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2014 Conference Learning Labs
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Concurrent Learning Lab Series

Forty years of growth and experience has given us a wide array of issues and ideas to discuss. This year, you can select from 25 separate learning labs (educational workshop sessions) on a wide variety of timely topics ranging from the impact of the Affordable Care Act, quality measures, and ICD-10 to Medicare Secondary Payer, point of service collections, patient identification, and more. The presentations are all free of commercial bias and are monitored to assure compliance.

TENTATIVE SCHEDULE as of 1/29/2014: Sessions and speakers subject to change






 
Click here to download Learning Lab Presentations 

Learning Lab Series 1
Wednesday, May 14
1:30 p.m. – 2:45 p.m.

Ready for the Future: Leveraging Infrastructure to Deploy a Successful Preventable Readmissions Management and Reduction Strategy

Presenters:

Scott Faulkenberry Bachelor of Science
Director of McLeod Health Reservations and Schedul
McLeod Health
Florence, SC

Learning Lab Description:

Patient engagement is the key to managing and reducing preventable hospital readmissions. Learn how McLeod Health, a five hospital system in Florence, SC, proactively leveraged a rules-based ordering and scheduling platform to achieve significant reduction in preventable AMI readmissions, avoiding costly CMS penalties related to excessive readmissions. Hear how McLeod Health created process improvement strategies in discharge management that extended well beyond just managing excessive CMS readmissions but to all discharge cases. Learn how McLeod now uses these rules-based tools to track and monitor all of their discharge cases for the purpose of reducing readmissions, increasing patient satisfaction and heightening awareness of post- discharge problems that lead to early intervention.

At this session, you will learn practical strategies, including: o Implement streamlined strategies that optimize discharge and post-discharge processes to better manage and reduce preventable readmissions by electronically coordinating discharge/post-discharge orders, instructions and referrals o Develop a customized post-discharge workflow strategy by patient condition that improves patient compliance o Design robust reporting and analytics function that allows hospitals to track and manage full continuum of post-discharge care o Improve patient satisfaction, client service, departmental productivity, and overall employee satisfaction

Relation to Access Model: Future Development
Areas of Focus: Future Trends|Quality|Process Improvement|Special Interest

Experience Level: Intermediate

Operationalizing New Transparency Expectations and Requirments - The New Normal

Presenters:

Katherine Murphy B.A., CHAM
VP Revenue Cycle Consulting
Passport Health Communications
Oakbrook Terrace, Illinois

Lisa Killam
Patient Access/Revenue Integrity Manager
St Joseph Hospital
Bangor, Maine

Learning Lab Description:

Communicating pricing transparency is a complex process requiring an understanding of physician, clinical, hospital and financial information as well as regulatory requirements. It’s not for the timid - yet certainly attainable. Transparency can be connected throughout the care continuum with the right tools, policies, procedures and people. Patient settings vary â€" Emergency Room, walk-in, phone, Web, office, etc. Each has nuances and you cannot go it alone. Learn how to make what seems impossible at times, reality.

Relation to Access Model: Pre-Encounter|Encounter
Areas of Focus: Revenue Cycle|Managing Employees|Customer Service|Regulatory Issues|Process Improvement

Experience Level: Intermediate

"Winning the Talent War in Patient Access......promoting growth and satisfaction through career path opportunities"

Presenters:

L. Allen Perry MBA, FACHE, FHFMA
System Director, Patient Access-JCL
Scottsdale Lincoln Health Network
Phoenix, AZ

Jennifer Coleman, CHAM
Manager, Admitting
JCL-North Mountain Hospital

Ginger Beard, CHAM
System Manager, Pre-Financial Services-JCL
Scottsdale Lincoln Health Network

Sarah Pina, CHAM
Manager, Admitting
JCL-Deer Valley Hospital

Learning Lab Description:

What can you do after the sourcing and selection is over to keep great people on your Patient Access Team? Most employee satisfaction surveys indicate that aside from the relationship with the direct supervisor, work variety, personal growth, and opportunities to advance meet key staff workplace expectations. Too often Patient Access staff percieve little opportunity for long term tenure in the department. Those perceptions can be radically altered.

Relation to Access Model: Future Development
Areas of Focus: Developing Career Ladders
Experience Level: Advanced

ICD-10: Keeping Track of the Moving Target

Presenters:

John Woerly BS, MSA, RHIA, CHAM, FHAM
Senior Principal
Accenture
Carmel, IN

Learning Lab Description:

In January 2009, the U.S. Department of Health and Human Services (HHS) finalized regulations to make modifications to medical data code set standards to adopt ICD-10-CM and ICD-10-PCS (Rule: CMS-0013-F). There will be Significant changes to the structure, format and number of codes available to allow for more specificity. The Impact reaches most portions of Provider business as well as Payors and other Health Care entities.

Relation to Access Model: Future Development
Areas of Focus: Revenue Cycle|Regulatory Issues|Future Trends
Experience Level: Intermediate

Patient Experience: The Patient's perception of our world

Presenters:

Lilibeth Santiago
Patient Service Manager
Lowell General Hospital
Lowell, MA

Anabella Silva
Lowell General Hospital

Carol McGowan, CHAA
Lowell General Hospital

Learning Lab Description:

Because a patient's perspective can affect our mission of 'Patient's First and Everything We Do' we want to explore the patient's emotions from the moment they leave the physician's office to the end of their treatment. In analyzing the touchpoints of a patient's journey through the healthcare system we are creating solutions to the challenges and opportunities related to the patient experience.

Relation to Access Model: Pre-Encounter|Encounter|Future Development
Areas of Focus: Revenue Cycle|Customer Service|Quality
Experience Level: Beginner


Learning Lab Series 2
Wednesday, May 14
3:00 p.m. – 4:15 p.m.

Canadian Healthcare the American Way: A tale of culture change.

Presented By:

Kimberley Polowick
Business Management Manager
Alberta Health Services
Edmonton, Alberta

Ping Mason-Lai
Business Management
Alberta Health Services

Learning Lab Description:

This Learning Lab details how one Canadian healthcare management team was able to implement a practice from the American health system as a quality improvement initiative and how that practice was a catalyst for culture change in a large ($11B) provincial healthcare organization. The impact on patients and staff was measured and reported. The learnings are applicable in all areas of the Patient Access Model. The value of connections, leadership, and collaboration is profiled.

Relation to Access Model: Pre-Encounter|Encounter|Future Development
Areas of Focus: Managing Employees|Customer Service|Quality|Leadership|Process Improvement
Experience Level: Intermediate

Successful deployment of Kiosks with biometrics in all Registration points including ED.

Presented By:

Lynda Gorken
VP of Finance
Baycare Health System
Oldsmar, FL

Starr Light
Baycare Health System
Oldsmar, FL

Learning Lab Description:

Learn Baycare Health System has successfully deployed biometric kiosks to successfully identify patients and provide a positive patient experience. Also, learn about our successful deployment of kiosks in the ED.

Relation to Access Model: Encounter
Areas of Focus: Revenue Cycle|Customer Service|Future Trends|Process Improvement|Special Interest
Experience Level: Beginner

Medicare Secondary Payer: Hurdles and Solutions

Presented By:

Kevin Willis
Director Medicare Operations
Claim Services Inc
Harrison, OH

Learning Lab Description:

Put in plain words the Medicare Regulations as they apply to various aspects of Medicare Secondary Payer. Examine compliance violations that plague all health care providers surrounding the completion of a Medicare Questionnaire. Streamline the Medicare registration process in order best capture all needed information while also improving upon the speed in which Medicare patients are registered. Learn to promote customer satisfaction within all patient access areas responsible for registering Medicare patients.

Relation to Access Model: Encounter
Areas of Focus: Revenue Cycle
Experience Level: Intermediate

Embracing Rebellion: Engaging your Workforce through Effective Communication

Presented By:

Steven Anderson Ph.D. MBA.
President and Senior Consultant
Integrated Leadership Systems LLC.
Westerville, Ohio

Learning Lab Description:

According to research, engaged employees are far more productive than disengaged ones. Yet, many managers struggle to get their employees engaged, often blaming the employees for this problem. The problem most leaders have is overcoming resistance from their employees, enroute to getting them engaged. In this interactive presentation, Dr. Anderson will reveal the secrets described in his book, Embracing Rebellion, about how to get your workforce engaged to propel your organization to the top of your industry. According to Dr. Anderson, who has consulted with numerous companies all over the United States, instead of trying to overcome resistance, leaders need to embrace resistance and work with it in order to achieve extraordinary results. Audience members will be delighted, entertained and informed by Dr. Anderson's message and the passionate way in which he delivers it.

Relation to Access Model: Future Development
Areas of Focus: Leadership
Experience Level: Beginner


Learning Lab Series 3
Thursday, May 15
11:15 1.m. – 12:30 p.m.

Capacity Management - Engaging providers in a centralized scheduling model

Presenters:

Stacy Calvaruso, CHAM
AVP Patient Access
Ochsner Health System
New Orleans, Louisiana

Learning Lab Description:

Look at how you can assist your organization with expanding their schedules to improve access to services for patients by focusing on Capacity Management techniques such as auto release of blocks, focusing on available appointment time slots versus the limitations surrounding appointment types as well as how to properly engage the schegistrars for improved customer service.

Relation to Access Model: Pre-Encounter|Encounter|Future Development
Areas of Focus: Revenue Cycle|Managing Employees|Customer Service|Future Trends|Quality|Process Improvement
Experience Level: Intermediate

Access of the Future

Presenters:

Karen Shaffer-Platt Please See Bio
Vice President Revenue Cycle/Access
UPMC
Pittsburgh, PA

Diane Zilko
Senior Director Patient Access
UPMC

Georgina Trunzo
UPMC

Learning Lab Description:

We will be discussing Access of the future. UPMC conducted a revamp of the current access models within the Hospital and Physician divisions to be ready for Access of tomorrow. The change was necessary for a more patient centric revenue cycle. We will discuss how we streamlined the point of service and contact center operations to allow for timely and appropriate access. To accomplish this we evaluated all the work being done and developed standardized and simplified workflows. We will highlight some of the technology utilized to complete the optimization. One piece of technology we will highlight is the decision support tool utilized by the Contact Center to allow cross training of scheduling agents' Epic Questionnaires. This tool enables scheduling agents to schedule for 20+ diverse sub specialties (Orthopedic, ENT, Neurosurgery, Dermatology, etc.) We will discuss our 72 hour initiative: all new patients seen within 72 hrs.

The access model at UPMC stresses a positive patient experience. We will talk about how UPMC is changing its Point of Service (POS) model to allow for value based care and moving away from the transactional model. Some topics that will be covered are post appointment and discharge planning transition of care. This is accomplished by a proactive Discharge Planning program and onsite post appointment scheduling for all necessary follow-up appointments, labs, and testing a continuum of care plan. Both programs are very patient orientated and value services for the patients that transition across business units. We will discuss several wellness visit campaigns conducted with in the contact center and at the department level. At UPMC patient access proactively welcomes all new patients in the system to ease their anxiety and education them on what to expect. We will discuss this "Welcome" campaign. We will give examples of how we support the new operational model. We have an evidence based management approach.

Proactively, point of service departments, are giving report cards that measure department KPIs (copay's, Press Ganey scores, etc.) and operational KPIs down to the user level (check-ins by users, scheduled appointments by user, etc.). Quality assurance checks are done via randomly monitored phone calls and department site visits. This data is available monthly for all departments to see and the data is shared among peers. While supporting this model administrative costs are minimized with recruitment services. This department specializes in hiring, training, and placing all new POS employees. Recruitment Service runs a placement program with UPMC employees to help departments (both hospital and Physician divisions) to fill FMLA, Vacation days, unexpected high follow days, and minimal clinic days. The new operational model required sites to staff to true site volume not the heaviest volume days.

Relation to Access Model: Pre-Encounter
Areas of Focus: Leadership|Process Improvement
Experience Level: Advanced

Patient Access Education & Training

Presented By:

Wendy Roach RDMS, CHAM
Director Patient Access
Advocate Good Shepherd Hospital
Barrington, IL

Learning Lab Description:

Strategies to improve education and training with your Patient Access teams. One's creativity and imagination can go a long way. Take a look at some trends in education and walk away with some ideas for your team.

Relation to Access Model: Pre-Encounter
Areas of Focus: Process Improvement|Special Interest
Experience Level: Beginner

From Good to Great: Optimizing the Front-End Revenue Cycle Experienceâ

Presented By:

Mary Godwin 
Corporate Manager, PASS at Baptist Health Care
Baptist Health Care
Pensacola, FL

Shanna Bradford
PASS Systems Support Coordinator
Baptist Health Care

Learning Lab Description:

Centralizing call centers don't need to send shockwaves through revenue cycle teams or patient access departments. But you need to follow a few simple guidelines to achieve the type of success that your patients, physicians and executives expect to generate. Learn how Baptist Pensacola Health System -- a seven hospital nonprofit serving the Gulf Coast of Florida-- successfully deployed an off-campus centralized Call Center that resulted in increased revenue, improved volumes of outpatient procedures and improved patient and physician satisfaction within the first seven months of deployment. This session will provide six best-practice strategies that will demonstrate how Baptist realized high return on investment with compelling statistics and strategies: • Success steps used by Baptist Health Care when they rolled out an off-campus centralized scheduling call center that now averages 9,000 scheduled appointments/month; Achieved widespread adoption by owned physicians and community physician referrals in their Baptist Medical Group growing to an average of 7,500 orders/per month. Interfaced successfully with a bi-directional HL7 ADT and account creation HL-7 interface with McKesson; Achieved reduction in denials with revenue cycle verifications including account management, medical necessity checking and eligibility checking generating more than $602,000 in additional revenue within first seven months following implementation; • Improved scheduling staff productivity by more than 17.5% following implementation. Increased scheduled outpatient procedures by more than 7% using ordering functionality. Generated more than $602,000 in additional revenue with first seven months following implementation.

Relation to Access Model: Pre-Encounter
Areas of Focus: Revenue Cycle|Process Improvement
Experience Level: Beginner

The New "Gold Standard" in PASCs and RSCs: Best Practices for Centralizing Operations that Improves Revenue Cycle and Creates a Legendary Patient Experience"

Presented By:

Michelle Fox
Director Revenue Operations, Patient Access
Health First, Inc.
Melbourne, FL

Emily Jones
Health Management Associates, Inc. (HMA)

Shana Tate
Senior Director of Patient Finance
Mountain States Health Alliance (MSHA)

Learning Lab Description:

As today's rapidly changing healthcare industry moves from volume-based to a risk-based reimbursement model, health system executives are looking for high impact ways to drive outpatient volumes and revenues. Implementing a centralized scheduling function that proactively schedules procedures and resources across the entirety of a provider network " regardless of size or locations " is one innovative way many health systems are realizing this trajectory in their outpatient growth while creating a legendary patient experience. During this session, you'll learn how to: Increase patient and physician satisfaction and efficiency with a "one call for all" approach by scheduling appointments and resources across the entirety of your provider network; Improve point-of-service collections and decrease denials by enabling revenue cycle tools early in scheduling and pre-registration process; Create "gold standard" patient-centric resource scheduling using embedded expert rules-engine to create ideal workflows; Develop an effective implementation and rollout strategy that empowers team members and creates excitement within your organization; Reduce gaps in care and prevent network leakage by implementing a system-wide centralized scheduling, call center, RSC or PASC

Relation to Access Model: Pre-Encounter
Areas of Focus: Revenue Cycle|Customer Service|Future Trends
Experience Level: Intermediate


Learning Lab Series 4

Thursday, May 15
3:00 p.m. – 4:15 p.m.

Compassionate Collections: 3 patient-centered strategies for revenue cycle improvement

Presenters:

Wendi Cardwell Bennett
Assistant Director Patient Finance
Novant Health

Learning Lab Description:

Most hospitals are known for compassionate care, not compassionate collections. Yet, to navigate reimbursement changes and growing bad debt, organizations must expand their caring attitude from the bedside to patient access and billing. By leveraging key financial data, organizations can ensure that compassion and collections go hand-in-hand. Learn how Novant Health applied three patient-centered strategies using data and analytics to improve staff efficiencies, revenue opportunities and patient satisfaction.

Relation to Access Model: Encounter
Areas of Focus: Revenue Cycle|Customer Service|Future Trends|Process Improvement
Experience Level: Intermediate

Surviving ACA Open Enrollment – Round 1

Presenters:

Shauna Wardrop
Director: Client Relations
Cardon Outreach

Glen Boles
Chief Financial Officer
CHRISTUS St. Michael Health System

Learning Lab Description:

Sharing how a large healthcare system handled the ACA open enrollment and the affects it had on all aspects of the Revenue Cycle

Relation to Access Model: Future Development
Areas of Focus: |Regulatory Issues|Future Trends|Process Improvement
Experience Level: Intermediate

Patient Access: Best Practices and Standards for Patient Authentication

Presented By:

David Batchelor
Vice Chair, Smart Card Alliance Health and Human Services Council and CEO, LifeMed ID

Morgan Richard
Smart Card Alliance Health and Human Services Council, XTec

John Stoy
CIO at Mid Coast Hospital

Roderick Bell
CIO, Resolute, an Innovation Center for Vanguard Health

Learning Lab Description:

Healthcare providers are facing a big identity challenge: how do they correctly identify and authenticate patients, and then correctly match patient records to procedures and care? Today, there are no standardized processes and many providers are using ineffective techniques, creating duplicate records and misidentifying patients ; even patients whose identity was correctly verified during admission can still be misidentified later in their stay. This fundamental identity problem leads to inefficient performance and quality of care and can jeopardize the safety and lives of patients. In this panel from the Smart Card Alliance Health and Human Services Council, experts and end-users will identify the challenges that healthcare providers face today, and detail standards, best practices and case studies for enrolling and authenticating patients in a hospital setting and ways to carry that correct identity through the patient's entire stay, including correctly matching record to procedure.

Relation to Access Model: Encounter
Areas of Focus: Customer Service|Future Trends|Process Improvement
Experience Level: Intermediate

Patient ID Along the Care Continuum – The Benefits of Using Biometrics for Safety

Presenters:

John Trader BA, MBA
Director of Communications
M2SYS Healthcare Solutions
Atlanta, GA

Michael Trader, BA, MBA
M2SYS Technology

Learning Lab Description:

Patient misidentification, medical identity theft, fraud, and duplicate medical records continue to plague the healthcare industry as many providers seek modern technologies to ensure identification accuracy as a means to eliminate these pressing issues. Learn through a real case study how iris biometric technology has helped Novant Health address these problems and hear an update on how the technology is working.

Relation to Access Model: Encounter
Areas of Focus: Revenue Cycle, Future Trends, Process Improvement
Experience Level: Beginner

"Everyone wins in this three - legged race - Physicians, Patients, and Staff"

Presenters:

Lance Mills
Regional Sales Manager
DCS GLOBAL SYSTEMS INC
PLANO, Texas

Jennifer Tidmore
DCS

Learning Lab Description:

1. Bridging the gap between healthcare delivery and patients' expectations. 2. Demonstrate how technology can build relationships with patients, physicians, and staff. 3. Show advantages of using Physician and Patient portals - ease of use, control of service, improved communications, and completion of the revenue cycle.

Relation to Access Model: Encounter
Areas of Focus: Managing Employees|Customer Service|Quality|Process Improvement
Experience Level: Advanced


Learning Lab Series 5
Friday, May 16
9:45 a.m. – 11:00 a.m.

A Succession Story: How We Built a Ladder for Rising Stars

Presenters:

Ashley Howard MSOD, BA of Spanish & Psychology
Admissions Manager
Children's Mercy Hospitals & Clinics
Kansas City, Missouri

Heather Sloan, MSOD, BA of Spanish & Psychology
Children's Mercy Hospitals & Clinics

Melissa Surlea
Children's Mercy Hospitals & Clinics

Learning Lab Description:

Learn how a four-day retreat series was successfully developed for Access Representatives seeking professional advancement. Hear from course creators on how they overcame the challenges of developing relevant course material and narrowing participants to a select, elite few: details of each day of the retreat series will be outlined. Seminar attendees will experience how this series enhanced valuable communication between management and staff regarding future professional opportunities.

Relation to Access Model: Future Development
Areas of Focus: Managing Employees|Leadership|Developing Career Ladders
Experience Level: Intermediate

Your Number Three Payer Is About To Be Your Worst Nightmare

Presented By:

Sheila Schweitzer
Chief Executive Officer
PatientMatters, LLC.
Orlando, Florida

Learning Lab Description:

Healthcare is seeing unprecedented change. Pressures from all angles have seen a direct impact of increased bad debt and lower collections for patient receivables. Key topics of discussion include: •Reviewing key required components of reducing bad debt and increasing patient pay collections up front. To achieve optimum patient payment on the front end what solutions must you employ to ensure desired outcomes. •Your bad debt is your becoming your budget inhibitor. Learn how to reduce this trend. •Discuss the challenges and opportunities with the new Exchanges. •Best Practices Overview for Patient Pay. The patient is now a consumer.

Relation to Access Model: Pre-Encounter
Areas of Focus: Revenue Cycle|Future Trends
Experience Level: Intermediate

Preparing for the Future: UPMC's Patient Financial Advocacy Program

Presenters:

April Langford Undergraduate, MBA
Vice President, Finance
UPMC
Pittsburgh, PA

Karen Shaffer-Platt, MBA
UPMC

Anna Hilliard
UPMC

Learning Lab Description:

UPMC has taken a proactive approach to ensure communication lines are open and that education is given to our patients regarding their financial responsibility through an integrated Revenue Cycle model. UPMC’s Patient Financial Advocacy Program enables patients and caregivers access to financial services, including payment options and financial counseling, throughout the entire continuum of care.

Relation to Access Model: Pre-Encounter|Encounter|Future Development
Areas of Focus: Revenue Cycle|Customer Service|Future Trends
Experience Level: Advanced

Building Your Leadership Team in Challenging Times

Presented By:

Carmen Voelz BA - Finance, FHAM, FHFMA
Principal
Accordias Healthcare Services, LLC
Nashville, TN

Learning Lab Description:

Join your Patient Access colleagues as we discuss leading in challenging times…there’s got to be an easier way! Take this opportunity to connect with existing leaders and learn what makes some more successful. Understand the high cost of leadership turnover and explore keys to effective succession planning. We will share what is takes to be a strong leader as we come together to learn how to grow and empower the future leaders of Patient Access.

Relation to Access Model: Future Development
Areas of Focus: Revenue Cycle|Managing Employees|Leadership|Developing Career Ladders
Experience Level: Intermediate

 

The Future of Patient Access: Preparing for ICD-10 Regulatory Change

Presenters:

Mary Guarino Bachelor of Arts
Vice President of Product Management
Craneware, Inc.
Needham, Massachusetts

Brenda Gress, Bachelor of Arts
Southeastern Ohio Regional Medical Center

Learning Lab Description:

Patient access experts from Southeastern Ohio Medical Center and Craneware will discuss the evolving and increasingly complex role of the Patient Access Department, especially as the industry transitions to ICD-10. This presentation will provide an overview of regulations affecting medical necessity requirements and patient access, including shifts in the Affordable Care Act and expansion of Medicaid programs. Southeastern Ohio Medical Center will detail best practices for training "non-coders" and nursing teams to prepare for ICD-10.

Relation to Access Model: Pre-Encounter
Areas of Focus: Revenue Cycle|Regulatory Issues|Future Trends|Process Improvement
Experience Level: Intermediate

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