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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:
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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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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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One hundred percent of scheduled cases authorized - that is the goal set by Boston-based Massachusetts General Hospital's financial access unit.
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This is the second of a two-part series on use of performance indicators in patient access. This month, we tell you how to use these data as tools to motivate staff. Last month, we covered ways to develop the most effective scorecards.
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"Staff morale is always an issue for hospital access professionals," says Kathy Matthews, director of admitting and ED registration at Long Island College Hospital of Brooklyn (NY). For this reason, Matthews says she takes great pains to "let staff know what they're doing right."
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Many patient access departments are facing two opposing pressures right now: They are being asked to improve collections and help the hospital's bottom line, while at the same time, resources are being cut.
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Obtaining copays and accurate insurance information in the emergency department is not easy - and, therefore, is often not done. The department is not only hectic, but the Emergency Medical Treatment and Labor Act (EMTALA) also presents obstacles unique to the ED.
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At Hackensack (NJ) University Medical Center, patient access staff are taking steps to improve precertifications and registration accuracy by obtaining information electronically.
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Right now, patient access managers are in a difficult situation their roles and responsibilities, already very broad, are "changing on a regular basis," says Ed Erway, chief revenue officer at University of Kentucky (UK) HealthCare in Lexington.
