Melissa A. Salyer, CRCR, director of patient access at Chesapeake Regional Healthcare in North Chesapeake, VA, created a graphic to track results after the department’s point-of-service collections program was revamped.
“I learned that the processes work,” Salyer says.
The graphic shows the access leaders how having a new director in the department, and implementation of training, tools, and incentives, affected point-of-service collections.
In March 2015, patient access went live with a new EPIC system and saw only a slight decrease in collections over the next few months. For Salyer, this consistency confirmed that training makes a difference.
“Technology is simply a tool,” she says. “If staff have training, they are able to carry out the processes regardless of the tools.”