Winning with Compassion in Healthcare Collections

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Working at IC System for the past 15 years, Kristina Gursky, Director of Healthcare Account Management, has learned a thing or two, or 12, about the healthcare space’s collections process.

And, while the revenue cycle in healthcare is always changing, one thing remains the same: the need for compassion and empathy.

Gursky said keeping up with all of the various billing processes and changes during the pandemic is challenging, but she and her team strive to be the go-to for process and regulation changes for IC System’s clients.

“When things do change, that impacts our clients’ patients’ billing process, so we’re sending out communications with what those changes look like, and we’re getting on the phone with our clients, explaining what those changes are, and how they may impact them,” she said. “We want to keep them informed, because a law may change in a state they are not doing business in, but that their patient now resides in, and IC System follows the law in which the patient lives.”

When it comes to patients, Gursky said no one wants to be sick or injured, and the goal is to help patients satisfy their financial commitments positively and compassionately.

“We’re trying to get the message of advocacy out there,” Gursky said. “We’re patient financial advocates, and we’re advocating for a way for that patient to find a resolution.”

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