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Can I get this diagnostic test done here today?" If the answer to this question is "no," the patient standing in front of you might go elsewhere for services, warns Jennifer Nichols, director of patient access at Spectrum Health in Grand Rapids, MI, where same-day scheduling is now offered to radiology patients.
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Previously, 10 to 20 claims were denied each month at WakeMedHealth and Hospitals in Raleigh, NC because of failure to notify the payer.
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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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At Hendrick Medical Center in Abilene, TX, offering incentives "has impacted our collections tremendously," reports Berdia Thompson, admissions supervisor.
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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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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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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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These are excerpts from Considerations in the Disclosure of Serious Clinical Adverse Events (SCAEs), published recently by the American Health Lawyers Association and available at http://tinyurl.com/6wzvbsg:
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Butler County Health Care Center (BCHCC) in David City, NE, has an enthusiastic team of master trainers who provide training and coaching in the Team Strategies and Tools to Enhance Performance and Patient Safety (TeamSTEPPS) program offered by the Agency for Healthcare Research and Quality, which improves communication teamwork.
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Arguments over loss of chance often come down to a battle of the experts regarding how much difference the alleged malpractice made in the outcome, says Jacqueline M. Carolan, JD, partner with the law firm of Fox Rothschild in Philadelphia.
