New+intake+process+for+uninsured

To all ambulatory care clinicians,

Starting today, registration clerks will be initiating a new process to better communicate with patients who present to registration with no coverage, private HMO/PPO, Blue Cross Medi-Cal Managed Care plan or a non CCHP Medicare Managed Care plan that they may be billed for their visit. Registration staff will NOT refuse care, however, the registration staff is responsible for ensuring the patient, patient's parent, legal guardian or designee is aware of his/her financial obligation if they continue to with the visit. If the patient chooses not to continue with the visit, the registration clerk will notify the nurse/provider before the patient leaves to ensure there are not clinically urgent issues that need to be addressed.

Since ccLink goLive there has been an increase of patients who are provided with an appointment who should have been financially cleared by the Financial Counseling Department and/or rerouted to their own network provider. There is now an on-going effort to reach the patient before the patient presents to their appointment. Workqueues for these patients who have been scheduled but not yet seen are now actively worked by Financial Counseling. The goal is to speak to the patient and identify whether or not they qualify for financial assistance prior to presenting to the appointment.

Not all patients will be reached by the Financial Counseling Dept., therefore, that is where the Registration Dept. will take over. Attached is the Access Insurance Questionnaire Process Operator Standard Work Instruction and the Access Insurance Questionnaire form, English and Spanish.

This is not a policy change in how registration is handling these patients, but rather a more standardized approach with better communication to the patient and the clinical team.

Dr. Chris Farnitano (12-2-13)

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