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Below is a training exercise used by Nicole Marsoobian, supervisor of preregistration at Tufts Medical Center in Boston, to test the listening skills of her patient access staff:
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A patient's complaint that the TV didn't work in her room obviously had nothing to do with your patient access department. If a patient mentioned this to you, would you do anything about it?
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When interviewing applicants for patient access positions at Children's National Medical Center in Silver Spring, MD, Keisha Byam, MPH, training manager and safety coach, asks detailed questions about the person's ability to adapt to change.
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A new claims management system implemented at Cambridge (MA) Health Alliance in 2010 has allowed patient access staff to help get many more "clean" claims out the door, says Mary Calloe, director of patient access services.
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I'm going to teach you some of the basics of billing and claims management." When Mary Calloe, director of patient access services at Cambridge (MA) Health Alliance, said this statement to members of her staff, they weren't too happy about it.
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Before a new electronic medical record system was implemented at Ochsner Health System in New Orleans, registrars made a minimum of five copies of the patient's order, the face sheet, the appointment record, and patient label sheets. They sent all of these to clinical departments.
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If a patient is scheduled for a high-dollar imaging procedure on short notice, this situation presents some additional challenges with obtaining authorizations, according to Robyn Rogers, a patient access manager at St. Nicholas Hospital in Sheboygan, WI.
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Overlook Medical Center in Summit, NJ, and its parent companies have agreed to pay the United States $9 million to settle allegations that they violated the False Claims Act, the Justice Department announced recently.
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Loss of chance, which is arguing what might have been if medical treatment or diagnosis had taken place earlier or been properly carried out, has been an available legal tactic for plaintiffs for decades; however, it was a relatively dormant legal theory in past years because courts limited how and when it could be used. Now it is becoming popular with plaintiffs attorneys again, and some defense attorneys say it is even more threatening now.
