Turnover in the Patient Access Function Leads to Departmental Assessment and Mentoring
Requirement: Finance & Accounting Project Services
The client is a nonprofit health facility whose 660 bed health system had a management resignation in their Patient Access function. They needed someone to step in and evaluate the organization for best practices, document and communicate any gaps in process, and implement agreed on improvements. In addition, the client was in need of a mentor for the existing Supervisor that could help create a continuous training plan for the organization as a whole.
ProNexus was engaged by the client to look at Collection of Co-Pays, Dashboard Enhancement, policies and procedure and staff turnover. We also looked authorization verification, write offs, the Healthcare IQ Tool and registration impacts on clinical operations.
After we reviewed the Healthcare IQ tool and found that it was not configured properly, appropriate steps were taken to reconfigure the tool which ultimately encouraged the staff to begin using it again.
As a result of the assessment, ProNexus finalized Patient Registration procedures and implemented a Co-Pay Policy and Co-Pay “Cheat Sheet” to increase collections. The consultant implemented a new write/off review process, enhanced training and improved the feedback process to employees to reduce employee dissatisfaction. We also increased awareness of key department metrics and mentored the supervisor so that they could be promoted to Manager.