Articles Tagged With:
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Feedback on Problematic Calls Comes from Coworkers, Not Supervisors
A supervisor says she received a complaint from a patient about rude treatment. She asks you, the registrar, whom the complaint is about, to listen to a recording of the call. Then, the supervisor asks if you think you provided good customer service. This approach could lead the team member to become embarrassed and defensive — and could permanently damage the feedback loop between supervisor and employee.
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Tools Say Patient is Eligible, but Only Dental or Vision Is Covered
Many registrars have excellent eligibility verification software at their disposal. Still, some responses are interpreted incorrectly. Two factors make it harder to determine eligibility: lack of standardization of health plan insurance cards and inconsistency in the way returned results are formatted.
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Upfront Collections Processes Are (Somewhat) Upended
Upfront collections are a major focus for revenue cycle departments, with a strong emphasis on early financial clearance of accounts. Widespread unemployment and coverage loss has altered that for the foreseeable future, at least to some extent.
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Prompt Pay Discounts Can Reduce A/R Days, but Consistent Policies Are a Must
More people are trying to barter for healthcare. In turn, certain facilities may offer discounts to patients who commit to satisfying some or all of their financial responsibilities before receiving services.
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Payers, Providers Speed Care by Agreeing on What Does Not Need Authorization
If prior authorizations are eliminated with upfront agreements, this can create more time for patient access staff. Registrars can focus on helping patients understand their coverage and out-of-pocket costs.
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Telehealth Reimbursement Continues to Evolve
For patient access, the telehealth boom carries some broad implications. As more patients become familiar with using telehealth, they are demonstrating a desire for additional digital interactions with providers.
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Telehealth Offers Much-Needed Revenue in Near-Term, but Future Reimbursement Is Unclear
During the COVID-19 pandemic, telehealth is surging in popularity. But due to nationwide demand, there have been bandwidth and technological instability issues for patient access departments trying to adjust.
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A Review of Thermal Burns for Emergency Clinicians
Emergency medicine clinicians need to be adept at the acute treatment of both minor and major burns and be confident in their ability to decide which patients need referral to a burn center. The authors outline current recommendations for the treatment of minor burns, the initial treatment of more serious thermal injury, and the decision-making algorithm for burn center referral.
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Adjusting to the New Normal
The challenge for everyone is going to be avoiding the phrase “This is not the way we used to do it.” It is never going to be “that way” again.
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Prioritize Staff’s Emotional Health as Surgery Centers Return to Regular Business
The emotional fallout from the COVID-19 crisis could leave major emotional scars on a healthcare workforce that already was bordering on burnout before the pandemic. Encourage staff to acknowledge their anxiety and find a way to not take home their work experiences. Leaders can support staff by encouraging them to take breaks and to designate quiet spaces for mindfulness.