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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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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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Before a patient even approaches your registration area, he or she might "expect the worst," according to Keith Weatherman, CAM, MHA, associate director of service excellence for the corporate revenue cycle at Wake Forest Baptist Health in Winston-Salem, NC.
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When Roxana Newton, CHAA, patient access supervisor at Porter Adventist Hospital in Denver, was interviewing a potential central scheduler, the applicant seemed taken aback by how many questions she was being asked.
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Until recently, patient access managers at University of Iowa Health Care in Iowa City performed all quality assessments manually, says Susan Newton, who is the revenue cycle manager for patient access management and patient financial services.
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Until recently, an urgent care clinic continually sent patients to St. Nicholas Hospital in Sheboygan, WI, for radiology tests that weren't authorized, reports patient access manager Robyn Rogers.
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When Keisha Byam, MPH, training manager and safety coach at Children's National Medical Center in Silver Spring, MD, interviews applicants, she asks these questions:
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A registrar's position is very detail-oriented, and his or her ability to obtain accurate information is crucial for good patient care, says Roxana Newton, CHAA, patient access supervisor at Porter Adventist Hospital in Denver.
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Below is a training exercise used by Nicole Marsoobian, supervisor of preregistration at Tufts Medical Center in Boston, to test the listening skills of her patient access staff:
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A patient's complaint that the TV didn't work in her room obviously had nothing to do with your patient access department. If a patient mentioned this to you, would you do anything about it?
