As Covid-19 cases level off and providers slowly begin to ramp up the scheduling of elective procedures, they will likely need help with pre-registration, collection of deductibles and co-pays as well as scheduling of surgeries and procedures previously postponed. The Hollis Cobb Pre-Registration Team is prepared to offer assistance in getting providers back to full schedules of surgeries and procedures at all of their facilities. Our team has extensive experience with pre-registration on both the hospital and physician sides and with multiple specialties.
SPECIALIZED PRE-REG TEAM
The Hollis Cobb Pre-Reg Team has an excellent track record of obtaining pre-registrations in numbers that exceed our clients’ target goals. Our representatives have experience with a wide range of platforms that capture appointments and procedures scheduled across all specialties and insurance plans. This department has grown tremendously over the last five years with the expansion of insurance plans available for more Americans. Hollis Cobb can place Pre-Reg staff onsite at client offices; however most clients prefer that we work out of our office, allowing them to use their office space for other staff.
We have helped our clients manage accounts effectively on the front end by:
- Stopping denials before they start by ensuring that pre-registrations and pre-registrations are performed timely and never missed
- Keeping call hold times and call abandonment rates to a minimum
- Assisting with scheduling procedures and increasing monthly revenue
- Collecting co-pays and deductibles early in the scheduling or pre-registration phase
- Filling in the gaps where staffing shortages exist and preventing backlogs in areas of the revenue cycle
- Providing clients with custom reports detailing our team’s key performance indicators, call volume statistics and return on investment
SYSTEM CONVERSIONS
Our pre-reg work has been exceptionally helpful to clients in the midst of system conversions as our team continues to keep the pre-registrations current while the client’s team goes through training on a new system. Typically, after the conversion is complete, and the client’s new system is up and running, the Hollis Cobb pre-reg team continues to assist the client with pre-registrations in the new system as well. For some of our clients, our pre-reg work has been so successful that clients have re-allocated their pre-reg teams to other departments in which more staff was needed, while Hollis Cobb has continued to handle all pre-registrations.
HIGH STANDARDS AND PROCESS IMPROVEMENT
The Hollis Cobb pre-registration staff is not only proficient with a host of real-time eligibility tools, but also contacts patients directly to obtain updated insurance information when coverage is found to be inactive. Our staff also obtains primary care physician referrals when required. The team will update the client’s system with any current insurance information obtained and verified and continue to complete the pre-registration. 
Our well-honed pre-registration program has been so successful in part due to the unique productivity and quality assurance process that we developed. Our Pre-Reg Managers have developed an internal scorecard to audit our representatives’ production and quality on a daily and hourly basis. Client audits have consistently shown lower error rates among our team which helps our clients reduce costly denials. Our Quality Assurance Department continues to look for ways to improve processes and increase production while decreasing errors.
RESULTS SHOW SUCCESS
With help from the Hollis Cobb pre-reg team, our clients have seen an overall increase in production which has substantially reduced their cost per account. In addition, consolidating decentralized pre-registration teams into one Hollis Cobb team has resulted in closing holes in the process and streamlining the workflow. Our pre-reg program is flexible and our staff can adjust quickly to changes in volumes or other client needs. Every client and patient population is different. We understand that and are able to tailor our pre-reg programs based on individual client needs.
As always, Hollis Cobb stands with our clients in good times and hard times. We have adjusted our processes quickly to help our clients work through the various challenges they face as they strive to provide services to the Covid-19 patients in their communities.
