“
To ensure a high level of productivity and accuracy,
today’s Patient Access operation should be measured
on Key Performance Indicators to monitor quality,
process, financial, and customer service.
”
3. FINANCIALS – Benchmark for point-of-service
cash as percentage of total cash collected is >2% says
the Healthcare Financial Management Association
(HFMA). Patient Access staff must be familiar with the
various types of up-front cash collection required.
4. PATIENT SATISFACTION – Benchmark for
patient wait time is <10 minutes says HFMA. An
impactful first encounter is key to preserving loyalty
and ensuring that patients return for future services.
A patient’s experience, including registration and
wait time impacts their decision to become a
loyal consumer.
Accompanying KPIs with specific department goals leads
to positive outcomes, making certain that you set your
team up for success.
PATIENT ACCESS PLAYS A CRUCIAL ROLE
IN THE REVENUE CYCLE
In many healthcare organizations, the Patient Access team
is the unsung hero, yet it often receives the least amount
of training. Lack of Patient Access training can be a
disrupter to revenue cycle success and patient satisfaction.
According to recent studies, upwards of 50% of
claim denials are due to errors occurring in frontend
revenue cycle processes, such as registration and
eligibility. Just a single misstep in any of the necessary
functions can result in many downstream consequences,
including poor patient care, fraud charges resulting from
inappropriate billing, lost revenue due to denials or
inadequate copay collection and potential loss of the
healthcare organization’s license.
WHAT CAN A COMPREHENSIVE PATIENT
ACCESS EDUCATION PROGRAM OFFER
HOSPITALS?
According to Darcelle Johnson, Senior Manager of
Education Content Development at nThrive Education,
providing colleagues with healthcare education that
expands their skill sets and future opportunities can
help hospitals and healthcare organizations overcome
the challenge of employee retainment. She recommends
that providers:
1. Invest in an online education system to keep
colleague knowledge current while maintaining
standards of proficiency
2. Perform team assessments to identify knowledge
and skill gaps that could affect the revenue cycle
3. Fill knowledge deficiencies and increase colleague
skill levels through course assignments based on
assessment results
4. Provide colleagues with opportunities for growth
within your organization by offering certification and
badge programs that broaden and enhance skill levels
5. Offer webinars that help colleagues maintain
credentials and stay current with regulatory updates