About 90% of what occurs in her patient access department is automated, according to Stefani Moore. That includes training, much of which employees complete through online modules.
“This allows employees to self-access and take their assigned modules with 24/7 convenience. It accommodates all shifts and days of the week,” says Moore, regional manager of patient access at St. Joseph Health in Irvine, CA.
With more than 300 team members across multiple campuses, Tara Leigh Shorley, MHA, SSGB, CHAM, relies heavily on online training.
“I find it very effective, mainly after we have had meetings to discuss changes,” says Shorley, director of the Patient Access Services Contact Center at Baptist Health in Jacksonville.
Continual Updates
At St. Joseph Health, patient access leaders recently used online training modules for annual compliance training on patient privacy regulations and active shooter awareness.
“Every time we have changes and updates on policies, we send out a link, which allows the user access to the resource,” Moore says. Online training is an easy way to update staff on ever-changing payer requirements, and inform them of any changes in departmental policies on self-pay patients and financial assistance. Despite the continual need for training, patient access staff still must maintain their productivity expectations.
“In addition to the flexibility of time, online modules allow employees to learn at their own pace for better understanding,” Moore says.
The department also saves considerable costs by not spending funds on a trainer.
“Those resources can be directed in another manner,” Moore notes. “It’s also a greener way of communicating. We save money on paper for documents that would be disseminated.”
However, the department’s use of online training is limited in scope.
“We defer from online training when important new implementations come into place, which affects the entire staff,” Moore says.
In-person training is a better approach for that type of comprehensive education.
“When management needs to ensure that there is overall understanding, we make ourselves available to answer questions and set expectations,” Moore says.
SOURCES
- Stefani Moore, Regional Manager, Patient Access, St. Joseph Health, Irvine, CA. Phone: (949) 381-4685. Email: [email protected].
- Tara Leigh Shorley, MHA, SSGB, CHAM, Director, Patient Access Services Contact Center, Baptist Health, Jacksonville, FL. Phone: (904) 202-1586. Fax: (904) 391-5746. Email: [email protected].
Patient access leaders share success stories.
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