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 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)

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 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)

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