Recognizing Our Patient Access Colleagues

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Centralized Schedulers from Muskegon celebrate their “superhero” powers of working with patients.

“You don’t have to wear a cape to be a superhero!”

In the face of our quickly changing health care environment, there is one constant, the Patient Access departments, which consist of:

  • Centralized Scheduling,
  • Financial Clearance (PreRegistration),
  • OutPatient/Inpatient/Emergency Room Registration,
  • Benefit Advocacy (Financial Counseling),
  • and Cashiering.

The first interaction patients have often begins with the Access department, which makes it necessary to have a friendly face to connect with.

At Mercy Health, we recruit and engage positive representatives with a positive and compassionate demeanor. Our Patient Access Colleagues take pride in connecting professionally and courteously with every patient, every time.

Patients sometimes feel apprehensive and need support. “When people aren’t feeling well, we need to be fast, accurate and friendly,” Muskegon Patient Access UBC Chair, Kathy Helsel, noted. “If we don’t do our job right, the problems reverberate throughout the hospital.”

“Patient Access is the bridge that brings our patients to the medical staff to receive the clinical care they need. We touch all areas of the hospital, creating a unity between all departments,” says Samantha DeBoer, Patient Access Representative II Rockford site.

Patient Access is an integral part of the Hospital Revenue Cycle. Capturing accurate patient demographics ensures patient safety. Our colleagues are well versed with  the regulations of various insurance companies and offer strong financial customer service. They are responsible for a broad spectrum of responsibilities and demonstrate the Trinity Health mission, vision, and values in behaviors, practices and decisions.

Click through for a slideshow of a recent celebration for these colleagues. The puzzles will be affixed to the walls in Patient Access departments.  Note the catch phrase, Thanks for being a “piece” of the change.  The photos of the legacy buildings are surrounding the new tower rendition as a way to engage everyone in the culture of change.

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