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2020 Learning Lab Sessions
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* series are in order

 

 

              

 

 

Learning Lab Series 1

Wednesday, May 20 | 10:30 am - 11:45 am

 

Industry Update: What's New with CMS?

Presented by Michelle Fox, Health First

Co-presenter: Stan Nachimson, Nachimson Advisors

The session will cover what's new with CMS as it relates to the Revenue Cycle Industry and, in particular, to Patient Access Services. Updates on current requirements, as well as what new requirements are coming in the future, will be discussed. The information shared in this session will enable Patient Access professionals to be knowledgeable of CMS requirements so they can be prepared and ready for successful compliance within their organizations.

Audience Experience LevelIntermediate


Self Service Check In and Scheduling Practices

Presented by Sadaf Tehrani, Children's Colorado

This presentation shares Children's Colorado's journey of leveraging technology to meet consumers (patients/families) where they are. Patients and families want the ability to have self-service options to allow for personal flexibility. Children's has implemented different functionality to meet consumer demands as well as implement a service excellence standard in how they interact with their patients/families. 

Audience Experience LevelIntermediate, Beginner

 

Intentions of A Leader: Embracing a Remote Workforce

Presented by Michael Borge, Banner Health

Co-presenter: Janelle Stout

Leaders can learn to embrace employees as coworkers. Through understanding the concepts and benefits of an Intent Based Leadership model, (As created by David Marquet.) This process of empowering people helps create a climate where both leaders and coworkers can succeed. A reexamination of how we lead and the beliefs that we have concerning our roles, can open new possibilities. One of these new opportunities is a remote workforce. Join Michael and Janelle as they present the process, benefits and challenges surrounding sending teams to work from home. 

Audience Experience LevelIntermediate

 

Uninsured "The Good, the Bad and the Ugly" Your Uninsured Population and Its Impact on Your Revenue

Presented by Wesley Thompson, Health First

Co-presenter: Shauna Wardrop, MedData

Eligibility is a major challenge for hospitals and healthcare practices. This is especially true in Hawaii: a state with high levels of poverty and homelessness where the uninsured rate is concerning to The Queen's Health Systems and all medical practices in the Aloha State. This presentation will provide an example of the journey to find alternative means to help patients get care they need while finding payor resources many healthcare organizations may not have considered. 

Audience Experience LevelAdvanced, Intermediate, Beginner

 

 

Lightning Learning Lab Series 1

Wednesday, May 20 | 3:45 pm - 4:30 pm

 

Solving Price Transparency: How to Answer the Question, "What Will I Owe?"

Presented by Paul Shorrosh, AccuReg

Co-Presenter: Deborah Vancleave, Mosaic Health

Hospitals are under growing pressure from CMS and consumers alike to provide price transparency. But, how do you satisfy regulations while giving patients the actual price transparency they care about: accurate estimates of out-of-pocket costs. Learn how you can deliver highly accurate out-of-pocket cost estimates and collect more cash pre-service while increasing patient satisfaction.
Audience Experience LevelIntermediate

 

Leadership Development on a Dime - Tools to Identify Your Leadership Style

Presented by Elizabeth Reason, Lake Huron Medical Center

Learn about Leadership Style Assessment Tools - broad overview of both formal and information leadership style assessment tools, including free or low cost options. This session will include sample leadership style assessments that attendees can complete during the learning lab session, as well as an over view of more formal leadership style assessment tools and books that can be referenced after the learning lab session.

Audience Experience LevelBeginner

 

The Role of an RN in Patient Access*

Presented by Jessica Budri, Connecticut Children's
This presentation will review the contribution and success of implementing an RN within a Central Financial Clearance Department. RNs handle clinical questions, STAT authorization requests, letters of medical necessity, appeals, and/or peer-to-peers with medical directors at insurance companies. There is proven success that saving physicians time away from the bedside, results in an average of 96% success rate at overturning denials, and stronger communication with outpatient clinical areas. Learn how Connecticut Children's recently received CFO approval to implement a similar position in their Central Billing Office.
Audience Experience LevelAdvanced, Intermediate, Beginner

* This session is a Top 3 session and will be presented again on Friday, May 22nd.

 

What's in Your Member Toolbox? An Overview of NAHAM Member Benefits

Presented by NAHAM's Membership Committee

Audience Experience LevelAdvanced, Intermediate, Beginner

 

 

Learning Lab Series 2

Thursday, May 21 | 9:30 am - 10:45 am


Leadership: Pay It Forward

Presented by Cathy Pallozzi, Albany Medical Center

We have all learned what management should be. What about Leadership? In this interactive session, participants will explore their leadership ability as it defines their ability to inspire their teams and emulate attributes supporting your ability to be "invited to lead".

Audience Experience LevelIntermediate (mid-career and above) 

 

How to Use NAHAM's AccessKeys® to Foster a Problem-Solving Culture That Transforms Patient Experience*

Presented by Sue Plank, Goshen Health

Co-presenter: Paul Shorrosh, AccuReg

Does this sound familiar? Patient Access operates in the mind set of workarounds and re-work? Imagine replacing the "just do it" culture with a "problem solving" culture that is self-managed with KPI's. Access managers have the unique opportunity to foster an environment that supports high-performing teams, which in turn dramatically improves the experience patients have when they encounter those teams. Hear Goshen Health's success story and take home a vision with a blueprint on how move the needle from awful or average to good, better and best using NAHAM's AccessKeys®.

Audience Experience LevelIntermediate

* This session is a Top 3 session and will be presented again on Friday, May 22nd.

 

Financial Toxicity in Cancer Patients
Presented by Tobi Knight, SCL Health

Co-presenter: Annette Ehry-Ventura, SCL Health

Cancer Patients can struggle with the complexity of not only their disease, but the financial toxicity of the treatment. Join Tobi and Annette to learn how SCL Health has implemented a Financial Navigator in place of traditional Financial Counseling to assist their patients through the process of understanding their insurance coverage, partner with their clinical team to maximize their insurance plan and explore options through Pharma Copay Assistance programs and Foundation assistance programs.

Audience Experience Level: Advanced, Intermediate, Beginner

Changing the Tone of Patient Access at Floyd Health
Presented by Yolanda Miller, Floyd Health

Floyd Health will share its innovative strategy to ensure the quality of patient encounters in registration. Representatives are scored in 7 key areas, and monthly scores aggregate into annual reviews. Over an 18-month period, Patient Access improved its quality metric from 70 percent scoring a C or below, to 90 percent scoring an A. The team achieved this while exceeding collections goals. This session will review outcomes in patient experience, staff support, compliance, and more.

Audience Experience Level: Intermediate

 

 

Lightning Learning Lab Series 2

Thursday, May 21 | 11:00 am - 11:45 am

 

Leading From Within: How to Leverage Reflective Practice to Boost Your Leadership Skills*

Presented by Elizabeth Nix, Vanderbilt University Medical Center

Research shows that self-reflection is a critical component of effective leadership, yet many leaders do not dedicate time to this important practice. Reflection does not have to be time-consuming or labor-intensive and even small reflective sessions can have big results. After all, how can you change your team or your organization if you can't change yourself?

Audience Experience Level: Advanced, Intermediate, Beginner

* This session is a Top 3 session and will be presented again on Friday, May 22nd.

 

How Transparency Leads to Staff Engagement and Accountability

Presented by Cerene Willett, Health First

Co-presenter: Michelle King, Health First, Inc. 

Do you dread that time of year when delivering performance evaluations? This session will review a tool that can be used to ensure transparency and promote staff engagement and accountability. The rolling scorecard allows for no surprises for the employee, leads to open honest conversation, facilitates the performance review process for leaders, identifies opportunities, and empowers staff. Knowledge is power and numbers do not lie…a rolling scorecard allows a performance evaluation to remain objective and fair. Sample rolling scorecards will be given to all attendees.

Audience Experience Level:Beginner

 

Get Involved by Volunteering with NAHAM: Path to Leadership Session

Presented by the NAHAM Board

Audience Experience Level: Advanced, Intermediate, Beginner

 

Centralized Pre-Service Center

Presented by Kristen Peck, Valley Health

Audience Experience Level: Advanced, Intermediate, Beginner

 

 

Learning Lab Series 3

Thursday, May 21 | 1:30 pm - 2:45 pm

 

Innovative Approach to Leadership Operating Systems

Presented by Amy Trogdon, INTEGRIS Health

Co-presenter: Jenny Valcarce, INTEGRIS Health

This session introduces an innovated approach to daily communication from front line staff to executive levels using the iLOS or Leadership Operating System all in under an hour. The iLOS has six systems: Strategy Deployment, Visualization, Daily Improvement, Loop Closure, Problem Solving and Best Practice Sharing. Areas of focus will be placed on Huddle Boards, Standard Work, Standard Calendars and Worksite Reviews.

Audience Experience LevelAdvanced

 

Build a Bridge Between Hospital and Ambulatory Access and Revenue

Presented by Cindy Hagenow, Mercy

Co-presenter: Brandi McGinnis, Mercy

In an Epic environment, Mercy quickly learned that there needed to be some type of centralized group of individuals who served as the experts in insurance and registration to cross the bridge between hospital and ambulatory registrations and revenue. Mercy formed a team that manages not only many of the patient access errors that occur but also things like guarantor merges, privacy violations, and payer plan builds. The end result is a team of experts who work to ensure clean claims are generated because they are looking at any one registration/account from top to bottom and identifying any discrepancies in the patient's registration that could negatively impact revenue for either hospital or professional billing. Doing this allows for improved tracking and trending and identifying where technology can help us improve overall process.

Audience Experience LevelIntermediate


Setting a New Course: A Disruptive Approach to Revenue Cycle Operations!

Presented by John Woerly, Retired

This session will examine these emerging trends, discuss the need to truly DISRUPT our old operating model and be inventive in our approach to create a new Revenue Cycle model. Innovative use cases and case studies will be presented, and audience members will be invited to provide their approaches to meet and exceed consumer expectations. Participants will come away with a better understanding of emerging trends, potential opportunities that may exist within their own operations, and how to add even greater value within their organizations.

Audience Experience Level: Advanced

 

NAHAM AccessKeys® Session

Presented by Michelle Fox, Health First

Audience Experience LevelAdvanced, Intermediate

 

 

Learning Lab Series 4

Thursday, May 21 | 3:00 pm - 4:15 pm 

 

Right-Sizing Your Access Team Using the NAHAM FTE Calculator

Presented by Adrienne Stimson, UVAHealth

This session is designed to assist the learner with the process of right-sizing their Access team using the NAHAM FTE Calculator and other tools. This right-sizing approach includes: 
- Determining your FTE current state 
- Determining your FTE needs based on the NAHAM FTE Calculator 
- Gap Analysis 
- Developing your FTE request/staffing plan
- Gaining approval for your FTE request and staffing plan
- Implementing, monitoring, and continuously improving your plan
Lessons learned will be shared to facilitate the learning.
Audience Experience LevelIntermediate

 

Effective Patient Access Begins With Up-Front Pricing Transparency, But Does Not End There

Presented by Brianna Miller, AdventHealth
Price is often the dominant factor in patient decisions about when and where to seek care. Patient access professionals understand that transparent up-front estimates eliminate surprise billing and empower patients at a time when they are increasingly responsible for healthcare costs, leading to higher satisfaction ratings and optimized collections. This session will provide insights and real-world lessons to help attendees build a playbook for an effective automated, digital-first system that extends from pre- to post-service.

Audience Experience LevelIntermediate

 

Power of Patient Experience to Cultivate Loyalty

Presented by Shirley Gainer, Roane General Hospital

Co-presenter: Christopher Gallegos, Pelitas

These days businesses struggle with negative feedback which in turn, contributes to consumer and patient loyalty. Cultivating loyalty from the patient world can mean more or less positive results from reoccurring patient visits, new patient visits and retention of existing patients. During this interactive session, find out what your peers are doing to drive patient volume in their community with out of the box thinking, not the usual suspects! 

Audience Experience LevelAdvanced, Intermediate, Beginner

 

Access Academy

Presented by Stephanie Wagner, University Hospitals

Co-presenter: Denise Toth, University Hospitals

University Hospitals took a survey of their Patient Access employees last spring and asked for their ideas for what would make their work better. The number one most requested idea was a standardized, comprehensive training program for Patient Access. What you are about to experience is the culmination of decades of experience from their leadership team, as well as your colleagues in Patient Access and related departments, to give you the information and the tools that they need to do their very best for your patients, every day.

Audience Experience Level: Advanced, Intermediate, Beginner

 

 

Learning Lab 'Top 3' Series

Friday, May 22 | 9:00 am – 10:30 am

 

Leading From Within: How to Leverage Reflective Practice to Boost Your Leadership Skills

Presented by Elizabeth Nix, Vanderbilt University Medical Center

Research shows that self-reflection is a critical component of effective leadership, yet many leaders do not dedicate time to this important practice. Reflection does not have to be time-consuming or labor-intensive and even small reflective sessions can have big results. After all, how can you change your team or your organization if you can't change yourself?

Audience Experience LevelAdvanced, Intermediate, Beginner

 

The Role of an RN in Patient Access

Presented by Jessica Budri, Connecticut Children's

This presentation will review the contribution and success of implementing an RN within a Central Financial Clearance Department. RNs handle clinical questions, STAT authorization requests, letters of medical necessity, appeals, and/or peer-to-peers with medical directors at insurance companies. There is proven success that saving physicians time away from the bedside, results in an average of 96% success rate at overturning denials, and stronger communication with outpatient clinical areas. Learn how Connecticut Children's recently received CFO approval to implement a similar position in their Central Billing Office.

Audience Experience LevelAdvanced, Intermediate, Beginner

 

How to Use NAHAM's AccessKeys®  to Foster a Problem-Solving Culture That Transforms Patient Experience

Presented by Sue Plank, Goshen Health
Co-presenter: Paul Shorrosh, AccuReg

Does this sound familiar? Patient Access operates in the mind set of workarounds and re-work? Imagine replacing the "just do it" culture with a "problem solving" culture that is self-managed with KPI's. Access managers have the unique opportunity to foster an environment that supports high-performing teams, which in turn dramatically improves the experience patients have when they encounter those teams. Hear Goshen Health's success story and take home a vision with a blueprint on how move the needle from awful or average to good, better and best using NAHAM's AccessKeys®.

Audience Experience Level: Intermediate


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