Healthcare providers work hard to provide the best possible care for their patients. One aspect of patient care is helping them understand and navigate the financial implications of their treatment plans. Simplifying the billing process with timely, accurate, and easy-to-understand communications is essential. It plays a key role in improving the customer experience in healthcare settings.
Often, this can be a difficult task as the financial side of healthcare is inherently complex and constantly evolving. There are many detailed documents that must be shared with patients at different points throughout their medical journeys. On the healthcare provider side, there are a series of financial communications, including patient invoices, statements, dunning letters, financial aid forms, client statements, claims and appeals documents. Healthcare payers must provide many documents as well, including welcome letters, explanation of benefits, explanation of claims (EOBs and EOCs), and annual plan updates (ANOCs). As healthcare is a highly regulated field, all of these communications must be kept secure and compliant.
Healthcare communications are certainly complex, and it’s important to select a partner who understands this environment. At Matrix, we have many solutions specifically designed to help the healthcare industry communicate accurately and transparently with patients and each other. We can help providers and payers improve the patient experience while keeping security and compliance top of mind. All Matrix sites are SOC 2 Type II certified as well as HIPAA/HITECH compliant.
In addition to custom document designs, we offer a full range of industry-standard data processing options that allow our clients to focus on their core business. These include CASS, NCOA, and client-specific business rules like zero-balance or low-balance invoice suppression. Matrix continually evolves to stay aligned with business best practices. Matrix is constantly evolving to stay up to date with business best practices.
Our internal processes include a series of checks and balances, such as automated job ticketing for real-time production tracking and piece-level tracking. These automation tools help guarantee proper mail integrity and transparency while processing our clients’ communications. Additionally, our proprietary vision system software ensures every single document is read throughout each production process. This eliminates the risk of two documents going into the same envelope or mismatches.
Clients can easily track project status through Matrix Access™, our online client portal. This portal puts you in the driver’s seat, allowing you to manage projects and get updates on your schedule. Additionally, you can access valuable reports whenever you need to. Another tool available to clients is Matrix View™, an online live document archive. Use this tool to securely keep track of your billing documents and tap into additional reports.
Finally, to simplify billing for customers, Matrix utilizes industry experience and best practices to guide our partners on the best solutions available to their customers, so that they can select the option that works best for them.
Healthcare communications can be challenging, but Matrix is here to help with solutions specifically designed for the needs of providers, payers and patients. Contact us today to get started.
