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Patient access employees at one facility were able to increase collections by 30% by having emergency department nurses walk patients to the discharge office so copays could be collected. Collections decreased when a supportive nurse manager left the organization. Collections increased again when nursing staff was educated on the importance of copays. It took time to establish a consistent increase in collections.

Copay collections rose 30% — with help

Patient access employees at one facility were able to increase collections by 30% by having emergency department nurses walk patients to the discharge office so copays could be collected. Collections decreased when a supportive nurse manager left the organization. Collections increased again when nursing staff was educated on the importance of copays. It took time to establish a consistent increase in collections.