Hospital Access Management – July 1, 2020
July 1, 2020
View Issues
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Telehealth Offers Much-Needed Revenue in Near-Term, but Future Reimbursement Is Unclear
During the COVID-19 pandemic, telehealth is surging in popularity. But due to nationwide demand, there have been bandwidth and technological instability issues for patient access departments trying to adjust.
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Telehealth Reimbursement Continues to Evolve
For patient access, the telehealth boom carries some broad implications. As more patients become familiar with using telehealth, they are demonstrating a desire for additional digital interactions with providers.
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Payers, Providers Speed Care by Agreeing on What Does Not Need Authorization
If prior authorizations are eliminated with upfront agreements, this can create more time for patient access staff. Registrars can focus on helping patients understand their coverage and out-of-pocket costs.
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Prompt Pay Discounts Can Reduce A/R Days, but Consistent Policies Are a Must
More people are trying to barter for healthcare. In turn, certain facilities may offer discounts to patients who commit to satisfying some or all of their financial responsibilities before receiving services.
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Upfront Collections Processes Are (Somewhat) Upended
Upfront collections are a major focus for revenue cycle departments, with a strong emphasis on early financial clearance of accounts. Widespread unemployment and coverage loss has altered that for the foreseeable future, at least to some extent.
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Tools Say Patient is Eligible, but Only Dental or Vision Is Covered
Many registrars have excellent eligibility verification software at their disposal. Still, some responses are interpreted incorrectly. Two factors make it harder to determine eligibility: lack of standardization of health plan insurance cards and inconsistency in the way returned results are formatted.
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Feedback on Problematic Calls Comes from Coworkers, Not Supervisors
A supervisor says she received a complaint from a patient about rude treatment. She asks you, the registrar, whom the complaint is about, to listen to a recording of the call. Then, the supervisor asks if you think you provided good customer service. This approach could lead the team member to become embarrassed and defensive — and could permanently damage the feedback loop between supervisor and employee.
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