Transcript Perfecting the "Scheduling to Clearance Experience" by Luke Meert, Terri Lombardi and Norman Hartman

Perfecting the “Scheduling to
Clearance Experience”
What is the Ideal Process Flow?
March 18, 2016
SCHEDULING
CREATE A STREAMLINED SCHEDULING SYSTEM INCORPORATING EASE OF USE AND
PREMIER PATIENT (CUSTOMER) SERVICE
PATIENT
DOCTOR
PROVIDER
IMPROVE EASE
OF SCHEDULING
FLOW
OF INFORMATION
QUICK ARRIVAL
PROCESS
Patients want to feel valued
and informed during this
initial interaction
Doctor is kept informed of
real-time changes
Patient and doctor process
has streamlined arrival.
• Daily email for preauthorization
• Access to online scheduling
• Dedicated physician line
• Auto relay of information
• Balance education
• Established STAT/add-on
guidelines
• Centralized scheduling
• Kiosks
•
•
•
•
2
Online orders
Phone tree
Call back feature
Financial prep
Confidential and proprietary. Do not distribute.
VERIFICATION
ENSURE VERACITY OF INFORMATION FOR A SMOOTH VISIT
PATIENT
DOCTOR
PROVIDER
CONSOLIDATE
COMMUNICATION
ACCURATE
REPORTING
Getting it right the first time
Doctor is provided with
accurate and timely
information
PROCESS TO
VERIFY PATIENT
INFORMATION
• Verify information
• Repeating info back to
patient to confirm
• Limit call backs
• One call for all needs
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• Pre-verify information to
facilitate appointments
Goal is consistency
across the board
• RTE responses: readable,
timely & accurate
• Coverage discovery/selfpay checker
Confidential and proprietary. Do not distribute.
AUTHORIZATION
PROPER EDUCATION IS THE KEY TO A SUCCESSFUL AUTHORIZATION PROCESS
PATIENT
DOCTOR
PROVIDER
SERVICES MUST
BE AUTHORIZED
DETAILS ARE VITAL
CONSISTENCY
Procedure will establish
protocol and consistency
Doctor is kept informed of
what needs authorization
No one is scheduled
without authorization
• Limit cancellations
• Call from Beaumont re:
cancellation
• Clear communication
on process
Need to know:
• What requires authorization
• How long authorization will
take
• How to get it
• Authorization matches
procedure
• Established scheduling
guidelines to prevent
early morning urgent
calls
Confidential and proprietary. Do not distribute.
ESTIMATION/BALANCE EDUCATION
ACCURACY IS THE NAME OF THE GAME: GOOD DATA = GOOD EXPERIENCE
PATIENT
DOCTOR
PROVIDER
CONSISTENT AND
ACCURATE
INFORMATION
CONSISTENT AND
ACCURATE
INFORMATION
CONSISTENT AND
ACCURATE
ESTIMATION
• Prior acknowledgement
of deductible and outof-pocket costs
• Financial barriers faced
head on
• Accurate estimation of costs
• Deductible collections via
hospital
Patient needs to be able to
rely on accurate data:
no surprises.
5
The collection culture is
supported by the entire
health system.
• Hospital collects
deductibles
• Educated patients
• Clinical supports
collection process
Confidential and proprietary. Do not distribute.
REGISTRATION/CHECK IN
IT IS IMPERATIVE THIS IN-PERSON INTERACTION MAKE ALL PARTIES FEEL VALUABLE
PATIENT
DOCTOR/
CLINICIAN
PROVIDER
LIMIT WAIT TIME
NOTIFICATION OF
PATIENT CHECK-IN
CONSISTENCY
Doctor is kept informed of
real-time changes and
current wait times
Departments are
accountable for their
role in registration
Patients want to feel their
time is valuable
•
•
•
•
6
Accurate wait time
Patient is kept informed
Self check-in
“Wayfinding” app to
guide patients in facility
• Ensure communication of
patient flow throughout the
department
• Doctor is made aware of
wait time
• Kiosk / self check-in
• “Greeter” function in
Epic
• Patient transportation
between departments
Confidential and proprietary. Do not distribute.
OUR APPROACH TO SUSTAINABILITY
06
CONSTANT REVIEW OF YOUR CORE PROCESSES
Real Analytics
01
Transform your data into
sustainable operational
improvements
Performance Management
05 Build a culture of accountability and
high performance standards that leads
to sustainable results
04 Technology Optimization
Maximize the effectiveness of your
significant IT investment by matching
your processes
SUSTAINABLE
IMPROVEMENT
We help you build a
structure and culture to
maintain world class
performance
Next Level Clarity
Identify and quantify true revenue
and efficiency opportunities
Boots on the Ground
02 Put enough experienced
resources on the project to help
implement initiatives and drive
performance
Process Re-engineering
03 Improve departmental efficiency by
employing proven standard operating
procedures
Confidential and proprietary. Do not distribute.
QUESTIONS
THANK YOU
Please contact us with any further questions
Luke Meert – Corporate Director Beaumont - [email protected]
Terri Lombardi – Manager, Pre-Arrival – [email protected]
Norman Hartman – Director, HealthRise Solutions – [email protected]
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Confidential and proprietary. Do not distribute.