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2017 Conference Recordings
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Each of the below sessions were presented at the NAHAM 43rd Annual Conference, April 25-28, 2017. Each session is worth 1.25 NAHAM contact hours.

These sessions are available for $25 for NAHAM members and $40 for non-members. Click on the course title to purchase the recording. 

*Please note that membership is not required to purchase these on-demand webinars, but you will need to have a NAHAM website login to access the online store.


Branding the Patient Experience in the Emergency Room

Presented by Lisa Favors, CHAA, l Six Sigma, Women In Business Certification, Patient Access Emergency Department Manager, Washington Adventist Hospital
Learn about the challenges the point-of-service team faces while attempting to collect from patients in a busy and hectic environment – the emergency room. Explore strategies for explaining co-pays and fee breakdowns to emergency room patients, and discuss important topics like registration, Emtala laws, how to ensure you are obtaining the correct co-payments, when to collect, and how to use the correct verbiage while collecting co-pays.

Audience Experience Level: Advanced (Manager/Director and above)

Customer Service to Patient Experience: The Cultural Shift 

Presented by Catherine Pallozzi, CHAM, Director, Patient Access, Albany Medical Center


The Patient Experience ~ What does it mean? Healthcare is about 'the patient experience'. Patient Access has a significant role in creating the optimal patient experience. This presentation will demonstrate the paradigm shift of the Patient Access Department at Albany Medical Center from Customer Service to "The Optimal Patient Experience".


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



Empowering Patients to Take an Active Role in their Financial Outcomes: Unitypoint Health Case Study

Presented by Suzanne Lestina, CPC, FHFMA, Vice President, Revenue Cycle Innovation, Avadyne Health; Glenda Seemiller, Director of Patient Access/Identity Theft Officer, UnityPoint Health – Des Moines

Learn how UnityPoint Health, the nation's 13th largest nonprofit health system and the fourth largest nondenominational health system, implemented a pre-service financial clearance program to create a pro-active and consistent involvement of the patient in their financial responsibilities. Explore the patient financial experience strategies that had the greatest impact in reducing costly collection activities while maintaining high patient loyalty. This pro-active and consistent involvement resulted in a 26% increase in patient payment recoveries, as well as a 30 day improvement in overall payment recovery time. In addition, patients’ satisfaction with the pre-service explanation of their financial responsibility increased by 20%.


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


**This is a Patient Experience session.  


Financial Clearance Redefined

Presented by Jennifer Cameron, MBA, Director, Patient Access, Children’s National Medical Center

Learn about the roles and responsibilities of Financial Clearance Specialists (FCS), how to identify and recruit ideal candidates, how to develop training protocols to solidify current employees and increase new skill sets, and how to link FCS responsibilities to your facility’s goals.


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



Patient Connect University: Helping Connect the Pieces to Provide Better Customer Service for your Community

Presented by Erin Coffey, MPA, CHC, Compliance Officer, Patient Access Supervisor, Jefferson Healthcare Medical Center and Christine Curtis,  Performance Improvement Specialist, Jefferson Healthcare Medical Center

It started with a Rapid Process Improvement meeting on referral dysfunction that bloomed into an entire educational experience for our staff. Four ladies from varied backgrounds and job roles were empowered by their leadership to create an atmosphere of shared learning models and improvement changes that became Patient Connect University. They took on obstacles such as insurance eligibility, registration errors, scheduling, and EHR communications and bridged the gap between the primary hospital campus and 13 clinics to foster a teamwork atmosphere and a kick start in moral and employee engagement. Attend this session to share in this transformational change that can easily be modeled at other facilities.


Audience Experience Level: All (appropriate for early career) 


Promoting Value Through Transparency

Presented by Stephanie Benintendi, Corporate Director, Patient Access, Centura Health

What does transparency mean within healthcare reform? Follow Centura Health's journey as an industry leader in transparency for consumers using science and art to set the bar for best practices.


Audience Experience Level: Advanced (Manager/Director and above) 


Professional Pathway and Advancement Opportunities for Patient Access Services

Presented by Veronica Hughes, BS, Patient Access Director, Childrens Health Systems of Texas; Jenny Valcarce, Patient Access Manager, Children's Health Systems of Texas Higher-than-desirable turnover rates can create challenges with maintaining high productivity, performance and employee engagement, which ultimately affects patient and family satisfaction. Learn how implementing a career ladder can improving staff engagement, performance and retention.


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


Redesigning the Patient Experience: A Consumer-Centric Multi-Digital Model

Presented by Georgina Trunzo, BA, Senior Director, Revenue Cycle/Patient Access, University of Pittsburgh Medical Center

The University of Pittsburgh Medical Center (UPMC) has implemented a patient-centric, consumer-focused model that digitally integrates services to ensure patient satisfaction with convenient and transparent access to care. This model offers a single contact point for patients to schedule across 20+ sub-specialty services, a financial engagement program that includes on-demand price quotes and proactive patient financial education prior to service, self-service options for scheduling, check-in and payment, and consolidated eStatements across all services.


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


*This is a Patient Experience Session. 



Taking it to the Street: Emerging Practices for Hospitals to Engage Patients in the Field and on the Phone

Presented by Mary Lee DeCoster, Consultant, Integrated Health Management Services and Larry Roberts, Principal and Chief Information Officer, Integrated Health Management Services 

There are multiple approaches that assist patients in obtaining healthcare coverage, either through government-based programs, local charity, or prospective coverage available under the Affordable Care Act. There are significant challenges in engaging these patients once they have received care, including a field services (feet-on-the-street) program that can be uniquely effective in reaching individuals within a targeted community.


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


Targeted Coaching to Improve Patient Experience and Increase Agent Engagement

Presented by Lynn Bancroft, Business Development Manager, Envision

Coaching is the linchpin between strategy and execution. Learn how the implementation of a full-circle coaching process can help your team deliver a great patient experience and increase revenue collection.


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



The Art of Accommodation: Creating an Outstanding Customer Service Experience

Presented by Toby Edwards, BS, CRA, RT(R), Imaging Services Manager, Winter Haven Hospital

As healthcare reform takes shape, savvy health shoppers will gravitate towards facilities with reputations for adapting to the needs and preferences of their patients. Learn about the five essential elements of accommodation, as well as ways your facility can incorporate accommodation as a cultural value.


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


There Is No They: Mastering The Changing Culture of Healthcare

Presented by Larry Johnson, MA, CSP, Owner and Partner, Johnson Training Group

In 2003, author, speaker, and workplace culture expert Larry Johnson’s wife CJ sustained a closed-head injury that put her in a coma for eight weeks and a persistent vegetative state for 7 months. This is Larry’s personal story about his journey becoming CJ’s primary caretaker, and will touch the hearts of the audience and make them glad they have chosen their noble profession in healthcare.


Audience Experience Level: All (appropriate for early career) 

Transgender: A New Awareness of Gender Identity within Healthcare Registration

Presented by Wendy Roach, CHAM, Director, Patient Access, Advocate Health Care

Gain a clear understanding of the difference between gender expression and gender identity, explore the barriers that transgender patients face, and review recommendations for creating positive patient experiences in transgender registrations. Topics of discussion include recommended registration fields, bed placement, gender reassignment surgery, hormone replacement, and more.


Audience Experience Level: All (appropriate for early career) 

**This is a Patient Experience session.  

Using NAHAM AccessKeys and Benchmarking to Reduce Costs 

Presented by Danielle Andujar,MBA, CHAM, Regional Director, Patient Access, Novant Health


In order to stay ahead in our ever-changing healthcare environment, we must constantly evaluate how we can do less with more. Learn how Novant Health reduced costs in our patient access departments by $3.1 million with help from NAHAM’s AccessKeys.


Audience Experience Level: All (appropriate for early career) 

What's Your Story? A guideline of the "stories" of the Revenue Cycle activities from a Single Billing Office

Presented by Suzan Dillery, CHAM, CHAP, Revenue Cycle Training Specialist, Community Health Network 


From the physician front office, or facility registration, to the final bill being paid, the new Revenue Cycle Training Specialists developed an education format to encompass each step of the Revenue Cycle.  This training follows/shadows the computer training for new hires.  Learning the "whys" that go with the "hows" has become a necessary part of full education for new staff.  In the process of creating this new hire training, it became evident that existing staff needed to be brought "up to speed" with what was being taught from the beginning.  Therefore, a one-day intensive training is now being offered to those already on the job.  The training team has also now expanded their education to include the "stories" of the UB04 and 1500 forms showing that what is entered on the front line, translates to the billing forms and beyond.  These "stories" identify each phase of the Revenue Cycle and how one needs the other in order to decrease denials/delays in payment, improve customer satisfaction, increase accuracy of input information elevate the point of service collections, and increase cash flow for the network.  By encouraging staff with the best practices, this team can help them to succeed in their respective jobs and be appreciated in the way they should be....through good works!


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


*This is a Patient Experience Session. 


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