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Every patient access employee at Cambridge (MA) Health Alliance (CHA) participated in a massive training program provided by the organizations training, customer service, and information technology departments before a new preregistration program was rolled out, says Bettye Sabree, MHA, director of pre-registration and centralized referrals.
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Patient access employees arrived for work before Hurricane Sandy in October knowing that their shift could last for 24 hours or more, reports Linda Radcliffe, CHAM, manager of patient business services at Virtua Berlin, a hospital in Berlin, NJ.
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Before a centralized pre-registration department was created at Cambridge (MA) Health Alliance, patients sometimes received unpleasant, unexpected news when they arrived for a scheduled appointment not about their medical condition, but their insurance coverage.
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When a bonus was first offered to registrars at the University of Tennessee Medical Center in Knoxville for meeting specific collection amounts, customer service was top of the mind for patient access leaders.
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While some patient access employees at Cincinnati (OH) Childrens Hospital Medical Center were bilingual, they werent qualified to serve as interpreters. Now these employees will be offered training based on Kaiser Permanentes Qualified Bilingual Staff Model and Program.
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Staffing shortages and having to pull staff from other areas due to volume surges in the emergency department (ED) were two challenges Annemarie Rappleyea, CPAR, patient access supervisor for the ED at Community Medical Center in Toms River, NJ, faced during Hurricane Sandy.
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As patient access staff well know, managing patient identities is one of the hidden problems of health information exchange (HIE) and electronic health record (EHR) technology, according to the National Association of Healthcare Access Management (NAHAM).
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Here are some ways that patient access managers showed registrars their appreciation after Hurricane Sandy
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Hospitals are getting penalized for preventable readmissions, due to the Patient Protection and Affordable Care Acts linking of Medicare payments to the quality of care that hospitals provide.
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If patients are financially cleared and pre-registered before they present for services, this situation give you the opportunity to obtain demographic information, but do you also consider the patients need for an interpreter at that point?
