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Authorizations for high-dollar diagnostic tests are the single biggest problem with same-day scheduling, according to Wendy M. Roach, RDMS, manager of patient access and central scheduling at Advocate Good Shepherd Hospital in Barrington, IL.
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There is not only less time to collect the patient's out-of-pocket responsibility if a service is scheduled for the same day; there's also less time for the patient to make an informed decision if needed, says Jennifer Nichols, director of patient access at Spectrum Health in Grand Rapids, MI.
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A prospective patient at St. Anthony's Medical Center in St. Louis, MO, can request a price quote be worked up by filling out a simple form on the hospital's website.
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Before a new admission/discharge/transfer (ADT) system was implemented at Lee Memorial Health System in Fort Myers, FL, three patient access leaders were pulled from their previous jobs and worked full-time on the system implementation.
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On the morning a new admission/discharge/transfer (ADT) system was going live at one of Fort Myers, FL-based Lee Memorial Health System's hospitals, Colleen Edwards, system director of registration and patient business services, had "a huge fear we would have lines of people, going all the way out the door. But that's not what happened."
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The single biggest challenge for registrars is all the multi-tasking they need to do, according to Cynthia Norman-Bey, director of patient access services and the PBX (private branch exchange) Call Center at Glendale Adventist Medical Center.
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Recent changes for patient access staff at BayCare Health System in Tampa, FL, include registration kiosks, palm vein biometric devices, and new consent forms that all patients have to sign.
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An incorrect admission status on a patient can cause a delay in obtaining a required authorization, warns Marsha Kedigh, RN, BS, MSM, director of admitting, ED registration, discharge station, and insurance management at Vanderbilt University Medical Center in Nashville, TN.
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Giving incentives to individual registrars who met collection goals at Martin Health System in Stuart, FL, seemed like a good idea at first, but it didn't work out too well, according to Carol Plato Nicosia, CHFP, CPAM, MBA, administrative director of corporate business services.
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Loretta Buisson, director of patient access satellite facilities at Ochsner Health System in New Orleans, LA, looks for applicants who have great customer service skills, are highly motivated and dependable, and adapt well to change.
