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The NAHAM Patient Experience Task Force needs your help!

This Task Force, chaired by Katherine Murphy, CHAM, FHAM, was commissioned by the NAHAM Board of Directors in response to the new NAHAM Strategic Plan. The group is charged to define the components of a great patient experience and set the standard to provide tools, resources, and education to exceed patient expectation resulting in maximized reimbursement. They are working hard to pull together resources, with the plan of launching the NAHAM Patient Experience Toolkit in early 2016. This toolkit will be available to all NAHAM members. 

The Task Force has identified the following topic areas as crucial to the Patient Access role in the Patient Experience.  The items in italics are those that are most needed. 

    • Patient needs information/Customer Service Policies/ Communication Tools
      • Patient expectations
      • Managing Patient and Family Complaints
      • Emotional Intelligence, respect
      • Service Delivery and Recovery Policies
    • Diversity
      • Age
      • Gender
      • Orientation
      • Culture
      • Language
      • Religion
      • Race
    • Hiring and Retaining Quality Candidates to Deliver the Patient Experience
      • Hiring Practice
      • Compensation, Job Enrichment & Career Ladders
    • Job Description Library  
      • Concierge / Front Desk
      • Registration
      • Scheduling
      • Financial Counseling
      • Insurance Navigator
      • Patient Care Advocate
      • Management
    • Patient  Focused Competencies & Training
      • Best Practice Recommendations
      • Service
      • Financial Counseling
      • Insurance Verification
      • Collections Skills
      • Negotiation Skills
      • Denial Prevention
      • Scripting
      • Patient Identification
    • Metrics
      • Patient Experience Performance Indicators PXi
      • Goals
      • Reports
    • Survey
      • Pay for performance component (HCAHPS, CGCAHPS, PG, etc)  
      • Real time daily surveys
    • Case Studies

    Do you have tools or resources that could fit into these categories? Are you willing to share them? If so, please upload them below. 


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