Hospital Access Management – October 1, 2018
October 1, 2018
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Facing Home Loss and Evacuation, Patient Access Staffers Reported for Duty
Four of the six registrars at Redding, CA-based Shasta Regional Medical Center who were evacuated due to the devastating ongoing Carr Fire recently reported for their shift as usual. Their dedication serves as an example of how patient access employees can unite to help each other and serve the surrounding community during a disaster.
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Hospitals Hit 2% of Net Revenue for Point-of-service Collection
For the first time ever in early 2017, all four of Rockledge, FL-based Health First’s hospitals hit a long-awaited target for point-of-service collections: They all collected 2% or more of net revenue — and have not stopped hitting that mark since. The secret weapon behind this revenue cycle milestone? The department created two designated roles: collection and account creation.
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What Do Clinical Area Staff Think About Patient Access?
Virtually all patient access departments measure patient satisfaction in some way. But what about clinical area satisfaction with patient access?
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Tips to Prevent Registration Short-staffing
Inadequate staffing during high-volume periods is a top dissatisfier in registration area surveys. Experts offer potential solutions to minimize this frustrating occurrence.
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Make Fantastic ‘Front Door’ Impression on All Patients
All departments in one health system use the AIDET communication tool. The acronym stands for five communication behaviors: Acknowledge, Introduce, Duration, Explanation, and Thank You. Here are some examples of how it sounds to a patient being registered.
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Training Key to Driving Preservice Revenue Increase
The patient access services department at UCLA Medical Center made the decision to create a designated team for preservice registration and collections many years ago, which has improved patient wait times and increased hospital collections.
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Clinicians to Registrars: ‘You Take Too Long’
There is probably no area that is more challenging to register patients than a busy, chaotic ED. To make things even more challenging, clinicians frequently are impatient with registrars. There are several sources of tension between clinicians and patient access.
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Registrars Can Defuse Tense Encounters
When patients hear about high out-of-pocket costs, did not realize their insurance would leave them with a large balance, or just did not know their copay was so high, registrars often bear the brunt of their frustration.