Accuracy, production take a backseat to a smile and a good impression

Accomplishing registration accuracy, check. Understanding how to deliver an advance beneficiary notice, check. Handling a phone call from a patient, check.

A patient access representative needs to be competent at performing all of the above.

The burden to train representatives falls on the access manager. When representatives fail to meet expectations, the access manager must take the time to revisit training.

But can good customer service skills be taught, or are some people naturally inclined to communicate effectively with others?

In snow and skiing country, Copley Hospital in Morrisville, VT, a critical access facility, sees its share of patients due to injuries in the Green Mountains. The patient access team also sees its share of Canadian and European patients who are vacationing in the area. It is up to the access team to make sure it gets the necessary information, such as a credit card number, to track these patients down postvisit.

Some patient access managers worry about compliance and lack of control over employees. Others say it results in outstanding customer service. Some worry about incoming calls and how representatives handle them. Others say that is not a concern. Having your preregistration staff members work from home can be harrowing, but it can also build a better relationship with the patient. And when you are on the front line, customer service is a priority, patient access professionals say. As long as management can ensure it gets the most out of staff members who work from home, it should be a win-win.

True or false questions to help your staff achieve accuracy.