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AccessKeys® 3.0 - Patient Access Benchmarks

AccessKeys® 3.0 represent 34 essential functions critical to your facility’s performance. Never before have Patient Access managers been able to use standardized, simple equations to measure, for example, Point of Service Collections to Revenue, and then compare that score against industry benchmarks, thus measuring outcomes, not merely activities.


The AccessKeys®are a series of 34 different KPIs that measure how well front-end departments and staff are doing across six Patient Access domains:
  • Collections
  • Conversions
  • Patient Experience
  • Critical Process
  • Productivity
  • Accuracy

Each KPI is a simple equation which uses easy-to-find data, and each equation comes with some helpful “tips and tricks” provided by the committee. Upon plugging in the corresponding numbers for your organization, you can see if your score falls into the “Good,” “Better,” or “Best” benchmark.  


The AccessKeys® 3.0 update reflects feedback from NAHAM members.


Best in Keys Award 

In 2018, NAHAM launched the very first NAHAM AccessKeys® Award to celebrate and recognize NAHAM members who demonstrate outstanding performance through NAHAM’s AccessKeys®.

The Best in Keys award recognizes excellence across four key performance indicators:

  • Point of Service Collections to Revenue
  • Estimate to Registration Rate
  • Insurance Verification Rate
  • Completed Pre-Registration Rate

To be eligible for the award, applicants were required to meet the ‘good benchmark’ for each KPI and submit narrative information about their processes.


Congratulations to the Best in Keys awardees! 







 Small Hospital 



Small Hospital 

 St. Rose Dominican Sienna                St. Rose Dominican Sienna  
St. Rose Dominican Sienna
Henderson, NV       
              St. Rose San Martin
Las Vegas, NV

 Large System


Large System

Texas Health Resources 
Arlington, TX 
               Novant Health 
Winston-Salem, NC 


Members-Only Benefit

The NAHAM AccessKeys® are a members-only benefit. To access them, renew your membership or join NAHAM today! 


AccessKeys Resources

  • NAHAM AccessKeys®: One Bite at a Time
  • This article from the NAHAM Access Management Journal provides guidance in implementing the AccessKeys at your facility.
  • 2019 AccessKeys Awardees Webinar 
    On August 13, 2019, the 2019 Best in Keys awardees presented a webinar which highlighted how they implemented the NAHAM AccessKeys and achieved excellence at their organization. View the webinar recording and answers to the questions they received from attendees. 
  • User's Guide (Please note that this is a members-only benefit, and you must be signed in to the website to view and download the file).  
    The User's Guide includes further definitions, best practices, and implementation recommendations for each of the 34 AccessKeys. This document is designed to help Patient Access Managers implement and adopt the metrics into their management process. The User's Guide will provide them with in-depth understanding of each KPI, the calculation, the data source, the purpose and the terminology. This valuable tool is available at no-cost to NAHAM members as an exclusive member benefit.
  • How To Get Started Guide 
    This useful one-page document highlights the WHAT, WHY, WHEN, WHO, WHERE and HOW of the AccessKeys.
  • AccessKeys® Education 
    NAHAM is proud to announce an exclusive partnership to bring together the NAHAM AccessKeys® and BridgeFront. BridgeFront provides outcomes-based education to help patient access professionals improve operational performance across all dimensions of the revenue cycle. Through this partnership, individuals who determine how their facility performs against the AccessKeys ®  benchmarks, can then take part in BridgeFront's online learning. NAHAM members benefit from customized curriculums mapped to the Access Keys ® KPIs, and the ability to track and trend monthly data compared to their education progress.

Download the NAHAM AccessKeys® and User's Guide

Click here to download the AccessKeys® documents.
These are a members-only benefit, and you must be signed in to the website to view and download the files.


As a reminder, the AccessKeys hold a registered trademark and copyright and are a NAHAM members-only benefit. NAHAM encourages our members to promote, share and discuss the AccessKeys with others, while keeping these parameters in mind.


  • Active NAHAM members (individual members or Business Partner members) may reference and/or present the NAHAM AccessKeys to groups in screen presentations only (PowerPoint/webinar) and should not show full benchmark information, only equations. 
  • The NAHAM AccessKeys may not be distributed to non-members in any form.
  • In order to comply with trademark and intellectual property right laws, all presentations and demonstrations must credit NAHAM and should include the NAHAM and/or AccessKeys logo.
  • Participants should be directed to the NAHAM website if they wish to obtain a copy of the NAHAM AccessKeys or related tools and education.
  • Any vendor that references the AccessKeys (in print, in verbal communications and in emails/websites) should use the verbiage “NAHAM AccessKeys” in its entirety and should display the NAHAM and/or AccessKeys logo, a link back to the NAHAM website and the following text:
    “The National Association of Healthcare Access Management (NAHAM) is the only national professional organization dedicated to promoting excellence in the management of patient access services in all areas of the healthcare delivery system. The NAHAM AccessKeys were developed and are maintained by a committee of patient access subject matter experts from a variety of settings. The NAHAM AccessKeys are a NAHAM resource and [this vendor’s] use of the NAHAM AccessKeys does not imply NAHAM’s endorsement of [this vendor].”

For Vendors using the AccessKeys in their reporting tools

NAHAM encourages our business partners to implement the AccessKeys in reporting tools. We ask our Business Partners to adhere to the following policies:

  • Any firm referencing the AccessKeys in their reporting tools must be an active NAHAM business partner member. Like regular members, business partner members can have access to the AccessKeys to download and use for the benefit of their clients.
  • The vendor must give credit to NAHAM on their websites and in their products, using the AccessKeys and/or NAHAM logo and link to NAHAM website.
  • The vendor should direct clients back to the NAHAM website for tools related to the AccessKeys, including education and best practices.

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