Is patient angry? Take these steps
Is patient angry? Take these steps
Patients may arrive for outpatient surgery, only to find out the bill is estimated to be more than $10,000.
At Monroe Carell Jr. Children's Hospital at Vanderbilt in Nashville, TN, insurance management staff provide upfront liability information in advance. "The patient access staff then collect the amount that insurance management loads in the system," says Tina Williams, director of access services.
If insurance management is unable to reach the family, access staff work with patients directly. This includes obtaining financial assistance for uninsured or underinsured patients. All staff can hand out $5 vouchers for the gift shop and cafeteria. Williams says, "Access staff are trained to listen to the patient, empathize, acknowledge the concern, respond in a calm manner, and thank them for voicing their concerns." Staff members also involve a manager as soon as they think their efforts at resolution are not working.
Staff tell patients that they want their insurance to pay as much of the liability as possible, and so they must verify benefits, ensure pre-certifications, etc.
Cheri S. Kane, MSA, FHFMA, CHFP, FACMPE, division president of The Outsource Group in St. Louis, says if a patient is angry, take that individual to a secluded quiet room, ask the patient to sit down, and request assistance. "If necessary, the first person may need to leave. The replacement handles the situation," she says.
Patients may arrive for outpatient surgery, only to find out the bill is estimated to be more than $10,000.Subscribe Now for Access
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