Certified Revenue Cycle Representative (CRCR) Practice Exam

Which practice is recommended as part of HFMA's Best Practices for medical account resolution?

1. Establish policies and ensure that they are followed

2. Avoid contacting patients regarding their debts

3. Only accept cash payments

4. Use aggressive collection tactics

The correct answer is: Establish policies and ensure that they are followed

Establishing policies and ensuring that they are followed is a fundamental practice in the medical account resolution process. This approach promotes consistency and accountability throughout the revenue cycle, guiding staff on the appropriate steps to take when handling patient accounts. By having clear, documented policies, healthcare organizations can optimize their operations, enhance compliance with regulations, and reduce the risk of disputes related to billing practices. In addition, well-defined policies support staff training and development, which is essential for effective patient interactions and resolution of accounts. Adherence to established procedures fosters trust with patients, as they can expect a standardized approach to their account management. This is particularly important in building strong patient relationships and improving satisfaction. In contrast, avoiding contact with patients about their debts undermines the revenue cycle's effectiveness and can lead to unresolved accounts and increased financial strain on the healthcare provider. Accepting only cash payments could limit patient access to healthcare services and create barriers for many individuals. Aggressive collection tactics can damage patient trust and harm the provider’s reputation, often leading to legal issues and reducing the likelihood of successful future collections. Therefore, establishing and following comprehensive policies is the recommended best practice for medical account resolution.