A conversation with Laura Lay, BSTM, CRCR, CHFP, Vice President of Revenue Cycle at Fisher-Titus Medical Center
Q: Laura, can you share how Fisher-Titus integrates patient advocacy and financial assistance into its mission?
A: At Fisher-Titus, breaking down biases and misconceptions about hospital financial assistance is a core part of our mission. Many people are either unaware of these programs or assume they don’t qualify. We’re extremely committed to promoting health equity and encourage everyone to seek care, regardless of their financial situation. Implementing the Breez Health Financial Assistance Platform has been a game-changer in ensuring out-of-pocket costs are not a barrier to our patients.
Q: The need for privacy in small communities is paramount. How does Breez help in this regard?
A: Breez’s platform allows patients to engage with our financial assistance program without an often-uncomfortable human-to-human conversation. In a close-knit community like ours, where patients are also friends and neighbors, discussing financial constraints can be challenging. The platform allows individuals to confidentially self-screen for financial assistance from home, improving accessibility and reducing stigma.
Q: With the introduction of Breez, how has the application process for financial assistance changed at Fisher-Titus?
A: Before Breez, the process was cumbersome, involving paper applications and snail mail, which delayed decisions on essential healthcare services. Now, applications and supporting documents are submitted online, streamlining the approval process and allowing us to respond quickly, even overnight. This efficiency has been transformative for both patients and our revenue cycle management teams.
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Q: Have you seen an improvement in patient equity since implementing the Breez program?
A: Absolutely. We track the financial assistance provided and have noticed a substantial increase in applications and approvals. The end of the public health emergency saw many lose Medicaid coverage, and our platform has been instrumental in bridging that gap. By simplifying the application process, we’ve enhanced financial clearance efforts and helped reconnect individuals with necessary coverage.
Q: Can you compare the financial assistance figures before and after implementing Breez?
A: The impact is significant. We went from averaging about $60,000 a month in financial assistance to around $90,000, with peaks over $150,000. This uptick reflects our enhanced ability to inform and assist the community, proving that accessible help encourages more people to seek the care they need when they need it.
We went from averaging about $60,000 a month in financial assistance to around $90,000, with peaks over $150,000.
Laura Lay, BSTM, CRCR, CHFP, Vice President of Revenue Cycle
Fisher-Titus Medical Center
Q: How does offering more financial assistance align with the goals of Fisher-Titus and potentially other hospitals?
A: Expanding financial assistance is a win-win. It prevents debts from becoming uncollectable while ensuring patients don’t forego necessary treatments due to cost fears. For a community-focused health system like ours, facilitating access to care improves overall community health—a goal every hospital should strive for. By offering assistance proactively, we foster a trusting relationship with the community, encouraging them to seek care without the burden of debt. This approach not only supports patient well-being but also strengthens our role as a community partner.
Q: What advice would you give to other hospitals considering a similar approach?
A: Starting somewhere is better than not starting at all. Don’t overlook the potential of patient-friendly partners like Breez that benefit both the community and your institution. Boosting the efficiency and effectiveness of your financial assistance program is crucial for patient care and affordability, benefiting everyone involved.
Boosting the efficiency and effectiveness of your financial assistance program is crucial for patient care and affordability, benefiting everyone involved.
Laura Lay, BSTM, CRCR, CHFP, Vice President of Revenue Cycle
Fisher-Titus Medical Center
