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People have become accustomed to digital boarding passes for airlines, self-checkout at grocery stores, and one-click shopping. In contrast, the registration process seems hopelessly antiquated. In theory at least, it is now possible for patients to do it all themselves.
Recently, a medical center in Chicago added kiosks to some registration areas. The change went over well with most patients, but registrars remain to offer a friendly face and some help.
Hospital employees in clinical areas have long recognized the value of networking with others in their field. Now more than ever, the same is true for their revenue cycle colleagues.
For registrars at a New York City medical center, the ambassador role was a promotion on the same level as senior registrar. The job requires top-notch customer service skills, problem-solving, and standing for long periods.
Fair or not, patients compare their registration experience with the check-in process at a nice hotel, making reservations at their favorite Italian restaurant, or the ease of buying a new sweater online. How would your department measure up?
Will healthcare be able to change itself quickly enough, or will outside forces change the system in a way that may not be advantageous to consumers, providers, or insurers?
Patient and family advisory committees give valuable input at many hospitals. Often, though, the focus is on clinical processes more so than the revenue cycle, even though both matter to patients and families.
HIPAA breaches can happen even to the best prepared healthcare organizations, but knowing the most common failings can improve your chances of staying in the good graces of the Office for Civil Rights.
The Office for Civil Rights usually has much less patience and understanding when the covered entity or business associate has not adopted required HIPAA policies and procedures, has not properly trained and retrained its employees (no less often than once per year), failed to conduct required periodic enterprise-wide risk assessments, or failed to investigate and report a breach timely.
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