Did you make a personal New Year’s resolution? It’s time to make one for your hospital! You
should include improving the two top areas of revenue cycle focus for 2019.
1. Patient Access
The Patient Access department is from where all information flows. Data is entered and
flows all the way through the revenue cycle affecting each area in some way. It is the
foundation for financial success.
We have seen large numbers of staff turnover in this area which leads to an influx of
new staff, most of which have to be trained, with no prior experience.
Make this one of your top focus areas! Develop a training program for this critical
department. Have written policies and procedures organized in one place, make sure
they are updated and easy to understand. Each task performed by Patient Access staff
should be written down with instructions on the steps taken and how to complete the
task they way your hospital requires. Your new hire training program should include a
review of this information.
In addition, new hire requirements should include a certification from HTHU for Patient
Access. It will give your staff developmental education that will ensure your they
understand legal information like HIPAA and EMTALA compliance and the importance of
their position. These certifications should be completed during the orientation period,
before they are registering patients on their own.
Just like Patient Access is a foundation for financial success, HTHU certifications are a
foundation for the success of your staff!
2. Process Improvement
2019 should be the year of focus for improving your revenue cycle processes. Take each
area of the revenue cycle and review processes to ensure accuracy and compliance.
First create a task force that can be divided into smaller teams to look at each area,
report back to the task force, where you can brainstorm improvements.
The best place to start is in the Business Office. Look at your claims that are delayed by
edits. Evaluate those edits so that you can find the areas in the revenue cycle that have
process issues. When issues are identified it will give you more of a focus for each
department. Departments with multiple issues causing claims edits should be evaluated
first. Focus on high volume, high value areas to get the biggest return for your efforts.
Create a team schedule so that you can make sure each area’s processes are evaluated
before year end. Don’t forget to include your frontline staff for input on improving the
processes. Staff that perform the process will be invaluable as you look at each area.
If you can complete these two areas of focus in the revenue cycle for 2019, you will see
an improvement in your financial viability and will also improve communication and
interdepartmental cooperation.
Good Luck and Happy New Year!