In many healthcare organizations today, staff members focused on direct patient care and education are also handling numerous administrative tasks such as eligibility and benefits and prior authorizations. As a result, these employees face burnout and frustration, contributing to a cycle of higher turnover. These challenges not only detract from the quality of patient interaction but also lead to an environment prone to errors and inconsistencies in process execution. The ripple effect can be significant, impacting the overall revenue cycle through increased denials and the need for extensive downstream rework of claims. The shift to value-based care has also created more rules and restrictions up front, further exacerbating the issue.
Centralized patient access can streamline operations and significantly enhance patient care and financial outcomes. It's more than an operational model or administrative change; it's a strategic realignment to a patient-focused approach that aims to declutter the healthcare delivery process, making it more seamless and efficient. Effective centralized patient access addresses several critical challenges faced by healthcare providers today, including patient satisfaction, complexity in revenue cycle management (RCM), and the overall quality of patient care and service delivery.
One compelling advantage of centralized patient access teams is the impact on reducing denials. When healthcare providers shift to a unified approach, they inherently streamline their data collection processes. This streamlining not only minimizes the occurrence of denials but also significantly increases reimbursement rates by eliminating delays that typically hamper the billing cycle. In an environment where financial sustainability is closely linked to operational efficiency, such improvements are invaluable.
Reducing the administrative burden and denial rework on front-end staff also enhances the focus on patient care. This shift improves the patient experience while optimizing the roles of front-end teams to enable them to contribute more meaningfully to patient satisfaction and engagement.
Significant efficiencies are seen in revenue cycle back-end operations as well, notably in terms of denial management. With a more integrated front-end approach, instances of rework on accounts receivable (A/R) due to denials are decreased dramatically. This not only positively impacts the bottom line by increasing net revenue, but it also allows your back-end team to focus on more complex denials.
A centralized patient access system also brings clarity and accountability into the operational mix. With a singular focal point for patient access, healthcare organizations benefit from clearer direction, consistent outcomes, and more accountable teams, simplifying problem-solving and strategic decision-making processes.
The impact on front-end denial rates can be significant, with the potential for reductions of 10 to 30 percent or more, particularly in crucial areas such as prior authorization. In addition to direct financial gain, healthcare organizations also experience operational improvements that contribute to a more robust and patient-centric healthcare delivery model.
A centralized approach can be combined with a global delivery model to realize cost efficiencies. Healthcare organizations that leverage global teams are able to easily scale the labor workforce based on demand and implement advanced technology and automation solutions for increased efficiency.
The power of centralized patient access lies in its ability to streamline, simplify, and enrich the healthcare experience. Contact us to discuss how this strategic realignment can help your healthcare organization reduce denials and improve revenue cycles and operational efficiency to enhance the patient experience.
Matthew Bridge
Ryan Chapin
