Hospital Access Management
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The Value of Providing Financial Information to Patients Much Sooner
Registration and scheduling soon will combine at one Massachusetts center. Coverage will be verified at the same time the service is scheduled. A real-time eligibility tool, built into the scheduling and registration systems, will allow for this. This gives patients something they clearly want: to be fully informed upfront.
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Thank-you Notes, Christmas Cards, and Patient Loyalty
A medical center in Alabama wanted to gather more specific patient feedback. Patient access leaders created an observation form that lists specific behaviors for supervisors to look for, such as making eye contact and greeting patients by name, and crafted more detailed questions for patients.
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The Key to MSPQ Success? Stop Asking ‘Dumb’ Questions
An insider highlights tricky questions and offers alternatives for registrars to help minimize frustration for all parties.
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The MSPQ Chess Match: No Conversations Alike
There is a perpetual conflict between speed and accuracy vs. service. Nowhere is this more apparent than with the Medicare as Secondary Payer Questionnaire, what one experts calls "at best, a clumsy document" that confuses and frustrates patients and healthcare providers alike.
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Turnover Persists in Patient Access
Low pay is just one reason registrars decide to resign shortly after the hospital invests time and money in their training. Low morale is equally important. The biggest reason people leave the job is they just get frustrated.
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Patients Seek Answers to Billing, Clinical Questions
A customized in-house survey focused specifically on the patient registration experience can reveal much new and surprising information that can allow an organization to adjust accordingly.
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At-home Check-in Option Popular Among Patients, but Work Remains
A new process for online registration dramatically increased the number of patients self-registering at home at York, PA-based WellSpan Health.
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Patient Access Collaborates With Patient Experience
Some health systems have created entire departments dedicated to the patient experience, a recognition that the work of patient access affects overall satisfaction.
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Bring QA Accountability to the Registrar Level
By make quality assurance scores for individual associates transparent for everyone in the department to see, accountability is pushed to the individual user level. Other team members hold an individual responsible before a leader has to.
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Influx of ‘Skinny’ Plans Demands Top-notch Financial Counseling
The federal government's latest tinkering with insurance rules will affect registration staff, who will have to help patients navigate potential higher costs, coverage changes, and more.