Medicare Secondary Payer (MSP) Questionnaire accuracy is high on the quality assurance list for many patient access managers.

Debra Keller’s list is no exception. The admissions/registration director for Grand Itasca Clinic and Hospital in Grand Rapids, MN, Keller administers a yearly competency test for her patient access staff members regarding the MSP Questionnaire. They either pass or fail. And if they fail, they must retake the test. There are also regular quizzes and scripting to help staff members obtain the right insurance information from patients and ensure proper reimbursement for the facility.

“Obviously, the starting point with the MSP is getting the buy-in from your staff,” says Keller. “That’s the first line of defense.” Ask yourself whether your staff truly understands what the MSP form is and what it means. Staff members have to understand the importance of this, which means you may need to back up the training by starting with the basics.