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Learning Labs Schedule


 
 

 

 

Learning Labs Series 1
Wednesday, May 25 | 1:15 pm – 2:30 pm

Welcome Aboard UAMS Simulation Flight 4301: Non-Stop Service to Patient-Centric Care
Presented by Sarah Webb-King, B.S., CHAM, Epic Certified, Instructional Development Specialist, University of Arkansas for Medical Sciences

This presentation will illustrate the University of Arkansas for Medical Science’s training philosophy around successful Electronic Medical Record (EMR) implementation and readiness, including the facility’s decision to utilize simulation training. Presenters will cover all steps in the process from early stage planning through full implementation.

*This is a best-of session and will also be presented on Friday, May 27. 

 
The Virtual World: Providing Access Services From Home!

Presented by Tracey Shetter, CHAM, CHAA, CPAT, Manager, Access Call Centers, WellSpan Health

In 2014, WellSpan Health Access Operations embarked on a journey into a new world: the Virtual World! Over the past five years, Access Operations experienced such a rapid growth spurt of new departments and increased staffing levels that they were forced to develop a work-from-home program for their Access Professionals due to limited office space. Learn the steps it took to establish the program, the challenges faced, lessons learned, and the positive outcomes experienced the first year.

 
Patient Access Council: Empowering Staff through Collaboration

Presented by Savannah Lacy, Admissions Supervisor, Children's Mercy

Explore Patient Access Council, an interactive committee of Patient Access team members who participate in the enrichment of a department of over 200 employees. This group develops team-building events, troubleshoots process modifications, and pilots new technology. Learn how council leaders select participants, encourages staff interest, and empowers members to be champions for change. Take a closer look at how staff involvement in collaborative decisions increases employee satisfaction, develops leadership skills, and increases overall patient experience.

 
Enhancing Patient Navigation and Integration Utilizing Video Conference Technology

Presented by Nancy DeSantis, Manager, Patient Access, University Hospitals of Cleveland 

In 2013, University Hospitals of Cleveland began a system-wide Patient Access campaign to enhance patient and provider experiences and improve the continuity of care and clinical integration within its Health System. This presentation will highlight the successful initiatives taken in creating a unique “video conference” concierge program for patient navigation and scheduling. Presenters will cover rationale and goals of the program, rollout and deployment, data collection and measurement, communications, perspectives from a Patient Concierge and patient feedback.

 

Learning Labs Series 2
Wednesday, May 25 | 4:15 pm – 5:30 pm

Meeting Consumer Demands in a Multi-Channel Digital Access Model
Presented by Angela Charonis, Director, Revenue Cycle Customer Service, University of Pittsburgh Medical Center; and Amy Saunders, Senior Manager, Application Management, University of Pittsburgh Medical Center 

As patient financial liability increases, healthcare organizations are under increased pressure to meet consumer demands. UPMC has established a multi-channel digital access model that addresses the spectrum of consumer needs from millennials to seniors. Learn how UPMC’s multi-faceted approach, including on-demand price estimates, self-check-in, kiosk copay collections, text messages, and real time notifications, help to reduce patient re-interviewing, build consumer loyalty, and maximize revenue.

 
Aerodynamic Leadership: Discovering Your Leadership Shape

Presented by Toby Edwards, CRA, RT(R), Director of Imaging Services, Lake Wales Medical Center

Aerodynamic Leadership is a leadership principle rooted in the similarities between the mechanics of effective leadership and the scientific principles of aerodynamics. Aerodynamic Leaders are faster, more efficient, and create less professional turbulence and drag than counterdynamic leaders. This presentation will assist leaders in evaluating their leadership shape, walk through to reduce turbulence and drag in their leadership decisions, and show how to function in a more aerodynamic fashion!

 
How Stanford Health Care  ValleyCare Experienced Revenue Cycle Success and Boosted Patient Satisfaction

Presented by Megan Ostermayer, Manager of Patient Access, Stanford Health Care; and Katherine Murphy, FHAM, CHAM, ​Vice President, Sales Consulting, Experian Health

Representatives from Stanford Health Care – ValleyCare will share their story of how an integrated workflow can empower staff and increase process efficiency to ultimately improve the patient experience and boost patient satisfaction. Workflow demands can be time consuming and disjointed, leading to out of sequence activities that are costly to healthcare providers and impact a patients healthcare episode. By having accurate information and automated solutions, a seamless and efficient experience has been created for both staff and patients.

 
If Cash is STILL King, Patient Experience is Queen

Presented by Patricia Kloehn, MBA, CEO, HealthWide Solutions, LLC.

In this session, key elements of the patient experience and how reimbursement is impacted will be examined, as well as critical "how to" steps from the book Cash is STILL King, Maximize the Margin to Protect the Mission. Tactical information on engaging patients, physicians and management will be examined. Additionally, cutting edge technology will be shared in terms of a Patient Engagement and Check-In App geared to fast track patients to key areas and enhance the patient engagement.

 *This is a best-of session and will also be presented on Friday, May 27. 

Learning Labs Series 3
Thursday, May 26 | 11:15 am – 12:30 pm

How to Alleviate Financial Stress So Patients Can Focus On Healing
Presented by Brandon McCord, M.A., MBA, Pre-Service Director, Ochsner Health System; and Jim Czajkowski, BA, Regional Vice President, Clinical Solutions, Experian Health

Learn how Ochsner Health System integrated a real-time, automated authorization management tool into their workflow to facilitate the prior authorization inquiry and submission processes. Brandon McCord from Ochsner will share the story of how this tool helped increase staff and patient satisfaction, along with success metrics, best practices and tips on how a real-time authorization management tool.

*This is a best-of session and will also be presented on Friday, May 27. 

 
Jazz up Your Collection Efforts at Point of Service - We Did!

Presented by Jess Sands, BS, Manager, Patient Access, Boulder Community Health; and Shauna Wardrop, CRCE-I, Director, Client Engagement, Cardon Outreach

Learn how a small community hospital increased point of service collections by over 200% by implementing a strong patient flow process, plugging all self-pay gaps and implementing training, scripting and standards tools, including incentives. Yes, they work!

 
Rural Health Clinic Partnerships to Improve Patient Care and Payer Mix Opportunities

Presented by Julene McAlister, BSN, President, Meridian Healthcare Consultants, LLC

Rural Health Clinics bring primary care access to communities that are medically underserved or health professional shortage areas. Managing payer mix in these clinics can prove challenging in that Medicare percentages mix should be maximized for greater overhead allocation and appropriate setting of encounter rates. This session will discuss how strategic partnerships with lower levels of care can greatly improve Medicare payer mix and provider productivity while improving the overall healthcare of the community at large. Partnerships with NFs, SNFs, ALFs, Board and Care, Senior Centers and Adult Day Care programs will be described, examples provided on payer mix changes, revenue impract and productivity analysis will be outlined.

Analyzing Staff Responsibilities to Align Pay Grades Within the Revenue Cycle
Presented by Rebecca Haymaker, Director of Registration and Technical Services, UW Health

Although many traditional back-end functions have shifted to front-end staff members or have become increasingly automated, business office staff often remain the highest paid among revenue cycle positions. Organizations that do not periodically evaluate whether pay grades remain aligned to staff members constantly shifting responsibilities risk over- and under-compensating their workforce, the latter of which can lead to staff frustration, turnover, and difficultly with recruitment. UW Health revenue cycle leaders worked closely with Human Resources to analyze current positions, realign pay grades, complete a market survey, and develop new position descriptions for their employees. This presentation will walk you through the process and tools used for this very important and impactful initiative. 

Learning Labs Series 4
Thursday, May 26 | 3:00 pm – 4:15 pm

Success Stories with NAHAM's AccessKeys
Presented by Terry Kile, CRCP, Regional Director, Litmos Healthcare Division

Litmos is the exclusive provider of online education to support the NAHAM AccessKeys program, and has helped many large and small health systems and hospitals put the AccessKeys to work to improve the key performance indicators of each facility. This presentation will share common sense ways to utilize the AccessKeys to increase productivity and bottom line performance for your organization.

*This is a best-of session and will also be presented on Friday, May 27. 

 
From Education to Implementation: Reforming the Patient Financial Experience

Presented by Suzanne Lestina, CPC, FHFMA, Vice President, Revenue Cycle Innovation, Avadyne Health; and Craig Pergrem, Senior Director, Customer Service Contract Center and Onsite Access, Novant Health

This session we will explore the reasons why organizations struggle to create a fully-integrated patient financial communication process, along with the role an engaged patient can play in changing the patient’s financial behavior while maintaining and even improving patient satisfaction. Attendees will be encouraged to take the PFX survey prior to the session, and information will be aggregated and shared during the session. This highly interactive session will encourage attendees to work with their peers to learn what best practices have been implemented. In addition, metrics specific to patient satisfaction and financial outcomes will be provided with industry demographics so that attendees can compare their performance to industry peers.

 
Extensive New Hire Education Program: Producing Positive Results

Presented by Shellie Zuroske, CRCR, Revenue Cycle Trainer, OSF Saint Anthony Medical Center

This presentation will discuss the importance of extensive training for new employees joining the Revenue Cycle. Historically, training a new employee has consisted of a few days learning EHR software followed by a week or two shadowing a fellow co-worker. Building an intense 90 day on board training program that consist of detailed Revenue Cycle education gives staff the knowledge base they need to be and feel successful..

 
Improving Upfront Collections through Accountability and Engagement

Presented by Danielle Andujar​, BS, MBA, Assistant Director, Onsite Patient Access, Novant Health

While Novant Healths upfront collections improved 13% over prior year, the facility had not achieved the POS collections to revenue benchmark. In order to push for additional improvement they did a deep dive into who was collecting and how. They found that most collections were obtained from a small group of team members and engaging all team members would result in collections doubling! By implementing accountability standards and engagement programs they are well on their way!

 

Learning Labs Series 5: "Best Of" Series
Friday, May 27 | 9:45 am – 11:15 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!

Welcome Aboard UAMS Simulation Flight 4301: Non-Stop Service to Patient-Centric Care
Presented by Sarah Webb-King, B.S., CHAM, Epic Certified, Instructional Development Specialist, University of Arkansas for Medical Sciences

This presentation will illustrate the University of Arkansas for Medical Science’s training philosophy around successful Electronic Medical Record (EMR) implementation and readiness, including the facility’s decision to utilize simulation training. Presenters will cover all steps in the process from early stage planning through full implementation.

 
Success Stories with NAHAM's AccessKeys

Presented by Terry Kile, CRCP, Regional Director, Litmos Healthcare Division

Litmos is the exclusive provider of online education to support the NAHAM AccessKeys program, and has helped many large and small health systems and hospitals put the AccessKeys to work to improve the key performance indicators of each facility. This presentation will share common sense ways to utilize the AccessKeys to increase productivity and bottom line performance for your organization.

 
If Cash is STILL King, Patient Experience is Queen

Presented by Patricia Kloehn, MBA, CEO, HealthWide Solutions, LLC.

In this session, key elements of the patient experience and how reimbursement is impacted will be examined, as well as critical "how to" steps from the book Cash is STILL King, Maximize the Margin to Protect the Mission. Tactical information on engaging patients, physicians and management will be examined. Additionally, cutting edge technology will be shared in terms of a Patient Engagement and Check-In App geared to fast track patients to key areas and enhance the patient engagement.

 
How to Alleviate Financial Stress So Patients Can Focus On Healing

Presented by Brandon McCord, M.A., MBA, Pre-Service Director, Ochsner Health System; and Jim Czajkowski, BA, Regional Vice President, Clinical Solutions, Experian Health

Learn how Ochsner Health System integrated a real-time, automated authorization management tool into their workflow to facilitate the prior authorization inquiry and submission processes. Brandon McCord from Ochsner will share the story of how this tool helped increase staff and patient satisfaction, along with success metrics, best practices and tips on how a real-time authorization management tool.


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9/28/2016 » 9/30/2016
Mississippi - Alabama Meeting

10/12/2016 » 10/14/2016
TAHAM Fall Conference

10/17/2016 » 10/18/2016
2016 Northeast Regional Conference

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