'One call does it all' for patients
'One call does it all' for patients
Centralized registration saves money
In September 2011, the pre-registration, pre-authorization and insurance verification functions were centralized for four of the seven facilities that are part of Peoria, IL-based OSF HealthCare, reports Stacey Boland, director of patient access.
Previously, each facility had its own pre-service department for each of the three functions. "Our staff are trained to complete all of these pre-service functions, in order to create a 'one call does it all' approach for our patients," says Boland.
The department was divided into two teams, for outpatient services and inpatients/surgeries. "Within those two teams, we have a scheduled and an unscheduled group," says Boland. "Therefore, we have a group that is focused on all patient types that are scheduled, even within 24 hours. We are able to clear them for services prior to the patient arriving at the facility." Here are some benefits the department has seen:
All staff are able to handle any type of account, whether inpatient or outpatient, scheduled or unscheduled, and any type of incoming call from a patient or an insurance company.
"Our goal is to complete all necessary pre-service functions prior to the patient arriving at our door," says Boland.
Patients spend less time in registration areas.
If the patient needs to sign an advanced beneficiary notice (ABN) or self-pay waiver, the account is flagged in the electronic medical record for the on-site registration staff. "This assists the registration staff in expediting the registration process," says Boland.
If a patient expresses a financial hardship, the account is flagged so the patient is directed to on-site financial counselors.
"The financial counselor either contacts the patient before services or meets with them on-site during their visit to the facility," says Boland.
Everything is resolved
Previously, staff members performed just one function, such as pre-registration, insurance verification, or pre-authorization.
"There were multiple phone calls to the patient and/or insurance company for the same service, from multiple representatives from the facility," Boland says.
Today, the representative looks at the entire account, she says, taking into consideration all of the components that need to be resolved to financially clear it. Cost savings haven't yet been determined because the process is so new, says Boland, but time and money are saved due to multiple calls no longer being made on the same account.
"Since many pieces of financial clearance are tied together, it becomes a one-stop shop for staff completing the account," she says. "We hope to reduce overtime and lean out our workflows with the new processes."
Source
For more information on centralizing registration processes, contact:
Stacey Boland, Director, Patient Access, OSF HealthCare, Peoria, IL. Phone: (309) 683-6761. Fax: (309) 683-6792. E-mail: [email protected].
In September 2011, the pre-registration, pre-authorization and insurance verification functions were centralized for four of the seven facilities that are part of Peoria, IL-based OSF HealthCare, reports Stacey Boland, director of patient access.Subscribe Now for Access
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