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Earn contact hours and stay up to date on current trends in Patient Access with NAHAM's webinars!

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The NAHAM 40th Annual Educational Conference and Exposition Virtual Conference Sessions are now available! Download the virtual conference on-demand webinars to experience outstanding and timely education on your own time. Sessions are available individually or as a bundle. 

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On-Demand Webinars Table of Contents


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Webinars A-Z



Full Webinar Listings

Accomplishing Cultural Change within your Emergency Department: A Success Story

Presented by
: Jamey Levis, CHAM, CPAT, CCT, Manager, Patient Access, Connecticut Children’s Medical Center
Contact Hours: 1.5 NAHAM Contact Hours
Recorded: May 15, 2013

How do organizations create cultural change? This session explores the story of cultural changes made in the Emergency Department at Connecticut Children’s Medical Center, and shares their successes and failures. Faculty discuss the need for collaboration with clinical areas and provide advice to managers facing similar issues. The session provides samples of QA and training tools used, and speaks to the overall success of implementation.

Best Practices in POS Collections

Presented by: Jonathan Wiik, MSHA, MBA, Chief Revenue Officer - Boulder Community Hospital
Contact Hours: 1.5 NAHAM Contact Hours
Recorded: May 15, 2013

Learn how to create a collections culture by developing workflows and accountability to the process. Attendees will learn how to measure and sustain POS collections, anticipate market trends, and understand the tools and
techniques used in POS collections.


Building a More Efficient Patient Access Department Through Automation


Presented by: Patrick Kelley, Dedicated Advisor at the Advisory Board Company; and Alexander Guambana, Senior Director at the Advisory Board Company
Contact Hours: 1 NAHAM Contact Hour
Recorded: June 26, 2014

Representatives from The Advisory Board Company, in partnership with Lowell General Hospital, describe one health system’s response to new industry demands by leveraging automation and efficiency gains. The Advisory Board Company will present its research on new Patient Access trends across the industry, how patient estimation is becoming a major player in healthcare, and how hospital Revenue Cycle departments are responding to new legislation in the ACA. Hear best practices for your facility to implement a culture of point-of-service estimation and the utilization of technology. 



Creating a Pre-Arrival Unit to Improve Cash Collections and Reduce Denials

Presented by: Betty McCulley, CHAM, Director, Patient Access, Baptist Health System; and Janice Ridling, CHFP, MPA, Vice President, Revenue Management, Baptist Health System
Contact Hours: 1.0 NAHAM Contact Hour
Recorded: May 24, 2011

This session will demonstrate the impact of a consolidated pre-arrival unit, designed to achieve contact with 100% of scheduled registrations. An important component of the unit is an automated insurance verification tool, which includes processes to provide patient information, answer patient questions, and collect patients' out of pocket financial obligation. The pre-arrival process focuses on preregistration, insurance verification, preauthorization of services and the opportunity to collect pre-service. This process ensures information is up-to-date and the patient is well informed prior to arrival.


Developing Patient Access Leaders for Tomorrow

Presented by: Lisa Woods, Manager of Access Operations, WellSpan Health
Contact Hours: 1.0 NAHAM Contact Hour
Recorded: November 11, 2014

Hear a detailed account of how WellSpan Health's Patient Access Department instituted an internal leadership development program to prepare for growth and succession in their rapidly growing Access departments. From conception and development to the inaugural program and its evolution over time, experience a detailed dissection of the various elements of the program, aimed at cultivating our leaders for tomorrow.

The webinar will: 

  • Describe how WellSpan Health's rapid growth drove the need for an internal leadership development program, and how that program was implemented and molded.
  • Detail the various elements of the leadership development program, including what worked, what didn't and what has changed over time.
  • Discuss the challenges and successes of the leadership development program, including lessons learned, success stories, facilitation, participation, and relevance.

Do You Know Your Hospital’s Hidden Benefits?

Presented by: Michelle Fox, BSHSE, MBA, MHA, CHAM, Director Revenue Operations/Patient Access, Health First; and Herold Figareau, BSBA, Health First
Contact Hours: 1.5 NAHAM Contact Hours
Recorded: May 15, 2013

This session explains that every patient has benefits. Learning what those benefits are can be the key to increased revenue, improved patient satisfaction, increased referrals, improved access management and stronger working relationships with clinical departments and community partners. Let these experienced professionals show you what MORE you can do for your patients.

Ebola in the U.S. & the Role of Patient Access

Presented by: Stacy Calvaruso, Assistant Vice President, Patient Access, Ochsner Health System; Brenda Sauer, Director, Patient Access, New York Presbyterian Hospital
Contact Hours: 1
Recorded: November 4, 2014

With the national news coverage surrounding the Ebola virus, your facility's leadership team may be implementing new screening protocols, and asking you to provide them with an immediate plan of action. What do you do? Where do you start?

Areas of discussion include:

  • Complying with CDC requirements
  • Integrating with infection control areas
  • Alleviating employee anxiety with targeted communication tips and tricks
  • Recommendations on quickly implementing your plan

First Impressions: A Successful (and Measurable) Admissions Department Customer Service Program

Presented by: Amy Crawford, Senior Admissions Manager, Children's Mercy Hospitals & Clinics; Heather Dixon, Admissions Manager, Children's Mercy Hospitals & Clinics; Melissa Surlea, Admissions Manager, Children's Mercy Hospitals & Clinics
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: June 22, 2010

Customer service delivery is an essential function for Access Personnel to carry out each day. Access Personnel are often the first face patients and families see when they begin their hospital visit and first impressions are invaluable. Often there is much emphasis on the technical and quantifiable of the Access Representative role and the communicative skills are not evaluated. This presentation demonstratse that it is possible to affect customer service delivery style by setting clear expectations and providing tools for staff to make them successful.


Five Pre-Registration Myths...Busted!

​Presented by: ​Darlene Wixon, CHAM, Director, AccuReg Pro, AccuReg Front-End Revenue Cycle Solutions
​Contact Hours​: 1.0 NAHAM Contact Hour
​Recorded​: September 25, 2014


Darlene Wixon, CHAM, Director, AccuReg Pro, AccuReg Front-End Revenue Cycle Solutions, discusses the five common assumptions about running a pre-registration department, and explore the ways these assumptions may come back to bite you! Learn from Darlene’s real-world experiences, and discover how you can avoid common mistakes when putting together and running your pre-registration department.


From Where I Sit: A Front-Line Perspective of the Patient Access Pre-Encounter Process Including Scheduling, Pre-Registration, and Financial Clearance

Presented by: Sandra Clay-Hillyard, CHAM, MS, BS, Director of Patient Access, Lowell General Hospital; and Nicole Betty, CHAA, Lowell General Hospital
Contact Hours: 1.5 NAHAM Contact Hours
Recorded: May 15, 2013

This webinar defines a Call Center and a "Schedustar,” while evaluating the Pre-Service Model and outlining the Pre-Service Workflow. Faculty identifies touch-points to successfully transition patients to their appointment.

Joint Commission Survey Toolkit Webinar

Presented by: Brenda Sauer, RN, MA CHAM, Director, New York Presbyterian Hospital; and Michael Sciarabba, CHAM, Director of Patient Access Services, Advocate Illinois Masonic Medical Center
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: September 20, 2012

Participating in a Joint Commission survey can be challenging and overwhelming in terms of the information needed by the healthcare access staff to be successful in the tracer methodology, group tracers, or in an audit situation. NAHAM, with the guidance of the Policy Development/Government Relations Committee, recently launched a members-only Joint Commission Survey Toolkit to help you and your facility prepare for your next Joint Commission Survey. The toolkit consists of a preparedness checklist, question set, case studies, "what if” scenarios, and other tools to help access professional navigate these audits.

Key Ingredients for Employee Retention in Patient Access

Contact Hours: 1.0 NAHAM Contact Hours
Recorded: May 2, 2010

Patient Access Departments across the country struggle to retain staff. This webinar shares the process that the Corporate Patient Access Management Team at Carolinas HealthCare System has developed to reduce turnover, increase employee satisfaction, and retain employees.

Maximizing Performance in Patient Access

Presented by: Jeanne Day
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: December 7, 2011

This webinar discusses Greater Baltimore Medical Center's journey to improve up-front collections by implementing tools to monitor and measure insurance verification and eligibility, collections, registration accuracy and productivity. Detailed examples of the improvements that were made including but not limited to increased co-pay collections, implementation of staff incentives, insurance verification on every registration, address verification, quality checks to prevent common registration errors and denials using an integrated patient access tool, are shared.

NAHAM CMS Toolkit Overview

Presented by: Michael Sciarabba and Yvonne Focke
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: September 24, 2013

NAHAM's Policy Development and Government Relations Committee has constructed a CMS Survey Toolkit to help you and your facility prepare for your next CMS Survey. The toolkit is modeled on the earlier released Joint Commission Survey Toolkit, with a Preparedness Checklist and Question Sets. The Areas of Focus of the CMS Survey Toolkit are Patient's Rights, Patient Abuse, Physical Environment, Infection Control, Medical Necessity, Medical Secondary Payer Audit and Education, Advance Directives, Charity Care, and Emergency Medical Treatment and Labor Act (EMTALA). The webinar will review the preparedness checklist and these areas of focus. It is a preparation tool that can be used by Access leaders and front line staff to assist in preparing for the audit.

The toolkit also provides a number of Resources and Links, including a glossary of CMS terms, a list of relevant acronyms, links to CMS training sites and its Online Manual System. The toolkit also includes Appendix A (Survey Protocol, Regulations and Interpretive Guidelines for Hospitals) and Appendix Q (Guidelines for Determining Immediate Jeopardy) of the State Operations Manual. There is also a direct link to the CMS Conditions of Participation for Hospitals.

Patient Access: The Quest for Greatness

Presented by: Elizabeth Hand, BS, ML, CHAM, Access Learning Consultant, INTEGRIS Health
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: November 13, 2012

This webinar chronicles a journey taken over the past three years to change the culture and path of the Patient Access field. The focus is directed toward changing the perception of Patient Access as a profession. Highlighted areas of focus include: Leadership, Past and Current Roles of Patient Access (and how this affects applicants), New Employee Onboarding, Continuing Education and Development of seasoned employees, and Building Succession and Developing Leaders from within the Patient Access Departments.

Performing With Excellence in the HCAHPS Environment

Presented by: Jerry Wesley, CCDP, Sr. Management Consultant, New York City Health and Hospitals Corporation
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: March 20, 2012

HCAHPS is an acronym for Hospital Consumer Assessment of Healthcare Providers and Systems and it represents the new healthcare currency for the 21st century. This webinar introduces healthcare professionals to the HCAHPS Era. It highlights the unique role diverse workforce relationships play in ensuring that patient access to care results in satisfying patient care experiences. The significance of the HCAHPS Era is that for the first time in the history of the healthcare industry the Medicare portion of financial reimbursements are now attached to patient satisfaction. This paradigm shift in reimbursement thinking impacts care givers at all levels of care. 

Registration Time and FTE Calculator Update

Presented By: Yvonne A. Chase, CHAM, Section Head of Patient Access & Business Services of Mayo Clinic Arizona; and Paul Shorrosh, CHAM, President of Database Solutions, Inc.
Contact Hours: 1.0 NAHAM Contact Hours
Recorded: August 28, 2013

The Registration/FTE Calculator is an exclusive online tool for NAHAM members only, designed to help Access Managers prepare budgets, determine appropriate staffing, respond to workforce cu
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Upcoming Events

4/19/2015 » 4/22/2015
NAHAM's 41st Annual Educational Conference & Exposition


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