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Policy & Procedures: Patient Time-of-Service Collections

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Policy & Procedures: Patient Time-of-Service Collections

Jeff Pendino

1 hour recorded audio and power point

Recorded on September 25, 2016

Course Description:  Patient financial responsibility management is critical to a healthy urgent care business and trends towards consumer driven healthcare are changing both provider and patient expectations. Learn the components of patient financial responsibility as well as how to measure and set goals for your staff. Explore how to maximize patient time-of-service collections through best practice processes and understand how training affects your success. We will look at potential seasonal trends and examine the real cost of not collecting at the time-of-service along with strategies to gain the most value.

Learning Objectives:

At the conclusion of this session the learner should be able to:

Recognize the types of patient financial responsibility and describe how they are derived in an urgent care setting
Describe insurance coverage trends and drivers that affect patient financial responsibility
Recall best practice measurement methodologies
Construct goals and incentivize performance of the center’s team
Implement a process and establish policies for maximizing patient time-of-service collections.

Faculty Bio: Jeff Pendino is the Chief Administrative Officer for Access Clinical Partners (ACP), a national urgent care provider seeking to revolutionize the way consumers access and experience healthcare. ACP develops and operates its "GoHealth" next generation urgent care clinics in a seamlessly integrated manner with its market leading health system partners.   Mr. Pendino is a seasoned executive with experience in many aspects of healthcare including clinic operations, purchasing, revenue cycle management, hospital and health system partnerships, physician relations, payor contracting, health IT systems and data analytics.  He leverages a broad knowledge base to improve efficiency, streamline operational processes, drive change and deliver value in quality healthcare.


Financial Disclosures:  The above faculty had no financial disclosures

Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase.

Urgent Care Management Certificate (UCMC) Credit 
This course is designated for 1 credit of Human Resources towards the Urgent Care Management Certificate.

Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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