Mark Peterson, CEO, Diamond Healthcare Communications
Technology adoption in healthcare is growing and patients are becoming more comfortable communicating with their providers digitally. This acceptance has grown to encompass patient obligation and payment communications. It is only a matter of time before the offline and digital lines will become permanently blurred and patients demand seamless multi-channel communication options. Vendors who provide revenue cycle communications must be able to meet this demand with an array of technology and communication solutions, ranging from cross-device communications, digital and e-notifications for statements, as well as online and mobile payment applications.
As more financial risk and obligation continues to be pushed down to the patient, providers are becoming increasingly more aware of the important role that their communications play in compliance, payment, and satisfaction. Diamond Healthcare Communications (DHC) gives providers and third party Revenue Cycle Management (RCM) companies, the ability to create and deliver patient statements extracted from almost any HIS, enterprise EHR, or Practice Management system, regardless of the quantity or frequency of processing. “Our technology solutions are married with sophisticated programming that creates variable, full-color printed or companion digital statements that have embedded customized messaging and graphics,” begins Mark Peterson, CEO at Diamond Communication Solutions, the parent company of DHC.
“DHC does not believe in intuition alone,” continues Jim Ransel, Vice President and General Manager. As a data-driven company, “we combine the art and science of communications to help providers design, create, and deliver the most effective online and offline statements and documents.” Their Viewer Attention Analysis (VAA) tools combine software built by PhDs and neuroscientists with their deep understanding of successful document design to provide proven analysis of how patients will view their statements.
Our uniqueness lies in the patient-focused custom statement solutions we provide that not only boost provider productivity, but also reduce costs, and improve A/R
DHC runs all of their “provider-preferred” statements through this analysis to ensure both patient understanding of their obligation and their motivation to make the required payment.
VAA can be used for everything from printed documents to emails to web pages. Design elements such as contrast, font treatment, background or color highlights, whitespace, and graphics are all taken into consideration when determining probability scores for the most effective use of content. The software provides three unique views of the statement; a heat map showing where the patient’s eye will go in the first 3-5 seconds as he scans the statement, a sequence map providing insight into how the patient will read through the statement, and a regional placement of the most important information in areas with the highest impact. DHC then evaluates the reports to determine how effectively the statement is laid out to encourage the best comprehension.
By designing in ways that attract attention to a provider’s key messages during pre-attentive processing, the patient is more likely to continue reading your statement—and to ultimately act on it.
The statement of the future will not only provide paper communication and payment options, but it will also be accompanied by SMS/text and email communication that directs the patient to either the provider or third party portal to view their statement, make payments, or establish a recurring payment plan.
Diamond Healthcare Communications has built a reputation as a partner who understands document design and delivery. With their focus of delivering over 15,000,000 statements every month, they are uniquely qualified to stay ahead of the trends, and to be offering improved methods of cross channel patient communication to ensure improved patient satisfaction and accelerated provider payments.