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From the President 2012 is almost here and the planning for our annual conference is well underway. San Diego should be beautiful in May but more importantly the educational programs and networking will be careerchanging! More information on the conference is available on the next page. But first I would like to reflect on 2011 and the accomplishments that NAHAM has achieved; not just as an organization but also the many exciting enhancements for our members.

Our executive team has done a tremendous amount of work to develop our website to better support our members and provide us with more resources, more connections and easy maneuverability! Check out the new Certification Central. All of the information and tools you need to keep your certification up to date are at your finger tips. Not only can you easily recertify on-line but you can actually keep a record of your educational hours. How great is that? And if you have never been a certified CHAA or CHAM, now is the time to consider this career advancing certification.

But wait, there is more. The Knowledge Development Center (on-demand education and webinars) has been launched. Not only can you earn contact hours when it is convenient for you but you can be a part of the process by presenting a webinar. This is a great way to share your knowledge and expertise with others while honing your presentation skills. If you are already an expert presenter we encourage you to reach out to our members through on-demand presentations.

The Access KnowledgeBase is a vast repository of access related documents and forms. Tried and true educational materials, job descriptions, tools, competencies and other documents are there for the taking! You can adapt them to meet the needs of your organization and or/department. As the saying goes‌.. why reinvent the wheel!

I could go on and on about the new website but seeing it is even better, I cannot do it justice in my short descriptions in this small space. Suffice it to say I am very excited about the offerings for our members and hope that you will take advantage soon. More information on these exciting features is contained in this issue of Connections.

Back to San Diego. The keynote speakers have been selected and the Learning Labs have been finalized. There is plenty of time to submit a poster presentation and this is another great way to develop presentation skills. Our staff can answer any questions you may have about poster presentations and even provide you with some ideas for topics. I hope these new and enhanced offerings will help you on a daily basis and I encourage you to give us feedback so that we can continue to meet the needs of our members.

Have a wonderful holiday season and enjoy your family, friends and co-workers. Reenergize for 2012 because healthcare changes are not slowing down. From the NAHAM Board and professional staff we appreciate the opportunity to serve you and look forward to the New Year! Holly Hiryak MNSc., RN, CHAM NAHAM President

INSIDE From the President .......................................................1

Get Certified with NAHAM! ..........................................6

Patient Access: The Helm of the Revenue Cycle! .....2–3

NAHAM Congratulates new Fellow, Peter A. Kraus......6

NAHAM Website Updates............................................4

Get involved with NAHAM! ...........................................7

NAHAM Membership Updates .....................................5

Get published with NAHAM!.........................................7

NAHAM Introduces new Training Manual......................6


Patient Access: The Helm of the Revenue Cycle!

Connections is published as a membership service of the National Association of Healthcare Access Management

professionals. The Customer Service Symposium will pick up where last year’s session left off; a great opportunity for returning attendees and firsttimers to build on their customer service skills! You won’t want to miss these special pre-conference symposia.

President Holly Hiryak, RN, MNSc, CHAM Vice President Jeff Brossard, CHAM

The conference will also again be featuring Industry Sponsored Symposia, commercially-supported sessions presented by NAHAM Business Partners for all attendees. Interested in presenting an Industry-Sponsored Sypmosia? Visit

Secretary Tammy Stone, CHAM Treasurer Ed Spires, CHAM Immediate Past President Patricia Consolver, CHAM Legal Counsel Michael J. Taubin, Esq. Certification Commission Chair Elizabeth Reason, CHAM Education Committee Chair Tammy Wood, CHAM Policy Development/Government Relations Committee Chair Brenda Sauer, R.N. CHAM Publications/Communications Committee Chair James Hicks, III, CHAA, CHAM, CAM, FHAM Special Projects Committee Chair Tony Lovett, CHAM Northeast Regional Delegate and Executive Delegate Catherine Pallozzi, CHAM Midwest Regional Delegate Suzan Lennen, CHAM Northwest Regional Delegate Donna Aasheim, CHAM Southeast Regional Delegate Paul Shorrosh, MSW, MBA, CHAM Southwest Regional Delegate Yvonne A. Chase, CHAM Central Regional Delegate Rebecca Holman, CHAM NAHAM Ambassador Maxine Wilson, CHAM


Plan to join your peers from across the nation at the Manchester Grand Hyatt in San Diego, California for NAHAM’s 38th Annual Educational Conference and Exposition — “Patient Access: The Helm of the Revenue Cycle”. This premier event for patient access professionals will convene May 8–11, 2012.

The Meeting Organizing Committee has selected 25 of the most relevant and cutting edge Learning Lab sessions to fill the educational needs of our members and other conference attendees. The popular Pre-Conference Symposia, NAHAM University and the Customer Service Symposium, will be held during the afternoon of May 8. NAHAM University is a forum for those from both academic and non-academic healthcare institutions to participate in dynamic facilitator-led discussion on the hot topics facing today’s patient access services

We are thrilled to bring to our attendees two highly-rated and relevant healthcare-related speakers for our keynote sessions at the conference: Healthcare futurist Ian Morrison-Ian is an internationally known author, consultant, and futurist specializing in longterm forecasting and planning with particular emphasis on healthcare and the changing business environment. He combines research and consulting skills with an incisive Scottish wit to help public and private organizations plan their longer-term future.

Joe Tye is CEO and Head Coach of Values Coach Inc., which provides consulting, training and continued on next page

Have you never before attended a NAHAM conference? Are you interested in attending in 2012?

Each year, NAHAM accepts applications for the Dale Williams Scholarship Award, which provides for roundtrip transportation, registration and lodging to our Annual Conference and Exposition. Apply for the Scholarship Award—available to first-time attendees only— by visiting and clicking on “Apply for Dale Williams Scholarship”.

The Justification Toolkit is now available

for your budgeting/approval process. This document contains useful pricing information, talking points, and descriptive return on investment (ROI) that the NAHAM conference provides you and your facility. Feel free to customize this form as you see fit. Access the toolkit at

Interested in exhibiting in the Access Management Solutions Marketplace? The prospectus is now available at, and contains detailed information on exhibiting, sponsoring, or advertising at the conference.

The Manchester Grand Hyatt is highly conducive to learning; all conference events — the keynote speakers, educational sessions, and Access Management Solutions Marketplace, and more—will take place at the Grand Hyatt, a picturesque waterfront retreat ideally situated on San Diego Bay. coaching on values-based life and leadership skills. Values Coach clients include hospitals, corporations and nonprofit organizations across North America. Joe is the author or coauthor of nine books and is a powerful and effective speaker on the topics of values, leadership, and personal motivation. Both speakers promise to share pertinent information for patient access professionals that you can take back and share with your facility.

In addition to our timely and important workshop presentations and our topnotch keynote speakers, we plan to provide our attendees with plenty of opportunities to have fun and expand their professional network via social events designed to provide a good time but to also let our attendees spend time meeting new friends and building their list of professional contacts.

The Access Management Solutions Marketplace returns with up to 70 providers of products and services aimed at driving improvements at your hospital and solving the challenges you and your staff face. And our “Marketplace” is THE place to be on the closing day of the conference when many of our participating exhibitors raffle off terrific prizes to thank our attendees for spending time with them during our meeting and exhibition. Last year’s conference giveaways included iPads, Kindles, cash, and more; don’t miss out!

This urban resort offers a spectacular waterfront setting with shopping, dining, and entertainment venues. Each guest room features the signature Hyatt Grand Bed and wireless high speed Internet access (free for NAHAM conference attendees). Soak up the sun on a 25,000 square foot pool deck, complete with whirlpools, fire pit, and a sundeck overlooking the bay. Swim in the resort’s adult lap pool or head to the ocean; there are 80 miles of beaches nearby. The Manchester Grand Hyatt is just three miles from the San Diego International Airport and is centrally located with access to all area attractions such as SeaWorld, San Diego Zoo, LegoLand, Balboa Park, The Midway Museum and the Gaslamp Quarter. Keep watching for information on registration, housing, the educational sessions, and your opportunity to win great prizes just by attending!

Registration is now open! Visit for registration information, as well as more information on this exciting conference. WINTER 2011



NAHAM Website Updates Stay up to date on all the newest online developments at NAHAM! Certification Central Now live!

In December, NAHAM launched “Certification Central” – an online tool for individuals to submit their application and payment for the CHAM and CHAA examinations. It is also where NAHAM credentialed individuals can track their professional development and continuing education activities in their personal account as well as submit their certification maintenance applications every other year. Visit to learn more!

Knowledge Development Center Coming Soon!

The Knowledge Development Center™ is our new tool that enables the management and delivery of learning content and resources for those in patient access services. This resource is populated with new and existing certification examination preparation materials, on-demand & live webinars, and other educational products. If you or your staff seek opportunities to earn NAHAM Contact Hours to retain your hard-earned CHAM or CHAA credentials, the Knowledge Development Center was built for you! Keep checking for more information. NAHAM Marketplace Now live!

The NAHAM Marketplace is an online supplier directory for our members to discover the many companies who provide products and services specific to the needs of Patient Access Services. NAHAM members are able to search the NAHAM Marketplace by product/service category to locate and contact potential suppliers. Our valued Business Partner members will receive prominent placement in the NAHAM Marketplace and we encourage members to alert us to other companies that should be included in the directory.

NAHAM Launches Access KnowledgeBase

NAHAM recently launched the Access KnowledgeBase, an online repository of documents, templates, and best practices that are intended to provide our members with valuable tools and information to solve challenges at their places of work.

The recent Access KnowledgeBase drive was a huge success, and as of December 1 NAHAM now has over 350 documents in the KnowledgeBase. Despite the end of the drive, the KnoweledgeBase will continue to accept submissions and feedback from NAHAM members. We place no limits on the type of information posted except that it be clearly relevant to the practice of patient access services. Examples of information you are welcome and encouraged to post include position descriptions, policies, scripts, training materials, etc. Please note that you must agree with the waiver statement to signify that you are legally permitted to upload any document. Check out the KnowledgeBase today at 4 | CONNECTIONS

Here is all the latest regarding membership in NAHAM. NAHAM Membership Updates

Renew Your Membership

NAHAM memberships expire on December 31 each year! Renewing today will extend your membership through December 31, 2012. All of NAHAM’s accomplishments are due to the support and dedication of members like you. We hope that you will remain a part of our community of patient access service professionals by renewing your NAHAM membership for 2012. We are pleased to keep our 2012 dues at the 2011 rate of $165.

To renew your membership, simply log-in using your User Name and Password. In your member profile under “Account History” is “Membership.” Simply click this icon to view your renewal options, including instant payment via credit card or ACH/e-check. Please note: if you require an invoice, select the “Bill Me” option at payment and then “View Invoice/Receipt.” An invoice is automatically generated for you. You will also receive an invoice with your automated email.

Renew your NAHAM membership today and continue to receive all of your valuable member benefits, including:

• The online Access Management Journal, providing coverage of current best practices, innovative solutions and regulations in the industry; • A membership directory to help you network;

• Certifications for associate or management-level professionals: Certified Healthcare Access Associate (CHAA) or Certified Healthcare Access Manager (CHAM);

• Registration discounts for our highly-rated Annual Educational Conference & Exposition, coming to San Diego in 2012;

• Membership recognition awards and scholarships awarded annually;

• The NAHAM Career Center, a resource for connecting with new employment opportunities;

• Access Forum – an interactive resource tool to help you connect with and share best practices and helpful tips with your fellow members;

Renew your membership now to avoid a disruption in these valuable services. Thanks again for your participation in the NAHAM community. If you have any questions about renewing your membership, please contact NAHAM at (202) 367-1125 or at Associate Membership. Only $60 per year!

NAHAM has a new membership category; the Associate Member category was created for those working in front-line staff positions in Patient Access Services. It is also the category of membership that students with an interest in patient access services may join. Typical Associate Members will be patient-facing staff with three or fewer years of practical experience in patient access services. If you have a staff member who is—or you feel should be—a Certified Healthcare Access Associate (CHAA), this category of membership is right for them. As a regular Active member of NAHAM, you know first-hand about the value and benefits of NAHAM membership. Share this experience with your front-line staff and help to grow the community of patient access professionals at all levels. Please encourage your staff to become a part of NAHAM by joining as an Associate Member.

For more information, visit The website contains membership guidelines, as well as a customizable email to send to your staff and prospective Associate Members. Business Partner Sub-Accounts

In the past, only the primary account holder for NAHAM Business Partner memberships has had access to the Members-Only section of the website. We are excited to announce that you can now grant this access to your employees, as well, at no added cost. The Business Partner membership now has free sub-accounts; information on getting your employees set-up is available by visiting

• A government relations program to represent the patient access professional’s political interests, including updates through the NAHAM Public Policy Blog;

• And more!




NAHAM Introduces new Training Manual NAHAM has developed a new training manual for orienting and onboarding frontline staff — Introduction to Patient Access Services: Patient Access Orientation Training Manual. The information in this useful guide reviews a variety of topics essential in the orientation and development of front-end staff. It also can aid in the preparation of staff for the Certified Healthcare Access Associate (CHAA) Examination. This manual includes an outline that may assist with course layout and preparation. There is also a brief quiz at the end of each section and an orientation checklist is included as well. You may want to modify this checklist to meet your needs during the orientation of new employees.

Get Certified with NAHAM! Take the Next Step in Your Career! Apply now to take the CHAA and CHAM examinations in April! NAHAM wants to give you the opportunity to take the next step in your career. By becoming certified in the patient access field, you have the chance to rapidly advance yourself in this growing arena, as well as take charge of your future.

Now is the time to advance your skills and become a Certified Healthcare Access Associate (CHAA) or a Certified Healthcare Access Manager (CHAM). Nationally recognized, NAHAM’s credential program examination is offered quarterly and can be taken in the comfort of your own hospital at a time of your choosing. Hospitals and patients alike have become more and more dependant on your skills as a patient access professional — don’t miss this opportunity! NAHAM’s certification examinations are being offered in April, 2012. The deadline for applications for both the CHAA and CHAM examinations is February 29, 2012.

For more information on the NAHAM Credential Program please call (202) 3671125, email, or visit

Since this manual is distributed nationwide to large and small facilities and it is used in both the inpatient and outpatient arenas, some content is intended to be general in order to provide you the opportunity to stress areas of particular importance to you as a manager or instructor and to add information specific to your healthcare organization or work location.

Try it out before you buy; you can download a FREE sample here. Visit the online store at or click here to order.

NAHAM Congratulates new Fellow, Peter A. Kraus NAHAM recently announced that Peter Kraus, CHAM, Business Analyst at Emory University in Atlanta, GA, has been awarded the prestigious designation of Fellow, Healthcare Access Management (FHAM). The intent of the NAHAM Fellows Program is to recognize proven leaders in the profession who have made sustained outstanding contributions to NAHAM and to the field of patient access services.

In order to be considered for Fellow status, candidates must have held a leadership role in NAHAM at the national level as an officer, regional delegate, or committee chair or at the affiliate level (state, regional) as president. Additional qualifying criteria include active membership in NAHAM, a Bachelor’s degree (minimum) in health care, management or other related field, CHAM certification, presentation at the annual national NAHAM Conference within the past three years, and publication in a national journal.

Kraus is a long-time volunteer leader with NAHAM having served on a variety of committees including Chairman of the Strategic Planning Committee. He is currently a member of the association’s Special Projects Committee. Kraus has also served as the organizer and facilitator of NAHAM’s University Hospital Seminar, currently named “NAHAM University”, which is a half day pre-conference symposium which precedes the association’s annual meeting. He has been a NAHAM member since 1982. He has a BA degree in Philosophy/ Sociology from Earlham College in Richmond, Indiana. NAHAM would like to congratulate Pete for being bestowed this prestigious honor by our Board of Directors.


Get involved with NAHAM! Volunteer for service on one of our committee service! NAHAM will begin implementing terms of service for members of all of our committees. Terms will be two years commencing in January and concluding two years later in December. Members may serve unlimited terms but will be required to complete the application form in order to be considered for a subsequent term. This process is being implemented to help provide additional order to the committees and to help match up interested and talented NAHAM members with the important work going on in all of our committees. Whether you wish to help us develop new educational offerings, want to help us grow membership and spread the word, like to write, or have an interest in government and regulatory affairs, there is a NAHAM committee for you.

To express your interest simply complete the application form on our website. Committee chairs will review all applications and make the determination regarding the necessary number of committee members needed in order to fulfill the responsibilities of each committee. To learn more and fill out the form, click here.

If you would like to apply for service on a committee for 2012 please complete the interest form and submit it no later than December 31, 2011. If you have any questions contact me at or at (202) 367-1125.

Get published with NAHAM! Are you interested in having your article published in the next issue of the Access Management Journal? NAHAM is accepting content from members, association bodies, and other writers. Sample article topics include: • Practices, products, or policies that have improved your job • Reviews and opinions regarding books of interest to NAHAM members and Access Management professionals • Your organization’s developments, projects, and technologies • Legislation impacting Access Management • Your perception of the issues, trends, and technologies pertaining to Access Management. Submitting an article can advance your career and promote our profession. As a published author, you can: • Earn 3.0 contact hours towards your certification per each published article; • Expand your resume and gain recognition as a credible professional; • Have your article considered for the Doris E. Gleason Publication Award, presented at NAHAM’s 38th Annual Educational Conference and Exhibition in 2012; • Help your colleagues improve their work environment.

Send us your article today! Content received by February 21, 2012 will be considered for inclusion in the Access Management Journal‘s first issue of the year. Your piece can range from 650 to 3,000 words in length. For more information, visit the NAHAM website or e-mail Lindsay Pullen at We look forward to receiving your article!




Connections: Winter 2011  

NAHAM's member newsletter

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