Carson City Hospital (CCH)’s Patient Access Department often provides the very first impression patients and visitors have of the organization. This is relevant because, as they say, first impressions are everything.
“We work very hard on guest relations,” said Davina Davidson, CCH Patient Access Manager. “Patients and families coming into our hospital are often in a stressful situation. Our job is to ease their concerns in a caring and compassionate manner, while also offering them quick, efficient service.”
On an average day, the Patient Access Department handles a variety of requests from many customers, including physicians, nurses and patients. Physicians call to schedule patients for admission and nurses inform the department of any patient transfers. The Patient Access Department staff must also be familiar with the procedures and guidelines of various insurance companies.
During the access process, patients sometimes are feeling apprehensive and need support. “When people aren’t feeling well we need to be fast, accurate and above all, friendly,” said Davidson. “If we don’t do our job right, the problems reverberate throughout the hospital. Our main priority is to balance efficiency with large doses of caring and concern. I feel good at the end of the day, knowing I made a difference in a person’s day by cheering them up, or helping to ease patients’ concerns by answering their questions.”
Last year, CCH’s patient registrations totaled 78,612, which averages out to approximately 215 registrations per day. The department has also worked hard during the past year to implement a new point-of-service collections program that has been very successful.
“During National Healthcare Access Personnel Week this past month, we acknowledged our special goodwill ambassadors in the Patient Access Department for initiating the caring spirit that exists among all our hospital staff,” said Davidson. “We appreciate our employees for everything they do for our patients.”
For more information, contact Carson City Hospital at 989-584-3131.