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The number of claims denials was always an important metric for patient access, but now it's front and center, in more ways than one.
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Every patient access department would love to increase its upfront collections, but opinions vary as to the best ways to accomplish this, ranging from cash to pizza parties to simple thank-yous.
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Some patient access departments are finding they need to put technology investments on hold due to budget cuts, but automating quality assurance (QA) just might be an exception.
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Does your hospital include specific questions related to patient access when measuring patient satisfaction?
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A seemingly minor problem with registration accuracy can cost a hospital tens of thousands of dollars if it's not fixed quickly. Staff may make the same error over and over, resulting in a multitude of claims denials. That is why you'll need strategies to identify errors as soon as they happen, so staff can be re-trained and the errors stopped.
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In order to improve collection rates, thereby reducing A/R days, several revenue cycle initiatives are utilized at University of California, Los Angeles Hospital System.
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Is a patient's account uncollectible? Is your self-pay patient eligible for financial assistance? Both of these scenarios are becoming more common due to the recession and if the answer to either of these questions is "yes," you should know sooner rather than later.
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Joan S. Braveman, director of patient access and financial services at Tallahassee (FL) Memorial HealthCare, says that her department is in the process of doing "complete re-education" on the Medicare Secondary Payer questionnaire.
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Although workflow management is not a new phenomena in the business world, it is relatively new in revenue cycle operations, especially in patient access operations, says John Woerly, RHIA, CHAM, senior manager at Accenture in Indianapolis.
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Do you want to discourage staff, send a registrar's morale plummeting, and as a result, deal with higher turnover in your department? If not, don't make these morale-busting mistakes: