Product type:

AllBooksEventsOnline CoursesWebinarsPackages
Medical Group Management Association

Patient Access: Tools and Strategies for the Medical Practice - eBook

Ebook -

Patient Access

Patient Care Technology

Benchmarking Data

Practice Efficiency

Culture & Engagement

SKU: E9052

Overview

Patient access is business-critical for today’s medical practice. Patient access impacts appointment availability, the cost to deliver medical care, patient and referring physician satisfaction, as well as your practice’s bottom line. Velocity to treatment is the new competitive advantage for medical practices. 

Patient Access: Tools and Strategies for the Medical Practice addresses the critical components of patient access: provider supply, patient demand, scheduling optimization, telephone management, call centers, virtual communication, and telehealth. It provides strategies, tools, and resources to help your practice effectively manage the patient access challenge.

With this book, you'll learn to: 

  • Balance provider supply and patient demand
  • Cultivate a patient access culture
  • Determine tactics to streamline call handling
  • Develop strategies to optimize scheduling
  • Create best practices in telephone management
  • Enhance communication with patients and referring physicians
  • Provide a detailed road map to design, develop, and manage a call center
  • Develop protocols for virtual communication and e-visits
  • Select systems that can provide an effective telephone platform
  • Benchmark key performance indicators (KPIs) to recommended patient access targets
 
 

Deborah Walker Keegan

Deborah Walker Keegan, PhD, FACMPE

Dr. Deborah Walker Keegan is a nationally recognized consultant, keynote speaker and author. She is President of Medical Practice Dimensions, Inc. and a Principal with Woodcock & Walker Consulting. With more than 25 years as a leading healthcare administrator and consultant, she brings knowledge, expertise and solutions to healthcare organizations. Co-author of the MGMA best-seller, The Physician Billing Process: 12 Potholes to Avoid in the Road to Getting Paid and a national consultant on revenue cycle operations, Dr. Keegan's presentations are characterized by a dynamic, educational style and "real-life" case material. She received her PhD from The Peter F. Drucker Graduate School of Management, her MBA from UCLA, and she is a Fellow of the American College of Medical Practice Executives.



 Elizabeth W. Woodcock

Elizabeth W. Woodcock, MBA, FACMPE, CPC

Woodcock is a professional speaker, author and trainer specializing in medical practice management. Woodcock has focused on medical practice operations and revenue cycle management for more than 15 years. Combining innovation and analysis to teach practice operations, she has delivered presentations at regional and national conferences to more than 150,000 physicians and managers. In addition to her popular e-mail newsletters, she has authored several best-selling practice management manuals and textbooks and published dozens of articles in national healthcare management journals. Woodcock is a Fellow in the American College of Medical Practice Executives and a Certified Professional Coder. In addition to a bachelor of arts degree from Duke University, she completed a master of business administration in healthcare management from the Wharton School of Business of the University of Pennsylvania.

Chapter 1 – Overview

Chapter 2 – Strategy

  • Creating a Culture of Access
  • Balancing Provider Supply and Patient Demand
  • Optimizing Provider Capacity
  • Summary

Chapter 3 – Scheduling Optimization

  • Scheduling Methods
  • Strategies to Optimize Scheduling
  • Summary

Chapter 4 – Call Demand and Performance

  • Telephones and Quality
  • Inbound Calls
  • Outbound Calls
  • Telephone Quality and Service Expectations
  • Customer Feedback
  • Summary

Chapter 5 – Telephone Access Redesign

  • Engage Stakeholders
  • Telephone Action Plan
  • Telephone Management–By Call Type
  • Converting Inbound Calls to Outbound Calls
  • Reducing Inbound Calls
  • Summary

Chapter 6 – Telephone Staffing

  • Recruiting Telephone Staff
  • Creating a Telephone Staffing Model
  • Staging the Telephones
  • Staff Education
  • Staff Resources
  • Staff Performance Management
  • Summary

Chapter 7 – Call Centers

  • What Is a Call Center?
  • Key Decision Steps in Call Center Development
  • Staffing a Call Center
  • Call Center Design
  • Summary

Chapter 8 – Virtual Communication and Telehealth

  • Patient Portal
  • Virtual Visits
  • E-consults
  • Summary

Chapter 9 – Communication Tools

  • Telephone Scripts
  • Staff Knowledge
  • Nonverbal Communication Tools
  • Customer Service Tools
  • Message-Taking Tools
  • Callbacks
  • Summary

Chapter 10 – Systems and Technology

  • Voicemail
  • Automatic Call Distributor
  • System Selection
  • Summary

Chapter 11 – Key Performance Indicators

  • Summary

Conclusion

Index

About the Authors

Contact MGMA

Contact the MGMA Service Center for cancellations or refunds.

Complaint resolution policy

Please contact the MGMA Service Center toll-free at 877.ASK.MGMA (275.6462) for issues or concerns with this book.

How to access your ebook 
Following your purchase of an MGMA ebook, your ebook will be added to your saved items in your Dashboard. To access the files, please sign in to MGMA.com and visit "My Dashboard". 

File Types
eBooks will be made available as .mobi, .epub and .pdf for some titles. 

Recommended file types depend on the devices used to access the ebook: 

  • PC or Mac — EPUB or PDF.
  • iPad, iPhone, and iPod Touch — EPUB or PDF.
  • Kindle and Kindle Fire — MOBI or PDF.
  • Android — EPUB.
  • NOOK, NOOK Color and NOOK Tablet — EPUB.
  • Sony Reader and Other eReaders — EPUB

If a pdf version is not listed it is not available for this specific title.

Using your ebook
In order to access your ebook you must have one of the following: 

  • PC or Mac
  • iPad, iPhone, and iPod Touch
  • Kindle and Kindle Fire
  • Android
  • NOOK, NOOK Color and NOOK Tablet
  • Sony Reader and Other eReaders
Kindle is a free option to view the ebook and can be downloaded here

X

Shopping Cart

Your cart is empty

Subtotal:
Click here if your organization is tax exempt
X

A State Sales tax exempt certificate must be on file and taxable items cannot be ordered online. For immediate assistance during normal business hours of 7:00am to 5:00pm MT M-Th and 7:00 am to Noon MT on Friday, please call toll-free: 877-275-6462, ext. 1888

X

Checkout

Use two letter code for US states
Use three letter code for country
Use two letter code for US states
Use three letter code for country

Grand Total:
Use two letter code for US states
Use three letter code for country
Saved credit card is required for opt-in to autorenew.

Questions? Contact the MGMA Service Center for assistance during checkout or review our return policy for more information.
X

Confirmation

,
,

Total:
Payment:
Balance:
 

Thank you for your purchase! If you purchased an event, you will be receiving a follow-up email from our Learning Management System regarding the product/event purchased and no further action is required.


Loading...