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Registration staff were too careless to get accurate insurance information. A patient access employee was mean to a patient. Wait times at registration were ridiculously long because staff are incompetent. The list goes on and on. Too often, patient access bears the brunt of negative feedback from other areas of the hospital.
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More than ever, patient access staff are coping with angry and frustrated patients.
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Heidi Dunbar, manager of admitting/emergency department coordinator at Seattle Children's Hospital, says that although it's often very hard to find time for them, monthly staff meetings are always worth the time they take. "About 90% of staff come to meetings, which means they are getting something out of them," she says. "We have a very open environment, and people always have interesting things to say that you would never imagine."
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It's unlikely that many patient access professionals are seeing huge raises these days. "With the economy as it's been, I would imagine increases are minimal and folks are scrambling to hold on to their jobs," says Peter Kraus, CHAM, CPAR, a business analyst with patient financial services at Emory University Hospital in Atlanta.
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Imagine one person complaining nonstop about everything from rude patients to out-of-ink pens. Over time, that individual can manage to undo hours of hard work and morale-boosting initiatives, and send your customer service crumbling.
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Home health agencies will receive a slightly worse than proposed payment update from Medicare in calendar year 2010, for an average net payment decrease of 1.03%, according to the final rule released by the Centers for Medicare & Medicaid Services (CMS).
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A combination of face-to-face and telephonic case management has resulted in high patient satisfaction ratings and a significant decrease in health care utilization for patients with complex medical needs.
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During past medical malpractice crises, many states established "patient compensation funds" to provide accessible and affordable medical liability insurance to health care providers.