The Value of Core Values in Patient Access
Do you have a set of “rules” that guide you through your life and career? Are there unwritten beliefs that you just naturally adhere to, whether times are good or bad? Do you find yourself falling back on those truths when the way gets a little crazy or confusing? Those rules, beliefs, or whatever you call them can be referred to as “core values”. They are defined as “principles that guide internal conduct as well as a relationship with the external world.”
When used in an organization they can help staff stay focused on the projected vision and mission of the workplace and department. Have you defined those that are important to you as a leader of a Patient Access team? Having your own departmental core values can put a stamp on your team and it can set them apart from others in your organization, providing another example of leadership on your part as a Patient Access leader.
A good place to start for core values for Patient Access departments would be those centered on the idea of “inclusion”, which means that everyone’s voice is important, or that everyone matters, which includes employees, patients, guests, visitors, and other health care providers. This value goes a long ways in building a team, which is stronger than a group of people working alongside each other with their own set of values.
Another important core value in a revenue cycle front-end department is the quest for quality. Any core value that places an emphasis on team performance can position your hospital to achieve revenue cycle metrics. Again, these are the values that become part of your team’s approach to their work, their patients, and their life at work. One that comes to mind is “quality comes before quantity”.
Keep in mind that there are some good and not-so-good values swirling around your department whether you have drawn up a list or not. Take the time to put the positive ones down on paper and let your employees collaborate on those that can move them as a team from good to great. These are the things that will separate Patient Access from the perception that they are low-performers and will also put your mind at ease. With a staff dedicated to their core values, you can ensure that things work as they should, regardless of who is working the registration desks or who is leading your department. The value of core values can be priceless!