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Every patient access department has registrars who can be counted on to rise to every occasion, but better pay may lure these valuable employees to other hospital departments or industries. Instead, why not give these employees "an offer they can't refuse" that is, a clear path to career advancement.
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It's hard to imagine a tougher point-of-service collection challenge than collecting from emergency department patients. Patients may expect to pay a small copay, and when they change to inpatient status, may suddenly owe thousands of dollars toward their deductible.
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A landmark study conducted by the Poneman Institute Reference shows that 70% of hospitals say that protecting patient data is not a top priority and 67% have less than two staff members dedicated to protection management.
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Patient access staff are encountering patients under financial stress, and the same is true for employers, notes Brett Taylor, director of payer relations for Nationwide Children's in Columbus, OH.
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When a claim denial occurs, the underlying cause is not necessarily the payer's requirements, says Silva Gramlich, director of registration services in the finance department at Nationwide Children's Hospital in Columbus, OH.
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Years ago, when patients came in with Medicare coverage, registration staff were "ecstatic," recalls Robin Teneyck, director of patient access for Sound Shore Health System in New Rochelle, NY.
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The patient access world is seeing nothing less than a sea change in its roles and responsibilities, according to Pam Carlisle, CHAM, corporate director of patient access services at OhioHealth in Dublin.
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If you find yourself struggling to hold on to your best employees, compensation is probably an issue.
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Calling to remind patients of their appointments, instructions on how to prepare the night before a procedure, or to see if patients have questions prior to surgery are important ways to keep your outpatient surgery or diagnostic testing departments' schedules on track.