Utilize access staff in multiple areas

Cross-training is required

At Palmetto Health Richland in Columbia, SC, the admissions department's career ladder program requires cross-training in four admissions areas, financial counseling, and patient accounts.

"This has provided us with a pool of patient access representatives who are competent in multiple admissions areas," reports Ebony Seymour, CHAM, patient access manager. Seymour estimates that it costs about $1,000 for an employee to complete the cross-training. "Although it may seem like a large sum of money, the benefits of being able to utilize the staff in other areas is worth the expense," Seymour says.

A minimum of 20 hours of cross-training is required in each admissions area and financial counseling, which allows patient access representatives to provide coverage to short-staffed admissions areas.

"The career ladder process has increased our ability to flex employees between areas when we have call-ins, disasters, and holidays," says Seymour. "For example, an employee from the third shift in the emergency department can open main admissions at 6 a.m. if there is a call-in."

Standardize processes

Because admissions processes are standardized, it's easier for patient access leaders to use access staff in other areas, says Seymour. Regardless of the admissions area in Palmetto Health's two Columbia campuses, which are Palmetto Health Richland and Palmetto Health Baptist, the registration system, forms, and signature capture are the same.

"We have the ability to utilize the patient access representatives across campuses," says Seymour. "The only information that they need to be able to perform their job responsibilities in another area is an understanding of the patient flow."

Source

For more information on cross-training patient access staff, contact:

Ebony Seymour, CHAM, Patient Access Manager, Admissions & Registration, Palmetto Health Richland, Columbia, SC. Phone: (803) 434-2244. Fax: (803) 434-7092. E-mail: [email protected].