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2019 Learning Lab Sessions
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*series are in order

 

 

              

                    

 

Learning Lab Series 1

Wednesday, April 24 | 10:30am - 11:45am

 

*We're All In This Together: The Connection Between the Front End and Back End

Presented by Michelle Fox, Health First
Co-presenter: Paul Shorrosh, AccuReg

The performance of the front end can make or break the back end.  Patient Access success directly correlates to Patient Accounting success.  Organizations need to understand how the front end KPIs impact the back end KPIs. Using some NAHAM AccessKeys to illustrate this relationship, the session will dive deeper into the connection between front end and back end revenue cycle success. We're all in this together!

Audience Experience LevelIntermediate (mid-career and above)  

*This is a best-of session and will also be presented on Friday, April 26.

 

Answering the Digital Front Door

Presented by June Scarlett, Formativ Health

As healthcare trends shift towards consumerism, buzzwords like “digital front door” run rampant. But how do you make sure you’re assembling the right mix of people and technology to best engage with patients?   In this session we’ll explain exactly how to assemble the right suite of services, and take advantage of the latest in patient engagement technology, to improve the patient experience.

Audience Experience LevelIntermediate (mid-career and above)  


Denial Management: Be Proactive Instead of Reactive

Presented by Staci Fletcher, Mercy Hospital Springfield

Are you interested in learning how to gain efficiency with a centralized pre-certification team?  Would you like to know what is causing so many denials in your facility?  Learn how Mercy Hospital had huge success in getting ahead of denials without increasing FTE's. 

Audience Experience LevelIntermediate (mid-career and above)  

 

Mundane to Meaningful: How to keep your Patient Access Team from Sliding into Retail Mentality

Presented by Teri Meintel, Adventist Health West

As leaders, we often become so task driven that we lose touch with our teams and rely on email and impersonal communication to motivate, manage and educate, resulting in high staff turnover rates. Patient facing associates play a key role in developing a positive patient experience. It is crucial for  Patient Access leaders to stay connected to those associates and recognize their own leading role in the patient experience. Keeping it simple – As patient access processes continue to change, how can we, as leaders, communicate these changes so they resonate on a level that increases productivity, communication and the overall patient experience across the organization  

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

 

 

Lightning Learning Lab Series 1

Wednesday, April 24 | 3:45pm - 4:30pm

 

You are Cordially Invited to our Revenue Cycle Skills Fair

Presented by Cerene Willett, Health First

Co-presenter: Kyle Crosswell, Health First

We cordially invite you to attend our Revenue Cycle Skills Fair. Join us for an interactive tour of the Revenue Cycle phases and the important role that Patient Access plays. It all begins with Patient Access, but it doesn't stop there. Patient Access has a direct impact on all parts of the revenue cycle. Lots of prizes and goodies for all. You will surely enjoy the experience!

Audience Experience Level: All levels


*Improving the Patient Experience through Centralized Financial Clearance

Presented by Nancy Proper, Johns Hopkins Children's Hospital

Co-presenter: Julie Kay, Cerner Corporation

Discussion around how centralized financial clearance resulted in reduced denials, increased point-of-service collections, and improvement to the patient's understanding of their financial responsibility prior to service provision. This presentation will introduce our 5 Pillars of Financial Clearance, explain how we coordinated with our IT Department to improve processes, and engaged our physicians in denial prevention through the development of a 3-2-1 Policy. 

Audience Experience LevelBeginner

*This is a best-of session and will also be presented on Friday, April 26.


Preventing Denials Using Proactive Reporting

Presented by Andrea Newberry, BeeBe Healthcare
Co-presenter: Matthew Kall

Follow Beebe Healthcare on their journey to address front end denials using a cross functional focused team of Patient Access and IT Individuals.  Reports were designed to proactively prevent denials ,in the process capturing over 2 million in insurance payments that would have otherwise been denied. This was made possible by using reporting techniques that we will discuss and utilizing a cross functional team who are familiar with applications and insurance payer rules and requirements.

Audience Experience LevelIntermediate (mid-career and above)  


Incoming Workqueue Management for Referrals

Presented by Jacqueline Nowak White, Aspirus Inc

Learn how Aspirus streamlined scheduling processes by implementing Incoming Work queue Management for Referrals allowing us to efficiently get the patient where they needed to go.

Audience Experience LevelAll (appropriate for early career) 


 

Learning Lab Series 2

Thursday, April 25 | 10:30am - 11:45am


Evolution of the Patient Access Contact Center

Presented by Patti Consolver, Texas Health Resources

Copresenter: Scott Overholt, Vyne

Contact centers represent the first stop in the consumer experience and set the tone for the entire encounter. They have been called “gateways to better branding and increased revenue.” This session will share insights from health systems with sophisticated contact centers built for fast, flexible responses to consumer needs. They streamline critical patient interactions while mining them for rich data to improve consumer engagement. Attendees will take away strategies to improve patient engagement and satisfaction.

Audience Experience LevelIntermediate (mid-career and above) 

 

The Role of the Patient Registrar and Registration Flow Re-imagined

Presented by Brenda Sauer, New York Presbyterian Hospital

Opening a new Ambulatory Care Center is never easy.  Especially, when tasked with making it the best patient experience ever and the patients should never wait in a line for the registrar!  This is what I was tasked with in opening the David H. Koch Ambulatory Care Center at New York Presbyterian Hospital.  This presentation will explore how I met and surpassed those challenges. Working with our IT Department we needed to reimagine how patients would flow into the building, incorporating four different registration systems and create a new role on the Patient Access team who would excel at providing the best patient experience ever. 

Audience Experience LevelIntermediate (mid-career and above) 

 

Epic User Group

 

 

Learning Lab Series 3

Thursday, April 25 | 1:30pm - 2:45pm

 

*Patient Access Journey of Transformation: Centralize Today, Scale Tomorrow

Presented by Georgina Trunzo, UPMC

Co-presenter: Daniel McCann, UPMC

In late 2017, UPMC created a new Central Admissions Center (CAC) as a combination of 24x7 management and a centralized workforce team dedicated to non-patient facing functions, fielding off-hour leadership questions and providing cross-functional staff available 24/7 for call-off support.
This allows onsite Access staff greater focus on face to face patient advocacy. Since inception, 18 hospitals transitioned into the CAC with continued focus on Automation, Simplification, Standardization and Scalability in support of Service Excellence.   

Audience Experience LevelAdvanced

*This is a best-of session and will also be presented on Friday, April 26.

 

Tools for your Process Improvement Toolbox

Presented by Sue Plank, Goshen Hospital

The future of Patient Access will require us to work smarter and to borrow tools from other disciplines. This presentation will introduce some tools you can use in your Patient Access department for managing change and process improvement. A3 Thinking and Lean methodology provide tools that can be applied to many practical situations in your department. These tools are easy to teach and can be used to empower others in the problem-solving process.  

Audience Experience LevelAll (appropriate for early career) 


A Holistic Approach to Patient Access

Presented by Jennifer Schmidt, SLUCare Physicians Group

In October 2018, SLUCare Physician Group based in St. Louis Missouri launched “SLUCare Central” a centralized contact center operation focused on increasing patient access, operational efficiencies and patient satisfaction by supporting administrative/clinical duties in a centralized location. At its core, SLUCare Central is designed to better serve patients who seek and need the high-quality, specialized care provided by SLUCare. During this session Jennifer M. Schmidt, MD will share insights and learnings from SLUCare’s Contact Center Centralization journey. 

Audience Experience LevelBeginner 

 

NAHAM AccessKeys® 101
Presented by Michelle Fox, Health First and Stephanie Benintendi, Centura Health
Hear from NAHAM leaders about the NAHAM AccessKeys; what they are, how they were developed, and how to implement them at your facility. This session will include tips and tricks for getting started and best practices for success.  
Audience Experience Level:
Beginner 

 

Learning Lab Series 4

Thursday, April 25 | 3:00pm - 4:00pm 

 

Maximizing Referral Coordination Through Enhanced Communication

Presented by Pamela Ravare, Houston Methodist

Co-presenter: Victor Anaya, Houston Methodist

Enhancing access and communication around referral management. Making it easier and more efficient for your patients to connect with you and stay on track with their ongoing care.    

Audience Experience LevelAll (appropriate for early career) 

 

Transform Quality Implementing a Multi-Media Staff Education/Communication Model

Presented by Martin Muratore, Stony Brook Medicine
Co-presenter: Byron Dougherty, Stony Brook Medicine

Tell the story of a large University Hospital emerging as a multi-level, multi-site health system built a Patient Access QA, Training and Communication service line and implemented a multi-media training and communication model for Patient Access Services to meet new challenges presented as it emerged as a multi-site, multi-level, comprehensive health delivery system to transform quality performance, KPI measures, safety and staff engagement.

Audience Experience LevelAll (appropriate for early career) 


Proven Strategies to Prepare for Future Changes in Healthcare

Presented by Jenny Valcarce, Integris Health

Co-presenter: Veronica Hughes, Integris Health

Join us for a panel presentation on proven strategies within multiple Patient Access facets that impact financial performance, as well as, the consumer experience. Learn how to create an ideal workflow that incorporates collaboration between providers, system designers, servicing departments and frontline staff to ensure the financial integrity of the organization. Outcomes include reduced denials, increased point of service collections, improved consumer experience and enhanced system workflows.

Audience Experience LevelAdvanced

 

Enterprise Scheduling: From Calamity to Clarity

Presented by Sarah Branish, Centura Health

Co-presenter: Mary Guest, Haugen Consulting Group

Walk with a large multi facility organization as they took the journey to enterprise scheduling and share the missteps and successes of their implementation. Hear firsthand the lessons learned in how they tackled standard work, implemented pods, modified staffing and developed training to create operational efficiencies. Understand how partnering with internal customers and thinking outside the box resulted in going paperless. Metrics will demonstrate an improvement from order to patient contact time and how to recapture cancel/no shows appointments. This is not a journey for the faint of heart.  

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

 

 

Lightning Learning Lab Series 2

Thursday, April 25 | 4:30pm - 5:15pm

 

How Scheduling at Point of Care Improves the Patient Experience

Presented by Dawn Zieger, Geisinger

Geisinger has been on a journey to improve point of care scheduling to ensure the patient leaves with an appointment for the next step in care. We have enabled our patient access representatives to schedule returns to their department and schedule the referrals to other departments through the deployment of guided scheduling, reducing complexity and streamlining the process:

1. Schedule simplification & visit type reduction

2. Reducing variability in scheduling rules at the provider and department level

3. Development of Scheduling Questionnaires to direct PARs to the correct visit type and sub specialist 

4. Enterprise wide training and empowerment of PARs  

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

 

Exceptional POS Collection Performance without Risking Patient Satisfaction

Presented by Stephanie Franz, Tampa General Hospital

Most organizations understand the importance of leveraging point of service or pre-service collections. We know there is less cost to collect, reduced dollars and days in AR, and empowers patients to manage their financial responsibilities. Tampa General Hospital is a large academic, tertiary/quaternary facility with 1010 beds, 14 primary care sites, specialty clinics, a Healthplex, an urgent care and 15 outpatient radiology centers.  Focusing only on hospital-based operations, Patient Access increased POS collections, from $5.4 million in 2015 to $9 million in 2018 without risking patient satisfaction results. How did we do it? Join the lightning learning lab to find out. 

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

 

Group Therapy

Presented by Lance Mills, DCS Global

Co-presenter: Megan Ford, Colquitt Regional Medical Center

This is an open forum, town hall discussion where we will as a group discuss matters that challenge us daily.  We will hear of wins and losses and will learn from each other how to move the “L’s” in the W column!  Our greatest assets are the people around us, colleagues and more.  What challenges you challenges others, you are not alone but you will come away with great ideas to better yourself and your organization. 

Audience Experience Level: All (appropriate for early career) 

 

Two Innovative Scheduling Tools for Better Patient Access

Presented by Angela Simpson, Carle Hospital Physician Group

Co-presenter: Steve Pappas, Panviva

In today's digital era, patient access has become increasingly complex. A key component to success is effective and efficient alignment of patient needs and provider capabilities. This presentation will showcase two proven success tools: an interactive symptom guide that helps scheduling centers follow best practices in routing patients to schedule or triage; and a provider directory with scheduling rules that contains all the unique attributes of the provider’s practice for better patient access. 

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

 

 

Learning Lab "Best of" Series

Friday, April 26 | 10:45 am – 12:00 pm

 

We're All In This Together: The Connection Between the Front End and Back End

Presented by Michelle Fox, Health First
Co-presenter: Paul Shorrosh, AccuReg

The performance of the front end can make or break the back end.  Patient Access success directly correlates to Patient Accounting success.  Organizations need to understand how the front end KPIs impact the back end KPIs. Using some NAHAM AccessKeys to illustrate this relationship, the session will dive deeper into the connection between front end and back end revenue cycle success. We're all in this together!

Audience Experience LevelIntermediate (mid-career and above)  

 

Improving the Patient Experience through Centralized Financial Clearance

Presented by Nancy Proper, Johns Hopkins Children's Hospital
Co-presenter: Julie Kay, Cerner Corporation

Discussion around how centralized financial clearance resulted in reduced denials, increased point-of-service collections, and improvement to the patient's understanding of their financial responsibility prior to service provision. This presentation will introduce our 5 Pillars of Financial Clearance, explain how we coordinated with our IT Department to improve processes, and engaged our physicians in denial prevention through the development of a 3-2-1 Policy. 

Audience Experience LevelBeginner

 

Patient Access Journey of Transformation: Centralize Today, Scale Tomorrow

Presented by Georgina Trunzo, UPMC
Co-presenter: Daniel McCann, UPMC

In late 2017, UPMC created a new Central Admissions Center (CAC) as a combination of 24x7 management and a centralized workforce team dedicated to non-patient facing functions, fielding off-hour leadership questions and providing cross-functional staff available 24/7 for call-off support. 
This allows onsite Access staff greater focus on face to face patient advocacy. Since inception, 18 hospitals transitioned into the CAC with continued focus on Automation, Simplification, Standardization and Scalability in support of Service Excellence.   

Audience Experience LevelAdvanced

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