This session puts emotional intelligence at the center of patient financial communication. You know your patients better than anyone... the between the lines knowledge and senses on how to best approach and connect to carry out collaborative policies. THAT is emotional intelligence. We'll clarify commonly debated issues—defining prompt pay laws, discounts, disclosure, and payer expectations—then explore how self-awareness and Emotional Intelligence (EI) shape conversations around financial responsibility with patients, staff… and provider’s involvement. Patients are also experiencing sticker shock with Healthcare and are sometimes a bit challenging to collect 100% of their financial responsibility without a little extra TLC. We cover ways to identify a possibly troublesome patient and how to handle in a confrontational situation. Using cited case studies, we'll show how Emotional Intelligence drives measurably better collections performance and profitability. Learn to apply relationship management and emotional awareness to your own leadership and communication style, and build a team-based, personalized approach to collections that's fair to patients and enhance predictable profits.
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Series made possible with the support of Athelas
The founder of Evolution Healthcare Consulting, Susan Fink Childs has over 30 years of experience in healthcare, serves as a medical practice advisor for a diverse array of physicians and medical systems. Susan serves as coach, educator, workshops and training in communications nationwide. Her trusted and proven approaches help practices establish conscious processes that actively promote self-awareness, creating high performance symbiotic teams. As an orator, thought leader, and communications specialist, Ms. Childs is a national speaker and international author on emotional intelligence and leadership, communication, collaboration, operations, and conflict resolution. Her established professionalism relates to leadership and Emotional Quotient.