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To collaborate with clinical areas on quality improvement, Stacy Calvaruso, CHAM, assistant vice president of patient management at Ochsner Health System in New Orleans, assigns her staff members to projects involving both areas.
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Hundreds of revenue cycle metrics were shared with the Cleveland (OH) Clinic's 22 clinical institutes each month, but much of the information wasn't relevant to them, according to Susan M. Milheim, senior director of revenue cycle management.
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When a patient answered "very satisfied" to a survey question about how many times a call was transferred, patient access leaders at the University of Texas MD Anderson Cancer Center in Houston had no way to know if the patient had called the inpatient admissions unit or the hospital gift shop.
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A message left by a patient on the voicemail of Brian Sauders, manager of patient access services at Indiana University Health North Hospital in Carmel, stated that although the service was quick and effective, she perceived the registration experience to be "cold."
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Cross-training is important not only for staffing coverage, but it also gives staff a better understanding of the revenue cycle as a whole, according to Roxana Newton, patient access supervisor at Porter Adventist Hospital in Denver.
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If a pre-certification is required prior to service, registrars at TriHealth in Cincinnati do everything in their power to be sure it's obtained. However, if this is not obtained prior to service, employees are required to get a Notice of Non-Coverage signed, reports Stacey Bodenstein, general manager of admitting and registration.
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At BayCare Health System in Clearwater, FL, one of the trainers in the admitting and registration department is dedicated solely to improving customer service provided by registration team members.
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Many patients tell registrars at Abilene, TX-based Hendrick Medical Center, "Just bill me later," or, "I'll make payment arrangements after my insurance has been billed."
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If a copay isn't collected at Cincinnati (OH) Children's Hospital Medical Center, patient access trainers want to know the reason why. This information is important, says Michelle Gray, MHA, director of patient access and outpatient registration, because it helps you to identify areas needing improvement to increase copay collection rates.
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To get staff more comfortable collecting, Berdia Thompson, admissions supervisor at Hendrick Medical Center in Abilene, TX, suggests asking staff to participate in role playing exercises with individuals from another department.
