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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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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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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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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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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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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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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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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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Before a new admission/discharge/transfer (ADT) system was implemented at Lee Memorial Health System in Fort Myers, FL, three patient access leaders were pulled from their previous jobs and worked full-time on the system implementation.
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On the morning a new admission/discharge/transfer (ADT) system was going live at one of Fort Myers, FL-based Lee Memorial Health System's hospitals, Colleen Edwards, system director of registration and patient business services, had "a huge fear we would have lines of people, going all the way out the door. But that's not what happened."
