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Issues

At Beebe Healthcare, dissatisfaction among staff, physicians, and patients regarding the patient access process was a significant issue for the healthcare system. End-to-end patient access was clearly broken, from scheduling and patient registration to insurance verification and authorization. Physicians and patients experienced long wait times to schedule a visit or procedure. Point-of-service collections were near zero in some areas, and numerous claims were being written off for lack of preauthorization.…
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Answers

Convergent and HealthWide Solutions began at once with an assessment of the patient access group, which confirmed for Beebe that a new leader was needed to restore relationships and get the group back on track. Patricia Kloehn of HealthWide Solutions took over as interim, onsite leader for the group.

Convergent and HealthWide Solutions moved ahead from there, focusing on four objectives to put the group on a path toward excellence:

Outcomes

Beebe’s patient access group is now a high quality service team and a significant source of revenue. Employees are pleased with the investments in technology, the establishment of clear procedures, and the confidence they gained through effective training. Physician interactions with staff are positive again and complaints have subsided. Patient satisfaction scores from Press Ganey moved from among the lowest in the region to among the highest.

Convergent and HealthWide helped Beebe to move from…
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