Hospital Access Management
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Once on Leadership Track, Registrars Remain on Team
The chance for growth within patient access gives employees a sense of loyalty and ownership. This makes it more likely they will stay in the department.
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Offer Growth to High Performers or Risk Losing Them
Patient access departments need creative ways to encourage their best employees to become future leaders. High-performers are given specific goals to reach, put in charge of special projects, and invited on a multi-day retreat.
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Establish ‘No Meeting’ Days to Create Time for Patient Access Staff
Patient access leaders at Novant Health eliminated meetings one day each week, and use the time to make in-person rounds. The department reports higher employee engagement scores, better use of non-productive time spent in meetings, and valuable feedback from employees.
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Careful Screening Needed for Cross-trained ED Registrars
About 25 of 150 registration associates at Albany (NY) Medical Center are cross-trained to work in multiple registration areas, including the ED. This helps the ED cope with sudden volume surges, but some employees ask to be cross-trained just because they want overtime.
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Fast-paced, Unpredictable ED Registration Not for Everyone
Patient access often struggles to find registrars well-suited to the hectic and tense ED setting. To weed out poor fits for this role, inform prospective candidates that patients are disruptive and occasionally violent, they’ll be on their feet throughout the shift, and they must keep track of patients waiting and those arriving by ambulance.
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Act as ‘Gatekeeper’ Against Medical Necessity Claims Denials
Patient access departments continue to see medical necessity-related claims denials due to increasing and complex payer requirements. Ensure all tests, procedures, and hospital stays have been verified for medical necessity and be sure to educate employees on how to interpret medical necessity checks.
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How Can Your Department Better Measure Patient Experience?
Patient access departments are assessing the customer service they provide by creating their own satisfaction surveys, conducting peer-to-peer critiques, and recording all registration interactions.
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HIPAA Restricts Some Photography, but Not All
Photography in healthcare settings is difficult to control but could lead to HIPAA violations if not monitored. How much one should try to control people taking pictures and video can be difficult to determine.
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HIPAA Allows Choice in Password Security, But Use Caution
Password security for electronic protected health information is a fundamental part of any HIPAA compliance program, but there is no one right way. HIPAA allows a great deal of choice in how to secure data with passwords, but one must choose carefully to ensure the information is protected from both casual snooping and sophisticated hacking.
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Patient Access Now Dealing With Vendors Instead of Payers
Some payers are now outsourcing the authorization process to third-party vendors for high-tech radiology, infusion, or radiation oncology, which further complicates an already-difficult task for patient access.