Medicare Secondary Payer (MSP) Questionnaire accuracy is high on the quality assurance list for many patient access managers. Debra Keller's list is no exception.

The admissions/registration director for Grand Itasca Clinic and Hospital in Grand Rapids, MN, Keller administers a yearly competency test for her patient access staff members regarding the MSP Questionnaire.

They either pass or fail.

And if they fail, they must retake the test. There are also regular quizzes and scripting to help staff members obtain the right insurance information from patients and ensure proper reimbursement for the facility.