messages, with 31% preferring engagement through text messaging instead of talking on the phone or voice mail. this is particularly true for young adults since 97% of 18–29 year old americans regularly use text messaging.8 early studies have demonstrated that texting works for patient engagement. ninety-nine percent of text messages are read, with 85% of them read within 15 minutes of being sent; 80% of individuals who send a text will respond to the information being asked of them.9 mobile commons’ flu shot initiative with the california department of Public health illustrates the effectiveness of this medium. using billboards and other broad marketing tactics, they encouraged individuals to text noflu and their zip code to receive a location in their area offering flu shots. a week later, mobile commons followed up to see if the individual had their flu shot with yes or no responses. “no” responses were asked why they did not receive a shot. the campaign and text engagement resulted in 50% of texters responding to whether they received shots and one-third of the responders saying that they did get vaccinated where the text indicated.10 THINGS TO THINK ABOUT • how can your clients engage in text messaging to reduce no show rates, which are higher for the medicaid and uninsured population? • can your office accept payment through mobile sms billing? What about online payment through patient portals? • how can you and your clients engage patients following visits to set expectations on billing through email and text messages? Where to Go from Here billing companies have a unique opportunity to communicate to existing and new patients about how they can maximize their health insurance coverage and engage with their medical providers. strong customer service and streamlined experiences, especially with financial matters, will result in longterm patient retention and word-of-mouth referrals. simple, meaningful communication is good for business. the aca rollout is relying on local ombudsmen called navigators to educate beneficiaries about their options in the hiX. Your company should establish strong relationships with these local companies and public health departments. they can not only help you appreciate the needs of each community, but also can become strong champions for feedback and best practice development. the list of awardees was announced on aug. 15, 2013 and is available on cms.gov.11 14 hbma billing • november.december.2013 Jennifer continues her work on behalf of physicians and other health care providers to improve the health care insurance industry. She is the CEO of the Searfoss Consulting Group, LLC and principal at Searfoss & Associates, LLC, a Maryland law firm that offers services to individual and group health care providers and integrated health systems. Resources 1 Pwc health research institute, “medicaid expansion: new patients, new challenges.” Pwc.com/us/healthexchanges datasources: Pwc hri analysis for year 2012, current Population survey, medical expenditure Panel survey and the congressional budget office, “estimates for the insurance coverage Provisions of the affordable care act updated for the recent supreme court decision,” july 2012. 2 health literacy of america’s adults: results from the 2003 national assessment of adult literacy, u.s. department of education. 3 brach, c; Keller, d; hernandez, l; baur, c; Parker, r; dreyer, b; schyve, P; lemerise, a; schillerger, d. “ten attributes of health literate health care organizations.” institute of medicine of the national academies (2012), p. 19. 4 Please note that the leP requirements are different than those under the americans with disabilities act where medical professionals must accommodate the hearing impaired, which may include free sign language interpretation. 5 u.s. department of health and human services centers for medicare & medicaid services. “toolkit for making Written material clear and effective.” (2010) section 5, Part 11. 6 harris interactive. “the growing influence and use of health care information obtained online.” sept. 15, 2011. 7 enroll america. “connecting uninsured americans with health coverage.” (march 2013). 8 Pewresearch center. “americans and text messaging” (sept. 11, 2011). 9 ibid. 10 stoffa, jeff. “how mobile text technology Will drive the uninsured to health insurance exchanges.” medicare is simple blog, aug. 9, 2013. accessed aug. 16, 2013 at http://medicareissimple. blogspot.com/2013/08/how-mobile-text-technology-willdrive. html. 11 Please note that navigators were not awarded in some states because the state governments identified the navigators as part of their hiX roll out. check with your state for more information. (Open Enrollment is Open... Now What? continued)
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