MGMA: Medical practices focused on customer service, revenue cycle training
Last year's poll saw MACRA being top of mind, but flexibility with that policy has eased their worry.
A new MGMA poll shows that medical practices leaders are looking to customer service and revenue cycle issues as major focus areas to improve their staffs' training and education.
The poll results showed 47 percent said customer service was the top area their staff needed more training. Next highest was revenue cycle issues, which 20 percent said would be a top focus for staff education. Government relations, leadership development and "other" areas followed, but none garnered more than 13 percent of responses.
[Also: MACRA 2018 revisions meet with broad support but groups call for fine tuning]
Customer service training can include anything from how staff handles incoming phone calls, online patient engagement and building trust with patients through better communication, MGMA said.
"Any customer-facing organization must be focused on delivering a high level of customer service, and medical practices face this challenge with patient satisfaction playing an increasing role in reimbursement and physician compensation."
In 2016, a top response from Stat responders was MACRA compliance, as providers and groups were facing down the first performance year, albeit with scaled back reporting requirements thanks to the pick-your-pace option. In 2017, medical groups across the country continue to navigate the new rule, with its 2018 revisions under review and public comment.
[Also: Communication, training, education should lead revenue cycle operations, HFMA policy expert says]
For practice administrators, it is essential to understand that they don't just lead organizations, they must also nurture them, especially physicians and staff members. Balancing one's leadership style according to the specific strengths and weaknesses organization is crucial.
"Understanding those differences can be a first step to finding new leadership styles best suited for change management in a medical practice setting," MGMA said.
Twitter: @BethJSanborn
Email the writer: beth.sandborn@himssmedia.com
