Improved Registration Accuracy Rates through the Professionalization of Staff
- Initiated Audits – timely feedback given to employees and errors corrected
- Mandated Training – monthly classes and periodic updates
- New Software Program – UK in partnership with KRC to develop online insurance manual
- Career Ladders - see Improved Appointment Scheduling Process below
Financial Counseling
- Focused on uninsured new patients, eligible Medicaid/KCHIP enrollment, screening for elective/non-emergent surgeries
- Performed in the outpatient clinics
- Employed Spanish-speaking counselor
- Anticipated $65,000 per month - realized and average of $672,500 per month
Established expectation for collecting cash at time of service:
- Most departments have identified a minimum payment before uninsured patients can be seen
- Billing office reduced tax by 5% on cash at time of service (including co-pays) collected by departmental staff
Improved Appointment Scheduling Process
- Consolidated new and return patient appointment scheduling for each division to one location/phone number, thus reducing the number of staff performing this task
- Initiated financial screening during first contact and arranged for indigent or under-insured patients to meet with financial counselors prior to physician visit
- Established expectation for cash at time of service – either minimum amount for uninsured or co-pays for insured patients
- Professionalized staff through implementation of career ladders. Schedulers had to leave their position to seek promotions and salary increases. Now they have three levels of pay depending upon skill set and proficiency (monthly audits and mandatory training).
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