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Successful malpractice claims alleging failure to diagnose the post-surgical complication of peritonitis are occurring because patients are sent home without proper evaluation, according to plaintiff attorneys.
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Patient access employees are responsible for knowing the general policies and procedures of the hospital, emphasizes Angela Click, patient access services manager at OSF St Joseph Medical Center in Bloomington, IL.
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Patients rely on patient access employees to inform them of out-of-pocket costs, but accurate estimates are challenging to give. This challenge is due to changes in what is done clinically, provider contracts, patient co-morbidities, and the complexity of coverage.
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Patient access leaders should expect surveyors from The Joint Commission or the Centers for Medicare and Medicaid Services (CMS) to interact directly with front-line staff in registration areas.
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How do you protect a patients privacy? Some patient access employees get a deer-in-the-headlights look when surveyors ask this simple question, says Michael Sciarabba, MPH, CHAM, director of patient access at University of California, San Francisco.
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If providers fail to keep automated price estimators up-to-date on contract terms and historical claims, incorrect estimates will occur.
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Emergency department (ED) collections more than doubled with a quality assurance tool at Greater Baltimore Medical Center, and a check-out process allowed ED registrars at University of Utah Hospital to collect $295,000 in FY 2014. They now increase ED collection goals between 5% and 10% each year.
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When monitoring productivity of patient access staff, managers should use subjective and objective methods, recommends Mark S. Rodi, MHA, CHAM, associate vice president of revenue management at Geisinger Health System in Danville, PA.
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The National Comprehensive Cancer Network (NCCN) has launched its Reimbursement Resource App, which offers providers, case managers, patients, and payers access to payment assistance and reimbursement programs for multiple cancer types.
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Accurate productivity data is critically important to adequately staff registration areas, but patient access leaders often lack technology to capture this information.
