The Reskilling of the Revenue Cycle: How COVID-19 Is Breaking Long-Standing Silos

When the pandemic hit, healthcare leaders faced many ups and downs, often with respect to staffing changes and needs. Canceling elective procedures perhaps required staff from other areas, such as registration, financial clearance, or even HIM to jump in and call patients along with schedulers. Then, when service volumes decreased, registration and scheduling staff may have been asked to help with existing A/R by getting bills out the door and following up with patients or insurers. This may also have been true for staff being sent home, if part of their role was no longer feasible or accessible remotely.

Or, as new service needs arise, whether that be in the form of drive-thru testing, entry point screening, and support such as cleaning and disinfecting, supply running, and general patient triage, organizations saw clinical, revenue cycle, supply chain, and other staff step up to the task for and alongside each other.

This infographic shows the prevalence of reassignment as reported in an HBI survey conducted at the end of April and how reskilling is becoming an important part of the conversation.