Closing the Books: Patient Advocacy in Healthcare from the Provider to Collections

What does patient advocacy look like in 2021, and how has COVID-19 impacted the healthcare system from the patient to the provider and collection agencies? Kristina Gursky, Director of Healthcare Client Success at IC System, and Kenny Koerner, Director of Revenue Cycle at CGH Medical Center, helped host Tyler Kern break down this important and timely topic.

Koerner admitted there were a lot of lessons learned throughout the past year.

“Patient advocacy – the education of our patients and helping them through not only a normal time when they’re going through healthcare finance and trying to navigate on the complexity of it – the pandemic added another layer to that,” Koerner said. “Advocacy for us, from an AAHAM perspective and a hospital facilities perspective, we’re trying everything we can to make sure we’re reaching out to our patients and educating them any chance we can, especially early on in their healthcare visit.”

Educating patients on the financial responsibilities of their healthcare is something Koerner recognizes as a high-priority opportunity. Adding to that, Gursky said that business providers like IC System want to help support those education efforts. They are lending their support to the AAHAM guide to healthcare finance, which is nearing completion.

“Learning these policies and what options are available has been so important to us [and to ensuring] we can continue that message of advocacy through the backend of the revenue cycle,” Gursky said.

Why is education such a critical piece of the patient advocacy puzzle?

“Working within the healthcare system, we’re aware of the various grants, programs and drug rebates – just a wide array of programs that are available to assist patients with in and out-of-pocket costs,” Koerner said. “We try to approach patients very early in the process, making sure of everything from the understanding of insurance benefits and the terminology that goes along with that to what their potential out-of-pocket’s going to be, so there are no surprises after the service.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook –
LinkedIn –

Follow us on social media for the latest updates in B2B!


Simply Shipped: How Technology Accelerates Logistics Engines
September 30, 2022
 Since the COVID-19 pandemic erupted, we have constantly been hearing about supply chain shortages and backups causing delays in product deliveries in multiple sectors. Sanil Mahajan, Global Head – Read more
Beyond the Concept: Managing the Risk of Using Out-of-Date Parts and Products in a Facility
September 30, 2022
 Facilities can ill afford to have equipment go down with today’s supply chain challenges. Lost hours could quickly become lost days if a replacement is unavailable. Sam Cafferata, Principal Engineer Read more
Highlights of the 2022 Battery Show
The Most POWERFUL Conference of the Year, The Battery Show 2022
September 30, 2022
Grant Harrell, host of Are We There Yet? had the pleasure of attending Informa Markets’ The Battery Show in Novi, Michigan from September 13-15, 2022. The show featured the latest trends and topics Read more