Hospital Access Management – March 1, 2011
March 1, 2011
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Provide access staff momentum even when salaries remain stagnant
It's no secret that the responsibilities and skill level of most "front end" staff have expanded greatly, while financial compensation has typically not kept pace. As a result, "patient access staff will demand higher salaries," predicts Antionette Anderson, CHAA, CHAM, director of patient access and centralized scheduling at Skaggs Regional Medical Center in Branson, MO. -
Gain 'intense loyalty' from access employees
If a registrar makes a mistake that results in a needless claims denial, and the following day notices an error that prevents a denial, which is more likely to get your attention? -
Surge in underinsured, self-pay? Use these tips
The utilization of services by self-pay patients has increased by 6.9% over the last fiscal year at St. Joseph's Hospital and Candler Hospital, both located in Savannah, GA, says Susan M. Younggreen, director of patient financial services. -
Asking for money? Enlist help of best staff
Two employees excelled both at cash collection and customer service at William Beaumont Hospital in Royal Oak, MI, says Cheryl L. Webster, director of patient registration services. Webster asked them to train her front-end staff. -
Observe staff: Are skills top-notch or lacking?
Since Pam Kast's office is part of the main admitting area in her hospital, she sees and hears her staff in action on a daily basis. -
Data show how staff measure against peers
Before a patient access employee starts work at Bronson Methodist Hospital in Kalamazoo, MI, he or she takes a proficiency exam, says Patti Burchett, director of registration and central scheduling. "That is the first level of us being able to assess whether they 'get it' or not, before they even hit the door." -
Turn reluctant staff into first-rate POS collectors
Holly Hiryak, MNSc, RN, CHAM, director of hospital admissions/access services at the University Hospital of Arkansas in Little Rock, says that while financial counseling is not a new role for her access staff members, the role has become considerably more complex. -
Reap these benefits with online payment option
Your patients probably expect that they'll be able to pay their hospital bills online, just as they do with all their other bills. "More and more, people are paying all their bills online," says Kathy Peterson, director of patient financial services at CVPH Medical Center in Plattsburgh, NY. "They don't have to write a check, don't have to get a stamp, and can wait till the final due date to pay. It is instantaneous." -
Cleaner registrations from 'front-door' consolidation
a.l scheduling and registration functions now report to the access management team at Methodist LeBonheur Healthcare in Memphis, TN, as a result of consolidation of front door functions, says Jessica Murphy, CPAM, corporate director for patient access services. This has reduced fragmented reporting structures, she says.