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At times, registrars are stuck on the phone for 30 minutes before even speaking to a representative, when notifying a payer of a patient's admission, says Amy Lloyd, patient access coordinator at Trinity Muscatine (IA).
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After an applicant for an emergency department patient access position admitted she had difficulty multi-tasking, it became clear she really wasn't a good fit for the job after all, says Ebony Seymour, CHAM, manager of admissions and registration at Palmetto Health Richland in Columbia, SC.
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Although 9,700 transactions were paid online by patients, totaling over $2 million in a nine-month period in 2011 and 2012 on San Diego-based Sharp HealthCare's website, those same patients can't yet obtain price quotes for services electronically.
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Just because someone has ample experience with your specific admission/discharge/transfer system, that experience doesn't necessarily make them a good fit for a patient access position in your department, warns Brian Sauders, manager of patient access services at Indiana University Health North Hospital in Carmel and Indiana University Health Saxony Hospital in Fishers.
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Is an employee simply unable to keep up with the workload? Or is the employee simply not suited to working in a department where expectancy of service excellence is a requirement?
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Can I get this diagnostic test done here today?" If the answer to this question is "no," the patient standing in front of you might go elsewhere for services, warns Jennifer Nichols, director of patient access at Spectrum Health in Grand Rapids, MI, where same-day scheduling is now offered to radiology patients.
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Previously, 10 to 20 claims were denied each month at WakeMedHealth and Hospitals in Raleigh, NC because of failure to notify the payer.
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Even though a hospitalwide satisfaction survey given to patients at Wake Forest Baptist Health in Winston-Salem, NC, was customized with wording such as "the person who asked you for your insurance information," patients still sometimes confuse their registration experience with other areas, says Keith Weatherman, CAM, MHA, associate director of service excellence for the corporate revenue cycle.
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At Hendrick Medical Center in Abilene, TX, offering incentives "has impacted our collections tremendously," reports Berdia Thompson, admissions supervisor.
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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.
