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Asking uninsured and underinsured patients to make financial arrangements to resolve their accounts can be difficult for your staff in the best of circumstances. Even those patients with health insurance are often unprepared for the out-of-pocket costs they incur, whether in the form of a deductible or other non-covered expense.

This training handbook gives patient access staff the training they need to handle this often-sensitive subject and obtain completed financial assistance applications.

Staff will learn how to conduct successful financial counseling interviews and communicate with patients in a professional yet customer-friendly way to get the best results for all concerned.

Author Sandra Wolfskill, FHFMA, uses a series of scenarios to demonstrate the best way to conduct a financial counseling interview. She also covers

• payment plans and bank loans
• Medicaid eligibility screening
• charity assistance screening
• federal poverty guidelines

A final exam is also included, to document staff understanding of the concepts presented.

The Financial Assistance Training Handbook is sold in packages of 10 copies, making it easy to provide one for every member of the financial assistance team. The handbook is also available in a training package with a companion training video, Charity Care and Financial Assistance: Strategies to get it right from the start.

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