In the intricate ecosystem of healthcare, the seamless flow of patient communications and payments is critical for sustaining the financial health of hospitals, practices, and healthcare providers.
Smooth operations signify stability, but what often evades notice is the vulnerability of these processes in the face of disasters – be they environmental, technological, or cyber-related. The ramifications of such disruptions extend far beyond mere inconvenience, potentially inflicting significant damage on patient communications, insurer interactions, and, ultimately, revenue.
Recent events underscore the fragility of the system. Many healthcare organizations continue to struggle with the aftermath, grappling with compromised cash flows as essential systems remain offline. It is a stark reminder of the critical need for robust business continuity plans tailored to sustain patient communications and payments in the event of technological or provider outages.
Lora Pellegrini, CEO of Massachusetts Association of Health Plans, reinforces this need stating, “the cyberattack, and the inevitability of future incidents, underscores the need for hospitals to invest in back-up systems that will allow providers to continue handling administrative tasks.”
To mitigate risk, maintain revenue streams, and ensure uninterrupted patient communications, healthcare organizations should take proactive steps:
- Establish alternate providers for business continuity, particularly for print, mail, and digital patient statements.
- Ensure providers can fulfill ad-hoc print and digital communications when necessary, including notices of outages or system impacts.
- Provide alternative payment methods and channels to continue the flow of revenue outside of impacted systems.
- Be vigilant about updating business continuity plans every year to adapt to evolving threats.