"Customer service is something that is sometimes really hard to monitor," says Linda Smith, manager of patient registration and centralized scheduling at Barnes-Jewish St. Peters (MO) Hospital. "Unless you have direct interaction with staff, you don't always know.
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Lack of the right technology to automate time-consuming, error-prone processes can put patient access departments at a big disadvantage. On the other hand, there is a concern that some technology investments may be a waste of money, particularly when all expenditures are being put under the microscope.
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"A number of exciting collection technologies have evolved over the last few years. They are already lowering costs and improving services,"...
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Of all hospital areas, emergency departments are probably the most problematic when it comes to collections. Not only do patients want to leave as quickly as possible, federal law prevents you from collecting anything before a medical screening examination is completed.
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At times, patient access bears the brunt of many complaints. Some are justified; others are not. But either way, your response should be immediate.
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