Eye Witness

By: Kimberly Hummel
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  • Summary

  • Knowledge of how the different roles in healthcare function is critical connecting the dots of a patient centered experience. But, we all know that inefficiencies in cross discipline communication are commonplace in the world of healthcare. With competing demands and the notorious departmental bubble, our vision of how each role helps to connect the dots of patient centered care can be drastically narrowed. Join me as I zoom out to gain fresh perspective from the various eyewitness accounts of team members across our organization.
    Copyright 2021 Kimberly Hummel
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Economics Hygiene & Healthy Living Management Physical Illness & Disease
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Episodes
  • Safeguarding the Master Patient Index

    Safeguarding the Master Patient Index
    Nov 29 2021
    I sit down with the HIM Team; Cindy Robinson( HIM Manager), Wendy Chestnut (Director of HIM), and Loris Silas (HIM Specialist) as they give their eye witness account on Safeguarding the Master Patient Index. The HIM Department is responsible for Birth Certificates Deficiency Analysis (Missing discharge items) ER Discharges Physician Suspension Chart Deficiencies for incomplete Medical Records Coding the accounts so charges will drop Impact of misidentification can affect the patient's clinical documentation as well as the billing piece. delay in care medication errors erroneous history release of information (3rd party payers, pcp, wrong MyChart account, etc. If the 3 identifiers are missing it is easier and safer to create a new patient record and merge potential duplicate MRNs together. An anonymous patient record should always be created when all identifiers are not available. When the incorrect MRN is selected a Chart Contact Move must be performed. The information for both patients is needed. The correct owner of the MRN The wrong patient (person admitted today) The Chart Correction activity is in Epic Very difficult process because it is difficult to determine which information belongs to which patient A merge is completed by the EMPI team This process combines 2 charts that belong to the same patient Never change patient identifiers unless there is 100% certainty of identity. Cannot trust verbal identifiers Always verify against legal documents (photo ID, SS card, etc.) Start the correction process as soon as possible. Chart Correction in Epic Document as much information as possible in the notes on both patients Escalate to leadership (Patient Access and Clinical) When it is realized that the wrong MRN has been selected and documentation has begun, a new MRN will need to be created to continue documentation for the patient currently admitted.
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    21 mins
  • Financial Assistance Program

    Financial Assistance Program
    Nov 23 2021
    Financial Assistance covers the full spectrum of the Revenue Cycle. Identifying the patients who are most in need or helping to find resources that would provide assistance to patients, and explaining health insurance benefit information are among the most common job functions of a financial advisor. A "patient in need" is anyone who expresses a concern with being able to afford care. Patients will undergo a screening process that consists of gathering information about income and household size to determine eligibility for assistance. Bank statements, tax returns, and paystubs may be needed to complete an application. Financial assistance referrals can come from Case Management, Scheduling, Pre-Access, or Point of Service Patient Access Staff. It is preferable to resolve the patient's financial concerns prior to the day of service so they are able to focus on their treatment. Customer Service from the billing department can also refer a patient for Financial Assistance screening. Patients presenting to the emergency department as "self-pay" will fall into the FA workqueue. Refer the patients to an advisor for further information. The Amount Generally Billed (AGB) is a requirement from the IRS to conduct a lookback calculation yearly that determines the percentage of what we were reimbursed for a particular procedure. An example is a patient that received a service with a total cost of $1000, but we were reimbursed $500 by Medicare. The AGB percentage would be 50%. The percentage varies across the different regions. If screening has not started for a self-pay patient, we cannot collect more than the AGB percentage as a "Good Faith" deposit. The IRS requires all Patient Access staff to know: That we have a financial assistance program and where to find the information How Financial Assistance eligibility is determined (Plain Language Summary) That the patient has 30 days from the start of the application to return all the required documents along with the completed application Each area should have: FA tent cards at every registration desk A FA poster in every waiting area Updated Plain Language pamphlets available in multiple languages Requirements to work as a Financial Advisor/ Financial Counselor Financial Advisor requires a Bachelor Degree Financial Advisor requires 3 years of experience in healthcare Strong customer service skills You can reach Vidette @ Vidette.Owens@fmolhs.org
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    15 mins

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