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Without question, the mistakes made by front-end staff can make or break the success of your patient access department. "Registration is one of the important components of patient care," says Debra A. Artwell, manager of outpatient access at Pennsylvania Hospital, part of the University of Pennsylvania Health System. "The patient demographics and financial information are data that follow the patient throughout our entire health system."
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It sounds fairly cut and dried: If an authorization isn't obtained from a payer, the claim will be denied. However, payer requirements are getting more and more complex and stringent.
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Over the past several years, patients repeatedly told registrars at Bay Care Health System a Tampa, FL-based system consisting of 11 not-for-profit hospitals, outpatient facilities, and services that they were concerned about medical identity theft. They didn't want to provide sensitive identifying information, such as Social Security number, each time they accessed the facility.
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Patient access staff at Tallahassee (FL) Memorial Hospital are about midway through implementing new software, which Joan S. Braveman, director of patient access and financial services, says "will really take us to the new level."
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Registrars are given two assessment tests each month, covering updates to policies or payer requirements, at St. Anthony Central Hospital in Denver. If someone fails a test, the department's patient access coordinator does a one-on-one educational session, and the test is retaken.
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Patient access leaders at St. Joseph's Hospital Health Center in Syracuse, NY, knew there was a perception by some people that scheduling medical imaging procedures was difficult. What they didn't know was why.
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Thanks to safer devices, health care workers are sustaining many fewer needlesticks than they did a decade ago. But hospitals have yet to face up to the challenge of one unsafe zone: The operating room.
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How can you achieve the highest uptake of influenza vaccine? Here are case studies from two health care systems that illustrate different approaches to health care worker vaccination.
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Tuberculosis has continued to decline in the United States even as parts of the world struggle with the growing burden of multi-drug resistant strains. Infectious diseases do not respect borders, however, so TB experts worry that complacency is as much the enemy as the disease.
