Hospital Access Management
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Don’t just explain costs to patients: Share expertise
When telling patients how much they owe, patient access employees at Manhasset, NY-based North Shore-LIJ Health System work hard to convey the message, “We’re here to help you.”
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$60,000 saved with payment portal — No need to send statements
After Cincinnati Children’s Hospital Medical Center went live with its payment portal three years ago, statement costs decreased by about 20%.
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Patients like self-service collection — Investment in portals is paying off
The number of patients who enrolled to make online payments at Cincinnati Children’s Hospital Medical Center increased by more than 500% in the past three years, reports Christopher Lah, senior director of patient access.
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Answers to top ICD-10 questions
Exactly how the switch to ICD-10 will affect revenue and productivity is still unclear, but this much is certain: Patient access managers will be fielding a steady stream of questions from employees for some time to come.
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Access prepared for years for switch to ICD-10: Now is moment of truth
Patient access departments had extra time to prepare for the switch to ICD-10, due to the original compliance date being pushed back to Oct. 1, 2015. Now it’s the moment of truth, and the possibility of productivity or revenue cycle problems are at the top of managers’ minds.
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HHS issues county data on Marketplace plan selections
The Department of Health and Human Services has issued county-level data on 2015 open enrollment in qualified health plans in the states that use the HealthCare.gov platform for their Health Insurance Marketplace.
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Hospitals join hotels in receiving reviews on Yelp
The newest addition on the Yelp web site is reviews of hospitals, nursing homes, and doctors.
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Automated calls cut no-show rates to 0%
Patient access/registration/scheduling areas are using automated reminder calls to reduce no-shows. No-shows in behavioral health were cut by 20% at Western Connecticut Health Network. Some practices at Orlando Health now have 0% no-show rates.
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Put patient access staff members in clinical areas
Patient access staff members should shadow employees in the clinical departments they schedule for.
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Satisfy patients — Don’t disparage clinical areas
At Eisenhower Medical Center in Rancho Mirage, CA, patients often call the front desk because their prescriptions have not been called in, because they’re unable to get in to see their primary care physicians, or because they’ve waited days for a call back from a clinical area.