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Did you just overhear a patient's wife say that one of your access employees is always friendly? This simple statement gives you a big opportunity.
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Collection of high-dollar accounts is important to patient access for more reasons than the obvious. In addition to having a direct impact on the hospital's bottom line, it boosts staff morale and gives everyone a reason to celebrate. It's a golden opportunity to broadcast success to other areas of the hospital.
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For a small number of extremely challenging cases, patient access staff at University of California-Los Angeles Medical Center work closely with a multidisciplinary team, including clinical areas.
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A 22-year-old emergency department registrar working the night shift at Northern Hospital of Surry County in Mount Airy, NC, was obviously very intelligent. Equally obvious to her managers, though, was her complete disinterest in her job.
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At first glance, an applicant may look at an open access position as a "get their foot in the door" opportunity. "They feel should a position become available within their educational background, that they will have 'first picks' as an internal employee...
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When your most skilled, compassionate, experienced staff person tells you she's leaving, don't let the first words out of your mouth be, "That will be a disaster for you!" or "You're making a huge mistake!"
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An incorrect address sounds like a very simple matter to correct, but this wrong information can lead to payment for a valid insurance claim being delayed or denied altogether. This is something that no patient access department wants.
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Currently, Methodist Le Bonheur Healthcare in Memphis, TN, is "in the infant stage" when it comes to being able to quote prices to patients through its web site, says Jessica Murphy, CPAM, corporate director for patient access services. "But we have done a good bit of research, and believe when we do this it will be a useful product," she says.
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Technology tools that facilitate the capture and communication of data are essential for patient access, but there is a downside. "The scary part is that systems today have the capacity and structure to get bad data out faster, and can do a lot of damage if not managed or used correctly," says Kathryn Stevens, PhD, MBA, CHAM, northwest regional delegate for the National Association of Healthcare Access Management.
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Cutting delays in the registration process can free up patient access staff and make patients more satisfied, but this can be challenging.
