Hospital Access Management
RSSArticles
Top Annoyances: Wait Times and Collections
The key to defusing tension involving collections is to pay attention to the specific patient’s issue, just as registrars would in any other situation.
People-Pleasing Skills Needed to Calm Angry Patients
Some common issues that upset patients and ideas for how registrars can rescue these difficult situations.
Real-Time De-Escalation: Patients Leave Registration Happier
There are countless reasons for misplaced anger directed at registrars, but all have one thing in common: Everyone just wants to be heard.
Surprisingly Few In-Network Claims Denials Appealed Successfully
Revenue cycle leaders always had access to anecdotal evidence to suggest hospitals are seeing a surge in denied claims. Now, there are data to prove it.
Compassion, Empathy Keys to Complaint-Free, High-Dollar Conversations
What is the most difficult collection conversation? Whenever the patient has not been made aware of what he or she will owe.
Avoid Issues With ABNs: Education Is the Answer
A patient is waiting for a clinical service, probably already with some degree of anxiety. At this point, few things are less welcome than the dreaded Advance Beneficiary Notice.
‘I Can’t Afford That’ Payment Plans Are New Option
Back in the days when patients did not owe much more than a $20 copay, offering a payment plan would seem more an attempt at humor than a necessary solution. But with $5,000 deductibles the new norm, it is a different story.
Retention in Patient Access: The Struggle Is Real
Leaders devise ways to retain staff who are looking to move beyond patient access.
Doing More With Less Staff? Cross-Training Is Not Enough
All too often, cross-training is a skill set only called on in times of need. One possible solution is to create cross-functioning roles that are used all the time.
Successful Collection and a Good Patient Experience? It Is Possible
For virtually every hospital, the patient experience is a top priority. The same is true for point-of-service collections. For patient access, this presents quite a conundrum. The question becomes: How can registrars keep patients smiling while asking for money — sometimes, a great deal of money?