Patient Experience - AAHAM Chapters Index
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Transcript Patient Experience - AAHAM Chapters Index
“Enhancing the patient experience by
examining the Revenue Cycle”
Nola Wyatt
VP of Revenue Cycle
St. Thomas Health
Which activity would best improve
your healthcare experience?
Wait times
Better patient/cafeteria food
Upgraded hospital rooms and facilities
Web-based access to medical records
Test results to providers quicker
Improved landscaping
Improved Billing
September 2013 Survey Results
Which activity would best improve your healthcare
experience?
#1 Response – Improved billing transparency and
accuracy of bills
#2 Response – Patient website for easy access to all of
their medical records
# 3 Response – 15 minute or less wait time at physician
practices
Objectives of Presentation
Understand each Revenue Cycle area’s impact on a
patient’s experience
Document and communicate the commitment and
role of all Revenue Cycle colleagues
Value of Standard Work in Revenue Cycle operations
The Revenue Cycle
SCHEDULING AND
PRE -REGISTRATION
CUSTOMER
SERVICE
PRE CERT AND
INSURANCE
VERIFICATION
REGISTRATION
AND POINT OF
SERVICE
COLLECTION
SELF PAY
COLLECTIONS
FINANCIAL
COUNSELING
PAYMENT REVIEW
(Voucher
Processing)
REVENUE INTEGRITY /
CHARGE CAPTURE
CASH
POSTING
CASE
MANAGEMENT
THIRD PARTY
FOLLOW- UP
MEDICAL
RECORDS CODING
BILLING
Revenue Cycle Operations
Complex and Confusing
Managed Care Grocery
Payer Communications
The Beginning – Advocacy
Scheduling
Pre-registration
Pre Cert and Insurance Verification
Registration and Point of Service Collections
Financial Counseling/Financial Clearance
The Middle – Authenticity
Revenue Integrity/Charge Capture
Case Management
Clinical Documentation
Medical Records/Release of Information
Coding
The End - Accuracy
Billing
Follow-up
Cash Posting
Payment Review(under and over)
Patient Balance Collections
Customer Service
Revenue Cycle Management
Responsibility
Measure Performance
Observation of Staff
Patient Satisfaction Scores
Communication of Performance
Daily Huddles by functional area-15 minute max
Plan for the day
Staffing
Results from previous day
Identify training, education and equipment needs
Revenue Cycle Associate
Responsibility
Primary Goal is to Enhance each customers
experience using an easily adopted practice.
Utilize a meaningful acronym such as A.I.D.E.T.
Develop personal expectations for all patient
interactions
Understand and communicate your organizations
policies and payment guidelines
Know the types of insurance coverage and benefits
Be responsive to patient requests
Value of Standard Work in Revenue
Cycle
Our Organization’s Adoption
Medicare No Pay Denial
Registration QA and MDI Created
What is Process Improvement?
Six Sigma
Data-driven
Customer-focused
Lean
Waste elimination
Process flow scrutiny
Why Process Improvement in
Revenue Cycle
Patient Experience
Competition
Satisfaction
Legislation
ICD10
Affordable Care Act
How to Achieve Continuous
Improvement
Humility
Throw away old thinking
Structure
Manage by numbers
Respect
“The greatest waste…is failure to use the abilities of
people…to learn about their frustrations and about the
contributions that they are eager to make.” -Deming