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Learning Lab Presentations
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Learning Lab Presentations


 
 

 

 

Learning Lab Series 1

Monday, April 20 | 1:15 pm – 2:30 pm

1,000 Sites with a Single-Voice Standardizing Excellence
Presented by Tracy Manfredo, Director, Corporate Revenue Cycle, Central Recruitment/Floater Pool Services

We will be discussing centralization and consolidation of a patient-centric revenue cycle across both hospital and physician divisions. This consolidation allows for a consistent patient experience across over 650 points -of-service and 200,000 monthly patient calls. UPMC has utilized technology to enhance patient experience and promote self-service. A centralized recruitment, training, and placement model along with support from both a central contact center and regional access leadership model has helped achieve this initiative.
**This is a Patient Experience Session**


Centralizing Pre-Arrival: Is One Call the Optimal Solution?

Presented by Krystl Peters, Director of Pre-Arrival, Community Health Systems

Learn best practices and insights from a pre-arrival team that has centralized 22 sites. Review lessons learned and hear why there isn't always agreement that one call is the best answer for pre-arrival.


On Your Mark! Get Set! Hello! Implementing a New Training Strategy with Patient Access
Presented by Stephanie Lunde, CHAA, Supervisor, Patient Access Services, Kootenai Health

How well is your staff prepared to welcome patients into your organization? Remember the scene in Jerry Maguire, where Renee Zellweger tells Tom Cruise, "You had me at hello"?  Does your staff have your patients at hello!? Hear what happened as we implemented our "You had me HELLO" Patient Access Training Program!


Family Financial Services – The Post Affordable Care Act Concierge Model of Financial Counseling

Presented by Laura Handy-Oldham, Director, Patient Access, Phoenix Children's Hospital

Even before the Affordable Care Act, patient out of pocket amounts were rising exponentially. Add to that high monthly premiums, even higher deductibles and Narrow Network plans and patients can often be surprised and astounded by what they will owe for their medical care. Being proactive, customer friendly and comprehensive in our approach with patients is critical to success. Learn how Phoenix Children's Hospital redefined its Financial Counseling function to provide top of the line customer service to its patients and families helping them to make informed choices when selecting their healthcare coverage and understanding the discount, payment and coverage options available to them, all the while preserving the organization's bottom line.

 

Learning Lab Series 2

Monday, April 20 | 4:15 pm – 5:30 pm

Implementation of an "At-Home" Remote Registration Program"
Presented by Julie Champayne, Regional Manager, Patient Access, CHE Trinity Health – West Michigan Mercy Health

The West Michigan Patient Access Leadership implemented a remote "At Home" program which increased the Colleague satisfaction and assisted in retaining our best talent. We will describe the steps to set up the program and monitor the productivity, quality and point of service collections. This program enabled the Colleagues to perform pre-registration, insurance verification, authorization/referral follow up, POS collections and contacting patient s to financially clear them for services.


Welcome to the Conveniency Room? Implementing Online Reservations in the ER

Presented by Emily Goldenberg, CHAM, Patient Access Manager, Halifax Health

Is it really an emergency if you can make a reservation? Doesn't it discriminate against low-income patients without internet access? Is it encouraging the misuse of the Emergency Department in place of Primary Care? Is it legal? Is it right? There is plenty of controversy surrounding the rising practice of Online Reservations for Emergency Department visits. Learn how a Level II Trauma Center implemented an Online Reservation system...and how they made it work.
**This is a Patient Experience Session**

Leading in a Lean Environment
Presented by Amanda Langston, CHAM, Director, Patient Access, Mercy

This course shows how Leading in a Lean Environment can transform coworker engagement, satisfaction and accountability through easy to apply Lean principles including: visual management boards, time spent in gemba and team huddles.


Smart Scheduling Prevents Network Leakage and Captures Outpatient Revenue

Presented by Colleen Comilla, Corporate Director of Pre-Service and Patient Access Mountain States Health Alliance

In this presentation by Mountain States Health Alliance, health systems will learn how to avoid network leakage, capture outpatient revenue and increase physician and patient satisfaction by improving operational efficiencies with automated scheduling solutions. The presenters will pull from hard data to share insights on how smart scheduling enables better coordination across the care continuum in multi-regional health systems.

 

Learning Lab Series 3

Tuesday, April 21 | 11:15 am – 12:30 pm

Super Star for Hire! New Access Models to Manage the Revenue Pathway & Patient Experience (The Dinosaur Must Go!)
Presented by Katherine Murphy, CHAM, Vice President, Revenue Cycle Consulting, Experian/Passport Health

Why hasn't the Patient Access model transformed more dramatically despite everything changing around us? Explore new expectations, opportunities, and regulatory issues affecting Access and how changing the model can produce positive ROI. Creating a new vision will include insurance enrollment, work from home models, flexible work schedules, e/mhealth automation and education needs that exceed previous requirements. The new access model is a paradigm shift that will include skill levels much different from existing candidates and it's an opportunity to bring standardization to a misunderstood job! This presentation also reveals how role changes must be coupled with an investment in automation to maximize patient satisfaction and revenue cycle opportunities as well as add value to clinical outcomes. Come explore new expectations with us and the Access models that can produce positive ROI.


Patient Engagement vs. Patient Education: What's the Difference?

Presented by Jamie Verkamp, Chief Speaking Officer, (e)Merge

Meaningful Use Stage 2 includes several measures which will require healthcare organizations to engage with their patients electronically. We will discuss how meeting the requirements in measures related to patient engagement does not necessarily mean that organizations are doing all that they can to educate and empower their patients. Engaging patients about the patient portal, direct messaging, clinical summaries, and more is just the first step. This talk will cover not only what to educate patients on, but how to educate them while striking a balance between an informed patient and a patient burdened by information overload.
**This is a Patient Experience Session**


This Conversation May Be Recorded for Quality Purposes

Presented by Patti Consolver, CHAA, CHAM, Senior Director of Patient Access, Texas Health Resources

As consumers, we have come to expect customer service calls to be recorded for quality purposes. This presentation will share why leading healthcare organizations are now following suit and incorporating recording and quality scoring throughout the revenue cycle. A panel of Patient Access innovators will share methods for monitoring and scoring patient encounters to improve patient experience. Attendees will hear outcomes and walk away with practical steps to standardize communication best practices among their teams.


Preparing for Tomorrow – An Access Leadership Development Program

Presented by Lisa Woods, CHAM, Manager of Access Operations, WellSpan Health

Hear a detailed journey of how WellSpan Health's Patient Access Department instituted an internal leadership development program to prepare for growth and succession in their rapidly growing Access departments. From conception and development to the inaugural program and its evolution over time, experience a detailed dissection of the various elements of the program, aimed at cultivating our leaders for tomorrow.

 

Learning Lab Series 4

Tuesday, April 21 | 3:00 pm – 4:15 pm

Utilizing Technology to Drive POS Collections & Patient Processing
Presented by Autumn Davis, CHAA, Manager, ED Patient Access/EDUC, Centra Health

This presentation will highlight the journey taken by a non-profit healthcare system to boost upfront collections to over 1.7% net revenue per year using a combination of online tools, education, and career ladders.


We Will Get Your Auth

Presented by Nakesha Muldrow, Manager, Hospital Access Operations, WellSpan Health

This presentation will show attendees how to use hospital insurance centers to obtain authorizations for physician offices in order to increase referrals and revenue.


Post-Secondary Education for Patient Access Services: Creating the Non-Accidental Profession

Presented by Nicole Fountain, CHAM, Director, Revenue Cycle, OSF Saint Anthony Medical Center

Patient Access professionals know the profession is as demanding as it is rewarding. It's time to let the rest of the healthcare industry in on the secret! Post-secondary educational programs prepare new recruits for challenges they will face at work and legitimize career choices. Learn how one organization is partnering with the community to create accredited, post high school educational programs for Patient Access Professionals to meet the needs of a burgeoning millennial employee population as well as the needs of the hospital.


Improving the Patient Financial Experience to Effectively Collect in a Consumer World

Presented by Suzanne Lestina, Vice President, Revenue Cycle Innovation, Avadyne Health

As the traditional world of employment and benefits transforms into a new reality, the healthcare industry is facing significant changes. Insurance companies are covering less and less of the total hospital bill, with patient out-of-pocket expenses increasing due to higher deductibles, coinsurance and co-pays. In addition, the complex issues of health reform are forcing healthcare systems to reduce costs while improving workflows and the patient experience. As payments continue to decline, hospitals should take a renewed interest in improving their self-pay processes, including developing comprehensive up front patient communications. With sound strategic planning, healthcare financial managers can improve financial outcomes while creating a positive patient experience. This session will help navigate health reforms complex issues and provide guidance on preparing for a more consumer focused revenue cycle.
**This is a Patient Experience Session**

 

Learning Lab Series 5: "Best Of" Series

Wednesday, April 22 | 9:45 am – 11:00 am

We have taken the highest-scored Learning Lab proposals and will be presenting the sessions a second time! If you didn't attend one of these sessions the first time they were presented, this is your opportunity to see what you missed!

Implementation of an "At-Home" Remote Registration Program"
Presented by Julie Champayne, Regional Manager, Patient Access, CHE Trinity Health – West Michigan Mercy Health

The West Michigan Patient Access Leadership implemented a remote "At Home" program which increased the Colleague satisfaction and assisted in retaining our best talent. We will describe the steps to set up the program and monitor the productivity, quality and point of service collections. This program enabled the Colleagues to perform pre-registration, insurance verification, authorization/referral follow up, POS collections and contacting patient s to financially clear them for services.


We Will Get Your Auth
Presented by Nakesha Muldrow, Manager, Hospital Access Operations, WellSpan Health

This presentation will show attendees how to use hospital insurance centers to obtain authorizations for physician offices in order to increase referrals and revenue.


1,000 Sites with a Single-Voice Standardizing Excellence

Presented by Karen Shaffer-Platt, Vice President, Revenue Cycle/Patient Concierge, UPMC

We will be discussing centralization and consolidation of a patient-centric revenue cycle across both hospital and physician divisions. This consolidation allows for a consistent patient experience across over 650 points -of-service and 200,000 monthly patient calls. UPMC has utilized technology to enhance patient experience and promote self-service. A centralized recruitment, training, and placement model along with support from both a central contact center and regional access leadership model has helped achieve this initiative.
**This is a Patient Experience Session** 

 


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