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PAS team are frontline ambassadors by Cindy Abole Public Relations At some point, every department within the Medical Center comes in contact with the public. MUSC’s Patient Access Services (PAS) Department is devoted to ensuring contact between the Medical Center and the patients.   PAS is part of an overall effort to bridge the Medical Center with the public and take opportunities to project a positive image to patients and the Tri-county community.   As the Medical Center’s goodwill ambassadors, PAS is responsible for providing patients and visitors with a positive first impression of the Medical Center.     PAS has mirrored themes celebrated April 2-8 at MUSC and hospitals nationwide with the celebration of National Health Care Access Personnel Week. This annual event recognizes the daily accomplishments of patient access professionals who are involved in every level of treatment and care.   “We work very hard on guest relations,” said Cindy Williams, PAS/MUHA registration and financial counselors manager. “Patients and families coming into our hospital are often in a stressful situation. Our job is to ease their concerns in a caring and efficient manner.”   As the Medical Center recognizes National Healthcare Access Personnel Week, the MUSC family pays tribute to PAS for initiating the caring and helpful spirit that exists among the Medical Center staff.   Last year, the PAS staff registered 101,376 total patients to MUSC. The team, which consists of registration, financial counselors and utilization management; work in various areas throughout the hospital including Rutledge Tower, Heart & Vascular Center, Charleston Memorial Hospital, Emergency Department (adult and pediatrics) and its newest service area, Radiology.   The staff handle a variety of requests from people including physicians, nurses and patients. Generally, physicians first call to schedule patients for admission.   However, in 2005, about 65 percent of patients admitted to MUSC were unscheduled and unplanned ad-missions.   For an urgent admission, the Admit Transfer Center nurses collect the bed request from the physician. The bed reservation is forwarded to the registration staff to begin collection of patient information including demographics, consents, insurance and other information.   The financial counselors verify the insurance, assist with funding issues, initiate certification and prepare the patient’s account for billing.  Among the newest technology used in the department are wireless laptops and desktop scanners. Both allow for streamlined admitting processes for the admissions staff. Among conveniences on the horizon includes online pre-registration for patients. This will allow patients with an easier, more efficient check-in experience with less waiting time in the admitting area.   “What’s been amazing is how we’ve maintained changes without staffing increases despite the medical center’s steady growth in patient volumes,” said Lisa Dale, financial counselor coordinator, Patient Access Services.     Established in 1982, National Healthcare Access Personnel Week focuses on patient access profession as a critical link between the healthcare communities and the families and individuals they serve.   The date marks the anniversary of the National Association of Healthcare Access Management, the only national professional organization dedicated to promoting excellence within the field. Cordray: ‘a steady, frontline presence’ After 25-years working with numbers in the financial world, Catherine “Kitty” Cordray turned her attention to working with people.   The Charleston native had an established credit bureau career. She also was rearing six children. Then, in 1984, she sought a change— something that would allow her to share her financial expertise andhelp people. She found that job at MUSC in the admissions department that she held until—and even after—retirement. She would be in this job during a catastrophic hurricane and experience the hospital's technological changes.   Cordray loved her hospital admissions job so much that she re-emerged from retirement in 1997 to work part-time in the same capacity.   “I just love what I do, especially working with people,” Cordray said.   MUSC’s hospital admissions was very different 22 years ago when Cordray joined the department. Admissions was located where the emergency room is now and was responsible for patient reservations,  insurance, discharge and financial counseling along with bed management, among other tasks.   Looking at Cordray’s career at MUSC reflects MUSC’s growth and development.    In September 1989, the hospital admissions introduced the Keane system, a new computer database system used for managing patient registration and accounting. It replaced an archaic paper system, and was invoked as “the latest technology.”   Ten day’s later, that new system was tested along with the teamwork of employees when Hurricane Hugo hit. As the Category 4 hurricane came in on Sept. 22 of that year, Cordray and another admissions colleague stayed behind to assist with patients and staff that day and the long days that followed.   “Kitty is wonderful,” said Sue Pletcher, Hospital Information Services/Patient Access Services director. “She’s a steady, front-line presence for admissions and a compassionate, dedicated individual that’s a benefit for our patients and their families.” Friday, April 7, 2006 Catalyst Online is published weekly, updated as needed and improved from time to time by the MUSC Office of Public Relations for the faculty, employees and students of the Medical University of South Carolina. Catalyst Online editor, Kim Draughn, can be reached at 792-4107 or by email, catalyst@musc.edu. Editorial copy can be submitted to Catalyst Online and to The Catalyst in print by fax, 792-6723, or by email to catalyst@musc.edu. To place an ad in The Catalyst hardcopy, call Island papers at 849-1778, ext. 201.