Temecula Valley Hospital Patient Registration Information
Kimberly Rodriguez discusses Patient Registration processes.
Featured Speaker:
Kimberly Rodriguez
Kimberly Rodriguez is the Director of Admissions and Patient Access. Transcription:
Temecula Valley Hospital Patient Registration Information
Introduction: Compassion trust courage, innovation, the values at Temecula Valley Hospital. We probably present TVH health Chat. Here's Melanie Cole.
Melanie Cole: Welcome to TVH Health Chat with Temecula Valley Hospital. I'm Melanie Cole, and today we're discussing Temecula Valley Hospital, patient registration information. Joining me is Kim Rodriguez. She's the Director of Patient Access Services at Temecula Valley Hospital. Kim, thank you for joining us and what a great topic. These are questions that I'm going to ask you today that I think every patient for every hospital around the country wants to know. So before we get into some of those specifics, tell us a little bit about your department and what does your team do for TVH?
Kim Rodriguez: The patient access department here at Temecula Valley, we are the face of the hospital. We are the customer service aspect of your services here at Temecula Valley Hospital. We do all patient registrations. We handle billing concerns here at the hospital. We assist patients with medical assistance, if need be for their insurance, going insurance coverage for their hospital admissions. We just strive to provide great customer service to everybody that we encounter.
Host: See, and that's what patients are looking for. So let's start with insurance cause that's confusing and dizzying and people don't understand how it works. They don't know what all the different terms are. First of all, how do they know if insurance is accepted at TVH, and how do they get in touch with their insurance company? Tell us a little bit about how you help them with that insurance red tape.
Kim Rodriguez: So, on our Temecula Valley Hospital website, we actually have a link to all our contracted that insurances for all patients to view prior to scheduling any procedures here at Valley Hospital. Once a patient is scheduled here for a procedure, we also validate the patient's coverage and we notify the patient if there is any contracting issues of any sort prior to the patient having their services provided at Temecula Valley Hospital. We just want to make sure that the patients are aware of their benefits, know exactly if they're in and out of network. And we just try to alleviate the surgical process as much as possible, at least on the insurance side of things, our website is currently updated on a monthly basis, adding all new insurances, if there's any contracting issues, our website also provides that information.
Host: So, I think one of the biggest questions people want to know if they have to have surgery or a procedure, is there a way for them to find out at least a ballpark of what it's going to cost? Is there someone in your department that helps them with that? How do they find out how much their surgery is going to cost and what it's going to cost them based on their insurance?
Kim Rodriguez: Work here with a centralized scheduling department, it's our pre access services department. And what they actually do is they validate the patient's coverage against our insurance contract. And we're able to provide a patient with a payment estimate and it's run against our contracts with our insurance companies. And depending on the patient's benefits that are quoted at that time. So when a patient's coming in for a procedure here at Temecula Valley Hospital, we are able to furnish the patient with a patient estimate and they have an idea exactly what their percentage of their bill will be for their hospital admission. So there isn't many surprises once they do receive the bill after the fact, and we do offer payment plans and things of that nature.
Host: Oh, that's really great to hear and very, you know, encouraging for patients, especially if they have to have a procedure, which is a little unnerving as it is, but then the cost of it. And that's great that you help them through that. So now tell us about registration. If someone's having a procedure, how does registration go? What does that look like?
Kim Rodriguez: In regards to the registration process here at Temecula Valley Hospital, the pre access services department? Well, as our registration department, we reach out to our patients that are scheduled for procedures ahead of their procedure date, to try to get them preregistered over the phone prior to coming into the facility, to receive any services. We do that to capture any insurance information that might've not been provided by a physician's office and to expedite their services on the date of procedure, we try to alleviate all questions for patients prior to them arriving to the facility, but it's a streamlined process. And we work hand in hand with the preadmission testing department as well.
Host: Now tell us a little bit about billing, because that's another thing that patients want to know after the fact, how does billing work? You mentioned briefly before payment plans and such, tell us a little bit about billing and how this all ties together.
Kim Rodriguez: If you're at the hospital, we do have financial counselors that are able to assist our patients with payment plans, charity applications, emergency assistance, if need be. We also offer payment plans with our patients and we work hand in hand with our centralized business office and we just offer any payment plans that are feasible for the patient. We work with our business office and we work on a mutual agreement that works best for our patients.
Host: If someone has questions about registration, about billing, about their insurance, tell us your phone number and how they can reach you?
Kim Rodriguez: My direct number here at Temecula Valley Hospital is area code (951) 331-2287. I'm the director of patient access. And I could be reached Monday through Friday. And if a message is left, I could always give a patient a call or even a family member after hours. The main admitted department's phone number is (951) 331-2290. And they're available Monday through Friday between the hours of 5:00 AM to 5:00 PM. And they are able to answer any questions that a patient might have regarding any procedures that they're scheduled to have.
Host: Then wrap it up for us, let patients know how you're helping them in the community at large walk through the process. If someone comes to Temecula Valley Hospital for a procedure, give us your best summary of what they can expect.
Kim Rodriguez: So, a patient comes in they're going to be scheduled for a procedure here at Temecula Valley hospital. They could expect the courtesy call from the patient access services department to do a courtesy registration over the phone, to expedite their services on the date of procedure, we will do a basic data input. We would just take their basic demographics, their insurance emergency contact information, so on and so forth. We get that information into our registration system. We tell the patient when they're able to come in for their visit, they come in, they check in with our security officers at the front desk. We check them in for their procedure. They have a seat in our waiting area. The designated department will come and pick up the patient for their procedure to escort them in, explain exactly what the next steps are from that portion on. Any patient could come to our facility or even family members, if they have any questions regarding their billing or family's bills, if they want to deal with a live rep, they could feel free to come into our facility, deal with a live rep versus dealing with somebody over 1-800 number that we are able to put a personal feel to the patient's customer service needs.
Host: Thank you so much, Kim, for joining us. That's really important information that every patient needs to hear. So thank you again. And to reach patient access services, you can call (951) 331-2290. Or you can head over to our website at temeculavalleyhospital.com for more information, and to get connected with one of our providers. That concludes this episode of TVH Health Chat with Temecula Valley Hospital. Please remember to subscribe, rate, and review this podcast and all the other Temecula Valley Hospital podcasts physicians are independent practitioners who are not employees or agents of Temecula Valley Hospital. The hospital shall not be liable for actions or treatments provided by physicians. I'm Melanie Cole.
Temecula Valley Hospital Patient Registration Information
Introduction: Compassion trust courage, innovation, the values at Temecula Valley Hospital. We probably present TVH health Chat. Here's Melanie Cole.
Melanie Cole: Welcome to TVH Health Chat with Temecula Valley Hospital. I'm Melanie Cole, and today we're discussing Temecula Valley Hospital, patient registration information. Joining me is Kim Rodriguez. She's the Director of Patient Access Services at Temecula Valley Hospital. Kim, thank you for joining us and what a great topic. These are questions that I'm going to ask you today that I think every patient for every hospital around the country wants to know. So before we get into some of those specifics, tell us a little bit about your department and what does your team do for TVH?
Kim Rodriguez: The patient access department here at Temecula Valley, we are the face of the hospital. We are the customer service aspect of your services here at Temecula Valley Hospital. We do all patient registrations. We handle billing concerns here at the hospital. We assist patients with medical assistance, if need be for their insurance, going insurance coverage for their hospital admissions. We just strive to provide great customer service to everybody that we encounter.
Host: See, and that's what patients are looking for. So let's start with insurance cause that's confusing and dizzying and people don't understand how it works. They don't know what all the different terms are. First of all, how do they know if insurance is accepted at TVH, and how do they get in touch with their insurance company? Tell us a little bit about how you help them with that insurance red tape.
Kim Rodriguez: So, on our Temecula Valley Hospital website, we actually have a link to all our contracted that insurances for all patients to view prior to scheduling any procedures here at Valley Hospital. Once a patient is scheduled here for a procedure, we also validate the patient's coverage and we notify the patient if there is any contracting issues of any sort prior to the patient having their services provided at Temecula Valley Hospital. We just want to make sure that the patients are aware of their benefits, know exactly if they're in and out of network. And we just try to alleviate the surgical process as much as possible, at least on the insurance side of things, our website is currently updated on a monthly basis, adding all new insurances, if there's any contracting issues, our website also provides that information.
Host: So, I think one of the biggest questions people want to know if they have to have surgery or a procedure, is there a way for them to find out at least a ballpark of what it's going to cost? Is there someone in your department that helps them with that? How do they find out how much their surgery is going to cost and what it's going to cost them based on their insurance?
Kim Rodriguez: Work here with a centralized scheduling department, it's our pre access services department. And what they actually do is they validate the patient's coverage against our insurance contract. And we're able to provide a patient with a payment estimate and it's run against our contracts with our insurance companies. And depending on the patient's benefits that are quoted at that time. So when a patient's coming in for a procedure here at Temecula Valley Hospital, we are able to furnish the patient with a patient estimate and they have an idea exactly what their percentage of their bill will be for their hospital admission. So there isn't many surprises once they do receive the bill after the fact, and we do offer payment plans and things of that nature.
Host: Oh, that's really great to hear and very, you know, encouraging for patients, especially if they have to have a procedure, which is a little unnerving as it is, but then the cost of it. And that's great that you help them through that. So now tell us about registration. If someone's having a procedure, how does registration go? What does that look like?
Kim Rodriguez: In regards to the registration process here at Temecula Valley Hospital, the pre access services department? Well, as our registration department, we reach out to our patients that are scheduled for procedures ahead of their procedure date, to try to get them preregistered over the phone prior to coming into the facility, to receive any services. We do that to capture any insurance information that might've not been provided by a physician's office and to expedite their services on the date of procedure, we try to alleviate all questions for patients prior to them arriving to the facility, but it's a streamlined process. And we work hand in hand with the preadmission testing department as well.
Host: Now tell us a little bit about billing, because that's another thing that patients want to know after the fact, how does billing work? You mentioned briefly before payment plans and such, tell us a little bit about billing and how this all ties together.
Kim Rodriguez: If you're at the hospital, we do have financial counselors that are able to assist our patients with payment plans, charity applications, emergency assistance, if need be. We also offer payment plans with our patients and we work hand in hand with our centralized business office and we just offer any payment plans that are feasible for the patient. We work with our business office and we work on a mutual agreement that works best for our patients.
Host: If someone has questions about registration, about billing, about their insurance, tell us your phone number and how they can reach you?
Kim Rodriguez: My direct number here at Temecula Valley Hospital is area code (951) 331-2287. I'm the director of patient access. And I could be reached Monday through Friday. And if a message is left, I could always give a patient a call or even a family member after hours. The main admitted department's phone number is (951) 331-2290. And they're available Monday through Friday between the hours of 5:00 AM to 5:00 PM. And they are able to answer any questions that a patient might have regarding any procedures that they're scheduled to have.
Host: Then wrap it up for us, let patients know how you're helping them in the community at large walk through the process. If someone comes to Temecula Valley Hospital for a procedure, give us your best summary of what they can expect.
Kim Rodriguez: So, a patient comes in they're going to be scheduled for a procedure here at Temecula Valley hospital. They could expect the courtesy call from the patient access services department to do a courtesy registration over the phone, to expedite their services on the date of procedure, we will do a basic data input. We would just take their basic demographics, their insurance emergency contact information, so on and so forth. We get that information into our registration system. We tell the patient when they're able to come in for their visit, they come in, they check in with our security officers at the front desk. We check them in for their procedure. They have a seat in our waiting area. The designated department will come and pick up the patient for their procedure to escort them in, explain exactly what the next steps are from that portion on. Any patient could come to our facility or even family members, if they have any questions regarding their billing or family's bills, if they want to deal with a live rep, they could feel free to come into our facility, deal with a live rep versus dealing with somebody over 1-800 number that we are able to put a personal feel to the patient's customer service needs.
Host: Thank you so much, Kim, for joining us. That's really important information that every patient needs to hear. So thank you again. And to reach patient access services, you can call (951) 331-2290. Or you can head over to our website at temeculavalleyhospital.com for more information, and to get connected with one of our providers. That concludes this episode of TVH Health Chat with Temecula Valley Hospital. Please remember to subscribe, rate, and review this podcast and all the other Temecula Valley Hospital podcasts physicians are independent practitioners who are not employees or agents of Temecula Valley Hospital. The hospital shall not be liable for actions or treatments provided by physicians. I'm Melanie Cole.