EXECUTIVE SUMMARY

Turnover in patient access areas decreased from 30% to less than 10% at Texas Health Resources after a career ladder was implemented. At Navicent Health, where a career ladder convinced 35 employees to stay in patient access, the department leaders made these changes:

  • They worked with Human Resources to give pay increases to employees with higher skill sets.
  • They created team lead positions for each registration area.
  • They created an insurance specialist role for complex inpatient and outpatient authorizations.