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A newsletter is an inexpensive, simple way to inspire some friendly competition to motivate your patient access staff. At Presbyterian Hospital in Charlotte, NC, the patient access department distributes a monthly newsletter featuring top performers for productivity and accuracy. Productivity is measured either by the number of accounts worked or registrations completed.
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An Intranet application at Christiana Care Health System in Wilmington, DE, was developed specifically for patient access staff to improve registration accuracy.
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A patient hands you an insurance card with multiple numbers, numbers that are next to impossible to locate, or no numbers at all.
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With most hospitals looking more closely than ever at their bottom lines, the last thing that patient access needs is high turnover. Not everyone is cut out for the access department, however. It's a lot easier to hire correctly than to try to work with - or in extreme cases, fire - a person who's not right for the job.
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When she stepped into a new role as a patient access manager at Menasha, WI-based Affinity Health System, Jackie Mitchler says she was amazed at the amount of skills and information that all of her staff had to know and learn.
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When you think of hospital staff on the "front lines" during a flu epidemic, emergency department and other clinical staff probably come to mind. Don't forget that patient access staff also are in close contact with patients, many of whom have contagious illnesses including H1N1.
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Patient access managers worry a lot about how satisfied patients are with their services, but physician offices are another type of "customer" that requires attention.
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With all the data typically collected by access departments on individual staff members these days, it's easy enough to tell if an employee isn't up to par. But what action should you take, if you see that an individual's accuracy, collections, or patient satisfaction data are poor?
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Patient access often is the recipient of all kinds of negative feedback - from patients, other departments, and even senior leaders. It's up to you to get the word out about your department's successes.
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Hospitals are boosting incentives for wellness programs, with the hopes that healthier employees will have lower medical claims and better productivity. That push for greater incentives is likely to continue despite a recent advisory notice cautioning employers not to penalize employees who choose not to participate.