Show new hires you expect much of them
Set high standards from the start
When Roxana Newton, CHAA, patient access supervisor at Porter Adventist Hospital in Denver, was interviewing a potential central scheduler, the applicant seemed taken aback by how many questions she was being asked.
"The interview process is vigorous, but it is to ensure the applicant understands what they are getting into," Newton says.
She explains to applicants that the information they collect from patients is "not only about time and place. It also concerns allergies and previous exams. There are serious medical questions that must be answered correctly to book an exam."
Newton always goes over the "big picture" of the patient access role with applicants, including receiving a call from the patient to book an exam, receiving a call about their benefits and the amount due at the time of service, and the patient arriving at the facility and checking in.
"I show the new hire that every piece is important, so they can see the patient care from every aspect," she says. "If the applicant reacts confidently that they could handle this workload, that is a sign that they will be a great addition to the team." Newton takes these steps to convey expectations to newly hired patient access employees:
New hires receive computer-based and hands-on training.
"Once they are on their own, there is a three-month grace period for education," says Newton. "Following this probationary period, registrars are subject to corrective action if mistakes are made."
New hires are made aware of the department's collection goals.
For example, emergency department registrars are expected to obtain at least 60% of all copays from patients covered by a commercial payer.
"We exclude Medicaid and Medicare, workers' comp, and auto insurances," says Newton. "With self-pays, we encourage a minimum of five dollars each. Those are counted toward their goal, but not against them, at this time, if they do not collect."
New hires sign an acknowledgment form outlining their duties.
"We conduct monthly staff meetings and one-on one-meetings with each registrar," says Newton. "At the end of the day, there should never be a question as to what is expected from them."
When Roxana Newton, CHAA, patient access supervisor at Porter Adventist Hospital in Denver, was interviewing a potential central scheduler, the applicant seemed taken aback by how many questions she was being asked.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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