How are you tracking your current Patient Access performance?

Here are some links to various KPI’s you should be monitoring.

 

Patient Access Metrics to Track in 2021

As we move into 2021 and look at learnings from the whirlwind that was 2020, you likely want to ensure you’re measuring and working to improve performance of your medical practice. We compiled 15 metrics to track throughout 2021 to help you stay at the top of your game. See article https://www.radixhealth.com/blog/top-patient-access-metrics-to-track

1. Average patient call handle time

Track your average call times carefully and look for opportunities to reduce it when possible. How long does it take to successfully schedule a patient appointment? Track this metric and look for variations over time

2. Number of patients using self-service

Track how many people are booking appointments online and observe any variation carefully. For most practices, you’d want to see this number increase so you can optimize staffing efficiency and team productivity. 

If you don’t already enable online booking, you can start by creating a form on your website for patients to request a call-back. To dive even deeper, you can also look at the days and times patients are booking their own appointments.

 The following was taken from:

Two Key Tools for Patient Access Success

Changes in Price Transparency and Consumerism have a direct impact on today’s hospital Patient Access operation. Considered the hospital’s “front door,” the role of Patient Access has traditionally begun with the initial patient encounter, where staff confirm patient identity, verify insurance status and more.

Health care reform has changed the role of Patient Access substantially, focusing more on the expanding role and expertise of its staff. Today’s Patient Access expert is tasked with capturing patient information, plus educating and supporting a range of individuals – patients, other hospital personnel and providers – helping to ensure comprehensive, quality health care service delivery and improving patient satisfaction.

Health care industry challenges, such as a payor mix shift and rising patient bad debt, have also expanded the role of Patient Access into upfront collections at health care organizations across the country. A robust health information technology suite and Patient Access presence assist in securing patient out-of-pocket costs and/or alternative payment solutions, integral to maintaining a healthy bottom line. From the first patient interaction, today’s Patient Access team:

  • Schedules health care service appointments
  • Determines patient insurance eligibility
  • Enters required demographic and billing data
  • Collects co-pays, discusses alternative payment solutions
  • Tools for Patient Access Success

How can hospitals and health care organizations ensure that Patient Access is executing at a high level? Implementing key performance indicators (KPIs), providing education and mentoring your Patient Access representatives comprise an impactful first step to achieve patient satisfaction and revenue cycle success.

Develop and Monitor Key Performance Indicators (KPIs)

To ensure a high level of productivity and accuracy, today’s Patient Access operation should be measured on Key Performance Indicators (KPIs) to monitor quality, process, financial and customer service. Health care organizations throughout the medical industry have established guidelines on appropriate Patient Access KPIs with examples, including:

  1. Quality – Best practice benchmark for duplicate medical record = 2% or less says American Health Information Management Association (AHIMA). Duplicate medical records can lead to patient safety issues. Patient Access has the best opportunity to validate patient identification and prevent duplication by reviewing key identifiers.
  2. Process – Benchmark for resolving prior authorization and medically necessary services – both key for successful denial prevention = >90% says the National Association of Healthcare Access Management (NAHAM). As part of patient scheduling/intake, the Patient Access team must validate that authorizations are in place and services are medically necessary.
  3. Financials – Benchmark for point-of-service cash as percentage of total cash collected >2% says the Healthcare Financial Management Association (HFMA). Patient Access staff must be familiar with the various types of up-front cash collection required.
  4. Patient Satisfaction – Benchmark for patient wait time is <10 minutes says HFMA. An impactful first encounter is key to preserving loyalty and ensuring that patients return for future services. A patient’s experience, including registration and wait times impacts their decision to become a loyal consumer.