Revenue Cycle

Four days and off you go: Day 3

Patient Access Weekly Advisor, March 31, 2010

Editor’s note: The following is the third of a four-week look into the training program for registrars at Boca Raton (FL) Community Hospital. The patient access department at Boca Raton breaks down the four-day training program into categories and subcategories and sets goals regarding how long each training module should take.

Day three. At the start of the third day, basic concepts in Pathways Healthcare Scheduling, Boca Raton’s scheduling module, are covered. This software is used by staff members who do preoperative registrations, as well as radiological and diagnostic scheduling. Topics covered include:

  • How to search for a patient
  • How to view multiple appointments
  • How to print a specific location listing

Thirty minutes are then used to cover the basics in scanning the Horizon patient folder, including electronic medical records, scanning insurance cards, where staff members should scan them, and how to find them. It also includes training on how to view documentation via the facility’s intranet.

Next is an introduction to insurance Web sites. This session lasts one hour and covers the following Web sites:

  • United Healthcare
  • Availity
  • Great-West Healthcare
  • Med Solutions
  • Vista Health Plan
  • (an eligibility Web site)

The final 60 minutes of the day covers customer service and effective scripting, including how to deal with troublesome patients who refuse to pay a copay. The session also includes:

  • Answering and transferring calls
  • When to use the speakerphone option
  • Leaving compliant voice mail messages for all patients
  • Overcoming objections on point-of-service collections

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