Four hours a day is too much time on the phone with payers — Hold times last up to 45 minutes
Patient access employees often have to make time-consuming phone calls to payers to obtain authorization or inform payers of a patient’s admission.
- Some calls can be avoided by obtaining authorization and verifying benefits online.
- Requests can be grouped by service or payer so multiple authorizations can be obtained in a single call.
- Payer sites often lack a comprehensive listing of CPT codes and related authorization requirements.
Financial counselors at Stonybrook University Medical Center spend about four hours a day on the phone with insurance companies verifying inpatient benefits and obtaining authorizations.
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