Hospital Access Management – March 1, 2010
March 1, 2010
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Do staff see access as a long-term career — or just a stepping stone?
A 22-year-old emergency department registrar working the night shift at Northern Hospital of Surry County in Mount Airy, NC, was obviously very intelligent. Equally obvious to her managers, though, was her complete disinterest in her job. -
Get your new hires 'hooked' on access
At first glance, an applicant may look at an open access position as a "get their foot in the door" opportunity. "They feel should a position become available within their educational background, that they will have 'first picks' as an internal employee... -
Say these words if staff tell you they're leaving
When your most skilled, compassionate, experienced staff person tells you she's leaving, don't let the first words out of your mouth be, "That will be a disaster for you!" or "You're making a huge mistake!" -
Easy ways to educate patients on insurance
Instead of "sticker shock," which refers to being surprised at the high price tag on an item, many patients these days are experiencing "benefits shock" when they learn how little their insurance actually covers. -
Get contact info right the first time to avoid denials
An incorrect address sounds like a very simple matter to correct, but this wrong information can lead to payment for a valid insurance claim being delayed or denied altogether. This is something that no patient access department wants. -
Get on a drive to obtain 'non-traditional' info
Obtaining "non-traditional" contact information, such as cell phone numbers and e-mail addresses, has become a major priority for University of Pittsburg Medical Center (UPMC)'s patient access department. Both of these are now required fields in the system. -
Was that a compliment you just heard? Take action
Did you just overhear a patient's wife say that one of your access employees is always friendly? This simple statement gives you a big opportunity. -
Don't fail to collect on challenging accounts
Collection of high-dollar accounts is important to patient access for more reasons than the obvious. In addition to having a direct impact on the hospital's bottom line, it boosts staff morale and gives everyone a reason to celebrate. It's a golden opportunity to broadcast success to other areas of the hospital. -
Team up with clinical areas to help patients
For a small number of extremely challenging cases, patient access staff at University of California-Los Angeles Medical Center work closely with a multidisciplinary team, including clinical areas.