Improving Training and Quality Monitoring

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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
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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:
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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
Quality…It Begins With The Interview and
Continues With
Training (and training can never stop!)
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The Interview
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Hospital Orientation (1 day)
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Department Orientation (1 day)
(Page 2 Resources)
– Department Orientation Manual Table of Contents (Page 3 Resources)
– Department Mission Statement (Page 4 Resources)
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Registration Fundamentals (Page 5 Resources)
– Training Expectation Agreement (page 6 Resources)
– Competency Based Training
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Operational training
– Learning Partner Model
– Example of Operational Training Manual (pages 7 - 10 Resources)
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Policy and Procedure Development
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Quality Improvement Team (QIT)– focus on monitor trends for monthly training
(Page 11 Resources)
– QIT Plan (Page12 Resources)
Establishing Expectations..
Quality Monitoring Protocol (Page 13 Resources)
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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
• Annual Job Proficiency
(Page 19 Resources)
(page 20 - 23 Resources)
Celebrate Success!
Congratulations for
achieving 100%
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)
• Manager Kudo’s –
Leadership’s Employee of
the Moment Recognition
• Email
• At time of monitor feedback
QUESTIONS?
Catherine M. Pallozzi, CCS, CHAM
NAHAM Northeast and Executive Delegate
Albany Medical Center
[email protected]
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