Scoring matrix?
Weekly reviews?
Benchmarking is so crucial to a patient access team’s success. I want to know your story. How do you keep your patient access team accountable? And how does it help you down the road?
Share your story here, and perhaps it would make a great column for another site we run, www.healthleadersmedia.com.
Filed Under: Uncategorized
About the Author: Dom Nicastro is a senior managing editor for HCPro, Inc.’s revenue cycle division. He manages the Patient Access Resource Center and develops training, management, and compliance products for the company’s editorial team in the areas of:
• Revenue cycle
• HIPAA
• Corporate Compliance
• Materials Management
• Patient Access
• Patient Financial Services.
Dom is the former editor of the Gloucester Daily Times, where he led the paper to the New England News Association Newspaper of the Year in 2005 and a runner-up for the same award by the New England Press Association in 2007.
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Stephanie Smithson | Oct 8, 2009 | Reply
We have developed benchmarks for accuracy and number of registrations which is used along with attitude, seniority and attendance to develop a shift matrix for open shifts. We also use the benchmarks to determine evaluation ratings and to determine which staff are eligible to be trainers at our facility.
Dom Nicastro | Oct 8, 2009 | Reply
That’s great, Stephanie!
How have the staff responded?
Brett | Oct 16, 2009 | Reply
Has anyone implemented incentive plans for POS cash collection performance?
Thank you
Judy | Nov 4, 2009 | Reply
Yes we have an incentive program of 3% of every dollar that is collected at point of service. This is only if the patient access staff member addressed an open balance of collected on a self pay or copay from a patient. Patients coming in to pay their bill are not included in the incentive.
Hope this helps!
Dom Nicastro | Nov 4, 2009 | Reply
That’s interesting, Judy!
Perhaps we can talk more off the blog about this? May be a nice feature story for us!
Let me know.
Mary Sheppard | Dec 16, 2009 | Reply
We have an incentive plan in place at our facility. It is an overall goal (included with the business office). If we reach that goal, then based on our status as Full time or part time, we get $200 on down.
As far as accountability, we used to use the number of registrations errors against the number of registrations and our staff had to maintain an average 95% accuracy rate. Having said that, we have since not been able to keep this program going do to the lack of staffing available to do manual QA.
Happy Holidays.
Douglas Lind | Dec 16, 2009 | Reply
We have been very progressive in our QA monitoring. In 2007 we purchased a live time QA tool that provides the registrar account information that needs to be brought to their attention based on over 400 edits we have built. In addition we looked at all other reports worked by the Access team and some in billing to create a QA team that works various work queues for missing documents and failed edits that could lead to claim/billing issues.
These errors are reported back to staff as found on reports and tracked on an employee scorecard. Every month staff receives a score card document that has their name, number of errors and the breakdown with a % of clean accounts. A score of 99.50% or better gets the registrar a 2.5% incentive of their monthly pay. Over 35% of staff usually receives this bonus. Staff below a 97% is rounded on and educational opportunities provided. The average is usually 1 employee a month (mostly the as needed employees that are not always up to date with our emails, newsletters, ect…). There is a document that staff is provided and rounded on that outlines the entire scorecard and the QA team so there is no question of hidden agenda’s.
Our department website then has the department scores available and compares them the manager’s leadership scores and the Service line director’s scores to promote transparency.
We also provide a large amount of tools for staff on our department website to answer insurance questions and help with patient type issues. There is also a link on our website the registrar can use to send a question to the QA/Education team and a team member responds back within 24 hours.
Douglas Lind
QA Coordinator Acccess/PreServices
Roper Saint Francis Healthcare