In the face of our quickly changing healthcare environment, there is one constant: the need for patient access professionals. April 5–April 11 is Patient Access Week, and we want to use this opportunity to recognize our exceptional team of patient access reps at Atchison Hospital and Clinics.
Impact on Patient Care
Our patient access representatives are so important to our hospital and clinics because they are often the first interaction patients have with our organization. They understand that first impressions are often the most lasting and strive to make positive first impressions that reflect the care patients will receive at Atchison Hospital and Clinics. “As one of the first people a patient sees, my hope is that I make their day a little brighter, even in the midst of not feeling well,” says Laurie Kloepper, a receptionist for the clinic registration team.
Patients sometimes feel apprehensive about hospital visits and doctor’s appointments, and they need compassion and support. “In many ways I feel as a patient access rep that I set an expectation for what a patient can expect when they call or come in for a visit. Patient visits can be stressful for individuals that are sick or dealing with mental health issues. I’ve found that a smile and a friendly tone can go a long way to alleviate some of the anxiety of these visits while also setting a positive outlook on future appointments,” says patient access representative Anthony Strasburg.
Clinic Patient Access Representatives Role in Patient Experience
On average, our clinic patient access representatives receive 9,000 phone calls a month! Many of these calls are patients wanting to speak directly to a nurse. To make this process more efficient and reduce patient delays with voicemails, our clinic patient access reps triage the call and create a task outlining the patient’s needs. The task falls to the nurse’s workflow for quick resolution and also becomes part of the patient’s medical record.
Our clinic patient access reps strive to make the check-in process smooth and efficient by taking each patient through a comprehensive pre-registration process where they collect their demographic information prior to check-in. They also spend a substantial amount of time managing the physician’s schedules, verifying insurance eligibility, and collecting payments. In our continued efforts to increase patient satisfaction, we’ve now added same-day hospital registrations to our workflow.
Clinic Patient Access Representatives
- Allison Stone – Access Rep for Dr. Wilkinson and Lexy Rooney, PA-C
- Grace Smothers – Access Rep for Dr. Green and Dr. Bonnie Tackett
- Charlotte Thomas – Access Rep for Gerald Clevenger, PA-C
- Letitia Diefenbach – Access Rep for Dr. Groth and Dr. Brandon Tackett
- Karen Pickman – Access Rep for Dr. Eplee and Melissa Huntington, PA-C
- Tara Hammerschmidt – Access Rep for Dr. Thomas and Dr. Van Petten
- Kathryn Schilb – Access Rep for Courtney Owens, FPN-BC; Ryan Hoeksema PA-C; Angela Carter, FNP-C;
Adam Zerr, FNP-C; and Jennifer Zerr, FNP-C - Anthony Strasburg – Access Rep for Michelle Pruessner, PA-C and Latitia Guthals, FNP-C
- Dana Underwood (new hire) – Access Rep for Dr. Leck
- Amanda Eckert – Access Rep for Dr. Warren and Jennifer Baum, PA-C
- Brandee Buckley – Receptionist
- Laurie Kloepper – Receptionist
- Karly Casey – Receptionist
- Baylee Smith – Float Registrar
Hospital Patient Access Representatives
- Lana White – Lead Outpatient Registration Clerk/Access Rep
- Sarah Miller – Outpatient Registration Clerk/Access Rep
- Elise Allison – Outpatient Registration, Accounts Receivable Clerk
- Jami Fox – Centralized Scheduling
- Tami Wilson – Centralized Scheduling
- Barb Griffin – Lead ED Registration Clerk
- Hailee Hutchens – ED Registration Clerk
- Kristin Moppin – ED Registration Clerk and MED/SURG
- Kerissa Blakley – ED Registration Clerk
- Melissa Stephenson – ED Registration Clerk
Hospital Patient Access Staff Responsibilities
Our hospital patient access reps greet our patients and their caregivers upon arrival to Atchison Hospital. Some of their other responsibilities include collecting information such as patient details, medical history, billing, and insurance information. They also prepare admission and discharge documentation, explain policies and procedures, handle patient questions, concerns, and complaints, and provide patients with billing and payment information.
On an average day, our patient access representatives handle a variety of tasks from physicians, nurses, and patients. They manage phone calls, schedule appointments, obtain prior authorizations, register patients, and help coordinate patient transfers. Patient access reps must also be familiar with the procedures of various insurance companies as they also verify insurance eligibility for upcoming appointments and procedures. Some of our patient access reps also assist with receiving patient payments.