Patient access departments are increasingly focused on upfront collections. Yet staff thrust in this new role often are somewhat uncomfortable with asking patients for money.
Due to the economic downturn, patient access departments are being asked to maintain programs with fewer resources and do more with less. Technology investments are being put off, and staff in some cases are being cut.
This is a two-part series on use of performance indicators in patient access. This month, we cover their benefits and how to develop the most effective scorecards.
Patient care and business priorities can co-exist as equal partners, says Jodie Martin, director of hospital admitting at University of Kentucky (UK) HealthCare in Lexington, but "it's up to the patient access manager to facilitate that partnership."
Fewer resources, service discounts, high deductibles, transparency, increased market competition, and increases in the uninsured population. These factors make it "ever so critical to collect during the upfront processes."
