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I'm going to teach you some of the basics of billing and claims management." When Mary Calloe, director of patient access services at Cambridge (MA) Health Alliance, said this statement to members of her staff, they weren't too happy about it.
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A new claims management system implemented at Cambridge (MA) Health Alliance in 2010 has allowed patient access staff to help get many more "clean" claims out the door, says Mary Calloe, director of patient access services.
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When interviewing applicants for patient access positions at Children's National Medical Center in Silver Spring, MD, Keisha Byam, MPH, training manager and safety coach, asks detailed questions about the person's ability to adapt to change.
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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?
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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 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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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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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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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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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.
