Access Management
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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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Nurse Practitioners Pitch in to Meet Urgent COVID-19 Care Needs for Minorities
There have been widespread reports about how the pandemic is adversely affecting minority populations. The extent of this disparity is particularly clear in New Orleans, one of the hotspots for COVID-19.
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Smaller EDs Should Treat Lower-Acuity Patients Outside the Hospital
A California-based hospital set up an area in its parking lot to screen for COVID-19. Many people who arrive are low acuity (i.e., looking for a test, showing no signs of the virus, and can be treated in their cars). Still, the facility is prepared to admit high-acuity patients who may need more complex care inside the facility.
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Registrars Working Same Jobs, But in Different Spaces
COVID-19 led a 10-hospital system based in Maine to create remote work arrangements for each facility, based on staff size and other variables.
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Massive Remote Work Arrangement Going Well (Mostly)
Few patient access departments had successful remote work programs in place before COVID-19. Since the pandemic began, facilities have made some major adjustments. The following is a summary of how the field is faring with these unusual arrangements.