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Patient access leaders at University of Kentucky Healthcare in Lexington reduced the phone call abandonment rate from 13% to under 4%.
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The patient access areas at The University of Tennessee Medical Center in Knoxville reached a goal to have all physician orders complete and available at the time the patient presents for services.
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If a patient continually encounters different processes throughout your organization for scheduling, registration and check-in, he or she is very likely to become frustrated.
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Patient access leaders are finding the need to overhaul their existing career ladders.
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Registrars at Georgia Regents University in Augusta work side by side with utilization review/precertification nurses to prevent claims denials.
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All conversations that come into central scheduling are recorded and are used for two purposes, says Mike Horton, manager of the central scheduling department at Hackensack (NJ) University Medical Center.
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Just five years ago, patient access employees at University of Washington Medical Center in Seattle werent collecting anything from patients at all. This year, collections in the emergency department topped $4.5 million.
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Providers ordering stat CT scans or magnetic resonance imaging scans (MRIs) certainly dont want their patients to wait hours in the emergency department, to show up for a test only to learn the original order was incorrect, or receive a bill due to a failure to obtain a required authorization. Too often, however, those situations occur.
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It was no secret that clinical areas didnt have a good working relationship with registrars at OSF Healthcare in Peoria, IL. In 2013, patient access leaders set out to change this relationship.
