Posts tagged Must Read
Standardizing Patient Estimating to Improve Upfront Collections

Health First’s Patient Access division employs more than 200 associates. In most cases, this team’s interactions with each patient bookend the overall care experience with scheduling, pre-authorization, registration, Point of Service (POS) collections at the front end and post-care billing at the back-end. Health First found that the content and quality of this team’s interactions with patients were critical to reducing bad debt and increasing POS collections.

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Stopping Denials Before They Start

Denials continue to cost providers millions of dollars each year, not only in claims denied but in resources dedicated to denial and appeal management programs. Of the $3 trillion in claims submitted by hospitals in 2016, an estimated 9 percent of charges were initially denied.1 As many as one in five claims are denied or delayed, according to PNC Financial Services Group.2 For the typical health system, that equates to as much as 3.3 percent of Net Patient Revenue, an average of $4.9 million per hospital, at risk due to denials.1

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Work-from-Home Series

New trends are emerging across the country in Patient Access. Following the trends of other industry leaders, Patient Access experts are learning the value of an at home workforce. The drivers behind this shift range from employee satisfaction and retention to cost reductions, and increased productivity. Moving a workforce to an at-home environment demands certain considerations, such as a paperless revenue cycle, facility compliance, proper home office environments, secure access, and a method of monitoring productivity, compliance and team collaboration.

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Work from Home: Moffitt Cancer Center

Moffitt Cancer Center has had a work-from-home program in place for several years, but until recently it was available only narrowly to non patient-facing roles due to the logistical and technical hurdles it presented. But with the launch of a new program in Patient Access, 20 of Moffitt’s 80-member scheduling team now work from home. In the near future, the Center plans to expand the program to other roles such as its 110-member insurance verification and pre-registration team.

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Work from Home: Mayo Clinic

Mayo Clinic began its work-from-home program in Patient Access in 2011. Other positions such as care managers and clinical documentation specialists were already working from home at the time, but the Clinic had not yet expanded the model to pre-service functions. Patient Access initiated the program in preregistration and later brought on precertification, scheduling, coding and billing. Not including coding and billing, the Clinic now has 72 employees working from home in Arizona and 32 in Florida.

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Work from Home: Children's Healthcare of Atlanta

With three hospitals and 27 neighborhood locations, Children’s Healthcare of Atlanta is one of the nation’s largest pediatric clinical care providers. The health system has had a work-from-home program in place in Patient Access for nearly 10 years. Leaders launched the program to attract qualified job candidates and promote work-life balance among staff, initially offering the option as an incentive to a limited number of employees.

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