Earn contact hours and stay on top of all the latest in the field of patient access with NAHAM's upcoming series of Web Seminars!
If you are unable to attend at the listed times, these Web Seminars are available for download on demand at the NAHAM site following the actual live Web Seminars. Check the individual Web Seminars below for information on downloading these on demand Web Seminars. Please note that on demand Web Seminars are not interactive and do not give you the opportunity to ask questions in real time like a live Web Seminar.
Upcoming Web Seminars
Implementing a Centralized TransferCenter
Tuesday, September 14, 2010
12:00 PM - 1:00 PM EDT
Presented by Joy Avery, RN, MSN, CEN / Avanti Patient Flow Consultant
At the completion of this web seminar, the participant will be able to:
1.) Define the purpose of and what services are provided by a Transfer Center in healthcare organization
2.) Discuss a process design methodology and key strategies for successful development and implementation of a Transfer Center
3.) Understand the complexity of TransferCenter development and implementation
4.) Assess the need for a TransferCenter in his/her healthcare organization
After registering you will receive a confirmation email containing information about joining the Webinar.
Contact Hours: 1.0
Click Here to Register Today
Past Web Seminars
Available now for On-Demand Learning! Click the Web Seminar title for details and ordering information.
Past Web Seminars
First Impressions: A Successful (and measurable) Admissions Department Customer Service Program
Tuesday, June 22
How children's MercyHospitals and Clinics in Kansas City, MO set the expectation for staff to deliver exceptional customer service and implemented programs in a measurable way. Customer service became integrated in the daily culture as it was added as part of the annual staff evaluations, a full day customer service retreat was created as a mandatory component of department training and 50+ objective metrics were identified to put a "score" to someone's customer service delivery. Customer service delivery is an essential function for Access Personnel to carry out each day. Access Personnel are often the first face patients and families see when they begin their hospital visit and first impressions are invaluable. Often there is much emphasis on the technical and quantifiable of the Access Representative role and the communicative skills are not evaluated. This presentation will demonstrate that it is possible to affect customer service delivery style by setting clear expectations and providing tools for staff to make them successful.
1. Define customer service in an objective and meaningful manner and evaluate staff accordingly.
2. Educate their front line staff to what specifically is expected of them for customer service delivery
3. Implement programs to promote positive interpersonal communication and enhance the patient experience.
Contact Hours: 1.0
This Web Seminar will be available for On-Demand learning shortly; keep checking back!
May 1 - May 3, 2010
NAHAM Virtual Conference
The following sessions took place during the NAHAM 36th Annual Educational Conference & Exposition, and can be viewed on demand at your convenience.
Monday, May 3
Training...Once is Never Enough
Presenters:
- Deborah Brown, Education Coordinator, Medical UniversityHospital Authority
- Lisa Cooper, Manager, Medical UniversityHospital Authority
- Susan Pletcher, Director, Patient Access & Health Information Services, Medical UniversityHospital Authority
Education of the front line staff has a major impact on the revenue cycle. In the past, many of us used the "once and done" method where staff development ends with orientation. With the constantly changing health care and regulatory arenas, that does not work. Quarterly training and testing on the hot topics like MSP, Red Flag, Fraud, Duplicate MRN's, Customer Service are just a few items that make a major impact on our bottom line. Conducting continuing education improves staff confidence, error ratios and gives them the opportunity to give feed back on what they want to review in order to perform their position to the fullest. There was measurable improvement. Incorporating objective quality measures into the annual employee evaluation thru test results from quarterly inservices and performance audits; the employee can better predict and control the performance evaluation process.
Contact Hours: 1.0
To order this Web Seminar now and view at your convenience, click here.
Sunday, May 2
Key Ingredients for Employee Retention in Patient Access
Presenter:
- Katie Davis, Director, Corporate Patient Access, Carolina's HealthCare System
Patient Access Departments across the country struggle to retain staff. This presentation will share the process of the Corporate Patient Access Management Team at Carolinas HealthCare System have developed to reduce turnover, increase employee satisfaction, and retain employees. This presentation describes the recruiting process and partnership with Human Resources as well as the skills testing that is completed on all applicants that are interviewed. We will then look at our new hire training process and annual Patient Access mandatory training modules. We will explore the the Incentive Opportunities we use: telecommuting, incentive program, and the career ladder. I will end with information on our Leadership and Development Program (LEAD).
Leveraging Self-Service Kiosks for a Streamlined Patient Experience
Presenters:
- Jane Gray, CPA, FACHE, FHFMA, AVP, Revenue Cycle, The Medical Center of Central Georgia
- Kim Whitley, RN, Director, Patient Access, The Medical Center of Central Georgia
Discovering how a 603-bed hospital reduced forms expenses by 20%, minimized staffing needs and improved patient satisfaction by introducing a paperless patient registration process using self-service kiosks. Participants will learn strategies for securing adoption among end users and staff and evaluate the results MCCG has experienced to date, including: Decreased registration time, kiosks allow multiple patients to check-in simultaneously saving an average of 15-20 minutes per registration. Reduce costs. MCCG reduced form related expenses by 20% and reduced staffing needs. Enhance data quality-eliminated staff re-entry of data and minimized errors. Improved patient satisfaction. Self-service has resulted in shorter lines and reduced wait times, 99% of patient rate the kiosks as "easy to flow through."
Contact Hours: 1.0
To order this Web Seminar now and view at your convenience, click here.
March 16, 2010
Patient Access Impact on the Revenue Cycle & the “U” in Customer Service
Presenter:
- Lorraine Schnelle, CPA, BridgeFront
This session is designed for patient access staff and management. We will visit UtopiaHospital where the revenue cycle runs like clockwork—the money rolls in! But, what happens when the clock stops running smoothly—point of service collections decrease, incorrect payer information & coordination of benefit assignment increase, and more? We will explore this and discuss customer service competency and what it takes to be an exceptional customer advocate.
Contact Hours: 1.0
To order this Web Seminar now and view at your convenience, click here.
February 9, 2010
3rd Party Payer Reimbursement, Key Performance Indicators, Eliminating the Expectations
Presenter:
- Lorraine Schnelle, CPA, BridgeFront
This session is designed for patient access staff and management. As we travel along the Revenue Cycle Interstate, there will be various points where a “toll” must be paid—if we don’t have our Revenue Cycle Pass Card in full view. We will discuss there potential revenue cycle delays and how they can be avoided. In addition, we will gain a better understanding of the complexity of reimbursement and its impact on the hospital’s financial success.
Contact Hours: 1.0
To order this Web Seminar now and view at your convenience, click here.
January 19, 2010
Registration’s Link to the UB-04 & The Life of a Bill
Presenter:
- Lorraine Schnelle, CPA, BridgeFront
This session is designed for patient access staff and management. We will explore the life of a bill-creation to adjudication. We will dissect a UB-04, explaining the four main sections of the claim form. The information obtained during the patient intake process will be linked to specific form locators on the UB-04.
Contact Hours: 1.0
Did you miss this Web Seminar? We will have it available on-demand shortly.
December 7, 2009
Improved Registration and POS Collections in the ED
Presenters:
- Scott Davis and Michele Sutherland, Baptist Leadership Group
Budgeted versus actual performance review of our QMP process to improve ED registration, via implementation of a best-practice QMP process, and related focus on increasing POS collections, patient communication, service and community relations. Additionally, review of our QMP process, and other related tools/tactics for patient management, emergent versus non-emergent flow and POS collections are some of the learning objectives demonstrated.
Contact Hours: 1.0
Did you miss this Web Seminar? We will have it available on-demand shortly.
November 16, 2009
Improved Registration and POS Collections in Outpatient Services
Scott Davis and Michele Sutherland, Baptist Leadership Group
Improve the registration process via increase in POS collections and concurrent focus on maintaining service (patient satisfaction levels). Specific tools and tactics that were deployed, including staff training, key project focus areas and process improvement. We will cover the challenges, goals and from a budgeted perspective versus actual performance.
Contact Hours: 1.0
Did you miss this Web Seminar? We will have it available on-demand shortly.
Co-Hosted Web Seminars
Tuesday, August 3 at 12 p.m. Eastern
Get Connected: Integrate Disparate Revenue Processes
Brought to you by NAHAM and The White Stone Group
Join NAHAM and The White Stone Group Tuesday, August 3, 2010 at 12:00pm Eastern/9:00am Pacific for a free Web Seminar titled Get Connected: Integrate Disparate Revenue Processes. Presented by Ken R. Cassell.
Participants can earn one contact hour towards CHAA or CHAM certification. Details regarding obtaining and documenting this contact hour will be distributed via email by Monday August 9.
Web Seminar Information:
This session will present the concept of a communication management system to integrate disparate revenue processes. Attendees will hear strategies to document and centralize key revenue cycle activities forimproved outcomes in efficiency, compliance and reimbursement.
Thursday, July 15, 2010
April 15, 2010
How do You Rate? Benchmarks for Patient Access: Tools, Tips, and Data
- Presented by Mike Friedberg of Apollo Health Street
Hosted by NAHAM and SCI Solutions
Is your Patient Access Department competitive in today’s complex healthcare environment? Do you know how your hospital rates against the competition? Are you doing things smarter, faster and cheaper than the hospital down the street or in the next town?
Join NAHAM and SCI Solutions on Thursday, April 15 for the FREE Web Seminar to hear Michael Freidberg, Associate Vice President, from Apollo Health Street, discuss: How Do You Rate? Benchmarks for Patient Access: Tool, Tips, and Data. Learn how your organization may improve the overall efficiency of your Patient Access Department to include: increased speed of cash collections, reduced cost to collect payments, enhancing your quality assurance process and improving standards.
If you missed the seminar, you can still access it on the SCI Solutions site by visiting:
www.scisolutions.com
January 14, 2010
Building a PatientAccessService- Opportunities and ObstaclesCenter
Hosted by NAHAM and SCI Solutions
Patient access is an important topic for todays healthcare consumer. There is little doubt that managing patient access is a vital first step toward unraveling a variety of patient service issues ranging from obtaining appointments to pre-registration to financial reimbursement to overall patient satisfaction. Join NAHAM and SCI Solutions on Thursday, January 14, 2010 at 2:00pm EST/11:00am PST for a FREE webinar titled Building a PatientAccessServiceCenter - Opportunities and Obstacles.
Participants will: learn strategies to identify the preliminary work that needs to be done organizationally before introducing this concept; understand the level of clinical/finance collaboration needed in order to be successful; understand opportunities to better serve patients and physicians through improved technology; prepare/Plan for potential barriers; and establish organizational Metrics that the organization can use to monitor progress.
If you missed the seminar, you can still access it on the SCI Solutions site by visiting: www.scisolutions.com
We hope you were also able to attend the NAHAM and SCI Solutions Web Seminar titled: Are you RACking your Brain over RAC Audits? Understanding the Importance of Patient Access in the RAC Process!
If you missed the seminar, you can still access it on the SCI Solutions site by visiting: www.scisolutions.com
General Information:
NAHAM's Web Seminars allow participants to not only listen in by phone, but also view a supplemental PowerPoint presentation via the web. In addition to a PowerPoint presentation, the content leader may also choose to provide sample documents and program applications, or ask questions and take polls of participants. This new web capability allows for endless possibilities for interaction of participants and sharing of information and is far better than just listening to a lecture on the telephone.
As these seminars take place through telephone and web conferences, we charge per location/phone line - not individual. You are more than welcome to gather colleagues and staff around a single phone and computer to listen and watch together or even broadcast to a larger group with a projection screen and speaker phone in a conference room if your technology allows. This is a terrific way to stretch your training budget. If you prefer staff to participate at their own personal workstations, each individual can still register and pay separately and use his or her own computer and telephone. Best of all – this technology allows an interactive educational seminar to be brought right into your hospital.
Key Reasons to Participate on a NAHAM Web Seminar:
- Receive the benefits of an exceptional learning opportunity with no travel time or expense.
- Have the flexibility to accommodate as many of your staff or colleagues as you can fit in your conference room.
- Engage in valuable group discussion among your staff during and after the program.
- Receive sample materials, product demonstrations, program applications, etc., during the presentation which can be shared with others in your workplace.
- Email questions about the presentation in real time to the session moderator.
- Earn one (1) contact hour towards CHAM or CHAA recertification.
Are you interested in presenting a future NAHAM Web Seminar? Apply to be a Content Leader!
