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[Editor's note: In this issue of Same-Day Surgery, we put a special focus on compliance with regulated drugs. We've talked with some of the top pharmacy consultants in the country to find out foolproof systems for avoiding diversion and theft. These stories will help you decide where to focus your time and energy, while avoiding liability.]
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In August 2011, emergency department (ED) registrars at University of Mississippi Health Care in Jackson were trained on patient estimator software, which increased collections by 124% compared to the previous year, while admissions areas saw a 319% increase.
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Mistakes in registration, such as missing information, are discovered by frequent audits done by managers at Gundersen Lutheran Health System in La Crosse, WI. These become part of the employee's annual evaluation.
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Payer requirements are the single most challenging area in training of patient access staff, according to Colette Lasack, MBA, executive director of revenue cycle at Gundersen Lutheran Health System in La Crosse, WI.
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When Michelle M. Mohrbach, CHAM, became manager of patient access and central scheduling at Blanchard Valley Health System in Findlay, OH, new hires typically "shadowed" another registrar for a short time before going out on their own. This approach has changed dramatically.
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After a price estimator system was implemented at St. Joseph East in Lexington, KY, the need for one-on-one training quickly became apparent, says Stephanie Stamper, patient access coordinator.
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Previously, registration errors were sent to individual access employees, who were required to correct the error, says Stacey Bodenstein, general manager of admitting and registration at TriHealth in Cincinnati, OH. However, corrections weren't being made quickly enough due to varying shifts.
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The implementation of a new health information system at TriHealth in Cincinnati, OH, "has given has given us an amazing opportunity to look very closely at all of our processes," says Stacey Bodenstein, general manager of admitting and registration.
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Training of new hires has become much more comprehensive, due to the expanded patient access role, according to Betsy Keating, interim patient access director at Northwest Community Hospital in Arlington Heights, IL. Keating is a senior consulting manager at Chadds Ford, PA-based IMA Consulting, which provides revenue cycle services for the healthcare industry.
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Service became a pressing issue when registrars at Blanchard Valley Health System in Findlay, OH, started ED and high-dollar outpatient copay collection.
