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Earn contact hours and stay on top of all the latest in the field of patient access with NAHAM's webinars!

Have you already purchased an on-demand webinar and are trying to access it? If you are logged in to the NAHAM website, simply click here and you will go directly to your NAHAM Knowledge Development Center dashboard, where you can access all of your on-demand learning.



NAHAM has now launched its Knowledge Development Center, an interactive learning management system full of the latest educational opportunities including on-demand webinars. 

Once a webinar is purchased (listed below or in the online store), users gain access to this unique tool that provides additional educational opportunities including quizzes, helps track contact hours, and more.

Get started today by purchasing one of our on-demand webinars.

Interested in presenting a NAHAM Webinar? Fill out the call for proposals, available by clicking here.


Who Pays First and Why: Medicare Essentials to Timely Payment
Wednesday January 8, 2014
2:00 p.m. – 3:00 p.m. ET

Verifying a patient’s medical coverage is an essential component in the timely payment of insurance claims. Patient Access Professionals should attend this 60 minute webinar to learn more about the Medicare payment process and how to utilize the Medicare Secondary Payer Questionnaire. Attendees will be able to determine "Who Pay’s First” to ensure timely payment of claims. This presentation will also explain the HIPAA 271 Health Care Eligibility Benefit Inquiry and Response.

Presented by: Tinnie Garlington, CHAM, CHAA, CPAR, CFC

Contact Hours: attendees will earn 1.0 NAHAM Contact Hour

Price: NAHAM members: $0 (a NAHAM member benefit); non-members: $40.00

Online registration for this event has been closed.  


39th Annual Educational Conference & Exposition
Session Recordings - available on demand!

Weren't able to attend this year's event? Were you there but missed a key session? NAHAM is offering you access to some of the highest-rated sessions from the conference ON DEMAND. Recordings are available to members for $35 each and $50 for non members. Click here to view a list of available recordings.

Improving Financial Decisions at the Point of Care: Strategies to Increase and Accelerate Patient Payment during the Health Insurance Exchange Transition – Sponsored by RelayHealth

Recording to be posted soon
November 6, 2013 2:00 PM - 3:00 PM ET

With implementation of the Affordable Care Act and Health Insurance Exchanges currently upon us, your health system needs to be ready to financially clear, educate, and manage the influx of newly insured patients. New strategies and processes can help reduce staff workload, drive collections earlier in the revenue cycle and facilitate higher overall collections – all while helping to increase patient satisfaction in today's consumer-driven environment.

Attend this webinar to learn how to leverage process changes and tools to help improve the revenue cycle at pre-service, point of service and post-service – and create a payment system that is optimal for both your team and your patients!

1) Review a framework for implementing financial patient engagement, from estimation and financial counseling through POS and post-service collections

2) Explore methods of screening for charity care and financial aid - don't let bad debt be your only "Plan B”.

3) Learn tips for implementing difficult process and culture changes to help ensure success

4) Review best practices and lessons learned from hospitals that have improved collections and the patient experience through financial patient engagement

All attendees will receive the white paper, "Credible, Defensible Estimates,” that can help revenue cycle leaders create processes for more accurate estimates that patients understand and accept.

Presented by: John Holyoak, director of product management and Mary Balogh, senior director of client services at RelayHealth

This webinar is FREE for NAHAM members.

Participants earn 1.0 contact hour.



NAHAM CMS Toolkit Overview
Listen to the Recording

Rescheduled to: Tuesday, September 24, 2013 2:00 PM - 3:00 PM ET

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.    

Presented by the NAHAM Government Relations Committee Chair, Michael Sciarabba and Government Relations Committee Member Yvonne Focke

This webinar is FREE for NAHAM members. Participants earn 1.0 contact hour.



Registration Time and FTE Calculator Update

Listen to the new FTE Calculator recording

August 28, 2013 3:00-4:00pm EDT

Free Webinar-1 Contact hour

Registration/FTE Calculator, an exclusive online tool for NAHAM members only, designed to help Access Managers prepare budgets, determine appropriate staffing, respond to workforce cutback recommendations, and advise senior management on future staffing needs, based on NAHAM-reviewed standards. The calculator also enables you to compare your registration times and FTE requirements to peers. This calculator is the first in a series of members-only tools designed around Key Performance Indicators (KPIs) to assist NAHAM members in performing their jobs in a more efficient and collaborative manner. Yvonne Chase and Paul Shorrosh will walk attendees through the development of the tool—including the 20 distinct registration "components”— how to properly utilize the calculator, the importance of tracking this data, and big-picture "next steps” for NAHAM KPIs.

Presented By: Yvonne A. Chase, CHAM, NAHAM Vice President and Section Head of Patient Access & Business Services of Mayo Clinic Arizona and Paul Shorrosh, CHAM, NAHAM  Special Projects Committee Chair and President of Database Solutions, Inc.




The Power of Innovative Patient Engagement and Self-Service
June 4, 2013 1:00pm EST
Listen to the recording

Sponsored by QuadraMed


For your patients, self-service is not just a convenience. It's a necessity. It's what we as consumers expect—and is what will drive your patient loyalty and bottom line. On Tuesday, June 4, join QuadraMed client, Jason Petrasich, Senior Director, Operations Planning at Conifer Health Solutions for a special webinar. Mr. Petrasich will discuss how several Tenet Healthcare hospitals rely on innovative patient engagement technology to reduce registration time and costs, boost efficiency, and improve patient satisfaction. With 49 hospitals and 117 outpatient centers, Tenet Healthcare Corporation is one of the largest investor-owned health care delivery systems in the nation.

Hear about the impressive results QuadraMed's intuitive point-of-service and web patient engagement solutions deliver at Tenet hospitals. Learn how Tenet empowers patients to easily check themselves in for service, verify demographic and insurance information, complete forms, make payments, schedule appointments,and much more.

Learn more about QuadraMed at

Access this webinar on-demand today by clicking here.


Closing the Loop - Healthcare's eticket Transforms the Revenue Cycle and Patient Experience
May 1, 2013 1:00 EDT - Recording to be posted soon
Presented by Katherine Murphy, CHAM

Patient Access begins at the physician office. Learn how automated physician orders (eTickets) begin the transformation of the patient encounter. eTickets impact patient safety, regulatory compliance, denial reduction, resource consumption, medical necessity, eligibility, patient throughput and patient satisfaction. With intelligent rules-based applications Healthcare Financial Managers can close the loop! Connect orders, patient tracking, bed reservations, scheduling, pre-service clearance, referrals, results and clinical decision making for continuity of patient care. There are solutions that can transform workflows for registration-centric efficiencies and for patient-centric care.



Readmissions Management: The Canary in the Reimbursement Coal Mine
Sponsored By: SCI Soluctions
February 21, 2013, 2pm EST
Listen to the recording

In October 2012, CMS began reducing Medicare reimbursements to hospitals with excess readmissions relating to congestive heart failure (CHF), acute myocardial infarction (AMI) and pneumonia (PN). Defining and implementing a strategy for your hospital to reduce the number of avoidable readmissions is critical to the financial stability of the hospital and a patient's health.


Learn how McLeod Health, a five hospital system in Florence, SC, leveraged SCI care coordination tools to successfully reduce preventable AMI readmissions at their health system and mitigate their risk of incurring potential penalties.

Co-sponsored by NAHAM, this webinar delivered impactful strategies that you can implement at your facility, including, how to:

  • Develop a customized post-discharge workflow strategy by patient condition that improves patient compliance
  • Design robust reporting and analytics function that allows hospitals to track and manage full continuum of discharge care
  • Improve patient satisfaction and client service
  • Increase departmental productivity and overall employee satisfaction

Presented by Lesli Kennedy,Associate Vice President of Case Management,McLeod Health.

Contact Hours: 1.0

Access this webinar on-demand today by clicking here.


Financial Engagement at Patient Access: A Model for Collecting Early and Often 
Sponsored By: RelayHealth
Recorded: January 16, 2013 

While patient engagement is a hot topic, the focus is nearly always clinical. But when Patient Access financially engages with patients, they can reduce staff workload, enhance patient satisfaction and increase collections.

An HFMA report recently acknowledged, "The best chance to improve the revenue cycle is at the beginning of the process– when first capturing data while scheduling and registering patients.i

Learn how to leverage process changes and tools that will improve the revenue cycle at pre- and point- of-service – and create a payment system that is optimal for both your team and your patients!

1) Discover a four-part framework for implementing financial patient engagement

2) Learn tips for implementing difficult process and culture changes to help ensure success

3) Review best practices and lessons learned from hospitals that have implemented financial patient engagement

Presented by John Holyoak,Director of Product Management and Teri Bemis, Senior Manager of Product Management at RelayHealth.

Contact for information on accessing the webinar recording.

Contact Hours: 1.0
i 2009 HFMA Educational Report: Optimizing Patient Access. Accessed online at


Patient Access: The Quest for Greatness

This presentation chronicles the journey we have 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. We will highlight specific areas of focus; such as 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.

Presented by Elizabeth Hand, BS, ML, CHAM, Access Learning Consultant, INTEGRIS Health

Contact Hours: 1.0



Patient Identification in Healthcare
Sponsored by
FREE Webinar: Earn 1 Contact Hour

Nancy Farrington, Enterprise Master Patient Index Administrator with Main Line Health, in Broomall, PA, joins NAHAM Business Partner M2SYS to discuss patient identification. Nancy has over 30 years of experience in patient access and is a former National Association of Healthcare Access Management (NAHAM) board member.

Topics covered in the podcast include:

1. What is the #1 challenge right now in patient identification?

2. What is the role that accurate patient identification plays in the healthcare industry's patient safety strategies?

3. What is the real risk of patient misidentification?
a. How big of an issue are duplicate medical records right now? Has NAHAM ever conducted studies on the average duplicate rate or the cost of duplicates?

4. What are some things that can be done to prevent patient misidentification?

5. What are some of the issues regarding patient identification across healthcare information exchanges?

To listen to this podcast now, click here.

Please note that there is an accompanying PowerPoint deck available at this link, as well.

Additionally, to earn one contact hour towards your CHAA or CHAM certification, click here to take our quiz after you listen to the podcast.


Joint Commission Survey Toolkit Webinar

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.

This free webinar will discusses these surveys, the toolkit, Tracer Methodology, and other special considerations for your next Joint Commission Survey.
Presented by Michael Sciarabba, CHAM, Director of Patient Access Services, Advocate Illinois Masonic Medical Center and the chair of the NAHAM Policy Development/Government Relations Committee and Brenda Sauer, RN, MA CHAM, Director, New York Presbyterian Hospital and NAHAM’s current Vice President.
Do not miss this opportunity to gain valuable insight and earn one contact hour from this timely webinar.
*Note: to record your contact hour for viewing the webinar, you must login to Certification Central and update your profile. No contact hour certificate will be sent for your participation.

Contact Hours: 1.0


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

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. Outcomes achieved to date: Reduced DNFB to 3.7%, Increased cash as a % of net revenue to greater than 100%, Decreased denials to less than .25% of gross revenue, and Maintained cost to collect at less than 3%.

Learning Objectives:

· Implement a pre-arrival unit to increase POS collections, decrease patient wait times/ increase patient satisfaction and increase data accuracy.

· Create a continuous feedback loop throughout the revenue cycle to reduce errors and rework.

· Include key performance indicator measurements in a monthly dashboard and develop action plans for key strategic performance indicators.

Contact Hours: 1.0


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

How children's Mercy Hospitals and Clinics in Kansas City, MO set the expectation for staff to deliver exceptional customer service and implemented programs in a measurable way. Customer service became integrated in the daily culture as it was added as part of the annual staff evaluations, a full day customer service retreat was created as a mandatory component of department training and 50+ objective metrics were identified to put a "score" to someone's customer service delivery.

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 will demonstrate that it is possible to affect customer service delivery style by setting clear expectations and providing tools for staff to make them successful.

Learning Objectives:

· Define customer service in an objective and meaningful manner and evaluate staff accordingly.

· Educate their front line staff to what specifically is expected of them for customer service delivery.

· Implement programs to promote positive interpersonal communication and enhance the patient experience.

Contact Hours: 1.0


Key Ingredients for Employee Retention in Patient Access

Patient Access Departments across the country struggle to retain staff. This presentation will share the process of the Corporate Patient Access Management Team at Carolinas HealthCare System have developed to reduce turnover, increase employee satisfaction, and retain employees.

Learning Objectives:

· Identify ways and means to improve the recruitment and hiring process utilizing skills testing and peer interviewing.

· Define possible gaps in current training processes and outline core classes that could improve training and retention.

· Recognize and be able to explain how to design an incentive program.

Contact Hours: 1.0


Maximizing Performance in Patient Access

Presented by Jeanne Day

This presentation will cover 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, will be shared.

Learning Objectives:

  • Have ideas for maximizing the performance in their Patient Access departments.
  • Understand the process for selecting a quality assurance system.
  • Take home ideas for implementing performance-based incentives for registration staff.

Contact Hours: 1.0


Training...Once Is Never Enough

Education of the front line staff has a major impact on the revenue cycle. In the past, many of us used the "once and done" method where staff development ends with orientation. With the constantly changing health care and regulatory arenas, that does not work. Quarterly training and testing on the hot topics like MSP, Red Flag, Fraud, Duplicate MRN's, Customer Service are just a few items that make a major impact on our bottom line. Conducting continuing education improves staff confidence, error ratios and gives them the opportunity to give feedback on what they want to review in order to perform their position to the fullest. There was measurable improvement.

Learning Objectives:

· Identify the areas of education/training

· Develop a training program that will define the areas of education

· Summarize the impact on employee satisfaction

Contact Hours: 1.0


Performing With Excellence in the HCAHPS Environment


Presented by Jerry Wesley, CCDP, Sr. Management Consultant, New York City Health and Hospitals Corporation

Sponsored by NAHAM


This topic introduces healthcare professionals to the HCAHPS Era. It highlights the unique role diverse workforce relationships play, in ensuring that patient access to care result 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. HCAHPS is an acronym for Hospital Consumer Assessment of Healthcare Providers and Systems and it represents the new healthcare currency for the 21st century.

Join us to learn from their experience how they achieved these benefits and lessons learned.


Do not miss this opportunity to gain valuable insight and earn one contact hour from this timely webinar.

To receive the contact hour, you must register and attend the event.

Contact hours: 1.

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