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Is your patient access department considering investing in software to decrease and manage claims denials? If so, compliance and customer service must be considered, says Katherine H. Murphy, vice president of access solutions at Nebo Systems, a division of Passport Health Communications in Franklin, TN.
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Emergency departments across the North Shore-Long Island Jewish Health System in Great Neck, NY, care for hundreds of thousands of patient each year who are treated and released without being admitted to the hospital.
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Too many claims denials lead to loss of revenue and unhappy administrators two things no patient access department can afford, especially in this economy.
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Relying on patient satisfaction survey scores alone to drive your improvement efforts is probably a mistake, says Michael F. Sciarabba, MPH, CHAM, director of patient access services at Advocate Illinois Masonic Medical Center in Chicago.
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Imagine you're a patient calling to make an appointment. You may wait an extended period of time before the call is answered. Or, someone may answer the call and then put you on hold or route you to another person who cannot help you. Either way, you're not getting that appointment as quickly as you could be, and you're likely to be dissatisfied.
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Whether your biggest "pain point" is a sudden surge in denied claims, terrible compliance with a new payer requirement, or a slowly growing trend of unhappy patients, the solution comes from the same place. Your staff know the answers whether they realize it or not.
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If a satisfaction survey includes any positive feedback about an access employee at Greater Baltimore Medical Center, this does not go unnoticed.
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If patients report being "very dissatisfied" with the admission process, does that mean they're angry because a registrar was rude and unfriendly? Or was it because they waited hours in the emergency department hallway for an inpatient bed to become available?
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Like many improvements in patient access processes, increasing up-front collections is not as easy as it sounds. One way to facilitate this is by giving staff incentives.
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Improving patient satisfaction is "a high priority" for the patient access department at Advocate Illinois Masonic Medical Center in Chicago, according to Michael F. Sciarabba, MPH, CHAM, the hospital's director of patient access services.