Concurrent Learning Lab Series Schedule

Learning Lab Series I

Thursday, May 16

1:30 p.m. – 2:45 p.m.

ACO:What Your Facility Needs to Know

Pre-Encounter|Encounter

Lynn Arrington CHAM
Manager
Texas Health Resources
Arlington, Texas

Alyssa Corallo CHAM
Texas Health Resources
Arlington, Texas

Texas Health Resources recently partnered with North Texas Specialty Physicians to form a North Texas ACO. This session will explain how to prepare your facility for the ACO process, how to partner with Patient and Third-Party Payer to improve health, correctly Identifying ACO members by integrating them in the Registration pathways, and continuous Education patient's, Facility staff and Physician.

Are you "Leading the Way"? You Are Not a Leader if No One is Following You!

Pre-Encounter|Encounter|Future Development

Jeff Brossard BSHA, CHAM
Patient Access Director
Mercy Hospital Springfield
Springfield, Missouri

This session will explain the difference between leadership and managing, comparing and contrasting characteristics of effective leadership/non-effective leadership. Faculty will define/introduce "Servant Leadership" and the changing staff mentality from task oriented, process driven to results oriented and goal driven.

POS Collections: Changing the Culture at Oconee Medical Center

Future Development

Donna Smith BA
Director, Patient Financial Services
Oconee Medical Center
Seneca, SC

Gary Patterson BSP, MPA - Manager, Advisory Solutions
MedAssets

This session will describe the challenge facing Oconee Medical Center's efforts to collect in a recession economy and review recommendations for increasing collections and new opportunities. Faculty will illustrate collections training program, performance metrics and leadership follow-up activities while explaining the importance of increasing patient access staff knowledge of revenue cycle and understanding the role of point of service collections. The session will discuss successes, failures and lessons learned during the project and review project results and current status.

Do You Know Your Hospital's Hidden BENEFITS?

Pre-Encounter|Encounter

Michelle Fox, BSHSE, MBA, MHA, CHAM
Director Revenue Operations/Patient Access
Health First
Rockledge, FL

Herold Figareau, BSBA
Health First
Rockledge, FL

This session will explain that every patient has benefits. Learning what those benefits are can be the key to increased revenue, improved patient satisfaction, increased referrals, improved access management and stronger working relationships with clinical departments and community partners. Let these experienced professionals show you what MORE you can do for your patients.

Eligibility Verification - Advanced Techniques to reduce denials and improve flow

Pre-Encounter|Encounter

Debbie Kirby
Project Manager
DCS Global Systems, Inc
Plano, TX

This session will enable attendees to understand that minimum levels of Eligibility Verification - are no longer acceptable. Faculty will help develop a roadmap for using advanced techniques to reduce denials, increase POS collections, and create custom edits and rules to drive complex multi-insured/Medicare HMO accounts. Attendees will learn how to develop a reporting strategy to address various issues around Medicare HMO, self-pay/Medicaid, and more.

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Learning Lab Series II

Thursday, May 16

3:00 p.m. – 4:15 p.m.

Registration Quality Tools and Payment Estimators: Lessons Learned

Pre-Encounter|Encounter

Katherine Murphy, B.A., CHAM
Vice President Revenue Cycle Consulting
Passport Health Communications, Inc
Franklin, Tennessee

Marcus Padgett, MBA
Senior Vice President Revenue Cycle Solutions
Passport Health Communications, Inc
Franklin, Tennessee

Jerry Thompson
Baptist Hospitals Southeast Texas/Beaumont Hospital
Director of Patient Access
Beaumont, Texas

Attendees of this session will discuss how 7+ years down the road of automated registration quality tools and patient liability estimators have produced valuable feedback and brought information and some unexpected results to light. You don't have to go at it alone in healthcare and you should learn what has been gleaned from experience. Who holds the silver bullet regarding managing these tools, the process and the information from start to finish? It is possible to pick the best targets, reach desired outcomes, increase reimbursement and boost collections. New perspectives will surface in this session as you go down the path of complexities and change continually introduced to the hospital revenue cycle.

Proud and Professional - High Performance Front End Patient Access Services

Future Development

Sandra Manley, Certified Medical Practice Executive
Director of Patient Access Services
Bassett Healthcare Network
Cooperstown, New York

This session will summarize the basic framework of HFMA's "Strategies for High Performance Revenue Cycle" as adapted for a front end, patient access services model. Faculty will apply the 6 competencies for high performing Patient Access Services and define the measures of success for high performance. The session will develop a model for staff performance monitoring and measurement and discuss steps for implementation of this model within their organizations.

Implementing and Sustaining a Competency Assessment based Career Ladder in Patient Access

Future Development

Bridgette Murray BSN MBA CHAM
Associate Director, Patient Access
UT MD Anderson Cancer Center
Houston, Texas

Connie Longuet MBA, MHA, CHAM
Director, Patient Access
UT MD Anderson Cancer Center
Houston, Texas

This session will explain the methodology of developing a competency assessment program. Faculty will define the steps to implement a competency assessment program, and attendees will discuss steps for sustaining a program in their facilities.

Best Practices in POS Collections

Pre-Encounter|Encounter

Jonthan Wiik MSHA and MBA
Chief Revenue Officer
Boulder Community Hospital
Boulder, CO

This session will focus on how to create a collections culture through developing workflows and accountability to the process. Attendees will learn how to measure and sustain POS collections, understand Market trends, and understand the tools and techniques used in POS collections.

Patient Identity Integrity in a Brave New World

Nancy Farrington CHAM, MBA
Main Line Health System
Broomall, PA

David Batchelor - LifeMedID

Michael Trader - M2SYS

Hear faculty describe the impact that the lack of patient identity integrity has on patients, physicians, regulatory compliance and the cost of healthcare. Faculty will then discuss the role of Patient Access leadership in monitoring and improving patient identification integrity and describe the latest identity solutions through smart card and biometric technology. Through the presentation of case studies, attendees will learn about successful use of smart cards and biometrics to improve patient identification.

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Learning Lab Series III

Friday, May 17
2:15 p.m. – 3:30 p.m.

From Where I Sit - A front-line perspective of the Patient Access pre-encounter process including Scheduing, Pre-Registration, and Financial Clearance

Pre-Encounter

Sandra Clay-Hillyard CHAM, MS Healthcare Management, BS Industrial Engineering / Operations Research
Director of Patient Access
Lowell General Hospital
Lowel, MA

Nicole Betty CHAA
Lowell General Hospital

This session will define a Call Center and a "Schedustar”, while evaluating the Pre-Service Model and outlining the Pre-Service Workflow. Faculty will identify touch points to successfully transition patients to their appointment.

Pre Service Financial Counseling -Taking cash collections to the next level

Pre-Encounter|Encounter

Katie Harwood CHAM
Manager, Patient Financial Services,Patient Access
University of Utah Healthcare
Salt Lake City, UT

James Carey

Adrienne Christiansen

This session will explain the importance of Pre Service cash collections performed by Financial Counseling for self-pay and patient responsibility after insurance. Faculty will address how to establish policy and procedure to support the function of cash collections and discuss the benefits to the organization and the patient. Attendees will learn the work flow that organizations follow to enable to collection of patient responsibility either before or at the time of service. The session will also discuss the future state of pre service or point of service collections.

Patient Access Education & Training

Pre-Encounter

Wendy Roach RDMS
Manager Patient Access & Central Scheduling
Advocate Good Shepherd Hospital
Barrington, Illinois

This session will discuss the foundation of Patient Access, explaining the importance of education while identifying and explaining training and educational ideas. Faculty will define the average attention span and illustrate how to retain it, while educating attendees on key factors that are important in developing training materials and proposing ways to enhance creativity.

11 Hospital System Saves Millions Implementing Custom, Automated Labor Management Solution

Pre-Encounter|Future Development

Kevin Schwedhelm MSN, RN
Chief Nurse Executive
Alegent Creighton Health
Omaha, NE

Larry Punteney
Solutions Consultant
Avantas
Omaha, NE

This session will help attendees create a strategic labor management strategy that implements industry proven best practices. Faculty will explain the link between scheduling accuracy, forecasting patient volumes and predictive analytics and how those key elements help reduce labor costs while improving patient care. Attendees will be able to identify the necessary components for implementing an enterprise scheduling system that ensures the appropriate resources are available to provide quality care.

Awakening the Sleeping Giant - How Technology will Elevate the Effectiveness and Visibility of Patient Access

Pre-Encounter|Encounter|Future Development

Paul Shorrosh MBA, MSW, CHAM, SE Regional Delegate for NAHAM
CEO & Founder
AccuReg Patient Access Solutions

This session will explain how Patient Access technologies are evolving to produce a higher rate of financially cleared, accurate, clean accounts to the billing department. Faculty will show how technology is changing the way Access employees work, learn and perform. Attendees will learn about new management tools being developed to help Access Managers promote best practices, measure performance and demonstrate value. The session will also show Key Performance Indicators (KPI's) being developed for Patient Access and how they correlate to Revenue Cycle KPI's.

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Learning Lab Series IV

Friday, May 17
3:45 p.m. – 5:00 p.m.

Accomplishing Cultural Change within your Emergency Department: A Success Story

Pre-Encounter|Encounter

Jamey Levis CHAM, CPAT, CCT
Manager, Patient Access
Connecticut Children's Medical Center
Hartford, CT

This session will share the story of cultural changes made in the Emergency Department at Connecticut Children's Medical Center, and share successes and failures within the first year. Faculty will discuss the need for collaboration with clinical areas and provide advice to other Managers facing similar issues. The session will provide samples of QA and training tools used, and speak to overall success of implementation.

Two birds with one stone - Improving patient wait time and satisfaction at the same time

Pre-Encounter

Lance Mills BBA in Management
Regional Sales Manager
DCS Global Systems, Inc
Plano, TX

Attendees will learn how to measure and manage patient wait time during various phases of registration, and understand the wait time metrics and how to use them to address issues. Faculty will discuss the use of pagers to engage and keep track of patients, while using real-time intervention for patient issues around wait times and general dissatisfaction with process.

Unsolved Mysteries: Healthcare Reform and Consumers + Why are we so sick?

Pre-Encounter|Encounter|Future Development

Katherine Murphy B.A. Certified Healthcare Access Management
Vice President Revenue Cycle Consulting
Passport Health Communications, Inc
Frankjlin, Tennessee

Jennifer Lucas RN, MS Nursing
Instructor, Health Promotion
Loyola University
Chicago, IL

Attendees of this session will understand details of what healthcare reforms may bring to Providers. Faculty will evaluate the many choices consumers must make in the quake as healthcare costs rise and coverage decreases. The session will conclude how Patient Access may be affected by Insurance Exchanges and Quality Scores, and as reduction of Benefits and Life Style decisions factor in across this horizon, find answers to the question: Why Are We So Sick?

SWIM IN YOUR LANE: a staffing plan for access centers

Future Development

Elaine Purdy M. Ed and MBA
Access Manager
Vanderbilt University Medical Center
Franklin, TN

Bryce Sillyman M.H.A.
Vanderbilt University Medical Center

This session will explain the set-up of Access Center operations and the problems of staffing a call center. Faculty will assess staffing needs and optimize staffing to control costs, reduce errors and provide high grade of service. Attendees will learn how to analyze call volume and set parameters for meeting desired service level for the call center operations, while collecting and analyzing data to forecast staffing requirements. Attendees will also learn how to develop a staffing plan based on forecasted data.

Streamlining patient self-service using kiosks

Pre-Encounter

Amber Harris CHAM, BSBA
System Director, Patient Access Services
Integris Health
Oklahoma City, OK

This session will discuss how kiosks ease the patient check-in process, and attendees will learn of the various options available in kiosk technology (stand-alone, desktop, tablet, etc.). Faculty will identify the various locations and process steps that kiosks can be integrated into (lobby, bedside, etc) and attendees will be able to understand the implications of using kiosks to registration pathways and how to use the implementation of kiosks as a driver to re-engineer the patient check-in and registration process.

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Learning Lab Series V

Saturday, May 18
9:45 a.m. – 11:00 a.m.

Staff Accountability - How employee productivity & knowledge increase as a by product of patient access technology

Pre-Encounter|Encounter

Kelly Allen

Manager Patient Registration
Patient Access Manager
St. Joseph's/Candler
Savannah, GA

Ann Harte BS in Elementary Education
St. Joseph's/Candler

This session will teach attendees about Continuous Process Improvement (CPI) and how it can be enabled by patient access technology. Attendees will learn how to identify areas where training is needed using survey and assessment tools, and how to create a variety of assessment and test instruments to address improvement needs. Faculty will teach participants how to increase accountability by tracking results and pinpointing skill improvement areas, and how to implement a closed loop process improvement initiative to increase knowledge and accountability.

Patient Flow Management-6 Step Proven Methodology

Pre-Encounter|Encounter|Future Development

Anna Pappas BA, Liberal Arts
Solutions Director
Qmatic Corporation
Northbrook, Il.

This session will process map the entire Patient Flow Process, and help attendees understand the important of each step of the patient process from pre-arrival to end of service. Faculty will address the patient demographics of each step of the process and why they are important in achieving patient satisfaction in increasing press gainey scores. The session will help participants understand and apply patient demographics in choosing the right technology tools at the right time and place.

Bravely Addressing Disputed Claims

Future Development

John Woerly MSA, BS, CHAM, FHAM
Senior Manager
Accenture
Carmel, Indiana

This session will define Disputed Claims (Underpayments, Overpayments, Technical & Clinical Denials, RAC Audits, etc.) and examine leading practice mechanisms to identify, prevent, recover and report Disputed Claims. Faculty will review methods to set-up a successful program, including: conceptual design; organizational framework; technology enablers; and deployment strategy. Attendees will also learn other successful operational ideas from other participants in a group discussion.

Best Practices for Optimizing Patient Payment Processes

Pre-Encounter|Encounter

April York
Senior Director, Acute Patient Financial Services
Novant Health
Winston-Salem, NC

Steve Millhouse
Experian Healthcare

This session will analyze healthcare industry trends to make important revenue cycle decisions that impact your healthcare organization. Attendees will discover best practices for reducing return mail by verifying a patient's identity and correcting data discrepancies. Faculty will identify tactics, such as segmenting patient accounts, that optimize collection treatment strategies. Attendees will learn how to develop processes to assist in identifying patients eligible for financial assistance and classifying accounts as charity prior to transitioning them to bad debt.

Medicare Secondary Payer Questionnaire (MSPQ) Best Practices

Pre-Encounter

Melanie Wilson
Senior Director, Onsite Patient Access
Novant Health Systems
Winston-Salem, NC

Kevin Willis
Director, Medicare Operations
Claim Services Inc
Harrison, OH

This session will examine the effective use of MSPQ during the patient access process. Attendees will understand the implications of MSPQ requirements to the patient access experience, identify and apply the guidelines for when to use the MSPQ and learn how to integrate the MSPQ completion into the patient access prosess seamlessly. Attendees will also examine ways to identify and resolve patient accounts where MSPQ was not completed and understand the audit impact of MSPQ incompletions.