HCPro.com: Patient Access Weekly Advisor

PAWA offers best-practice tips from access professionals across the country who have found success with innovative approaches to problems. PAWA will also include a timely news brief to help you fine-tune processes and develop solutions for ongoing problems, such as collecting more money upfront and determining deductibles on high-deductible health plans.

September 3, 2008 (Volume 1, Issue 66)

TIP: Develop a customer service script
Scripting involves identifying common situations, activities, and questions posed to patient access and teaching staff and how to answer appropriately to project the caring, professional image of a staff member working hard to exceed the customer’s expectations.

SUCCESS IN PATIENT ACCESS: One shoe fits the other
Most department staff feels as if the other departments’ staff should be in their shoes for a change – well, Vail (CO) Valley Medical Center does that. Billers sit at the desks of registrars, and vice versa. It helps them focus on the process instead of on the people who make mistakes, says Tracy Walsh, LCSW, director of patient access and case management at Vail Valley.

Other recently-published articles from Patient Access Weekly Advisor:

BENCHMARK REPORT: Registration accuracy rates

NEWS: Patients don’t understand Medicare coverage gap

RAC UPDATE: CMS RAC Open Door forum

2008 SUCCESS: One patient access manager’s highlights

What’s new on PARC?

SNEAK PEEK: Be prepared for ABN changes

BENCHMARK REPORT: Registration accuracy rates

2008 SUCCESS: One patient access manager’s highlights

BENCHMARK REPORT: Registration accuracy rates

2008 SUCCESS: One patient access manager’s highlights

NEWS: Changes for Medicare drug program

NEWS: CMS delays RAC permanent program

NEWS: MA doctors wanting bonuses required by 2011 to use e-prescriptions

CHANGES COMING: Key differences in nationwide rollout

2008 SUCCESS: One patient access manager’s highlights

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