Northeast Regional Conference“Patient Access in an Alphabet Soup”

Training and Quality Monitoring: One Facilities Plight

Catherine M. Pallozzi, CHAM, CCS

Director, Patient Access

Albany Medical Center

Albany Medical Center and Patient Access

• 631 bed – Level I tertiary care facility• 32,000 admissions• 71,000 emergency department visits• Patient Access – 125 FTE’s including management (2001 reporting relationship

change : ED and Bed Access merged with all Registration units)• Scope of services:

– Pre-Admission Registration– Central Registration (inpatient and outpatient; some outpatient decentralized not reporting to Patient Access) SEE NOTES

– Insurance Verification

– Patient Assistance Unit including Medicaid Eligibility and bedside Financial Counseling

– Bed Access (bed control)

– Emergency Department Clerical Team (all clerical staff registration and “unit clerk” functions)

– Quality and Development Team

• 325 Physician Based Practice with 5 off site laboratory sites

Quality…It Begins With The Interview and Continues With

Training (and training can never stop!)

• The Interview (Page 2 Resources)

• Hospital Orientation (1 day)

• Department Orientation (1 day)– Department Orientation Manual Table of Contents (Page 3 Resources)– Department Mission Statement (Page 4 Resources)

• Registration Fundamentals (Page 5 Resources)– Training Expectation Agreement (page 6 Resources)– Competency Based Training

• Operational training – Learning Partner Model– Example of Operational Training Manual (pages 7 - 10 Resources)

• Policy and Procedure Development (Page 11 Resources)

• Quality Improvement Team (QIT)– focus on monitor trends for monthly training– QIT Plan (Page12 Resources)

Establishing Expectations..Quality Monitoring Protocol (Page 13 Resources)

• Reviewed with new team member at start of operational training• Registration Accuracy >95% • MSP Accuracy >95%• Copayment Collection percentage >85% - >90% of potential

• Account Monitor Feedback (Page 14 - 15 Resources)

• Quality Monitoring program and Reference Codes (pages 14 – 17 Resources)

• End of Month Reporting – POST! (Page 18 Resources)

• Quarterly feedback – Dashboard (Page 19 Resources)

• Annual Job Proficiency (page 20 - 23 Resources)

Celebrate Success!

• Manager Kudo’s –

Leadership’s Employee of the Moment Recognition

• Email

• At time of monitor feedback

Congratulations for achieving 100%

Congratulations for achieving 100%

Congratulations for achieving

accuracy on all MSP’s monitored in the

accuracy on all registration monitors

100% accuracy on a Registration

previous month: in the previous month:during the previous month:

Leslie C (3) Nishaea R (20) Jackie B

Eva D (2) Paulette W (4) Margo S

Lisa F (9)   Loriann S

Eboney K (5)   Glenn S

Shayna M (7)    

Ekaterina P (12)    

Nishaea R (8)    

Suzanne R (17)    

Margo S (4)    

QUESTIONS?

Catherine M. Pallozzi, CCS, CHAMNAHAM Northeast and Executive Delegate

Albany Medical Centerpallozc@mail.amc.edu