Meet Becky, a Patient Access Manager

To help out the Healthcare Access Management world we are collecting links to helpful resources. Please contact us with any additions or corrections.

Discussion Groups and Social Media

Books and Guides

• Patient Access Director's Handbook
• Applying LEAN Process Redesign to Outpatient Registration

The National Association of Healthcare Access Management (NAHAM) was founded in 1974 and its mandate is to:

• establish best practices and subject matter expertise;
• provide an array of networking, education, and certification opportunities; and
• enable its members to influence and promote high quality delivery of Patient Access Services. (Source: www.naham.org )

Basically, if you are involved directly or indirectly with any of these areas ~ scheduling, admissions, registration, patient finance, guest relations ~ in any kind of healthcare setting, NAHAM is your go-to resource.

There are six regions in NAHAM. The NAHAM Northeast regional conference was held on October 24 and 25, 2011 in Stamford, Connecticut. After the conference, we spoke with Catherine M. Pallozzi, CHAM, CCS, the NAHAM Regional Northeast Delegate and Executive Delegate. Ms Pallozzi is also the Albany Medical Center Hospital Director of Patient Access.

Biggest Challenge for Healthcare Access Professionals

From manager to staff, members at the Northeast Regional NAHAM Conference identified recruitment, retention and training as their biggest challenge.

Although often considered “just” an entry level position, jobs in healthcare access can be a rewarding career with promotion opportunities. Engaged staff and management take pride in their work and accomplishments. Certified professionals, whether in patient access or other professions, can take pride in knowing that they are meeting and maintaining their credentials.

The Baptist Memorial Health Care Corporation in Memphis, Tennessee noted the benefits of credentialed staff to its hospitals as not only improving the skills and knowledge of staff, but helping with the “professional image of staff”. (Source: CertAlert Spring 2011 )

NAHAM offers Certified Healthcare Access Manager (CHAM) and the Certified Healthcare Access Associate (CHAA) programs “… to promote the highest standards of patient access services through the credentialing of those working in patient access services at both the front line and manager and above levels.” (Source: Candidate Guide to Certification )

On October 14, 2011, NAHAM announced that a new training manual for orienting and onboarding Healthcare Access Associates is available, which is helpful in meeting the challenge of training new staff.

Message to Patient Access Professionals North of the 49th Parallel

NAHAM Northeast welcomes the opportunity to bridge the access gap for Canadian partners. Although the insurance and payer processes may be different, there are more similarities than differences between the challenges for Canadian and American patient access professionals.

For instance, the challenges of recruiting bilingual staff and offering services in multiple languages for multicultural citizens and visitors is common north and south of the border, as are the goals of excellent customer service and patient satisfaction while staying within budget. There is a great opportunity here to learn from each other.

NAHAM is in the process of enhancing their website for Canada to better access the benefits of membership and the elearning certification programs for Certified Healthcare Access Managers and Certified Healthcare Access Associates.

The NAHAM 38th Annual Conference and Exposition will take place May 8 – 11, 2012 in San Diego, California ~ the theme “Patient Access: The Helm of the Revenue Cycle”.

Is your hospital considering patient self-service technologies such as online pre-registration or express check-in kiosks?

Would you like to improve the patient experience at your hospital while reducing data registration errors?