Developing a mission-compatible, time-of-service collections program

Area of Science:

• Healthcare Administration
• Financial Management in Healthcare
• Patient Services

Background:

• Organizations aim for comprehensive revenue cycle management.
• Serving underserved populations presents unique financial challenges.
• Effective collections are crucial for financial sustainability.

Purpose of the Study:

• To explore the rationale behind implementing a time-of-service collections program.
• To describe the process of selecting, developing, and implementing such a program.
• To illustrate how financial policies can align with organizational missions.

Main Methods:

• Qualitative exploration of an organization's strategic decisions.
• Description of a phased implementation process for a new collections program.
• Case study approach focusing on policy development and integration.

Main Results:

• A comprehensive, time-of-service collections program was identified as a key goal.
• The implemented program successfully blended prudent financial policies with patient service.
• The organization maintained its commitment to serving underserved communities.

Conclusions:

• A well-designed collections program can support both financial health and patient care.
• Strategic alignment of financial practices with organizational mission is achievable.
• Time-of-service collections can be effectively implemented even within service-oriented groups.