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GEN5668 Mastering Patient Access and Care Coordination

$201.00
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The Executive Diagnostic and Governance Toolkit

Mastering Patient Access and Care Coordination

Score your own function red, amber or green, find out which part is weakest, and walk into the next budget round able to defend what you want to fix. Built for leaders reviewing Patient access and care coordination.

$199 one-time
30-day money-back guarantee Verified against latest insights, updated access provided within 24h

Each order is checked and updated against the latest insights before delivery. That is why access takes up to 24 hours rather than being instant.

What you walk out with
A scored, ranked picture of your own function, and a defensible answer to what to fix first.
1 You stop guessing where you stand.
You finish with a score, not an opinion: every part of your function rated red, amber or green, with the weakest ranked first. Evidence: a Quick Scan for the shape of it, then seven domain assessments of 30 scored questions each, 210 in all, rolled into one scorecard, plus a maturity radar and a current-versus-target gap analysis.
2 You can defend the decision.
You walk into the budget round with the gap named, the owner named and done defined, instead of a case built on instinct. Evidence: project charter, scope statement, RACI, requirements traceability and work breakdown structure, pre-filled in your domain's language.
3 The work actually moves.
The month after the decision is already built, so nothing stalls waiting for someone to design a form. Evidence: more than 60 project templates across all five PMBOK process groups, plus runbooks, SOPs, a KPI framework, audit checklists and a risk matrix. 55 to 65 files in total.
4 You use it the day it lands.
No blank templates to interpret. Every workbook opens with what it is, who uses it, when, how, a 1 to 5 scoring guide, what good looks like, and a worked example you delete and type over.
The Quick Scan is one sitting. You will know your weakest area before the day is out.
Nothing in it is generic project management: the build rejects any file that could belong to another course. Updated after you enrol, so it reflects where the work stands now. The 144-chapter course is included behind it, for the parts you want to go deeper on.
Patients fall through cracks when data doesn’t move as fast as care decisions must.

The situation this is built for

You manage the first point of contact and the continuity of care. But today’s systems create silos. Insurance verification takes too long. Referral loops break. Eligibility changes aren’t flagged. Prior authorizations delay treatment. Teams work from different records. Patients get frustrated. Providers lose time. The burden falls on your team to fix what the infrastructure does not support. You need a way to assess your function objectively and act decisively.

Who this is for

Director of Patient Access, responsible for intake, registration, insurance verification, referral coordination, financial clearance, and handoffs to clinical teams across ambulatory and inpatient settings.

Who this is not for

This is not for vendors selling software, consultants focused on digital transformation only, or executives seeking high-level overviews without operational depth.

What you walk away with

  • Conduct a rigorous self-assessment of current patient access workflows
  • Identify breakdowns in data flow across registration, eligibility, and referrals
  • Diagnose delays in prior authorization and financial clearance processes
  • Develop a prioritized action plan for care coordination improvements
  • Align team workflows with clinical and payer requirements

How this maps to your situation

  • Current state assessment
  • Pain point identification
  • Workflow optimization
  • Future state planning

Before vs. after

Before
You manage patient access in isolation, reacting to breakdowns in data flow, authorization delays, and care coordination gaps.
After
You lead a coordinated, data-driven function with clear accountability, faster decisions, and seamless handoffs across the care journey.

What's included with your purchase

  • 12 modules with 12 chapters each (144 chapters)
  • Downloadable templates and worked examples for every module
  • Hand-built implementation playbook delivered alongside course access
  • 30-day money-back guarantee

Delivery and format

  • Course and learning environment access provisioned within 24 hours of purchase
  • Hand-built implementation playbook delivered alongside course access

Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.

Time investment: Approximately 3 to 5 hours per module, designed to be completed at your pace over 6 to 8 weeks.

If nothing changes
Without a structured assessment, patient access remains a bottleneck. Delays in insurance verification and prior authorizations lead to canceled procedures, revenue loss, and poor patient experience. Care teams operate without complete information, increasing clinical risk and administrative burden.

How this compares to the alternatives

Unlike vendor-led assessments or generic training programs, this course provides a neutral, operational framework built by practitioners. It focuses on your actual workflows, decisions, and team dynamics—not software features or funding trends.

Also included: the full course, for when you want the reasoning behind a finding (12 modules, 144 chapters)

Depth reference. The diagnostic and the templates stand on their own; this is what to read when you want the reasoning behind a finding.

Module 1. Understanding the Scope of Patient Access
Define the boundaries and responsibilities of patient access within your organization and map them to care coordination touchpoints.
12 chapters in this module
  1. Mapping the full patient access workflow from first contact to service delivery
  2. Identifying all roles involved in patient registration and eligibility confirmation
  3. Documenting handoffs between scheduling, financial counseling, and clinical teams
  4. Assessing how patient demographics are collected and verified at intake
  5. Evaluating the accuracy of insurance information at initial contact
  6. Reviewing processes for capturing referral orders and provider instructions
  7. Understanding how access teams support care transitions between settings
  8. Analyzing how access data flows into electronic health records
  9. Identifying where patient access intersects with care management teams
  10. Documenting current tools used for identity and insurance verification
  11. Assessing patient communication protocols during pre-service steps
  12. Establishing baseline metrics for access cycle time and accuracy
Module 2. Mapping the End-to-End Care Journey
Trace patient movement from referral to discharge and identify access-related dependencies and decision points.
12 chapters in this module
  1. Charting the complete path from referral receipt to appointment scheduling
  2. Identifying all required authorizations before diagnostic or therapeutic services
  3. Mapping insurance verification steps across multiple payers
  4. Documenting how care plans are shared with access and intake teams
  5. Tracking patient status updates during pre-authorization processes
  6. Reviewing how changes in insurance are communicated to access staff
  7. Assessing how no-shows and cancellations impact downstream coordination
  8. Evaluating handoff procedures from access to registration on arrival
  9. Analyzing how access data supports pre-admission testing coordination
  10. Mapping how discharge planning begins during early access stages
  11. Documenting how post-acute needs are flagged during initial intake
  12. Assessing integration between access teams and care navigators
Module 3. Diagnosing Data Flow Breakdowns
Identify where patient information is lost, delayed, or duplicated across access and care coordination systems.
12 chapters in this module
  1. Reviewing how patient identifiers are matched across departments
  2. Identifying gaps in insurance data between referral and service date
  3. Assessing how prior authorization status is tracked and updated
  4. Evaluating how changes in benefits are communicated to access teams
  5. Documenting where manual data entry creates errors or delays
  6. Mapping how clinical notes are accessed during eligibility verification
  7. Reviewing how referral documentation is stored and retrieved
  8. Assessing how patient-reported changes are updated in access systems
  9. Analyzing how access teams handle incomplete or illegible referrals
  10. Identifying how data discrepancies are resolved before service
  11. Evaluating the timeliness of payer responses in authorization workflows
  12. Documenting how access staff escalate unresolved data issues
Module 4. Evaluating Insurance Verification Workflows
Analyze current practices for confirming coverage and benefits and identify sources of delay or inaccuracy.
12 chapters in this module
  1. Charting the steps from referral receipt to insurance eligibility check
  2. Assessing how front-end staff verify active coverage and plan type
  3. Reviewing methods for capturing copay, deductible, and coinsurance
  4. Evaluating how out-of-network benefits are communicated to patients
  5. Documenting processes for re-verifying insurance close to service date
  6. Identifying how benefit changes are monitored between verification and service
  7. Analyzing how access teams handle denied or lapsed coverage
  8. Reviewing escalation paths for complex insurance cases
  9. Assessing how verification results are documented in patient records
  10. Evaluating consistency in benefit explanation across team members
  11. Documenting how insurance data is shared with financial counseling
  12. Measuring average time to complete insurance verification per case
Module 5. Assessing Prior Authorization Processes
Examine how prior authorization requirements are identified, submitted, and tracked to prevent service delays.
12 chapters in this module
  1. Mapping how authorization requirements are determined for each service
  2. Reviewing how clinical documentation is gathered for submission
  3. Assessing how authorization requests are routed to payer systems
  4. Documenting timelines for payer response and follow-up procedures
  5. Analyzing how denials are reviewed and appealed by access teams
  6. Evaluating how approved authorizations are communicated to schedulers
  7. Reviewing how expired or partial approvals are managed
  8. Assessing how access staff track pending authorizations daily
  9. Documenting how changes in service plans affect authorization validity
  10. Evaluating integration between EHR and prior auth tracking tools
  11. Reviewing staff training on payer-specific authorization rules
  12. Measuring authorization success rate and resubmission frequency
Module 6. Optimizing Referral Management Systems
Improve the capture, tracking, and fulfillment of provider referrals to ensure continuity of care.
12 chapters in this module
  1. Charting how referrals are received from external providers
  2. Assessing how referral completeness is validated upon receipt
  3. Reviewing processes for matching referrals to appropriate service lines
  4. Documenting how patients are contacted after referral intake
  5. Analyzing how appointment scheduling aligns with referral urgency
  6. Evaluating how missing clinical information is requested from referrers
  7. Reviewing how referral expiration dates are monitored
  8. Assessing how patients are notified of referral status changes
  9. Documenting how access teams coordinate with specialty clinics
  10. Evaluating how electronic referral platforms are utilized
  11. Reviewing audit logs for referral tracking accuracy
  12. Measuring referral-to-appointment cycle time by service type
Module 7. Improving Patient Financial Clearance
Strengthen processes for estimating patient responsibility and securing financial approvals before service.
12 chapters in this module
  1. Mapping how financial responsibility is calculated pre-service
  2. Assessing accuracy of patient cost estimates at time of scheduling
  3. Reviewing processes for identifying charity care eligibility
  4. Documenting how payment plans are offered and enrolled
  5. Analyzing how credit policies are applied consistently
  6. Evaluating how self-pay patients are counseled pre-service
  7. Reviewing how financial holds are managed before service
  8. Assessing coordination between access and revenue cycle teams
  9. Documenting how insurance denial appeals are initiated
  10. Evaluating how patient financial data is protected in workflows
  11. Reviewing staff training on financial clearance protocols
  12. Measuring percentage of cases cleared financially before service date
Module 8. Aligning Access with Clinical Workflows
Ensure patient access activities are synchronized with clinical team needs and care delivery timelines.
12 chapters in this module
  1. Reviewing how access data supports pre-visit planning by clinicians
  2. Assessing how clinical documentation requirements are communicated to access
  3. Documenting how access teams support pre-operative checklists
  4. Analyzing how access staff verify pre-service testing completion
  5. Evaluating how care plan changes are relayed to access teams
  6. Reviewing how access supports care coordination for chronic conditions
  7. Assessing how access teams handle time-sensitive referrals
  8. Documenting how access contributes to care team huddles
  9. Evaluating how access staff escalate urgent patient needs
  10. Reviewing how access data informs capacity planning
  11. Analyzing how access supports discharge and follow-up scheduling
  12. Measuring access team responsiveness to clinical team requests
Module 9. Strengthening Care Coordination Handoffs
Improve the transfer of patient information and responsibility between access, registration, and care teams.
12 chapters in this module
  1. Mapping all handoff points from access to registration
  2. Assessing how patient data is validated at check-in
  3. Reviewing how access updates are communicated to front desk
  4. Documenting how financial holds are released pre-service
  5. Analyzing how clinical alerts are conveyed during handoffs
  6. Evaluating how language and accessibility needs are communicated
  7. Reviewing how access supports same-day registration exceptions
  8. Assessing how walk-in patients are integrated into coordination workflows
  9. Documenting how access teams follow up on incomplete registrations
  10. Evaluating how handoff failures are reported and reviewed
  11. Reviewing use of standardized handoff checklists
  12. Measuring handoff accuracy and timeliness across shifts
Module 10. Measuring Performance and Outcomes
Define and track key metrics that reflect the effectiveness of patient access and care coordination.
12 chapters in this module
  1. Identifying core KPIs for access accuracy and timeliness
  2. Assessing how often eligibility is verified pre-service
  3. Reviewing rate of denied claims due to access errors
  4. Documenting average days from referral to first appointment
  5. Analyzing rate of prior authorization success on first submission
  6. Evaluating patient satisfaction with access interactions
  7. Reviewing access team productivity per full-time equivalent
  8. Assessing time to resolve insurance exceptions
  9. Documenting how often referrals are lost or delayed
  10. Measuring percentage of patients financially cleared pre-service
  11. Analyzing staff turnover in access and coordination roles
  12. Reviewing audit findings related to access documentation
Module 11. Building a Resilient Access Team
Develop team structure, training, and support systems that sustain high performance in complex environments.
12 chapters in this module
  1. Assessing current staffing levels against patient volume
  2. Reviewing team roles and responsibilities for clarity
  3. Documenting training programs for new access staff
  4. Analyzing how ongoing education is delivered on payer rules
  5. Evaluating how access staff are supported during high-volume periods
  6. Reviewing use of standardized scripts and decision guides
  7. Assessing how feedback is collected from clinical partners
  8. Documenting how performance reviews are conducted
  9. Reviewing how access staff are included in process improvement
  10. Evaluating mental health and burnout prevention strategies
  11. Assessing succession planning for key access roles
  12. Measuring staff engagement and retention rates
Module 12. Creating Your Implementation Roadmap
Synthesize findings into a prioritized, actionable plan for improving patient access and care coordination.
12 chapters in this module
  1. Reviewing assessment findings from all previous modules
  2. Prioritizing gaps based on clinical impact and feasibility
  3. Defining quick wins that improve patient experience immediately
  4. Building a 90-day action plan with assigned owners
  5. Documenting resource requirements for each initiative
  6. Reviewing dependencies on IT and clinical teams
  7. Establishing metrics to track progress after implementation
  8. Creating communication plans for team and leadership
  9. Assessing change management needs for new workflows
  10. Documenting how improvements will be audited over time
  11. Planning for scalability across service lines
  12. Finalizing your 12-month roadmap for patient access evolution

Frequently asked

Who is this course designed for?
This course is for Directors of Patient Access who own intake, insurance verification, referral management, financial clearance, and care coordination workflows across healthcare delivery settings.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this course require software or technology changes?
No. This course focuses on assessing and improving workflows, team decisions, and handoffs—regardless of current systems in place.
What kind of templates are included?
Downloadable tools for mapping workflows, tracking authorizations, auditing handoffs, measuring performance, and building your implementation plan.
Will this help with compliance and documentation?
Yes. The course includes guidance on maintaining accurate, auditable records for insurance, referrals, and financial clearance.
Can my team take this together?
Yes. Many teams use this course to align on process improvements and assign action items collaboratively.
Is there a certificate of completion?
Yes. Upon finishing all modules and submitting your final roadmap, you receive a certificate of completion.
How long do I have access?
You have full access to the course materials for 12 months from enrollment.
What if this isn’t right for me?
We offer a 30-day money-back guarantee if the course does not meet your expectations.
Do I need prior experience with process improvement?
No. The course is designed for working professionals and walks you through each assessment step with clear examples.
Is the implementation playbook customized?
The playbook is hand-built with templates and frameworks tailored to patient access and care coordination functions, delivered alongside course access.
What formats do the templates come in?
The implementation playbook downloads as PDF and editable XLSX. The course reads in your learning environment and exports to PDF for offline use. The files are yours to keep.
Can I share this with my team?
The licence is per person. Team pricing opens from three seats: reply to the order confirmation with TEAM and we will set it up.
How quickly can I start?
The diagnostic is one sitting and the templates work straight out of the kit. Account access takes up to 24 hours rather than being instant, because every order is checked and updated against the latest sources before it is delivered.
$199 one-time. Approximately 3 to 5 hours per module, designed to be completed at your pace over 6 to 8 weeks..

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.

30-day money-back guarantee·Know your weakest area today·210 scored questions·Course included· Account access within 24 hours
30-day money-back guarantee, no questions asked.
Thousands of organisations have bought from The Art of Service since 2000.
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