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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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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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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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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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Patients expect to be asked questions about their address and insurance coverage in registration areas, but they might be startled or annoyed to be asked questions about their race, ethnicity, and language.
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The World Health Organization has published the "Multi-professional Patient Safety Curriculum Guide" to help educators around the world train health professionals to bring about improvements in patient safety.
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To make sure patients have their questions answered and obtain the information they need, Jackie Davis, MLIS, consumer health librarian at Sharp Memorial Hospital in San Diego, CA, started a Health Ambassador Program.
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A program initiated by Healthy York County Coalition in York, PA, trains any interested party to teach a program titled "It's Your Health, Take Charge."
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The Office of Communications at the Center for Drug Evaluation and Research has launched a pilot program to provide Spanish language versions of the agency's Drug Safety Communications (DSCs). The Spanish versions are available at http://www.fda.gov/Drugs/DrugSafety/ucm263010.htm.
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An education program to convert active cancer patients to cancer survivors called "Road to Wellness" has lofty goals, according to its author, Matthew Ballo, MD, professor of radiation oncology at M.D. Anderson Regional Care Center in the Bay Area, Nassau Bay, TX.
