Medical Bills, Patient Portal Insight and HIT Friends in Need

Posted on August 15, 2013 I Written By

As Social Marketing Director at Billian, Jennifer Dennard is responsible for the continuing development and implementation of the company’s social media strategies for Billian’s HealthDATA and Porter Research. She is a regular contributor to a number of healthcare blogs and currently manages social marketing channels for the Health IT Leadership Summit and Technology Association of Georgia’s Health Society. You can find her on Twitter @JennDennard.

HIT Friends Support a Great Cause
Blogging and social networking are of course great drivers of information and thought leadership, and they can also be very effective in spreading the word of friends in need. I found out through these avenues about the healthcare challenges of three-year-old Little James, recently diagnosed with a brain tumor, and the fundraising efforts of Todd Stein at Amendola Communications to alleviate the burden of his mounting medical bills. You can read about his healthcare challenges here. Prayers and donations are immediate needs. I wonder if any organization out there might step up and match donations.

Speaking of Medical Bills
On a lighter note (sort of), I laughed out loud when I saw an explanation of benefits for my recent surgical procedure.

savings

Thankfully, I do not truly owe anywhere near that amount due to insurance coverage. I shudder to think how the uninsured pay for life-saving procedures they can’t afford. Yes, hospitals can work out monthly payment plans for anyone, but if an extra $50 a month means less gas in the tank to drive your kids to school … I now find myself tediously combing over statements from the hospital and explanation of benefit statements from my insurance company to make sure they match up.

More Healthcare Cost Transparency News
A company called Change Healthcare is getting into the cost transparency game, having just secured $15 million in funding to further develop its Transparency Messenger product, which, according to the company, compiles health plan and claims data to devise algorithms that determine cost of service. It then uses health plan holders’ or employees’ demographic information and personal preferences for care to look for savings.

Customer Service in Healthcare
In contrast to the financial distress that comes with unexpected medical procedures, I must share with you a thank you note from my surgical team. While I appreciate the gesture, I’m wondering if they’ve charged me for it!

thankyou

All kidding aside, this gesture highlights the increasing importance providers are placing on customer service. To learn more, check out “Why Customer Service Matters in the Healthcare Industry,” by James Merlino, MD, of the Cleveland Clinic.

Patient Portal
I haven’t yet logged back into my patient portal – thankfully having no need to right now. My last doctor’s visit prompted me to ask if I could access my latest pathology report via the portal. My doctor sidestepped the question and promptly presented me with a paper copy, which will likely be a good thing, as he and my dermatologist don’t seem set up to share patient information electronically. That seems to be a provider choice, and not necessarily due to poor portal design.

Speaking of patient portals, I highly recommend you take a look at Dr. Michael Koriwchak recent blog over at WiredEMRDoctor.com. “My First Year with a Patient Portal” gives us patients a better idea of what works and what doesn’t from the practice perspective.