Hospital Access Management
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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.
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People-Pleasing Skills Needed to Calm Angry Patients
Some common issues that upset patients and ideas for how registrars can rescue these difficult situations.
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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.
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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.
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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.
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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.
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‘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.
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Retention in Patient Access: The Struggle Is Real
Leaders devise ways to retain staff who are looking to move beyond patient access.
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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.
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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?