Case Managers
Case managers are nurses who ensure that patients receive services, such as diagnostic tests, in a timely manner while they are in the hospital and help them assemble resources and services to assist them when they leave.

A patient who receives a joint replacement, for example, might be visited by a case manager at various points during his or her stay, first to determine how the patient is doing immediately after surgery, then to discuss rehabilitation facilities or home nursing options, and once more before discharge to make sure everything is in place for a smooth recovery.

“We work closely with doctors, nurses and therapists to pull together all the different aspects of a patient’s care plan,” says case manager Kelly Hauser.

Registration Staff
Registration desk staff may be the first people patients meet when they arrive at the hospital. If an admission or test is scheduled beforehand, staff members contact the insurance company and prepare an estimate of co-payment and deductible costs.

When patients are admitted on an emergency basis, registration staff may work with the family to collect identification and insurance information.

Financial Counselors
Financial counselors help patients meet their financial obligations. They work out payment plans to keep patients from being overwhelmed by medical bills, and they help uninsured or underinsured patients determine if they might qualify for financial assistance and help them apply for aid. They also help resolve issues with insurance companies, such as denied claims.

“We’re here to help patients understand their bills and make arrangements to pay them,” says Rick Patterson, Business Office Director. “As long as patients communicate with us about any financial difficulties they might be having, we can work with them to ease the burden.”