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Do some of your employees still think that getting correct information is enough to fulfill their role in patient access, with no regard for excellent service, financial counseling, or knowledge of eligibility systems?
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I can't work on Saturdays." "I can't stay late on Wednesdays." "I could never do bedside registration because I can't deal with blood or vomit."
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It's a "tremendous victory to have something approaching universal access" as a result of the Patient Protection and Affordable Care Act, but the resulting increase in underinsured patients will pose ethical challenges for providers, according to Joseph J. Fins, MD, MACP, chief of the Division of Medical Ethics at Weill Cornell Medical College and director of medical ethics at New York Presbyterian Hospital-Weill Cornell Center in New York City.
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Nobody ever told me financial assistance was available." This is a typical comment from patients who are struggling to pay hospital bills, reports Jessica Curtis, JD, director of Boston-based Community Catalyst's Hospital Accountability Project, a national consumer advocacy organization focusing on healthcare issues.
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Patients with large deductibles often feel patient access staff members are unreasonable to ask for the amount upfront, but what about the other side of the coin?
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Access management services staff at Robert Wood Johnson University Hospital in New Brunswick, NJ, provide each patient with the hospital's charity care and reduced charge charity care notices, but they go even further to be sure patients are informed of their options, says Kathy MacGillivray, MHA, access management services director.
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Were suspicious documents provided for identification? Were credit monitoring reports received? Did others report suspicions about the validity of a patient's identify?
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While state and federal law require that non-profit hospitals provide individuals with notice of the availability of free care, patients are often unaware, and not all hospitals are compliant or consistent, says Mia Poliquin Pross, Esq., associate director of Consumers for Affordable Health Care (CAHC) in Augusta, ME.
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Turnover in a fast-paced emergency department environment often is higher than in other registration areas, acknowledges Jean Valenta, an admitting manager at St. Anthony's Medical Center in St. Louis.
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Emergency department registrars at St. Anthony's Medical Center (SAMC) in St. Louis have a new way to get answers to their most pressing questions: a newsletter created just for emergency department patient access staff called Inquiring Minds Want to Know.
