” adding, “It will be interesting to see if any digital asset bills are part of the tax-and-border-focused reconciliation package already being discussed in Congress. I’d expect a strong stablecoin bill to move quickly given existing bipartisan support.”
And he added: “Keep an eye out early in 2025 for a repurposed or chopped up version of the pro-crypto bill FIT21 [which passed the House with a large bipartisan majority in May]. Regardless of form or timing, new legislation will finally provide clarity on the questions of whether crypto assets are ‘securities’ or ‘commodities’ … and on which regulatory authority is charged with oversight.”
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