The first interaction patients often have begins with the access team, which makes it necessary to have friendly faces for our patients to connect.
“We look for positive representatives with a friendly demeanor when hiring. Our access team has goals centered on the Exceptional Patient Experience,” says Tiffanie Ball, Manager, Patient Access, RRH. “It has been proven that skills can be trained, but kindness and warmth must be present for the first impression. Our job is to ease their [patients] concerns in a caring and efficient manner.”
Patients sometimes feel apprehensive and need support. “When people aren’t feeling well, we need to be fast, accurate and friendly,” noted Michelle Lancaster, Manager, Patient Access, Newark-Wayne Community Hospital. “If we don’t do our job right, the problems reverberate throughout the hospital.”
On an average day, the Patient Access Department handles a variety of requests from physicians, nurses and patients. Access staff schedule and assist with admissions, help coordinate patient transfers, obtain authorizations for procedures and much more! The Patient Access team must also be familiar with the procedures of various insurance companies. Many access departments are also responsible for providing financial counseling and point-of-service cash collections.
As we approach National Patient Access Week, we want to acknowledge our RRH team members for setting a high standard of care.