2008 Patient Access Resource Center Salary Survey

Transcription

1 2008 Patient Access Resource Center Salary Survey A supplement to the Patient Access Resource Center

2 Dear revenue cycle professional, This special report includes results from the Patient Access Resource Center s 2008 patient access director salary survey. Inside you will find an analysis of this year s statistics, summaries of the data for each region, and comments from a forum at which your peers spoke about their salaries. We hope you find this special report to be a useful benchmarking tool for you and your organization. You can download an electronic copy of this report by visiting the Patient Access Resource Center at www. accessresourcecenter.com. Best regards, Dom Nicastro Senior Managing Editor Patient Access Resource Center 781/ , Ext dnicastro@hcpro.com Table of contents Overall trend Salary survey results by region Northeast North Central West Middle Atlantic Southeast South Central Pacific Urban vs. suburban vs. rural Let s hear it: Patient access managers voice their opinions Patient Access Resource Center Salary Survey

3 More responsibility does not always mean more pay Patient access managers: Too much work for us As a patient access manager, you know more responsibility is shifting to the front end of the revenue cycle in order to produce a clean, accurate bill. Patient access is no longer the meet-and-greet, checkin department at your hospital especially today, with auditors going to facilities in full force. Medicare s recovery audit contractors have already collected $12.7 million ($1.3 billion overall) in the demonstration states New York, Florida, and California as a result of inaccurate Medicare Secondary Payer forms. Medicare plans to roll out the project to the rest of the United States starting in That means the responsibility of preparing your staff members falls on you, the patient access manager. Charlene B. Cathcart, CHAM, director of admissions and registration at Palmetto Health Richland Hospital in Columbia, SC, knows this all too well. She says her facility has moved billers to the front end because of the additional workload. They re moving them to us where we have the need for them, Cathcart says. Too much burden on the front end Nevertheless, has too much been put on the shoulders of patient access managers? When is enough enough? And on which areas should access managers focus? The 2008 Patient Access Resource Center (PARC) Salary Survey reveals that too much work may be designated to the front end, and managers feel that they are not making enough money. The survey garnered a nationwide response from hospital patient access managers. [Hospital executives] are giving more and more responsibility to these directors, and they don t compensate much more, if at all, for these extra responsibilities, says Steven Orvis, a revenue cycle consultant based in Los Angeles who is a former business office director at Childrens Hospital Los Angeles. The important thing is to just be able to prioritize and focus on what they need to. Just adding more responsibility is not necessarily a good thing, he says. Indeed, 57% of respondents in the survey say they oversee more than patient access. Some of the areas they are responsible for are: Switchboard Case management Gift shop Guest relations Patient financial services Mailroom Billing in patient financial services office Precertification Marketing Coding Some of them don t make a lot of sense, Orvis says. Switchboard, for example; I took that away from a client. You can t do what you have to do in patient access and have to worry about switchboard or the gift shop. In many facilities, patient access managers seem to be the default for all sorts of nonpatient access-related responsibilities. Forty-nine percent of respondents were from rural-area hospitals. Access managers there have to perform several tasks because of limited resources, Orvis notes. Still, he says, there needs to be a better understanding of the front end s responsibilities so that an enormous amount of work is not pushed on to the patient access manager. It could hurt the health of the revenue cycle in the long run. The front end is where everything starts, Orvis says, adding that if something goes wrong, then there is going to be extra work for everyone... I don t think people see it as a revenue-producing department, so they push all this other stuff on them. Salaries: No surprises; raises not so great Fifty-eight percent of PARC s survey-takers said they make $40,000 $79,999. > continued on p. 4 September 2008

4 Patient access managers < continued from p. 3 The following is the complete breakdown: 14% make $40,000 $49,999 16% make $50,000 $59,999 16% make $60,000 $69,999 12% make $70,000 $79,999 Salaries for patient access managers are not alarmingly low, Orvis says. However, half said they are not satisfied with their current salaries. I have given notice at this facility and will be starting another in a few weeks, one respondent said. Salary played an important part in the decision. But some said they are happy. I am still paid as an hourly employee, so I do get overtime when I am satisfied, but my I am here more responsibilities will be than 40 hours, increasing very soon, and another surveytaker said. I also I feel that it is only fair to compensate appropriately have to remember that we are but am sure that it won t be [fair]. Also, when I do receive a raise, it will be a small hospital, for no more than 3%. and the only hospital in our county. Considering Survey respondent the area of the country that we live in, I do make good money. Although some salaries are satisfactory, raises are a concern. Most access managers (82%) said they have received a raise in the past 12 months. But 76% of those were for less than 4%. With the cost of living, it s nothing, Orvis says. I am satisfied, but my responsibilities will be increasing very soon, and I feel that it is only fair to compensate appropriately but am sure that it won t be [fair], said one respondent. Also, when I do receive a raise, it will be for no more than 3%. I commute to work and, with the cost of gas, it is hardly worth it. Salaries may also be too low for some who have more responsibilities outside of patient access, Orvis says, adding that facilities should not have too many employees reporting to access managers. Managers who have more than 50 full-time equivalents (FTE) reporting to them accounted for 2 of the survey respondents. Also, 19% said they manage 11 20, 14% manage 21 30, and 18% manage FTEs. It is unclear whether those FTEs report directly to the managers, but those are high numbers regardless, Orvis says. Rule of thumb for direct reports is no more than 12, he says. It depends on whether these people have supervisor leads. Certainly, six to 10 would be what I would say is ideal. When you get to 20, you start getting worried. Notable statistics: Patient access managers mostly women The following are some other interesting statistics from the 2008 PARC survey: Not a bad payday: 9% make more than $100,000, and one manager reported making between $130,000 and $139,999 Masters of patient access: 16% of managers have a master s degree Half-century mark: 37% of managers who took the survey are aged Female power: 92% of access managers are women, and in the 2007 PARC survey, 86% of respondents were female Longevity rules: 26% of managers say they have been at their facility for six to 10 years No extra cash: 53% say they are not eligible for any bonuses n Don t miss your next issue! If it s been more than six months since you purchased or renewed your subscription to PARC, be sure to check your envelope for your renewal notice or call customer service at 800/ Renew your subscription early to lock in the current price Patient Access Resource Center Salary Survey

5 Salary survey results by region The survey results are based on responses from patient access directors in the following regions: Northeast Connecticut, Massachusetts, Maine, New Hampshire, New York, Rhode Island, Vermont North Central Iowa, Illinois, Indiana, Michigan, Minnesota, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin West Arizona, Colorado, Idaho, Montana, New Mexico, Nevada, Utah, Wyoming Middle Atlantic Delaware; Maryland; New Jersey; Pennsylvania; Washington, DC Southeast Alabama, Florida, Georgia, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee, Virginia, West Virginia South Central Arkansas, Kansas, Louisiana, Montana, Oklahoma, Texas Pacific Alaska, California, Hawaii, Oregon, Washington Northeast What is your current salary range per year? More than $150, % $140,000 $149,999 $130,000 $139,999 $120,000 $129, % $110,000 $119, % $100,000 $109, % $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69,999 13% $50,000 $59, % More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40, % 4.3% 4.3% 4.3% 4.3% 8.7% 13.4% 13% 13% 13% 17.4% $40,000 $49,999 13% Less than $40,000 13% What is the highest level of education that you ve achieved? High school 9.1% Some college 22.7% Associate s degree 18.2% Bachelor s degree 27.3% Some graduate work 4.5% Master s degree 13.6% Doctorate 4.5% In what age range do you fall? Under % % % % Over 70 September 2008

6 How many full-time-equivalent employees do you supervise? 0 8.7% % % % % % % More than % How long have you held your current position? Less than one year 13% 1 2 years 13% 2 3 years 8.7% 3 5 years 30.4% 6 10 years 17.4% More than 10 years 17.4% What was the percentage of your annual salary increase this year? 2% or less 14.3% 3% 4% 64.3% 5% 6% 7.1% 7% 8% 9% % More than 1 What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 4.5% Annual bonus based on individual performance 4.5% Bonus based on achieving department goals of efficiency or productivity None 77.3% Other 13.6% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

7 North Central What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 4% $110,000 $119,999 4% $100,000 $109, % $90,000 $99, % $80,000 $89,999 4% $70,000 $79,999 8% $60,000 $69, % $50,000 $59, % $40,000 $49, % Less than $40,000 24% More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40,000 4% 4% 1.3% 5.3% 4% 8% 10.7% 13.3% 25.3% 24% What is the highest level of education that you ve achieved? High school 11.8% Some college 19.7% Associate s degree 19.7% Bachelor s degree 26.3% Some graduate work 5.3% Master s degree 17.1% Doctorate 2.6% In what age range do you fall? Under % % % % % Over 70 September 2008

8 How many full-time-equivalent employees do you supervise? % % % % % % % More than % How long have you held your current position? Less than one year 5.3% 1 2 years 15.8% 2 3 years 15.8% 3 5 years 28.9% 6 10 years 25% More than 10 years 13.2% What was the percentage of your annual salary increase this year? 2% or less 15.7% 3% 4% 67.1% 5% 6% 14.3% 7% 8% 9% 1 1.4% More than 1 1.4% What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 30.3% Annual bonus based on individual performance 17.1% Bonus based on achieving department goals of efficiency or productivity 14.5% None 43.4% Other 3.9% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

9 West What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119, % $100,000 $109,999 $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59,999 $40,000 $49, % More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40, % 11.1% 11.1% 11.1% 16.7% 22.2% 27.8% Less than $40, % What is the highest level of education that you ve achieved? High school 11.1% Some college 27.8% Associate s degree 11.1% Bachelor s degree 27.8% Some graduate work 5.6% Master s degree 22.2% Doctorate In what age range do you fall? Under % % % % % Over 70 September 2008

10 How many full-time-equivalent employees do you supervise? % % % % % More than % How long have you held your current position? Less than one year 11.1% 1 2 years 11.1% 2 3 years 16.7% 3 5 years 38.9% 6 10 years 16.7% More than 10 years 5.6% What was the percentage of your annual salary increase this year? 2% or less 3% 4% 81.3% 5% 6% 12.5% 7% 8% 6.3% 9% 1 More than 1 What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 44.4% Annual bonus based on individual performance 11.1% Bonus based on achieving department goals of efficiency or productivity 27.8% None 33.3% Other 5.6% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

11 Middle Atlantic What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129, % $110,000 $119, % $100,000 $109,999 $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59, % $40,000 $49, % More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40, % 5.3% 5.3% 5.3% 5.3% 10.5% 15.8% 21.1% 26.3% Less than $40, % What is the highest level of education that you ve achieved? High school 1 Some college 3 Associate s degree 1 Bachelor s degree 4 Some graduate work Master s degree 1 Doctorate In what age range do you fall? Under Over 70 September

12 How many full-time-equivalent employees do you supervise? 0 5% % % More than 50 25% How long have you held your current position? Less than one year years years 25% 3 5 years 5% 6 10 years 2 More than 10 years 1 What was the percentage of your annual salary increase this year? 2% or less 15.4% 3% 4% 61.5% 5% 6% 7.7% 7% 8% 15.4% 9% 1 More than 1 What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 38.9% Annual bonus based on individual performance 22.2% Bonus based on achieving department goals of efficiency or productivity 5.6% None 44.4% Other 5.6% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

13 Southeast What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139, % $120,000 $129, % $110,000 $119,999 $100,000 $109, % $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59, % $40,000 $49, % More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40, % 1.4% 4.3% 4.3% 4.3% 7.2% 15.9% 17.4% 18.8% 24.6% Less than $40, % What is the highest level of education that you ve achieved? High school 11.6% Some college 40.6% Associate s degree 11.6% Bachelor s degree 26.1% Some graduate work 1.4% Master s degree 8.7% Doctorate In what age range do you fall? Under % % % % % % Over 70 September

14 How many full-time-equivalent employees do you supervise? % % % % % % More than % How long have you held your current position? Less than one year 11.6% 1 2 years 13% 2 3 years 15.9% 3 5 years 14.5% 6 10 years 30.4% More than 10 years 14.5% What was the percentage of your annual salary increase this year? 2% or less 19.3% 3% 4% 47.4% 5% 6% 28.1% 7% 8% 3.5% 9% 1 1.8% More than 1 What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 38.9% Annual bonus based on individual performance 22.2% Bonus based on achieving department goals of efficiency or productivity 5.6% None 44.4% Other 5.6% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

15 South Central What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 2% $110,000 $119,999 $100,000 $109,999 2% $90,000 $99,999 8% $80,000 $89,999 1 $70,000 $79,999 14% $60,000 $69,999 16% $50,000 $59,999 14% $40,000 $49,999 16% More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40,000 2% 2% 8% 1 14% 16% 14% 16% 18% Less than $40,000 18% What is the highest level of education that you ve achieved? High school 1 Some college 28% Associate s degree 1 Bachelor s degree 36% Some graduate work 6% Master s degree 1 Doctorate In what age range do you fall? Under 25 4% % % % % % Over 70 September

16 How many full-time-equivalent employees do you supervise? 0 6% 1 2 4% 3 5 4% % % More than 50 22% How long have you held your current position? Less than one year 8% 1 2 years 12% 2 3 years 14% 3 5 years years 3 More than 10 years 16% What was the percentage of your annual salary increase this year? 2% or less 2.3% 3% 4% 74.4% 5% 6% 7% 7% 8% 2.3% 9% 1 2.3% More than % What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 2 Annual bonus based on individual performance 1 Bonus based on achieving department goals of efficiency or productivity 18% None 58% Other 1 * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

17 Pacific What is your current salary range per year? More than $150,000 $140,000 $149, % $130,000 $139,999 $120,000 $129, % $110,000 $119,999 $100,000 $109, % $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59, % $40,000 $49, % More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119,999 $100,000 $109,999 $90,000 $99,999 $80,000 $89,999 $70,000 $79,999 $60,000 $69,999 $50,000 $59,999 $40,000 $49,999 Less than $40, % 3.8% 3.8% 3.8% 11.5% 11.5% 11.5% 11.5% 15.4% 23.1% Less than $40, % What is the highest level of education that you ve achieved? High school 7.7% Some college 42.3% Associate s degree 23.1% Bachelor s degree 26.9% Some graduate work Master s degree 3.8% Doctorate In what age range do you fall? Under % % % % Over 70 September

18 How many full-time-equivalent employees do you supervise? % % % % % % More than % How long have you held your current position? Less than one year 7.7% 1 2 years 7.7% 2 3 years 11.5% 3 5 years 26.9% 6 10 years 34.6% More than 10 years 11.5% What was the percentage of your annual salary increase this year? 2% or less 5% 3% 4% 4 5% 6% 35% 7% 8% 5% 9% 1 1 More than 1 5% What type of bonus, if any, are you eligible for?* Annual bonus based on the performance of the organization 2 Annual bonus based on individual performance 8% Bonus based on achieving department goals of efficiency or productivity 16% None 44% Other 12% * Respondents may have selected multiple answers. As a result, the figures may not add up to Patient Access Resource Center Salary Survey

19 Urban vs. suburban vs. rural Urban What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 1% $120,000 $129,999 $110,000 $119,999 $100,000 $109, % $90,000 $99,999 25% $80,000 $89,999 4 $70,000 $79,999 3 $60,000 $69, % $50,000 $59, % $40,000 $49, % Less than $40, % 1% 7.1% 10.3% 25% % 33.3% 63.6% Suburban What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129,999 $110,000 $119, % $100,000 $109, % $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59, % $40,000 $49, % Less than $40, % 4.2% 6.3% 8.3% 8.3% 8.3% 14.6% 14.6% 14.6% 20.8% Rural What is your current salary range per year? More than $150,000 $140,000 $149,999 $130,000 $139,999 $120,000 $129, % $110,000 $119, % $100,000 $109, % $90,000 $99, % $80,000 $89, % $70,000 $79, % $60,000 $69, % $50,000 $59, % $40,000 $49, % Less than $40, % 1.1% 2.2% 1.1% 5.4% 3.3% 10.9% 14.1% 17.4% 17.4% 27.2% September

20 Let s hear it Patient access managers speak their minds We heard your pleas at the May National Association of Healthcare Access Management annual conference in Dallas. We listened to your struggles and successes at the June Healthcare Financial Management Association show in Las Vegas: Your turnover rate is too high. The billers on the back end are not in sync enough with your registrars. You need more resources. Here, we turn the microphone over to you, the patient access manager, once again. In our 2008 PARC survey, we asked what your pain points are in terms of salaries and raises and whether you are satisfied. The following is a sample of the responses: A frustrating situation Our salaries are based on longevity, not merit-based. Other managers who do less and have been there a few years more make much more than me. It is frustrating. No, I am not satisfied. It could be slightly higher. Some of the representatives make more with just a minimal amount of overtime versus supervisors / managers pay. Who would not want more money? For all of the multitasking that is required in my job, the hours I put in per week, and the years of service to my employer, I think I should be paid more. However, we are a small community hospital with a limited budget, so this is probably the best I ll do. I would like to earn more money per national average for my position. I manage two of the five hospitals within our organization as well as taking lead on many system projects. I do think it would be appropriate to be considered for financial bonuses when the contributions directly impact the bottom line. I feel that my competency and qualifications greatly exceed my salary. I have looked into the salary range for my educational background, and for the position I hold, I found that I am not up to mid-level standards. I feel for the amount of time spent in and out of the office on work-related projects, and in light of other comparable jobs in the area, I am very much underpaid. I believe I am underpaid based on the number of [full-time equivalents] reporting to me and the different areas of responsibility. Salary works for me I am currently beyond our salary range for patient access manager. This is due to a recent reorganization. I actually am just a supervisor for the department, and based on local averages, I am doing well with the yearly raises I have been receiving as I get more experience. I think that I m in the low end of the scale, but I have no degree and am working toward that. I am currently satisfied but am looking for more responsibilities in addition to an increase in wages. Relative to the area I live in, this is appropriate. Yes, I am satisfied to a point. I would like to make more since I have additional responsibilities due to the implementing of upfront collections and the task of keeping personnel accountable. n 09/08 SR3508 This special report is published by HCPro, Inc., 200 Hoods Lane, Marblehead, MA Copyright 2008 HCPro, Inc. All rights reserved. Printed in the USA. Except where specifically encouraged, no part of this publication may be reproduced, in any form or by any means, without prior written consent of HCPro, Inc., or the Copyright Clearance Center at 978/ Please notify us immediately if you have received an unauthorized copy. For editorial comments or questions, call 781/ or fax 781/ For renewal or subscription information, call customer service at 800/ , fax 800/ , or customerservice@hcpro.com Opinions expressed are not necessarily those of the editors. Mention of products and services does not constitute endorsement. Advice given is general, and readers should consult professional counsel for specific legal, ethical, or clinical questions. HCPro, Inc., is not affiliated in any way with The Joint Commission, which owns the JCAHO and Joint Commission trademarks Patient Access Resource Center Salary Survey