Long-term process worth the wait for Albany Medical Center

It took two years to finish.

However, for Cathy Pallozzi, CHAM, CCS, director of patient access at Albany (NY) Medical Center and her team of access managers, constructing a new, comprehensive policy and procedure manual was worth the wait.

After all, Albany Medical’s access team of about 95 full-time employees and 110 overall staff members had its struggles prior to the implementation of its policy and procedure manual, including:

Low staff morale. This was due to the absence of a structured monitoring process. Staff members wanted to do the right thing. “We, as managers, have the responsibility of providing them the tools to be successful,” says Pallozzi.