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2018 Learning Lab Presentations
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 Click on the session titles to download the Learning Lab presentations.  

 

Learning Lab Series 1

Friday, May 4 | 10:30 am – 11:45 am

 

The Role of Registration in Telehealth Services:  It all Begins with Registration
Presented by Brenda SauerCHAM, Director at New York Presbyterian Hospital

The use of Telehealth services to deliver medical care is increasing rapidly, in urgent care and the Emergency Department.  This presentation will describe the process and challenges in developing one of the first Telehealth programs at an urban academic medical center.  The presentation will also speak to the important role Patient Access played in the program development, and the partnerships that were formed between the Patient Access staff, Physicians, and the Information Technology group and the impact the partnership had on the patient experience.  

Audience Experience Level: Intermediate (mid-career and above)

*This is a best-of session and will also be presented on Sunday, May 6. 


Using a Patient Advisory Council to Improve the Customer Experience

Presented by Jennifer Dyrseth, CHAA, Financial Services Supervisor at Olympic Medical Center

An overview of Patient/Family Advisory Councils, their implementation, and why they have made such a huge difference in Patient Access and Patient Experience.

Audience Experience LevelBeginner, Intermediate

 

How A Diverse And Inclusive Environment Can Improve Efficiency

Presented by Elkin Pinamonti, CHAM, Assistant Director Onsite Access at NOVANT Health

When leaders put diversity and inclusion at the forefront of their day to day operations, this will lead to team members that are more efficient within their job roles. Incorporating diversity and inclusion will allow for team members to be valued for their differing perspectives, which can then be incorporated into in all aspects of departmental operations. This involvement will improve the team members' sense of ownership, which directly correlates with a higher level of efficiency when carrying out job duties.

Audience Experience LevelBeginner


Investing in Your Employees: Strategies that Promote High Retention and Satisfaction

Presented by Tim Holland, CHRISTUS Trinity Mother Frances Health System

Follow one Patient Access Department's journey to three consecutive years of 84+% retention levels and learn what great retention has meant to the department and to the health system.  This session will focus on three key strategies for improving employee retention, engagement, and overall knowledge base.  Utilizing the strategies together creates a cohesive team model that drives process improvement and encourages employee advancement to begin grooming the next generation of healthcare and revenue cycle leaders.

Audience Experience LevelIntermediate (mid-career and above)  

 

 

Learning Lab Series 2

Friday, May 4 | 3:00 pm – 4:15 pm

 

Epic User Group

 

Education CPR: Bringing Life Back Into Your Training Program

Sponsored by the NAHAM Education Committee

Presented by:

Wendy Roach, CHAM, Manager Patient Access & Central Scheduling, Advocate Good Shepherd Hospital

Suzan Dillery, CHAM, Revenue Cycle Educator, Community Health Network

Shauna Wardrop, Corporate Development, Cardon Outreach

Does your education program fall flat with your teams? Has your education team been downsized? Come to the education committees session and learn about some new ways to train your teams to bring them to the next level.  

Audience Experience Level: All (appropriate for early career) 

 

  

Future State of Revenue Cycle

Presented by Karen Shaffer Platt, Vice President of Corporate Revenue Cycle, UPMC

Tomorrow’s patient access will not look the same. Patients and members are increasingly taking an active role in their health care. Virtual Access offices are the future, with the consumer demand to create multiple digital access platforms which includes self-maintenance of patient demographics and electronic signatures, payment plans, and more. How we build these virtual offices and tether together access, discharge, and the next set of services will be imperative. 

Audience Experience Level: All (appropriate for early career) 

*This is a best-of session and will also be presented on Sunday, May 6. 

 
Customizing the Patient Experience

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

Managing patient payments is a challenge for many healthcare organizations.  Patients want more information about costs and payment options but significant gaps exist in what providers are able to deliver. Increasing out of pocket costs and confusion around insurance coverage cause delays in patient payments because most patients don’t know the cost of their healthcare until they receive a bill. In addition, patients are uncertain how they will pay for their costs and this confusion impacts providers who are increasingly dependent on patient payments.  Need for change:  The industry must transition from patients to consumers of healthcare services through innovation based on the patient’s preferences. Best practice patient finance approach means increasing levels of financial screening, communicating clear financial expectations, and providing options for resolution as early as possible in the revenue cycle.  Proactive patient finance engagement will result in patient understanding of their liabilities and how those liabilities will be resolved.  Clarity around patient liabilities will result in increasing and accelerating cash recoveries, improved patient satisfaction, reduced levels of re-work in post service revenue cycle functions, and reduced bad debt write offs.  In this session we will discuss how hospital / health system policies drive patient experience and collections.  In addition we will discuss innovative payment plan guidelines and other payment resolution options, use of presumptive Charity scoring or propensity to pay scoring, and the role of Financial Counseling. 

Audience Experience LevelIntermediate (mid-career and above)  

 

Learning Lab Series 3

Saturday, May 5 | 10:15 am – 11:30 am

 
Centralized Scheduling and Improving the Patient Experience  

Presenters: 

Beth Bragalone, CHAM and CHAA, Revenue Cycle Trainer & Integrity Coordinator at Middle Park Medical Center

John Hagenbrok, Project Manager at Johns Hopkins Health System

Shamiko Harmon Roberson, Director HMPO Call Centers, Houston Methodist Hospital

Join us for a panel presentation on centralized scheduling. Learn how three organizations optimized their scheduling processes to create a seamless patient experience, increased productivity and improve patient satisfaction throughout their organizations. This will be an interactive session with plenty of opportunity for question and answer.

Audience Experience Level: All (appropriate for early career) 


*This is a best-of session and will also be presented on Sunday, May 6. 


The Fourfold strategy to Patient Engagement

Presented by Kelly TaylorDirector of Care Coordination at Mercy ACO-Iowa

As an expanding organization with 65+ service locations, over 310,000 patients, 100+ Clinical data systems, and 14 EMRs, Mercy ACO needed to develop a unique data-driven strategy to track and improve population health. Mercy ACO formed a fourfold strategy for holistic patient engagement by leveraging: 1. Event-based insights 2. Care Gaps 3. Improved communication 4. Community Engagement Through this Mercy, ACO managed to reduce 30d readmission rates by 7.14%, ED Utilization by 6.65%, and a lot more. 

Audience Experience Level: Beginner

 

Career Ladder for Success

Presented by Judy Parker, Enterprise Director at Presbyterian Healthcare

Patient Access can be a high turn-over area, averaging 28%, as employees are looking for growth opportunities.  Why not provide growth within your Patient Access department.  This session will give you the steps needed to create a career ladder for your Patient Access team. The most valuable asset in Patient Access is well trained, skilled, and engaged staff.  Turn-over causes challenges and budgetary issues.  Developing a career ladder where staff is encouraged to stay and build a career within Patient Access is one of the best things you can do for your organization and team members.  

Audience Experience LevelBeginner, Intermediate

 

NAHAM Access Keys: One Bite at a Time

Presented by:
Michelle Fox,
CHAM, Director of Revenue Operations/Patient Access at Health First
Paul Shorrosh, MBA, MSW, CHAM, Founder/CEO at AccuReg

We have all heard the old saying, “What gets measured, gets done”.  This rings true for healthcare too.  Our industry is very familiar with the standard KPIs for the back end of the revenue cycle such as AR days, Cash on Hand, Charity, Bad Debt and Denials as a percent of Net Revenue.  Not so much on the front end.  Some may ask, do standard KPIs for the front end even exist?  Hence why it was time to develop KPIs for the front end.  The National Association for Healthcare Access Managers did just that two years ago and this past year worked diligently to add to the initial list.  Called Access Keys, NAHAM has created 34 KPIs for the front end of the revenue cycle.  With so many metrics, how do you begin to implement them all…one bite at a time.

Audience Experience LevelIntermediate (mid-career and above) 

 

Learning Lab Series 4

Saturday, May 5 | 2:30 pm – 3:45 pm

 

Tools for Success: An Overview of NAHAM Toolkits for CMS and Joint Commission Surveys and Positive Patient Identity (NAHAM Government Relations Sponsored Committee Session)

Presented by:

Brenda Sauer, RN, MA, CHAM, FHAM, Director, Patient Access, New York Presbyterian Hospital

Carmen Voelz, CHAM, FHFMA, FHAM, Partner, Accordias Healthcare Services, LLC
Martin Muratore, MA, CHAM, Director, Patient Access Services, Stony Brook Medicine

Join the NAHAM Policy Development and Government Relations Committee for an in-depth review of NAHAM’s tools for preparing for CMS and Joint Commission Surveys. Committee members will highlight recent updates to the toolkits, give a sneak peak of toolkit resources and facilitate a conversation about best practices.  In addition, they will review the Positive Patient Identity Toolkit and offer tips for best practices. Attendees will learn how to navigate the toolkits, receive select toolkit elements, and guidance from leaders in the field. 

 

Cultivating Internal Talent – Novant Health Revenue Cycle Academy

Presented by:

Danielle Andujar, CHAM, Assistant Director of Patient Access at Novant Health
Julie Jaksic, Manager of Revenue Cycle Education Programs at Novant Health

Patient access employees are a diverse group, comprised of different skills, education levels, and backgrounds. Many are eager to learn more about their roles, but struggle to find resources beyond on-the-job training. There is no public or private university that offers courses in patient access or revenue cycle. This session will explore how one hospital system is creating a university structured program that patient access employees can “major” in and “graduate” from, increasing their understanding of their role in a healthy revenue cycle. The session will outline how the university was created, how it is structured, and share the experiences of participants of the program which is in the pilot phase. 

Audience Experience LevelBeginner


Redesigned Patient Registration Experience to Support Quadruple Aim

Presented by Kerry Pratt, CHAM and CHAA, Supervisor of Admissions at Lakeland Hospital

Kiosk introduction to the outpatient workflow to centralizing registration, decreased wait time and increased registrations while decreased front-end workload which enabled us to create QA training program without increasing FTEs. 60%-70% of our outpatient patients use the Kiosk daily.

Audience Experience Level: All (appropriate for early career) 

 

Patient Access - Call Centers for the Consumer

Presented by Michelle Mahan, Senior VP and Chief Financial Officer at Frederick Memorial Healthcare

This session will focus on FMH project of developing their state of the art call center and how they worked on ensuring a unique patient experience with access to scheduling, preregistration and copay collection as well as other needs of the patient population in Frederick MD.

Audience Experience Level: Advanced


 

Learning Lab Series 5

Saturday, May 5 | 4:00 pm – 5:15 pm


Transgender and Gender Non-Conforming Patients: Cultural Sensitivity and the Healthcare Industry 

Presented by Amanda WatsonPFS DNB Examiner at Community Medical Centers

The class is an introduction to Transgender/Gender Non-Conforming Patients. The presentation will explain the pertinence of this topic to the healthcare industry. Class will cover cultural sensitivity for Patient Access. Topics will include gender roles and expectations. Sex, Gender and Sexuality. How to work with Transgender/Gender Non-Conforming Patients. Some important data/statistics on this population as well as recommendations for patient access staff. This presentation is from an insider in healthcare and a transgender individual.

Audience Experience LevelAll (appropriate for early career) 

 

Solving the Labor Supply Challenge by Building the Front Line Workforce From Your Organization and Community

Presented by: 

Michael Maggard, Executive Director of Patient Access at Mission Health

Thomas Ormondroyd, Executive Director of Education at nThrive Inc.

It is imperative for hospitals to recruit, retain and develop skilled revenue cycle staff for all essential revenue cycle functions to avoid significant financial loss or low patient satisfaction. However, finding and retaining skilled front line staff has been a challenge for many health care providers with Patient Access having some of the highest attrition of any role in the organization.   Implementing an effective and efficient program to turn a hospital or community’s existing population into quality front staff will help to solve this supply challenge.  Mission Health System will discuss how they developed their patient access staff organically by leveraging the power of their local communities.  The result was an improvement in quality and patient satisfaction, reduction in cost, and a career path for Patient Access professionals to insure a strong and robust revenue cycle. 

Audience Experience LevelIntermediate, Advanced

 

 

The Impact of Standardizing Best Practices in Patient Financial Communications

Presented by: 

Patti Consolver, CHAM and CHAA, Senior Director at Texas Health Resources

Yvonne Chase, CHAM, Manager of Patient Access and Business Services at Mayo Clinic

Michelle Fox, CHAM, Director of Revenue Operations Patient Access at Health First

This session will share strategies for standardizing best practices in patient financial communications for improved operational efficiency, financial integrity and patient experience. A panel of Patient Access leaders will describe a process to capture and integrate patient financial data for enterprise access and exchange. The presentation will describe tools to capture exchanges whether communicated by voice, fax or electronic exchange. Outcomes include reduced denials, increased point of service collections, improved patient experience and enhanced workflow.

Learning Objectives:
1. Discuss strategies to standardize best practices in patient financial communications for a consistent patient experience.
2. List opportunities to capture patient touch points in the revenue cycle.
3. Evaluate points of integration allowing enterprise access to patient financial data.
4. Consider outcomes in quality assurance, compliance, patient experience and financial performance resulting from shared access to revenue cycle exchanges.

Audience Experience LevelIntermediate (mid-career and above) 

 

 *This is a best-of session and will also be presented on Sunday, May 6. 

 

Learning Lab Series 6: "Best of" Series

Sunday, May 6 | 9:30 am – 10:45 am


Centralized Scheduling and Improving the Patient Experience  
Presenters:

Beth Bragalone, CHAM and CHAA, Revenue Cycle Trainer & Integrity Coordinator at Middle Park Medical Center
John HagenbrokProject Manager at Johns Hopkins Health System

Shamiko Harmon Roberson, Director HMPO Call Centers, Houston Methodist Hospital

Join us for a panel presentation on centralized scheduling. Learn how three organizations optimized their scheduling processes to create a seamless patient experience, increased productivity and improve patient satisfaction throughout their organizations. This will be an interactive session with plenty of opportunity for question and answer.

Audience Experience LevelAll (appropriate for early career) 

 

The Role of Registration in Telehealth Services: It all Begins with Registration

Presented by Brenda Sauer, CHAM, Director at New York Presbyterian Hospital

The use of Telehealth services to deliver medical care is increasing rapidly, in urgent care and the Emergency Department.  This presentation will describe the process and challenges in developing one of the first Telehealth programs at an urban academic medical center.  The presentation will also speak to the important role Patient Access played in the program development, and the partnerships that were formed between the Patient Access staff, Physicians, and the Information Technology group and the impact the partnership had on the patient experience.  

Audience Experience LevelIntermediate (mid-career and above) 

 
Future State of Revenue Cycle

Presented by Karen Shaffer Platt, Vice President of Corporate Revenue Cycle, UPMC

Tomorrow’s patient access will not look the same. Patients and members are increasingly taking an active role in their health care. Virtual Access offices are the future, with the consumer demand to create multiple digital access platforms which includes self-maintenance of patient demographics and electronic signatures, payment plans, and more. How we build these virtual offices and tether together access, discharge, and the next set of services will be imperative. 

Audience Experience LevelAll (appropriate for early career) 

 
The Impact of Standardizing Best Practices in Patient Financial Communications

Presented by: 

Patti Consolver, CHAM and CHAA, Senior Director at Texas Health Resources

Yvonne Chase, CHAM, Manager of Patient Access and Business Services at Mayo Clinic

Michelle Fox, CHAM, Director of Revenue Operations Patient Access at Health First

This session will share strategies for standardizing best practices in patient financial communications for improved operational efficiency, financial integrity and patient experience. A panel of Patient Access leaders will describe a process to capture and integrate patient financial data for enterprise access and exchange. The presentation will describe tools to capture exchanges whether communicated by voice, fax or electronic exchange. Outcomes include reduced denials, increased point of service collections, improved patient experience and enhanced workflow.

 

Learning Objectives:
1. Discuss strategies to standardize best practices in patient financial communications for a consistent patient experience.
2. List opportunities to capture patient touch points in the revenue cycle.
3. Evaluate points of integration allowing enterprise access to patient financial data.
4. Consider outcomes in quality assurance, compliance, patient experience and financial performance resulting from shared access to revenue cycle exchanges.

Audience Experience LevelIntermediate

 

  


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