Hospital Access Management – April 1, 2010
April 1, 2010
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Are you sure — really sure — that access staff aren't being rude?
Customer service is more important than ever for access departments. So managers can't afford to let "closet rudeness" go undetected. -
Use 'visual audits' as coaching opportunities
"Customer service is something that is sometimes really hard to monitor," says Linda Smith, manager of patient registration and centralized scheduling at Barnes-Jewish St. Peters (MO) Hospital. "Unless you have direct interaction with staff, you don't always know. -
Don't miss a chance to collect
Lack of the right technology to automate time-consuming, error-prone processes can put patient access departments at a big disadvantage. On the other hand, there is a concern that some technology investments may be a waste of money, particularly when all expenditures are being put under the microscope. -
Revamp access with these 10 technologies
"A number of exciting collection technologies have evolved over the last few years. They are already lowering costs and improving services,"... -
Some staff perks cost you next to nothing
Giving huge raises and promotions to every access staff member is one way to boost morale but isn't financially feasible. -
Team up with clinical areas to improve satisfaction
Are patients complaining that they're waiting too long? Don't forget that clinical areas are closely connected to this common complaint. -
Work with clinicians for collection of ED copays
Of all hospital areas, emergency departments are probably the most problematic when it comes to collections. Not only do patients want to leave as quickly as possible, federal law prevents you from collecting anything before a medical screening examination is completed. -
Take action if you receive a complaint
At times, patient access bears the brunt of many complaints. Some are justified; others are not. But either way, your response should be immediate.