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Chapter 42 : Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction

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Abstract:

This chapter aims at enabling one to understand the items that must be in place to compete in the outreach market and why some will conflict with hospital practices and policies; how to capitalize on the strengths of the hospital or health system; the obstacles that must be overcome as part of a hospital or health system; and understand all of the pieces that make up customer services. The ability of the organization and the staff members to communicate quickly and accurately with its customers and the ability to then respond to issues can be deciding factors in the success of the program. Client billing is an area where the hospital patient accounting department will have little or no experience. Physician Office Connectivity is a system that allows physicians to register and order their patients’ laboratory testing from their offices. Securing the laboratory testing of a hospital or hospital system is usually one of the main objectives of an outreach program. Unrelated business income tax (UBIT) will be a factor, but there may be other unrelated business lines that are losing money. Billing practices will need to be covered in detail. Specifically, physicians need to know what is included in various panels and when more than one Current Procedural Terminology (CPT) code is billed for a group test.

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.1a
APPENDIX 42.1a

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.1b
APPENDIX 42.1b

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.2a: HCFA-1500 Insurance Claim Form
APPENDIX 42.2a: HCFA-1500 Insurance Claim Form

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.2b: HCFA-1500 Insurance Claim Form
APPENDIX 42.2b: HCFA-1500 Insurance Claim Form

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.3a: Sample Physician Letter
APPENDIX 42.3a: Sample Physician Letter

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.3b: Sample Physician Letter
APPENDIX 42.3b: Sample Physician Letter

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.3c: Sample Physician Letter
APPENDIX 42.3c: Sample Physician Letter

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.3d: Sample Physician Letter
APPENDIX 42.3d: Sample Physician Letter

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.3e: Sample Physician Letter
APPENDIX 42.3e: Sample Physician Letter

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.4a: Medicare Secondary Payor Questionnaire
APPENDIX 42.4a: Medicare Secondary Payor Questionnaire

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.4b: Medicare Secondary Payor Questionnaire
APPENDIX 42.4b: Medicare Secondary Payor Questionnaire

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.5: Sentara Laboratory Services Physician Acknowledgment Form
APPENDIX 42.5: Sentara Laboratory Services Physician Acknowledgment Form

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.6a: Sample Test Requisition Form (Front and Back)
APPENDIX 42.6a: Sample Test Requisition Form (Front and Back)

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.6b: Sample Test Requisition Form (Front and Back)
APPENDIX 42.6b: Sample Test Requisition Form (Front and Back)

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.7: Weekly Sales Call Report
APPENDIX 42.7: Weekly Sales Call Report

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.8: Monthly Prospect Report
APPENDIX 42.8: Monthly Prospect Report

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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Image of APPENDIX 42.9: Sample Territory Sales Record (Front and Back)
APPENDIX 42.9: Sample Territory Sales Record (Front and Back)

Citation: Deaton B. 2004. Outreach:Obstacles to Hospital Outreach and Enhancing Customer Satisfaction, p 685-719. In Garcia L, Baselski V, Burke M, Schwab D, Sewell D, Steele J, Weissfeld A, Wilkinson D, Winn W (ed), Clinical Laboratory Management. ASM Press, Washington, DC. doi: 10.1128/9781555817695.ch42
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References

/content/book/10.1128/9781555817695.chap42
1.Department of Health and Human Services. July 31, 2002. Program Memorandum Intermediaries/Carriers Transmittal AB-02-114.
2. Ertel, D. 1999. Turning negotiation into a corporate capability. Reprint number 99304. Harvard Bus. Rev. May-June.
3. Kieso, D.E, , and J. J. Weygandt. 1983. Intermediate Accounting, 4th ed., p. 347. John Wiley & Sons, Inc., New York, N.Y.
4.National Intelligence Report. March 10, 2003. “Bill Reintroduced for Fee-Setting Process for New Lab Tests.”
5. Payne, S. 2003. “A Privacy Law”. https://wavenet.sentara.com/ HIPAA/Forms/SEEP.ppt.
6. Taulbee, P. August 1998. The HHS office of Inspector General’s Compliance Program Guidance for Clinical Laboratories.
7.United Governmental Service, LLC. March 5, 2003. Changes to the Laboratory National Coverage Determination (NCD) Edit Software for April 1, 2003. Program Memorandum AB-03-030 Change Request 2578.

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