Team-Tested Practices
Charitable Health Coverage. L-R: Bilingual Enrollment Processor Miriam Garcia, OPEIU LU 29; Enrollment Processor/Union Steward Carl Artis, OPEIU LU 29; Enrollment Processor Arsenia Alonso, OPEIU LU 29; Systems Manager Susan Davis, Management; Systems Administrator William Bilbrey, Management; Enrollment Processor Sharlene Jone, OPEIU LU 29; National Operations Manager Maurice Rosas, Management

Pictured left to right is the Oakland Charitable Health Coverage team: Bilingual Enrollment Processor Miriam Garcia, OPEIU Local 29; Enrollment Processor/Union Steward Carl Artis, OPEIU Local 29; Enrollment Processor Arsenia Alonso, OPEIU Local 29; Systems Manager Susan Davis; Systems Administrator William Bilbrey; Enrollment Processor Sharlene Jone, OPEIU Local 29; National Operations Manager Maurice Rosas.

Lending a Hand to Financial Assistance Forms

Patients who struggle paying medical bills can apply for assistance. Qualifying patients are referred to state programs such as Medi-Cal, but when their forms are filled out incorrectly, the patient gets billed and that leads to collections. The Patient Financial Services team in Oakland had a 58 percent completion rate for financial aid forms. Shift changes led to a variety of note-taking styles and that led to incomplete forms. The unit-based team agreed to standardize note-taking, and a financial counselor was assigned to each in-need patient until the forms were completed. The team reached 98 percent completion and awarded $6.275 million in charity care.

What Got Results

  • Standardizing note-taking styles across the team
  • Assigning a financial counselor to each in-need patient
  • Working with Admitting Department to identify patients who need assistance and provide counseling
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