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At St. Luke's Hospital in Cedar Rapids, IA, the essential information that will help patients manage their heart failure and prevent hospital admissions is provided in the form of questions.
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The fundamentals of teach-back need to be taught to staff members who educate patients, says Eileen Brinker, RN, MSN, heart failure program coordinator at the University of California, San Francisco Medical Center. Brinker learned these fundamentals at the Institute for Healthcare Improvement in Cambridge, MA.
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In a quick-moving, high-volume area such as the emergency department (ED) of Botsford Hospital in Farmington Hills, MI, communication breakdowns are bound to happen between patient access and clinical staff.
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More often, patient access financial counselors find themselves in the unenviable position of telling patients about out-of-pocket responsibilities running into the thousands of dollars.
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Almost all private plans now require authorizations for radiology services, reports Richard J. Suszek, director of patient access at Barnes-Jewish Hospital in St. Louis, MO, and Missouri Medicaid began requiring authorizations in July 2010.
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Would you consider one-year-old uncollected account with a large outstanding balance to be a lost cause that ultimately will need to be written off?
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Registrars at Carolinas HealthCare System in Charlotte, NC, benefit from "tricks of the trade" shared by specialists within the department, reports Christina Baugh, supervisor of PRN registrars and patient financial service specialists for corporate patient access.
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Payers are asking for more authorizations for high-dollar radiology procedures, and claims denials are resulting, reports Stephen Hovan, executive director of patient fiscal services at The University of Tennessee Medical Center in Knoxville, who adds that his department is seeing a 75% increase in authorizations for radiology processes.
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Just a couple of years ago, registrars in the emergency department (ED) at the University of Connecticut Health Center in Farmington collected only $100 to $1,000 a month in copays.
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The Access Center is the first contact that a referring physician has with the hospital, notes Bob Potter, RN, manager of access and preadmissions at University of Colorado Hospital in Aurora. "The first impression is the lasting impression," he says. "Customer service is our sole reason for existing."
