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Hundreds of revenue cycle metrics were shared with the Cleveland (OH) Clinic's 22 clinical institutes each month, but much of the information wasn't relevant to them, according to Susan M. Milheim, senior director of revenue cycle management.
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To collaborate with clinical areas on quality improvement, Stacy Calvaruso, CHAM, assistant vice president of patient management at Ochsner Health System in New Orleans, assigns her staff members to projects involving both areas.
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Members of your patient access staff might act as customer service clerks, financial counselors, and patient advocates all within an hour, and they also are tasked with providing accurate directions within the medical center, according to Chris Hatcher, registration manager for Sutter Delta Medical Center in Antioch, CA.
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Registrars at Hennepin County Medical Center in Minneapolis field five or six calls every day from patients asking detailed questions about what services will cost them, says Laura Florine, manager of patient financial care services. "Patients may postpone care if they are not sure about the cost of the service," she adds.
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Compliance with the Health Insurance Portability and Accountability Act (HIPAA) is a major area of concern for patient registration areas, according to Nancy Dean, vice president of compliance, privacy and internal audit at NYU Langone Medical Center in New York City.
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If a self-pay or underinsured patient presents to you for services, how quickly can you determine if he or she is eligible for Medicaid or another public program?
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Many hospital associates believe that registration staff simply sit at their desk and greet patients, reports Barbara Blum, director of access, admitting, and registration at MedStar Health in Columbia, MD. "They have no idea what the registration staff's responsibilities include," Blum says.
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When a trauma patient arrives via ambulance, access services staff must obtain information quickly, before the patient is taken for diagnostic tests or given medications, which make them drowsy.