Hospital Access Management – April 1, 2018
April 1, 2018
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How Can Your Department Better Measure Patient Experience?
Patient access departments are assessing the customer service they provide by creating their own satisfaction surveys, conducting peer-to-peer critiques, and recording all registration interactions.
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Act as ‘Gatekeeper’ Against Medical Necessity Claims Denials
Patient access departments continue to see medical necessity-related claims denials due to increasing and complex payer requirements. Ensure all tests, procedures, and hospital stays have been verified for medical necessity and be sure to educate employees on how to interpret medical necessity checks.
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Fast-paced, Unpredictable ED Registration Not for Everyone
Patient access often struggles to find registrars well-suited to the hectic and tense ED setting. To weed out poor fits for this role, inform prospective candidates that patients are disruptive and occasionally violent, they’ll be on their feet throughout the shift, and they must keep track of patients waiting and those arriving by ambulance.
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Careful Screening Needed for Cross-trained ED Registrars
About 25 of 150 registration associates at Albany (NY) Medical Center are cross-trained to work in multiple registration areas, including the ED. This helps the ED cope with sudden volume surges, but some employees ask to be cross-trained just because they want overtime.
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Establish ‘No Meeting’ Days to Create Time for Patient Access Staff
Patient access leaders at Novant Health eliminated meetings one day each week, and use the time to make in-person rounds. The department reports higher employee engagement scores, better use of non-productive time spent in meetings, and valuable feedback from employees.
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Offer Growth to High Performers or Risk Losing Them
Patient access departments need creative ways to encourage their best employees to become future leaders. High-performers are given specific goals to reach, put in charge of special projects, and invited on a multi-day retreat.
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Once on Leadership Track, Registrars Remain on Team
The chance for growth within patient access gives employees a sense of loyalty and ownership. This makes it more likely they will stay in the department.