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A prospective patient at St. Anthony's Medical Center in St. Louis, MO, can request a price quote be worked up by filling out a simple form on the hospital's website.
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There is not only less time to collect the patient's out-of-pocket responsibility if a service is scheduled for the same day; there's also less time for the patient to make an informed decision if needed, says Jennifer Nichols, director of patient access at Spectrum Health in Grand Rapids, MI.
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Authorizations for high-dollar diagnostic tests are the single biggest problem with same-day scheduling, according to Wendy M. Roach, RDMS, manager of patient access and central scheduling at Advocate Good Shepherd Hospital in Barrington, IL.
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Even if a payer considers your hospital to be "in network," it might cost a patient more to obtain a service at your facility due to varying tiers of benefits for various facilities.
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If a patient is admitted at 10 a.m. Friday to Virtua Hospital in Marlton, NJ, members of the patient access staff have only until 10 a.m. Saturday to notify the insurance company.
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At times, registrars are stuck on the phone for 30 minutes before even speaking to a representative, when notifying a payer of a patient's admission, says Amy Lloyd, patient access coordinator at Trinity Muscatine (IA).
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After an applicant for an emergency department patient access position admitted she had difficulty multi-tasking, it became clear she really wasn't a good fit for the job after all, says Ebony Seymour, CHAM, manager of admissions and registration at Palmetto Health Richland in Columbia, SC.
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Although 9,700 transactions were paid online by patients, totaling over $2 million in a nine-month period in 2011 and 2012 on San Diego-based Sharp HealthCare's website, those same patients can't yet obtain price quotes for services electronically.
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Just because someone has ample experience with your specific admission/discharge/transfer system, that experience doesn't necessarily make them a good fit for a patient access position in your department, warns Brian Sauders, manager of patient access services at Indiana University Health North Hospital in Carmel and Indiana University Health Saxony Hospital in Fishers.
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Is an employee simply unable to keep up with the workload? Or is the employee simply not suited to working in a department where expectancy of service excellence is a requirement?
