Transcript Managing Administrative Processes to Ensure Regulatory

CLEAR 2008 Annual Conference
“Managing Administrative
Processes to Ensure
Regulatory Excellence”
Shannon Leftwich
Mike Whatley
Anchorage, Alaska
CLEAR 2008 Annual Conference
Managing Administrative
Processes to Ensure
Regulatory Excellence
Outsourcing
Shannon Leftwich, MA, ATC
Director of Credentialing Services
Board of Certification, Inc.
Anchorage, Alaska
Regulatory Missions
Our mission is to credential qualified professionals to ensure the
protection of the public's health, safety and welfare.
The Office is dedicated to public protection through licensure,
inspection, enforcement/complaint resolution, and discipline.
Our mission is to assure that the services provided by health
professionals are effective and of a quality consistent with the
standard of care within each profession, and to safeguard the
healthcare consumer against harm which may be caused by
unqualified, impaired or unlicensed practitioners.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Responsibility
State regulatory
agencies have a
responsibility to
perform efficiently
and effectively in
order to meet their
missions…protecting
the safety of their
citizens.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Outsourcing
Outsourcing may be
an option for state
regulatory agencies
to improve efficiency
and effectiveness.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Outsourcing - Advantages
• Efficiency & Effectiveness
– Outsourcing allows states to spend more time
protecting the public and less time pushing
papers
– Allows states to evaluate and transform
current processes
– Provides you the opportunity to create
performance tools that you may not have
considered when using internal staff
CLEAR 2008 Annual Conference
Anchorage, Alaska
Outsourcing - Advantages
• Budget
– Outsourcing can save money
– Decreases FTEs and benefit costs
– Vendor can charge customer directly, alleviating the
state of paying a vendor, yet providing a percentage
of the revenue to the state
• Staff Development
– Outsourcing provides internal staff the time to explore
new opportunities
CLEAR 2008 Annual Conference
Anchorage, Alaska
Outsourcing - Advantages
• Customer Service
– Alleviates stress on internal staff and the
customer during times of high demand
– Utilizing the expertise of vendors may allow
the customer access to innovative technology
and an improved customer experience
CLEAR 2008 Annual Conference
Anchorage, Alaska
Outsourcing –
Disadvantages & Remedies
• Continuity
– Internal staff provides an understanding of their
clients, which results in strong relationships
• Vested Interest
– The vendor must put their interests first
• Remedies
– Choose a vendor that currently works with your
clientele
– Create a strong relationship with the vendor
CLEAR 2008 Annual Conference
Anchorage, Alaska
Regulatory Excellence
Outsourcing may
assist you to achieve
REGULATORY EXCELLENCE!
CLEAR 2008 Annual Conference
Anchorage, Alaska
Resources
•
Moen, Ronald M., “Outsourcing Is As Simple As A-B-C,” Forum, July 2008 28-29.
•
Meyer, Dean, “4 Advantages to Outsourcing,” Sourcingmag.com,
http://www.sourcingmag.com/content/c051011a.asp.
•
“What is Outsourcing?”, Wisegeek.com, http://www.wisegeek.com/what-is-outsourcing.htm.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Speaker Contact Information
Shannon Leftwich, MA, ATC
Director of Credentialing Services
Board of Certification, Inc.
4223 S 143rd Circle
Omaha, Nebraska 68137
[email protected]
(402) 559-0091 ext. 114
CLEAR 2008 Annual Conference
Anchorage, Alaska
CLEAR 2008 Annual Conference
Managing Administrative
Processes to Ensure
Regulatory Excellence
Business and Technology Integration
Mike Whatley, CIO
Colorado Department of Regulatory Agencies.
Anchorage, Alaska
Business/Technology Integration
• Projects rarely fail
because technology
doesn’t work, the
problem is not
understanding business
requirements.
• Integration of business knowledge into
technology requirements is critical.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Business/Technology Integration
• Problems to solve:
– Poor project management
– Disconnect with
strategic planning
– Weak governance
structure
CLEAR 2008 Annual Conference
Anchorage, Alaska
Solving Problems
• Problem  Poor project management
• Solutions:
– Formalize project management process.
» DORA has implemented a Project
Management Institute methodology that
requires extensive involvement with the
business managers and staff.
» This is not an “IT project”, it’s your business!
» Proactively manage change.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Solving Problems
• Problem  Disconnect with strategic
planning
• Solutions:
– Align technology
management staff
with executive business
managers.
– Build relationships.
– Integrate technology budget planning with business
budget process.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Solving Problems
• Problem  Weak governance structure
• Solutions:
– Ensure that decision making process supports
and enables business (e.g. Business staff
participate in decision making).
• At DORA, we utilize a Customer Tech Team to
manage technology issues with agencies.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Solving Problems
• Communication
– Ensure your
technology
organization is
meeting your
needs.
– Communication
is mostly listening.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Business/Technology Integration
• Business leaders don’t care what you say, they
care what you do for them.
• Example:
– Colorado Division of Registrations Paperless Boards
• Provide capability to administer board meetings without
paper.
• Publish and manage meetings electronically via the Internet.
• Postage and printing costs savings average $46,939 per
year over a five year project lifecycle.
• This cost savings does not include staff time savings.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Business/Technology Integration
• Eighty-two percent of CIOs surveyed said
aligning business with IT is their number one
activity (State of the CIO 2008, www.cio.com,
Kim Nash).
• Is this the right priority
or strategy?
CLEAR 2008 Annual Conference
Anchorage, Alaska
Business/Technology Integration
• The corollary to this measure:
Strong CIOs don’t
align technology
and business. They
work with their
peers. They guide,
educate, persuade,
debate, hear, help and decide with them. Together they
execute the business strategy.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Speaker Contact Information
Mike Whatley
Chief Information Officer
Colorado Department of Regulatory Agencies
1560 Broadway, Suite 1550
Denver, CO 80202
[email protected]
303.894.7884
CLEAR 2008 Annual Conference
Anchorage, Alaska
CLEAR 2008 Annual Conference
Managing Administrative
Processes to Ensure
Regulatory Excellence
Organizing the Workforce
Patti Latsch
Director, Investigation and Inspection Office
Health Services Quality Assurance Division
Washington Department of Health
Anchorage, Alaska
Organizing the workforce to match
business responsibilities
• Washington’s Department of Health and affiliated
boards and commissions regulate 60+ health
professions and 6 types of facilities
• The Health Systems Quality Assurance Division was
organized according to the entity regulated, with 4
offices:
–
–
–
–
Health Professions Quality Assurance
Facilities Services & Licensing
Emergency Medical Systems and Trauma Services
Office of Rural and Community Health
CLEAR 2008 Annual Conference
Anchorage, Alaska
Identify the organization’s strategic
plan
• In 2007, the division developed a strategic
plan with the following goals:
– Improve people’s health.
– Enhance patient safety.
– Make every resource count.
– Have an exemplary workforce.
– Provide exceptional service.
CLEAR 2008 Annual Conference
Anchorage, Alaska
Identify the business
responsibilities
• Based on the
strategic plan, we
reviewed the
functions performed
across the division.
• We grouped like
functions together
• We solicited
organization structure
suggestions
1
CREDENTIALING (applications,
authorizations, etc.) -- Provider,
Profession, Agency, Facility and
Organizations
3
Establish new or retire professions and
facilities (sunrise/sunset)
4
Establish credentialing standards for
professions and facilities
5
Establish credentialing standards for EMS
and CON
6
Develop application materials for
professions and facilities
7
Develop application materials for Critical
Access Hospitals, Direct recruitment, Health
Systems Resource, J-1 Visa Waiver and
Loan Repayment Site Application
CLEAR 2008 Annual Conference
Anchorage, Alaska
Organize according to the business
responsibilities
CLEAR 2008 Annual Conference
Anchorage, Alaska
Speaker Contact Information
Patti Latsch
Director, Investigation and Inspection Office
Health Services Quality Assurance Division
Department of Health
(360) 236-4683
[email protected]
CLEAR 2008 Annual Conference
Anchorage, Alaska