Communicate early and often To help patients get an idea of what their lab bill might be, consider utilizing technology that allows for the lab to proactively communicate with a patient after their test has been performed — but before they receive the bill. Labs must also offer multiple options for communication, especially as technology-based interactions continue to rule today. These can include patient portals, text and email, as well as standard mailed information and call centers.
Determine eligibility and minimize denials with technology Verifying patient insurance, deductibles or copays can be a challenge, so adopting automated eligibility tools can be very helpful. These can also help when it comes to preventing unnecessary denials. Solutions that offer real-time feedback are ideal for these kinds of tasks.
Offer alternatives for cost-conscious patients Developing processes like payment plans, discounts for cash payments or information on charity programs is helpful for patients who may otherwise decline services due to price or financial status. These options offer them ways to have the test they need rather than forgoing it due to cost.
Accessing and understanding diagnostic data On top of issues related to cost, patients also run into challenges when it comes to accessing and understanding their information. With the progression of consumerism in healthcare, patients will also require these things in addition to increased engagement and cost transparency. Lab data is a vital part of this picture, and improvements in technology and engagement strategies are helping to increase patient connectivity with their data. However, patients also need to be able to translate this data into actionable insights. This is where diagnostic leaders and physicians can work together to help communicate lab results and translate them into meaningful information for patients.
According to a 2018 survey by Accenture, a majority (67 percent) of U.S. residents who access their electronic health records (EHRs) found lab test results to be the most helpful EHR information among prescription medication history, physician notes and more. This points to the fact that patients are already seeing the lab’s value, and that labs will need to adapt to meet the consumer demand for data access via digital and mobile devices. This is especially true as we continue to see an evolution in where and how lab testing is being performed — from genomic profiles replacing certain tests, to home-based testing becoming more popular.
