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Many reimbursement dollars may be lost if patient access fails to obtain accurate information on whether a patient has another form of insurance that will supersede Medicare during the registration process. Medicare Secondary Payer (MSP) requirements are one of many ever-increasing demands put on front-end staff, says Jennifer Nichols, director of patient access at Spectrum Health System in Grand Rapids, MI.
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You're probably being asked to do more with less in your department, while rewarding staff for the good work they do. Roxanna DeMoss, director of hospital patient access at Ohio State University Medical Center in Columbus, says that a "Bravo" reward system has worked very well to provide registration staff with recognition.
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"How hard can it be to get the right address and phone number?" is a question you might hear too often. In reality, of course, it's not as simple as it sounds.
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If a patient requests financial assistance at University of Mississippi Medical Center in Jackson, he or she can expect to be asked for some very specific information about finances more specific than that previously requested. This makes it harder for patients to "game the system."
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Even though the number of self-pay and underinsured patients continues to grow at Northwest Community Hospital in Arlington Heights, IL, the patient access department set a goal of increasing emergency department (ED) collections by 50%.
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WakeMed Health & Hospitals in Raleigh, NC, has a long history of caring for all who seek service regardless of the ability to pay, and is currently facing a marked increase in uninsured patients.
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The mission of eight onsite Medicaid case managers at WakeMed Health & Hospitals in Raleigh, NC, is to "focus only on patients who have been patients at WakeMed," says Heidi McAfee, director of patient access/case management.
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As payer requirements become more numerous and stringent, any type of error can result in a needless claims denial.
