How Employee Scorecards Support Registrar and Revenue Cycle Success
Patient access is the face of your hospital and an integral part of patient satisfaction, data accuracy and efficiency. Yet, for many hospitals, producing clean claims is a daily uphill battle. That’s because more than 30 percent of health systems have manual patient access processes. And preventable errors on the revenue cycle front-end are responsible for the downhill slide to revenue loss resulting from denials, rework and bad debt.
By automating critical patient access processes on the front-end and leveraging integrated staff training and alerts to potential errors, you can empower patient access teams to improve performance and prevent recurring issues. AccuReg patient access solutions provide comprehensive dashboards and built-in performance scorecards for registrar teams to set and achieve goals and give patient access supervisors the tools they need to build high performing teams.
Improve Staff Performance. Ensure Registration Quality Assurance. Prevent Denials.
With an average cost of $118 to rework each claim, hospitals needlessly waste money and human resources addressing issues on the revenue cycle back-end—issues that could have been avoided by focusing their energy on patient access and improved staff performance.
Our registration quality assurance tool, which is a core module of our Best in KLAS® Patient Access solution EngageCare, automatically audits 100 percent of scheduled and registered accounts for hundreds of types of errors and denial risks including demographic and eligibility verification, prior authorization and pre-certification requirements, medical necessity and price estimations.
Registrars work these exceptions from a single consolidated queue that provides real-time alerts for any accounts that need attention and delivers detailed instructions to guide registrars through to resolution. Quality assurance provides a safety net for registrars, allowing them to submit more clean claims and helping you to avoid rework while maximize revenue. In addition, supervisors can manage and distribute workloads across their teams based on how they work most effectively.
Measuring Registrar Performance—a Win-Win for Patient Access Managers and Staff
To help patient access management measure staff performance, AccuReg enables your hospital to build your own training curriculum within our solution. All users of the system are assigned scoring based on their performance and are assigned training based on recurring issues. Individual performance is measured using our Employee Scorecard.
The Employee Scorecard is a detailed report providing a big picture view of patient registration activities and individual registrar performance, which allows management to monitor resolved and unresolved issues, view frequent error types and initial and final accuracy rates for individual staff members. This report can be scheduled to deliver straight to management teams’ inboxes as frequently as desired.
How the Employee Scorecard Works
Each time an account is registered, AccuReg is working in the background to track registrar activity for accuracy. Unlike traditional manual processes in patient access, AccuReg users get real-time insight into registration errors so they can quickly make adjustments and avoid the pitfalls of rework and denials.
When issues flag and populate assigned staff members’ work queues, they’re responsible for correcting the issues within the audit windows. If they don’t, their scorecards will reflect the oversight and score negatively. Staff members can access their own scorecards to continually set goals and monitor progress. For many of our customers, the scorecard has become an essential measurement tool not only for accountability and individual performance recognition, but as an onboarding resource to get new staff trained quickly, therefore reducing errors during the transition.
Embedded NAHAM AccessKeys® Trainings Help Patient Access Staff Reach Goals
AccuReg is committed to helping patient access teams achieve success, so in addition to the performance scorecard, we’ve negotiated an exclusive arrangement to be the sole software in the market that has embedded the NAHAM AccessKeys—34 key performance indicators (KPIs) focused exclusively on patient access. This enables regular staff testing for performance against peer benchmark goals and three measurements: good, better and best. Training content is automatically populated so supervisors can schedule staff to complete sessions at their discretion.
Success in Patient Access Begins with AccuReg
Not only does automating patient access free up staff to be more proactive in their roles with patients, the Employee Scorecard serves as an invaluable tool for management and staff alike to continually monitor accuracy and achieve patient access goals.
AccuReg has the tools hospitals need to build successful patient access teams, with improved efficiency, accuracy and accountability—the foundation of successful revenue cycle management. To learn more about EngageCare Hospital patient access solutions, contact our team by completing a contact request form or calling us directly at 866-872-7498.