The revenue loss caused by CPT code changes is nothing short of staggering. When it comes to CPT codes that change after service, one of the biggest challenges is in the surgical space. Learn how some patient access departments are proactively addressing this problem.
Patient access can intervene to stop an unauthorized test, assuming it is not emergent or urgent — or find out if the patient wants to go forward anyway. Registrars' expertise makes all the difference on whether the hospital is paid, and how quickly. Possibly, the health plan will agree a new authorization is unnecessary — as long as the clinical records are sent with the claim.
The patient experience is a priority for hospitals, but typical patient satisfaction surveys are not much help to revenue cycle departments. Surveys usually do not reveal which registrar is responsible for the patient’s impression. Also, some respond to every other question in the survey, but leave the registration-related question blank for some reason.
To better understand the patient experience, registrars hand out “Please tell my manager how I did” cards. The idea is to encourage patients to respond right after, or even during, their registration experience.
Registrars should bring up payment or insurance only after a medical screening exam and stabilizing treatment has been provided. This means a patient should not be asked about copays or payment during the exam or while undergoing treatment.