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The single biggest challenge for registrars is all the multi-tasking they need to do, according to Cynthia Norman-Bey, director of patient access services and the PBX (private branch exchange) Call Center at Glendale Adventist Medical Center.
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Recent changes for patient access staff at BayCare Health System in Tampa, FL, include registration kiosks, palm vein biometric devices, and new consent forms that all patients have to sign.
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An incorrect admission status on a patient can cause a delay in obtaining a required authorization, warns Marsha Kedigh, RN, BS, MSM, director of admitting, ED registration, discharge station, and insurance management at Vanderbilt University Medical Center in Nashville, TN.
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Giving incentives to individual registrars who met collection goals at Martin Health System in Stuart, FL, seemed like a good idea at first, but it didn't work out too well, according to Carol Plato Nicosia, CHFP, CPAM, MBA, administrative director of corporate business services.
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Loretta Buisson, director of patient access satellite facilities at Ochsner Health System in New Orleans, LA, looks for applicants who have great customer service skills, are highly motivated and dependable, and adapt well to change.
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At Hendrick Medical Center in Abilene, TX, offering incentives "has impacted our collections tremendously," reports Berdia Thompson, admissions supervisor.
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Even though a hospitalwide satisfaction survey given to patients at Wake Forest Baptist Health in Winston-Salem, NC, was customized with wording such as "the person who asked you for your insurance information," patients still sometimes confuse their registration experience with other areas, says Keith Weatherman, CAM, MHA, associate director of service excellence for the corporate revenue cycle.
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Before a patient even approaches your registration area, he or she might "expect the worst," according to Keith Weatherman, CAM, MHA, associate director of service excellence for the corporate revenue cycle at Wake Forest Baptist Health in Winston-Salem, NC.
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When Roxana Newton, CHAA, patient access supervisor at Porter Adventist Hospital in Denver, was interviewing a potential central scheduler, the applicant seemed taken aback by how many questions she was being asked.
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Until recently, patient access managers at University of Iowa Health Care in Iowa City performed all quality assessments manually, says Susan Newton, who is the revenue cycle manager for patient access management and patient financial services.
