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Riverside Regional Medical Center
Newport News, Virginia
182 Certified CHAM & CHAA Individuals

Answers provided by Robin Woodward, CHAM
Director, Patient Access Systems

What drew you to the NAHAM credential program?
I became credentialed in 2004. The study guide was extensive and I found the exam to be in depth and thoroughly covering Patient Access.

What aspect of working with NAHAM have you enjoyed the most?
The people. Everyone is helpful. There is a strong communication and forum to reach out to others, share processes and insights that can help all of us become more efficient in what we do.

What are the benefits to your employees?
The communication regarding changes, updates and news related to their environment. In this ever changing environment being kept informed of changes is a must to do our jobs effectively.

How is the patient access healthcare profession changing?
Patient Access has really evolved over the last few years and the department has taken on many more responsibilities. The regulations and the job are constantly changing. We are also the frontline that greets our customers. So we are expected to deliver superb customer service while encountering many different types of situations.

What benefits does certification bring to your hospital?
Increased knowledge, being viewed as a professional and tied to career ladders that are coupled to pay.

How do you believe having credentialed professionals will benefit your hospital?
Patient Access Representatives are viewed as professionals by other team members. By having credentials, it gives individual’s a feeling of confidence and understanding that they are doing their jobs accurately and effectively.
Do you believe having credentials will help employees adjust to changes in healthcare?
Yes, credentials show a level of training. The more we are trained the easier it is to see the changes.
Do you see credentialing as being mandatory for hospital patient access workers in the future?
Credentialing was implemented December 2014 for Patient Access and other Revenue Cycle areas at Riverside. We added it as part of their job description: to obtain NAHAM Credentialing within a set time frames.
Do you have any additional comments?
Our jobs in Patient Access are never the same and I am seeing more people join this area of the company.


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