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aIPAM Celebrates Patient Access Week 2014 & the Professionals that Lead the Way…

Katherine Murphy, CHAM, VP Rev Cycle Consulting

NAHAM Patient Access Week

www.naham.org

AGENDA

▪Patient Access skill set ▪The bond ▪Leadership ▪Success stories

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The Registrar’s Resume

Skills required:

Proficiency with Systems/technology Excellent communication Outstanding customer service Sales skills Medical Terminology Collections/Cashiering Quick problem-solving Independent decision-making Emotional Intelligence Knowledge of all payer requirements Ability to defuse confrontation Work in a team environment Knowledge of Government regulations Compassion Kindness ICD10

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MOST SIGNIFICANT IMPACT OF ANY DEPARTMENT

Patient Access

Clinical

Billing and follow up

Overall Patient Satisfaction and Organization Revenue

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First patient impression

Revenue Cycle Management

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HOW? - WHEN? - WHERE? We take cash, check or charge or ELSE!

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SUCCESS DEPENDS ON PEOPLE

▪ Avoid confrontation

▪ Communicate ▪ Be empathetic

▪ Be conscious/aware of others

▪ Find comfort in new uncomfortable zones

(when was the last time the Leadship collected a payment from a challenging customer?)

The Bond – The Leadership – The Stories

I didn’t sign on for this!

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So why are we scared about compliance and transparency?

No DX !

ST AT WHAT ?

No Name, No Date, No DOB, Dx?

Faster - Faster

F-A-S-T-E-R

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Dishing Up the next phase of Health Care Not so Easy

I’ll splane our silver burger plan

Your $ is safe with me. .15ct please

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ICD-10 Complexities…

Because…We did a bang-up job with ICD-9, didn’t we?

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END GOAL

Happy patients A healthy revenue cycle

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The nice thing about teamwork is that you always have others on your side.

Margaret Carty

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TEAMWORK

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You can do what you have to do, and sometimes you can do it even better than you think you can.

TEAMWORK

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Jimmy Carter

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LEADERSHIP

Management

• Motivate and Inspire • Empower • Incentivize • WALK THE TALK! Staff

• Servant leadership • Inspire each other • Smile

Tip: Does not have to be expensive. A little recognition goes a LONG way!

"The difference [between the leader-first and the servant-first] manifests itself in

the care taken by the servant-first to make sure that other people’s highest

priority needs are being served.”

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Robert K. Greenleaf, “The Servant as Leader,” 1970

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LEADERSHIP

© 2010 PASSPORTHEALTH COMMUNICATIONS INC. 12 3/21/2014 17

Just when I thought I had a bad day - Attitude is everything! (chicken soup is good for managers, too)

“Thanks once again for the opportunity to work at the leading edge of some very important products. Despite the challenges we face, the team manages to pull together to meet our customers' requirements, assess their desires and incorporate their input and feedback into the growth and expansion of what we do. “We are fortunate to have within our team individual strengths that counteract and eliminate each others' weaknesses, and serve to build a cohesive, productive business unit. With continued support of leadership and adequate resources, we should outperform and exceed expectations.”

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LEADERSHIP

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LEADERSHIP

Coming together is a beginning, staying together is progress and working together is success.

Henry Ford

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SUCCESS STORIES

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Patient greeter — Roxborough Memorial Hospital, Pa.

Dress code — Inova Alexandria Hospital, Va.

Monthly performance dashboards and reward certificates — St.Joseph Medical Center, Houston

Departmental shadowing and a "no-pointing" policy — Rochelle Community Hospital, Ill.

The “My job is YOU” card — Miami Valley Hospital, Ohio

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Everything is a customer service — Freeman Health System, Mo.

Going above and beyond — Crossgates River Oaks Hospital, Miss.

"Patient Information Sheet" — Touchette Regional Hospital, Ill.

Patient financial advocates — Sutter Solano Medical Center, Calif.

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SUCCESS STORIES

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THIS COULD BE YOURS

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Siri –What is the ICD10 code for “hit by Lightning while grilling Vienna Hot Dogs”?

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SUMMARY

Set the bar high ▪Recognize performance o Celebrate milestones o Post success stories

o Incentives

▪Be a Secret Shopper

o Catch people doing something wonderful!

▪Tell others what makes Patient Access special

Share your stories!

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© 2010 PASSPORTHEALTH COMMUNICATIONS INC. 13 3/21/2014 24

Thank you for celebrating Patient Access week with your Cherished Staff!

aIPAM appreciates YOU and we are delighted that you chose such a challenging but rewarding profession

Happy Patient Access Week!