Region IV Webinar


Effectively Navigating Patient Access in the New Age of COVID-19

1 CPE Credit 
Thursday, July 23, 2020 12 PM – 1 PM EST 


The COVID-19 pandemic has created a tremendous amount of financial stress and uncertainty for hospitals and health systems across the country, with longer-term impacts remaining unknown. Responding to the COVID-19 situation is a constantly evolving process, requiring health systems and hospitals to employ technologies and systems already in place in seemingly non-traditional ways. Sustaining a positive patient financial experience must be a priority, especially in the face of these unprecedented times of financial distress. 

In this webinar session, we will discuss the strategies and steps a Mid-Atlantic Southeast Region health system applied to proactively adapt its Pre-Access Service model technologies and workflows to facilitate effective patient access navigation in this time of crisis. 

Learning Objectives: 

Learning Objective 1: Define strategies for improving the patient financial experience by utilizing a high-performance pre-access center model. Identity workflows for the Pre-Access Center during normal operations 

Learning Objective 2: Outline critical steps in creating a cohesive team and patient communication workflow strategy that drives process improvement, motivates staff while driving upfront collections and improving the patient financial experience. 

Learning Objective 3: Illustrate how Pre-Access Center removes barriers to access to care during COVID-19 by creating temporary “triage and direct”, inform and Payment workflows. 


Gordon Jaye
Vice President of Operations, PatientMatters 

Mr. Jaye has worked in healthcare delivery systems, information technology and physician practices for more than 25 years, most recently in leadership positions. As Vice President, Hospital Operations, Gordon’s expertise is in delivering superior patient experiences, revenue cycle management, process optimization and automation, and managing hospital mission critical services to PatientMatters and its healthcare customers. Gordon’s expert commentary has been featured in publications such as Hospital Access Management, and HFMA Revenue Cycle Strategist Newsletter, and he led a session at the MUSE International Conference in 2018.