Struggling collectors may need to try harder
Minimum standards are key
While a small group of registrars at Legacy Health in Portland, OR, were effective collectors, and most were trying their hardest, about one-third weren’t making much of an effort to collect anything at all.
“Some were collecting just two copays a month. This group was really bringing down our overall collections,” says Lindsay Hayward, director of patient access and health information management. “Our big focus now is getting our lowest level performers up to at least an acceptable level.”
Patient access leaders set a minimum monthly collection standard for each group of staff, based on the hospital’s payer mix and the registration area they work in. For example, in an ED where many self-pay and Medicaid patients are seen, the monthly minimum is 20 copays, compared with 100 copays required for registrars who work in the imaging area.
After minimum standards were set, low performers found they simply had to try harder to collect, according to Hayward. “If staff aren’t meeting the goal, we give them additional training. We ask them why they are struggling,” she says.
After several employees stated that they felt uncomfortable asking for money since they weren’t certain of the amount to collect, Hayward created a “cheat sheet” listing copays, coinsurances, and standard deposits. [The form used to determine a patient’s payment amount is included with the online version of this month’s Hospital Access Management. For assistance, contact customer service at [email protected] or (800) 688-2421.]
The preregistration team and onsite patient access staff also use a price estimation tool for surgeries and procedures, which increased collections about 20%, she adds. “They can now explain the whole picture to the patient and speak to all the different pieces of insurance,” she says.
Reluctant collectors were surprised to see that patients actually appreciated being informed of their out-of-pocket responsibility, and some can be offered financial assistance before their surgery or procedure, says Hayward.
“Staff realized that patients really want to know upfront, instead of owing $2,000 on the back end and having no clue about it,” she says.
While a small group of registrars at Legacy Health in Portland, OR, were effective collectors, and most were trying their hardest, about one-third weren’t making much of an effort to collect anything at all.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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