Access Management Quarterly: Learn how to improve account management

  • Provide full-service financial counseling for inpatients, observation, and outpatients more than $1,000 or outpatients with multiple accounts (includes program approvals, payment arrangements, and insurance finds).
  • Eliminate account handoffs from vendor to financial counselors, to PRVC, to patient accounts, to vendor.
  • Use best practice self-pay management procedures, flowcharted for patient access and for vendor.
  • Back-fill OhioHealth staffing resources with vendor.
  • Manage all account handoffs to vendor.
  • Stop patient shopping. Single self-pay discount policy followed by all entities.
  • Financial counselors monitor account quality for all patient access and vendor accounts.
  • Handoffs to vendor include: out-of-county patients, disabilities, illegal aliens, discharged patients, nights/weekends/emergency department patients that currently are missed, and all accounts still needing work after 45 days.
  • All vendor contracts summarized into one OhioHealth document.
  • Standardized eligibility pricing for all facilities.
  • OhioHealth to "Authorization to Represent" documents signed at registration.
  • Weekly/monthly meetings and reports from vendor.
  • Quarterly review of vendor pricing structure written into contract.
  • Expected results — overall net patient revenue increase through qualification of Medicaid or HCAP/charity.

Source: OhioHealth, Columbus.