Horizon Health Plans ‘One-Stop Shop’ for Patient Services

Gift shop to relocate into larger space

Navigating the healthcare system can be difficult.

To help make the experience as easy and convenient as possible, Horizon Health is creating a new Patient Services area at Paris Community Hospital. This “one-stop shop” will allow patients to register for testing, obtain insurance authorization, request copies of medical records, pay bills, and much more – all in one convenient location.

“Establishing a comprehensive Patient Services area will take us to a new level of providing excellent customer service,” said Oliver Smith, Horizon Health president & CEO. “This involves renovating existing space and reallocating staff we already have to best meet the needs of our patients.”

The project has been in the works for about six months. Interior building renovations will begin in late fall with completion expected in first quarter 2019.

Patient Services will be centrally located between the hospital and Paris Clinic, replacing the hospital registration desk, central scheduling, emergency waiting area, and gift shop. When completed, Patient Services will offer the following:

• A Patient Services representative or “greeter” who will be the first point of contact for patients
• A large registration area with private meeting areas to schedule testing and obtain insurance authorization
• A separate registration area for lab work
• The ability to meet with a financial assistance representative
• The ability to request copies of medical records
• A bill payment center with cashier
• A patient bill estimator that provides real-time information on how much a patient will owe after insurance pays for a particular service

Other improvements will include a large, combined waiting area for patients needing lab work, radiology services, or emergency services.

“Currently, a patient has to navigate to three different areas of the hospital if they want to register, request medical records, and talk to a financial assistance coordinator,” said Elisha Farmer, manager for the project. “A centralized Patient Services area is a definite need. It will streamline the process for patients by having all patient-related services in one area.”

Note that for appointments in the Paris Clinic, patients will continue to register at the clinic registration area.

New gift shop

To provide more space for Patient Services, the hospital gift shop will move to a new space currently under construction near the outpatient lab.

A 3,100-square-foot building addition will house the gift shop and a café that offers deli-style snacks and drinks, as well as the inpatient pharmacy and a conference room. The new addition will extend into the hospital courtyard and be adjacent to the Garden of Hope. The new gift shop is expected to open in late December, and will continue to be operated by the PCH Volunteers.