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Catherine M. Pallozzi, CHAM, CCS Director, Patient Access Albany Medical Center

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

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Catherine M. Pallozzi, CHAM, CCS Director, Patient Access Albany Medical Center

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  1. 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

  2. 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

  3. Quality…It Begins With The Interview and Continues WithTraining (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)

  4. 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)

  5. Celebrate Success! • Manager Kudo’s – Leadership’s Employee of the Moment Recognition • Email • At time of monitor feedback

  6. QUESTIONS? Catherine M. Pallozzi, CCS, CHAM NAHAM Northeast and Executive Delegate Albany Medical Center pallozc@mail.amc.edu

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