How to Support and Engage Patients During COVID-19

By: Laurie Heavey, VP, Marketing

CentraCare is an eight-hospital health system in central Minnesota and a back-to-back winner of the ClearBalance® Top Performer award. Sherri Liebl, Executive Director of Revenue Cycle, recently spoke with Susan Morse, Managing Editor at HIMSS Media. During their HIMSS TV interview, Sherri shared six strategies to engage patients amid COVID-19. CentraCare has supported patients during the past seven months through proactive outreach, communication and solutions to address payment concerns. In this short video, Sherri offers their tactics:

• Work with patients up front to discuss insurance coverage, ensure they understand their out-of-pocket costs and offer payment options such as long-term financing
• Convert in-person financial counseling to real-time video visits
• Be aware of business closures throughout the region to ensure proactive patient outreach and financial counseling, in case their circumstances have changed for insurance coverage
• Lean on existing revenue cycle service and technology partners to help during COVID-19

Feedback on CentraCare’s efforts has been extremely positive. Patients and families appreciate the organization’s transparency, compassion and willingness to assist financially. Going forward, the organization will continue to meet patients with solutions wherever they want to be met — at the beginning, middle or end of their care journey. View the full HIMSS TV interview here.