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Remaining sensitive to a patient’s circumstances often diffuses a difficult situation.
Registrars cannot always change what is upsetting someone. However, many have found that simply being nice is all that is needed.
Patient access staff have nothing whatsoever to do with bills patients receive from providers who turn out to be out of network. Still, staff need to respond effectively when it happens.
Wait times probably are the most common complaint about registration. The issue seems simple at first — somebody waited longer than he or she wanted to. However, there often is more to it.
Establishing access to Medicaid or re-starting coverage that has lapsed is a lifeline for many sick patients.
Receiving payment for patient services rendered has everything to do with the entering the right Current Procedural Terminology codes. For patient access, it all starts with collecting accurate information from the beginning.
Staff play the role of educator, advisor, collector, and a sympathetic ear.
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