May 15 -18, 2013

Hyatt Regency Atlanta

Atlanta, GA

a brave new world of patient access

wayleadingthe

39th Annual Educational Conference & Exposition

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Join us at NAHAM’s 39th Annual Educational Conference & Exposition, May 15 – 18, 2013 in Atlanta, Georgia! NAHAM’s annual conference is the premier educational event in patient access services, providing the latest information on a variety of topics critical to the important role of patient access services in healthcare.

We are proud to present two dynamic keynote speakers and more than 25 learning labs on a range of timely topics essential to patient access services. Our 39th Annual Educational Conference & Exposition also features poster presentations, pre-conference symposia including NAHAM University and an entire symposium dedicated to customer service, and top suppliers ready to share with you all of the latest products and services important to patient access services in our Access Solutions Marketplace.

Attendees will have many opportunities to network and exchange ideas and information with colleagues. The pre-conference sessions, regional meetings, first-timer’s orientation, opening reception, and the many learning labs are all great opportunities to interact with colleagues and increase your knowledge in the areas essential to patient access services.

Atlanta is a vibrant city with a rich history, and a wonderful destination for the whole family. Bring your family and combine the NAHAM 39th Annual Educational Conference & Exposition with a fun spring vacation.

A Brave New World Of Patient AccessLeading the Way

It’s a Green Conference!To conserve valuable natural resources, workshop session materials will be accessible to all conference registrants via www.naham.org/conference from May 1 to July 1, 2013. Registrants paid in full will be provided instructions to access speaker presentations that they may download and print. Our conference materials will use recycled paper and attendees will have access to the hotel’s recycling systems.

Twenty two (22) contact hours are available at the 39th Annual Conference.

Registered nurse attendees seeking nursing contact hours through this conference must indicate such on the registration form and pay a $25 fee.

Table of Contents

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Wednesday, May 15

8:30 a.m. – 12:30 p.m.NAHAM Board of Directors Meeting (closed session)

8:30 a.m. – 9:00 a.m.CHAM and CHAA Examination Registration

9:00 a.m. – 11:30 a.m.CHAM and CHAA Examinations

12:00 p.m. – 2:30 p.m.NAHAM University

2:45 p.m. – 5:00 p.m.Customer Service Symposium

5:15 p.m. – 6:15 p.m.NAHAM Committee Meetings

Thursday, May 16

6:30 a.m. – 7:30 a.m.Wake-Up Walk

7:45 a.m. – 8:45 a.m.First Time Attendee and New Member Breakfast

9:00 a.m. – 11:00 a.m.Opening General Session: Stacy Nelson

11:00 a.m. – 12:00 p.m.Regional Meetings

12:00 p.m. – 1:15 p.m.Industry-Sponsored Symposia

1:30 p.m. – 2:45 p.m.Learning Lab Series I**

3:00 p.m. – 4:15 p.m. Learning Lab Series II**

4:15 p.m. – 5:00 p.m.Poster Board Presentations

4:45 p.m. – 6:00 p.m.Stress-Free Zone

6:00 p.m. – 8:30 p.m.Opening Welcome Reception

Schedule-at-a-Glance* *Preliminary – subject to change

**These Learning Lab series provide nursing continuing education contact hours

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Friday, May 17

6:30 a.m. – 7:30 a.m.Wake-Up Walk

7:30 a.m. – 8:45 a.m.Industry-Sponsored Symposia

9:00 a.m. – 11:30 a.m.When Disaster Strikes: Disaster Preparedness General Session & Membership Meeting

11:45 a.m. – 2:00 p.m.Lunch in the Exhibit Hall/Meet the Vendors

2:15 p.m. – 3:30 p.m.Learning Lab Series III**

3:45 p.m. – 5:00 p.m.Learning Lab Series IV**

5:30 p.m. – 7:00 p.m.Atlanta Reception and Awards

Saturday, May 18

6:30 a.m. – 7:30 a.m.Wake-Up Walk

7:30 a.m. – 9:30 a.m.Breakfast in Exhibit Hall/Raffles

9:45 a.m. – 11:00 a.m.Learning Lab Series V**

11:00 a.m. – 11:15 a.m.Beverage Break

11:15 a.m. – 12:30 p.m.Closing General Session: Ryan Estis

12:45 p.m. – 2:30 p.m.NAHAM Board Meeting (closed session)

Schedule-at-a-Glance*

**These Learning Lab series provide nursing continuing education contact hours

*Preliminary – subject to change

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Holly Hiryak, CHAM, Committee Chair

Patti Consolver, CHAM

Pam Carlisle, CHAM

Suzan Lennen, CHAM

Becky Holman, CHAM

Paula Pruett, CHAM

Stacy Collins, CHAM

Carmen Voelz, CHAM

Kandy Swanson, CHAM

Michelle Gray, CHAM

Jo Ann Tomes, CHAM

Terry Zimmerman, CHAM

Danielle Day, CHAM

Janet Hildreth, CHAM

Ramon Velez, CHAM

Stacy Calvaruso, CHAM

Yvonne Chase, CHAM

Leslie Wells, CHAM

Linda Mackey, CHAM

Rebecca DiRocco, CHAM

Shauna Wardrop, CHAM

Tammy Stone, CHAM

Michelle Farrell, CHAM

Dewanda Wilson, CHAM

Judy Moore, CHAM

Brenda Sauer, CHAM

Jeff Brossard, CHAM

Kathy Tuttle, CHAM

Cathy Pallozzi, CHAM

Joy Everson, CHAM

2013 Conference Program Committee

NAHAM Board of DirectorsPresidentJeff Brossard, CHAM Patient Access Director Mercy Hospital – Springfield Springfield, MO

Vice PresidentBrenda Sauer, CHAM Director New York Presbyterian Hospital New York, NY

Immediate Past President and 2013 Conference Chair Holly Hiryak, MNSc., RN, CHAM Access Director Ambulatory Services UAMS Medical Center Little Rock, AR

Secretary Tammy Stone Director Presbyterian Hospital of Denton 3000 I-35 N. Denton, TX 76201

Treasurer Catherine Pallozzi, CHAM Director, Patient Access Albany Medical Center Albany, NY

Certification Commission ChairElizabeth Reason, CHAM Patient Access Director Bay Regional Medical Center Bay City, MI

Membership Committee Chair Jeff Ferrell, CHAA, CHAM Senior Consultant Siemens Healthcare Malvern, PA

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NAHAM Board of Directors (cont’d)Policy Development/Government Relations Committee Chair Michael Sciarabba, CHAM Director, Patient Access Services Advocate Illinois Masonic Medical Center Chicago, IL

Publications Committee Chair Tony Lovett, CHAM Process Manager Conifer Health SolutionsCypress, TX

Education Committee Chair Terri Cheeks-Rice Revenue Cycle Trainer St. Vincent Health Indianapolis, IN

Special Projects Committee Chair Yvonne A. Chase, CHAM Section Head Patient Access & Business Services Mayo Clinic Arizona Phoenix, AZ

Executive Delegate and Central Regional Delegate Rebecca Holman, CHAM Patient Access Manager St. John’s Health System Springfield, MO

Midwest Regional Delegate Suzan Dillery, CHAM Manager, Patient Access St. Vincent Anderson Regional Hospital Anderson, IN

Southeast Regional Delegate Paul Shorrosh, CHAM President, Database Solutions, Inc. Mobile, AL

Southwest Regional Delegate Patricia Consolver, CHAM Corporate Director Texas Health Resources Arlington, TX

Northeast Regional Delegate Teri Bell Patient Access Manager Bassett Medical Center Cooperstown, NY

Northwest Regional Delegate Donna Aasheim, CHAM Director, Patient Access Services Univ. of Washington Medical Center Seattle, WA

Ex-OfficioGeneral CounselMichael J. Taubin, Esq. Partner Nixon Peabody LLP Jericho, NY

NAHAM AmbassadorMaxine Wilson, CHAM Clinton, TN

Executive DirectorMike Copps NAHAM Headquarters Washington, DC

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NAHAM UniversityWednesday, May 1512:00 p.m. – 2:30 p.m.

For participants from academic and non-academic healthcare facilities!

Kick off your conference experience by matriculating in NAHAM University to engage in lively, dynamic discussions with your peers on wide-ranging topics suggested by participants during pre-session planning. This course is guaranteed to generate stimulating conversation and provide an unsurpassed platform to discover solutions to the issues facing your facility.

Designed for patient access managers in both academic and non-academic healthcare facilities, NAHAM University is a unique forum that provides multiple perspectives on hot issues and will prepare you to return to your hospital with great ideas to drive improvement in key areas.

The curriculum at NAHAM University is up to you! Individuals who pre-register will be contacted before the conference by “Dean” Pete Kraus, Business Analyst at Emory University, to determine the issues important to your role at your hospital and the questions you want to ask. Attending NAHAM University qualifies you for 2.5 NAHAM contact hours, so register today and prepare for a great collaborative learning opportunity.

Separate registration fee applies. Lunch is included and will be provided starting at 11:30 a.m.

Customer Service SymposiumWednesday, May 152:45 p.m. – 5:00 p.m.

Join us for this special pre-conference symposium, bringing together leaders from a variety of perspectives to examine the challenges and opportunities related to customer service. We have assembled the top-ranked presenters from the learning lab submissions to provide you with this opportunity to hear multiple viewpoints and ask the questions that will help you improve customer service at your hospital.

Separate registration fee applies.

Pre-Conference Symposia

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Opening General Session – Sponsored by SCI Solutions, Inc.: Stacy NelsonThursday, May 169:00 a.m. – 11:00 a.m.

Bringing more than 38 years of experience to the VitalSmarts Facilitator Faculty, Stacy D. Nelson is a highly respected trainer who delivers Crucial Conversations®, Crucial Confrontations, and Influencer Training to organizations across the globe. Specializing in healthcare and leadership effectiveness, Stacy helps individuals, teams, and organizations increase organizational effectiveness, achieve bottom-line results, and become measurably more vital.

A Master Certified Trainer in Crucial Conversations, Crucial Confrontations, and Influencer Training, Stacy has extensive experience introducing and teaching these crucial skills to major organizations including BMW, Nortel, Allstate, the IRS, Massachusetts General Hospital, Loma Linda University Medical Center, and Walt Disney Company. Clients continually praise Stacy for his ability to help them achieve hard-hitting results in the areas where they need it the most. A recipient of the Zapara award for excellence in teaching, Stacy consistently receives accolades for his charismatic presentation style and highly effective training design. His experience, coupled with an engaging presentation style, has clients asking for his return again and again.

Respected in the healthcare industry, Stacy worked with Dr. James Rippe, a Harvard-trained cardiologist, in the development of a nationally recognized executive health assessment at Celebration Health.

Closing General Session: Ryan EsitsSaturday, May 1811:15 a.m. – 12:30 p.m.

Ryan Estis’ message is a compelling crusade on corporate culture, communication, change and preparing to thrive in the ultra-competitive, hyper-connected environment we now know as the new normal. Ryan approaches the platform prepared to impact the world of work and employee/customer evangelism with powerful ideas, case study examples, in-session action planning and energy that makes the moment memorable enough to ensure meaningful outcomes. Ryan blends storytelling from his own personal experiences as a Fortune 500 Chief Strategy Officer with leading research to offer relevant content. He is the author of the popular blog passiononpurposeblog.com.

This keynote experience will review the essence of cultivating a high engagement, high performance work culture and challenge conventional leadership philosophy with emphasis on innovation and strategy that offers the audience ‘actionable content’ to impact the organization immediately.

Keynote Presentations

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Concurrent Learning Lab Series

The 39th Annual Educational Conference & Exposition has five Concurrent Learning Lab Sessions, which include more than 25 workshops covering a diverse array of topics.

Thursday, May 161:30 p.m. – 2:45 p.m.

Thursday, May 163:00 p.m. – 4:15 p.m.

Friday, May 172:15 p.m. – 3:30 p.m.

Friday, May 173:45 p.m. – 5:00 p.m.

Saturday, May 189:45 a.m. – 11:00 a.m.

ACO: What Your Facility Needs to Know

Patient Access & HCAPS - Building a Gatekeeper Model for Improved Patient Experience Scores

From Where I Sit - A Front-line Perspective of the Patient Access Pre-encounter Process Including Scheduing, Pre-Registration, and Financial Clearance

Accomplishing Cultural Change within your Emergency Department: A Success Story

Staff Accountability: How Employee Productivity and Knowledge Increase as a Byproduct of Patient Access Technology

Are You “Leading the Way”? You Are Not a Leader if No One is Following You!

Proud and Professional - High Performance Front End Patient Access Services

Pre-Service Financial Counseling: Taking Cash Collections to the Next Level

Two Birds with One Stone - Improving Patient Wait Time and Satisfaction at the Same Time

Medicare Secondary Payer Questionnaire (MSPQ) Best Practices

POS Collections: Changing the Culture at Oconee Medical Center

Implementing and Sustaining a Competency Assessment based Career Ladder in Patient Access

Patient Access Education & Training

Unsolved Mysteries: Healthcare Reform and Consumers - Why Are We So Sick?

Patient Flow Management: 6-Step Proven Methodology

Journey to a World of Exceptional Patient Experience

Best Practices in POS Collections

11 Hospital System Saves Millions Implementing Custom, Automated Labor Management Solution

Swim in Your Lane: A Staffing Plan for Access Centers

Bravely Addressing Disputed Claims

Eligibility Verification: Advanced Techniques to Reduce Denials and Improve Flow

Patient Identity Integrity

in a Brave New World

Awakening the Sleeping Giant: How Technology will Elevate the Effectiveness and Visibility of Patient Access

Streamlining Patient Self-Service Using Kiosks

Best Practices for Optimizing Patient

Payment Processes

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Learning Lab Series IThursday, May 161:30 p.m. – 2:45 p.m.

ACO: What Your Facility Needs to KnowP ELynn Arrington, CHAM, Manager Texas Health Resources, Arlington, Texas

Alyssa Corallo, CHAM Texas Health Resources, Arlington, Texas

Texas Health Resources recently partnered with North Texas Specialty Physicians to form a North Texas ACO. This session will explain how to prepare your facility for the ACO process, how to partner with patients and third-party payers to improve health, and how to correctly identify ACO members by integrating them in the registration pathways.

Are You “Leading the Way”? You Are Not a Leader if No One is Following YouP E FJeff Brossard, BSHA, CHAM Patient Access Director, Mercy Hospital Springfield, Springfield, Missouri

This session will explain the difference between leadership and managing, comparing and contrasting characteristics of effective leadership/non-effective leadership. Faculty will define/introduce “Servant Leadership” and the changing staff mentality from task-oriented and process-driven to results-oriented and goal-driven.

POS Collections: Changing the Culture at Oconee Medical CenterF

Donna Smith, BA Director, Patient Financial Services, Oconee Medical Center, Seneca, SC

Gary Patterson, BSP MPA - Manager, Advisory Solutions, MedAssets

Learn about the challenges facing Oconee Medical Center’s efforts to collect in a recession economy and review recommendations for increasing collections and new opportunities. Faculty will illustrate a collections training program, performance metrics and leadership follow-up activities while explaining the importance of increasing patient access staff’s knowledge of revenue cycle and understanding the role of point-of-service collections. Hear successes, failures and lessons learned during the project and review project results and current status.

Journey to a World of Exceptional Patient ExperienceP E FVicki Dunlap, BA Patient Access Supervisor, Sacred Heart Health System, Pensacola, Florida

Winston Henderson Lead Patient Access Operations Coordinator, Sacred Heart Health Systems

This session will explain the nationwide Patient Hospital Experience Initiative, its impact on patient access, and how to become an asset to your health system. Faculty will define the role technology will play in the evolution and future of patient access services and discuss the importance of accountability for robust performance and ways to achieve positive results. Attendees will be able to apply emerging knowledge from proven performance measures to create a culture of increased patient satisfaction, increased associate satisfaction, and increased revenue.

Areas of FocusPre-Encounter Encounter Future Development P E F

Concurrent Learning Lab Series Schedule

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Eligibility Verification: Advanced Techniques to Reduce Denials and Improve FlowP EDebbie Kirby Project Manager, DCS Global Systems, Inc, Plano, TX

Minimum levels of eligibility verification are no longer acceptable. In this session, faculty will develop a roadmap for using advanced techniques to reduce denials, increase POS collections, and create custom edits and rules to drive complex multi-insured/Medicare HMO accounts. Attendees will learn how to develop a reporting strategy to address various issues around Medicare HMO, self-pay/Medicaid, and more.

Learning Lab Series IIThursday, May 163:00 p.m. – 4:15 p.m.

Patient Access & HCAPS: Building a Gatekeeper Model for Improved Patient Experience ScoresP E FCynthia Etten, CHAM Manager - Patient Access, University of Toledo Medical Center, Toledo, Ohio

During this session, attendees will evaluate and review HCAPS questions and their application to the Patient Access/Revenue Cycle team. Faculty will discuss methods to educate and implement a culture of responsibility and ownership among front line staff as it relates to patient experience. The session will discuss the gatekeeper approach to excellence from the pre-service through discharge, and recommend scheduled evaluation and evolution tools for continued readiness, growth, and sustainability.

Proud and Professional: High-Performance Front-End Patient Access ServicesF

Sandra Manley, Certified Medical Practice Executive

Director of Patient Access Services, Bassett Healthcare Network,

Cooperstown, New York

Concurrent Learning Lab Series ScheduleThe model presented in this session successfully adapts another high performance model to front end process, achieving remarkable results in productivity, accuracy and other metrics. The outcome of applying this model has been dramatic changes in staff satisfaction, turnover, and pride.

Implementing and Sustaining a Competency-Assessment-Based Career Ladder in Patient AccessF

Bridgette Murray, BSN, MBA, CHAM Associate Director, Patient Access, UT MD Anderson Cancer Center, Houston, Texas

Connie Longuet, MBA, MHA, CHAM Director, Patient Access, UT MD Anderson Cancer Center, Houston, Texas

Get inside the methodology of developing a competency assessment program. In this session, faculty will define the steps to implement a competency assessment program, and attendees will discuss steps for sustaining a program in their facilities.

Best Practices in POS CollectionsP EJonthan Wiik, MSHA, MBA Chief Revenue Officer, Boulder Community Hospital, Boulder, CO

Learn how to create a collections culture by developing workflows and accountability to the process. Attendees will learn how to measure and sustain POS collections, anticipate market trends, and understand the tools and techniques used in POS collections.

Patient Identity Integrity in a Brave New WorldNancy Farrington, CHAM, MBA Main Line Health System, Broomall, PA

David Batchelor, M2SYS

Michael Trader, M2SYS

Hear faculty describe the impact that the lack of patient identity integrity has on patients, physicians, regulatory compliance, and the cost of healthcare. Faculty will then discuss the role of Patient Access Leadership in monitoring and improving patient identification integrity and describe the latest identity solutions through Smart Card technology. Attendees will learn about successful use of smart cards through case studies, and strategies to prevent patient misidentification using biometrics.

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Learning Lab Series IIIFriday, May 172:15 p.m. – 3:30 p.m.

From Where I Sit: A Front-Line Perspective of the Patient Access Pre-Encounter Process Including Scheduing, Pre-Registration, and Financial ClearanceP Sandra Clay-Hillyard, CHAM, MS, BS Director of Patient Access, Lowell General Hospital, Lowell, MA

Nicole Betty, CHAA Lowell General Hospital

This session will define a Call Center and a “Schedustar,” while evaluating the Pre-Service Model and outlining the Pre-Service Workflow. Faculty will identify touch-points to successfully transition patients to their appointment.

Pre-Service Financial Counseling: Taking Cash Collections to the Next LevelP E Katie Harwood, CHAM Manager, Patient Financial Services, Patient Access, University of Utah Healthcare, Salt Lake City, UT

James Carey Manager, Patient Access, University of Utah Healthcare, Salt Lake City, UT

Adrienne Christiansen Manager, Business Services, University of Utah Healthcare, Salt Lake City, UT

Hear about the importance of pre-service cash collections performed by Financial Counseling for self-pay and patient responsibility after insurance. Faculty will address how to establish policies and procedures to support the function of cash collections and discuss the benefits to the organization and the patient. Attendees will learn the work flow that organizations follow to enable to collection of patient responsibility either before or at

the time of service. The session will also discuss the future of pre-service or

point-of-service collections.

Patient Access Education & TrainingP Wendy Roach, RDMS Manager, Patient Access & Central Scheduling, Advocate Good Shepherd Hospital, Barrington, Illinois

This session will discuss the foundations of Patient Access, explaining the importance of education while identifying and explaining training and educational ideas. Faculty will define the average attention span and illustrate how to retain it, while educating attendees on key factors that are important in developing training materials and proposing ways to enhance creativity.

11 Hospital System Saves Millions Implementing Custom, Automated Labor Management SolutionP FKevin Schwedhelm, MSN, RN Chief Nurse Executive, Alegent Creighton Health, Omaha, NE

Jackie Larson Vice President, Advantas, Omaha, NE

Create a strategic labor management strategy that implements industry proven best practices. In this session, faculty will explain the link between scheduling accuracy, forecasting patient volumes and predictive analytics and how those key elements help reduce labor costs while improving patient care. Following the session, attendees will be able to identify the necessary components for implementing an enterprise scheduling system that ensures the appropriate resources are available to provide quality care.

Awakening the Sleeping Giant - How Technology will Elevate the Effectiveness and Visibility of Patient AccessP E FPaul Shorrosh, MBA, MSW, CHAM SE Regional Delegate for NAHAM, CEO & Founder, AccuReg Patient Access Solutions

Patient Access technologies are evolving to produce a higher rate of financially cleared, accurate, clean accounts to the billing department. Learn how technology is changing the way Access employees work, learn and perform. Attendees will learn about new management tools to help Access Managers promote best practices, measure performance and demonstrate value. The session will also show Key Performance Indicators (KPI’s) being developed for Patient Access and how they correlate to Revenue Cycle KPI’s.

Concurrent Learning Lab Series Schedule

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Learning Lab Series IVFriday, May 173:45 p.m. – 5:00 p.m.

Accomplishing Cultural Change within your Emergency Department: A Success StoryP E Jamey Levis, CHAM, CPAT, CCT Manager, Patient Access, Connecticut Children’s Medical Center, Hartford, CT

How do organizations create cultural change? This session will explore the story of cultural changes made in the Emergency Department at Connecticut Children’s Medical Center, and share their successes and failures. Faculty will discuss the need for collaboration with clinical areas and provide advice to managers facing similar issues. The session will provide samples of QA and training tools used, and speak to the overall success of implementation.

Two Birds with One Stone - Improving patient wait time and satisfaction at the same timeP Lance Mills, BBA Regional Sales Manager, DCS Global Systems, Inc, Plano, TX

Learn how to measure and manage patient wait time during various phases of registration, and understand the wait time metrics and how to use them to address key issues. Faculty will discuss the use of pagers to engage and keep track of patients, while using real-time intervention for patient issues around wait times and general dissatisfaction with process.

Unsolved Mysteries: Healthcare Reform and Consumers — Why Are We So Sick?P E FKatherine Murphy, B.A. Certified Healthcare Access Management, Vice President Revenue Cycle Consulting, Passport Health Communications, Inc, Franklin, TN

Concurrent Learning Lab Series ScheduleJennifer Lucas RN, MS Nursing Loyola University

What does healthcare reform mean to Providers? This session will evaluate the many choices consumers must make in the quake as healthcare costs rise and coverage decreases. The session will also explore how Patient Access may be affected by Insurance Exchanges and Quality Scores. As reduction of benefits and life style decisions impact across the horizon, find answers to the question: Why Are We So Sick?

Swim in Your Lane: A Staffing Plan for Access CentersF

Elaine Purdy, M. Ed, MBA Access Manager, Vanderbilt University Medical Center, Franklin, TN

Bryce Sillyman, M.H.A. Vanderbilt University Medical Center

Gain insight into the set-up of Access Center operations and the challenges of staffing a call center. Faculty will explain how to assess staffing needs and optimize staffing to control costs, reduce errors and provide a high grade of service. Attendees will learn how to analyze call volume and set parameters for meeting the desired service level for call center operations, while collecting and analyzing data to forecast staffing requirements. Attendees will also learn how to develop a staffing plan based on forecasted data.

Streamlining Patient Self-Service Using KiosksP Amber Harris, CHAM, BSBA System Director, Patient Access Services, Integris Health, Oklahoma City, OK

Understand how kiosks ease the patient check-in process, and learn about the various options available in kiosk technology (stand-alone, desktop, tablet, etc.). Faculty will identify the various locations and process steps into which kiosks can be integrated (lobby, bedside, etc). Attendees will understand the implications of using kiosks to registration pathways and how to use the implementation of kiosks as a driver to re-engineer the patient check-in and registration process.

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Learning Lab Series VSaturday, May 189:45 a.m. – 11:00 a.m.

Staff Accountability - How Employee Productivity & Knowledge Increase as a By-product of Patient Access TechnologyP E Kelly Allen Manager Patient Registration, Patient Access Manager, St. Joseph’s/Candler, Savannah, GA

Ann Harte, BS St. Joseph’s/Candler

Learn all about Continuous Process Improvement (CPI) and how patient access technology can enable it. Attendees will review how to identify areas where training is needed using survey and assessment tools, and how to create a variety of assessment and test instruments to address improvement needs. Increase accountability by tracking results and pinpointing skill improvement areas, and implement a closed loop process improvement initiative to increase knowledge and accountability.

Medicare Secondary Payer Questionnaire (MSPQ) Best Practices P Melanie Wilson Senior Director, Onsite Patient Access, Novant Health Systems, Winston-Salem, NC

Kevin Willis Director, Medicare Operations, Claim Services Inc, Harrison, OH

This session will examine the effective use of MSPQ during the patient access process. Attendees will understand the implications of MSPQ requirements to the patient access experience, identify and apply the guidelines for when to use the MSPQ and learn how to integrate the MSPQ completion into the patient access process seamlessly.

Attendees will also examine ways to identify and resolve patient accounts

where MSPQ was not completed and understand the audit impact of

MSPQ incompletions.

Patient Flow Management: 6-Step Proven MethodologyP E FAnna Pappas, BA Solutions Director, Qmatic Corporation, Northbrook, Il.

This session will process map the entire Patient Flow Process, and help attendees understand the importance of each step of the patient process from pre-arrival to end-of-service. Faculty will address the patient demographics of each step of the process and why they are important to achieving patient satisfaction as measured by increasing Press Gainey scores. The session will help participants understand and apply patient demographics in choosing the right technology tools at the right time and place.

Bravely Addressing Disputed ClaimsF

John Woerly, MSA, BS, CHAM, FHAM Senior Manager, Accenture, Carmel, Indiana

Learn the various definitions of disputed claims (underpayments, overpayments, technical and clinical denials, RAC audits, etc.) and examine leading practice mechanisms to identify, prevent, recover and report disputed claims. Faculty will review methods to establish a successful program, including: conceptual design; organizational framework; technology enablers; and deployment strategy. Attendees will also learn other successful operational ideas from other participants during a group discussion.

Best Practices for Optimizing Patient Payment ProcessesP E April York Senior Director, Acute Patient Financial Services, Novant Health, Winston-Salem, NC

Steve Millhouse Experian Healthcare

Discover how to analyze healthcare industry trends to make important revenue cycle decisions that impact your healthcare organization. Attendees will learn best practices for reducing return mail by verifying a patient’s identity and correcting data discrepancies. Faculty will identify tactics, such as segmenting patient accounts, that optimize collection treatment strategies. Hear how to develop processes to assist in identifying patients eligible for financial assistance and classifying accounts as charity prior to transitioning them to bad debt.

Concurrent Learning Lab Series Schedule

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Conference Information

Special Events

Learning LabsWe are pleased to offer you the opportunity to select from a wide variety of learning labs (educational workshop sessions). These presentations are all intended to be free of commercial bias and are monitored to assure compliance.

Industry-Sponsored SymposiaNAHAM has offered our business partners and other industry friends the opportunity to highlight their products and services, present data, and provide product demonstrations during industry-sponsored symposia. Speakers in these sessions are free to provide commercial presentations about their company’s products and services, present technology demos, and provide you the opportunity for hands-on testing of various applications. Industry-sponsored symposia will be held during lunch hours on Thursday, May 16 and breakfast on Friday, May 17. Please check the final program for details.

Access Solutions Marketplace The NAHAM Access Solutions Marketplace continues to be the premier showcase for exhibitors to display their latest products and describe their services targeted to the needs of patient access services. This will be NAHAM’s largest Marketplace ever, and also will serve as the location for the opening welcome reception and other events. Meet with our vendors and return to your healthcare facility armed with solutions to improve operations and increase efficiency.

NAHAM Committee MeetingsWednesday, May 155:15 p.m. – 6:15 p.m.

NAHAM committees serve our members by focusing on important areas of concern to healthcare access management professionals. Each committee will meet to discuss activities and plans for the upcoming year. The meetings are open to all conference attendees, especially those who wish to become more involved in the leadership and direction of NAHAM.

There is no obligation to serve on a committee, so stop by and learn what our volunteers do to serve their fellow members. Who knows, maybe you’ll be motivated to volunteer!

First Time Attendee and New Member Breakfast Sponsored by Cardon HealthcareThursday, May 168:00 a.m. – 9:00 a.m.

Whether you are a new NAHAM member or this is your first annual conference, start your conference experience at the First Time Attendee and New Member Breakfast, hosted by the NAHAM Board of Directors and the NAHAM Membership Committee. Enjoy continental breakfast during this prime opportunity to meet new friends, interact with your peers, and participate in fun networking activities. This is the perfect opportunity to kick off your conference experience. We hope to see you there!

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NAHAM Regional MeetingsThursday, May 1611:00 a.m. – 12:00 p.m.

One of the most challenging aspects of participating in a large national conference is meeting fellow members and attendees from your area. To help facilitate this process, NAHAM will have regional meetings. Each region’s delegate will lead a meeting for attendees from their respective geographic area to discuss regional issues, upcoming events and more. This is a great opportunity to meet your fellow conference participants and become more involved with patient access and NAHAM on a local level.

Stress Free Zone Sponsored by SCI Solutions, Inc.Thursday, May 164:45 p.m. – 6:00 p.m.

Take a break and mingle with colleagues while taking this opportunity to get a free massage and relieve some stress!

Opening Welcome Reception Sponsored by SCI Solutions, Inc.Thursday, May 166:00 p.m. – 8:30 p.m.

Join us at the Access Management Solutions Marketplace for the opening welcome reception. Take this opportunity to meet with the exhibiting companies, reconnect with friends, and make new acquaintances. NAHAM will provide food and beverages, while you meet with vendors ready to show you the latest products and services related to patient access.

Recognition of the 2012-2013 CHAM and CHAA ClassJoin us in recognizing the newest Certified Healthcare Access Managers (CHAM) and Certified Healthcare Access Associates (CHAA). New CHAMs and CHAAs (those earning their certification either at or after last year’s annual conference in May) will enjoy the spotlight as they walk across the stage at the Awards Reception on Friday, May 17. New CHAMs and CHAAs must register for this on the conference registration form. Celebrate the success of the latest class of those who have demonstrated their knowledge and successfully passed our national credentialing examinations.

Special Events (Cont’d)

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Important Registration Information

Discounted Pre-RegistrationsAttendees who pre-register by March 8, 2013 (postmark date) qualify for the discounted rate. Fees increase after March 8, 2013.

CancellationsCancellations must be received in writing and postmarked no later than March 8, 2013. No refunds can be made for cancellations received after March 8. Please fax cancellation requests to the attention of NAHAM Registration at (202) 367-2173 and retain a copy of your successful fax transmission report or email them to registration@naham.org. NAHAM will refund registration fees paid, less a $50 administrative fee for each cancellation received by this date. Substitutions may be made at any time, but must be submitted in writing.

Special NeedsAll conference facilities are accessible to persons with disabilities. NAHAM will work with conference participants to assist in the accommodation of special needs. In order for NAHAM to be of assistance, persons with disabilities who require special assistance, or who need specially-equipped hotel rooms, must advise both NAHAM and their hotel in writing no later than March 15, 2013.

Your request should include complete contact information, including a daytime phone number and e-mail address. All requests must be sent to info@naham.org or faxed to (202) 367-2125.

NAHAM will attempt to respond to requests received after the March 15, 2013 deadline, but any accommodation requested after this date will be at the requester’s sole expense.

Conference AttireAttire at the NAHAM conference is business casual. Temperatures in hotel meeting rooms vary and are sometimes difficult to adjust. We recommend that you bring a sweater or jacket so you can be most comfortable.

Register online today at www.naham.org/conferenceRegistrations cannot be processed without full payment. Full registration with appropriate payment grants registrant access to all sessions, meetings, meal functions, and social events.

One-day registration is also available; however, attendees wishing to register for two or more days are required to register at the prevailing full conference rate.

A check, money order, or credit card information must accompany all registrations. If faxing your registration form with credit card, please do not additionally mail the original as this may result in duplicate charges to your credit card. It is strongly recommended that you make a copy of your completed registration form for your records.

Qualifying group registrations will receive a 10 percent registration discount. For group registration discounts, please complete the group registration form.

For questions related to registration, please telephone (202) 367-1173 or e-mail registration@naham.org.

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Accommodations: Hyatt Regency AtlantaHyatt Regency Atlanta 265 Peachtree Street NE Atlanta, GA 30303 (404) 577-1234

The newly redesigned Hyatt Regency Atlanta recently underwent a $65 million transformation. The shimmering 22-story award-winning hotel puts the treasures of the city at your feet. Stroll to downtown Atlanta attractions including Peachtree Center Mall, Georgia Aquarium, Georgia World Congress Center, AmericasMart, CNN Center, Phillips Arena and Georgia Dome.

Treat yourself to true southern hospitality in this luxurious hotel. Fall in love with Savannah Shrimp with grits, or Cream of Georgia Pecan Soup at Sway, the hotel’s eclectic new dining establishment serving traditional southern dishes with a modern twist. Discover signature service, popular restaurants and a prime location at Hyatt Regency Atlanta, truly a rare gem among downtown luxury hotels.

Hotel and Travel Information

Why you should stay at the Hyatt Regency Atlanta

•Competitive Rates – Negotiated hotel rates tend to be less expensive and restrictive than those found on the internet.

•Convenience – All conference events are held in the hotel, and there are multiple dining options available on site. You will be able to easily network with other attendees and get easily to and from sessions.

•Help Keep Costs Down – Based on the number of rooms booked in NAHAM’s block of rooms, the hotel provides complimentary or reduced rates for meeting room space, staff accommodations, and food and beverage charges. These savings are passed onto attendees and exhibitors through reasonably priced exhibit and registration fees.

Hotel Reservation InformationAttendees are responsible for making their own room reservations directly with the Hyatt Regency Atlanta. We recommend making your reservations for accommodations early to guarantee your room at NAHAM’s negotiated discounted rates. Rates are valid from May 13 to 20, 2013, and exclude sales and occupancy tax.

Rates$159 single or double May 13 to 20, 2013. Note that rates are exclusive of sales and occupancy taxes.

The reservation cut-off date is April 23, 2013. We are not able to guarantee that our block of rooms will not sell out prior to this date—therefore, early reservations are recommended.

You may reserve your accommodations online at www.naham.org/conference. There is a link to the online reservation form on the conference home page. There is also information on the conference home page if you would like to call-in and make your reservation.

When making reservations, be certain to mention the NAHAM 39th Annual Educational Conference and Exposition to receive the discounted conference rate.

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Ground TransportationThe Hyatt Regency Atlanta is located 11 miles from Atlanta Hartsfield-Jackson Airport (ATL). There are many modes of transportation to get to the hotel.

Parking at the Hyatt Regency Atlanta is $32 for 6 – 24 hours and is valet only. There is no self-parking. If the lot is full there is additional parking located located ½ block away from the hotel at 31 Baker Street. This lot is $18 per night and is not operated by the hotel.

Taxi service is available to and from the Atlanta Hartsfield-Jackson Airport (ATL) for approximately $30.00 plus $2.00 per each additional person.

Shuttle transportation is available to the Hyatt Regency Atlanta downtown; the Hyatt Regency Atlanta recommends the Atlanta Airport Shuttle Service (T.A.A.S.S) at (404) 941-3440. You must visit the transportation booth at the airport and ask for a shuttle to the Hyatt Regency Atlanta downtown. No reservations are necessary for arranging transportation from the Atlanta Airport to the hotel. The shuttle runs every 10 to 40 minutes from 6:00 a.m. – midnight and costs $16.50 one way/$29 round trip per person.

MARTA is the Metro Atlanta Rapid Transit Authority and is $2.50 per ride. The rail system runs approximately every 10 minutes. The Hyatt Regency Atlanta is connected to Peachtree Center Train Station via Peachtree Center Mall. To pick up the MARTA from the airport go to baggage claim, TH Terminal and look for the MARTA. Take the MARTA to the Peachtree Center Station and exit Northeast towards Peachtree Center Mall. The Hyatt Regency Atlanta is through the mall.

Hotel and Travel Information (Cont’d)

Nursing Contact Hour InformationTarget Audience:

Nurses and non-clinical administration working in patient access departments. Target audience was determined through an annual needs assessment. Additionally, learners at past conferences and management have requested this training event. Finally, trends in literature and health care policy align with the learning needs of nurses and non-clinical professionals working in patient access services.

Conference Objectives:

The participant will be able to:

1. Discuss ideas, experiences, concerns, and approaches to process improvement

2. Practice Access Management leadership talent, skills, and abilities

3. Describe new and different approaches to Access Management within the rapidly changing healthcare environment

4. Evaluate trends in Access Management for their relevance to the future professional role and practice of Access Manager (etc.)

Regarding Nursing Contact Hours:

SATISFACTORY COMPLETION: Participants must have paid tuition fee and completed an online Attendance/Evaluation form in order to receive a continuing education certificate. Participants not fulfilling these requirements will not receive a certificate. Failure to complete the online Attendance/ Evaluation form will result in forfeiture of credit for the entire conference. No exceptions will be made. Partial credit of individual sessions is not available. Certificates are available immediately after completing the online form.

Nurses: IAHB is an approved provider of continuing nursing education by the Utah Nurses Association, an accredited Approver by the American Nurses Credentialing Center’s Commission on Accreditation. Provider Code P09-03.

This activity offers a maximum of 6.25 continuing education contact hours.

May 13 – 16, 2014

The Westin Diplomat Resort & Spa

Hollywood, FL

calendarmark your

NAHAM 40th Annual Educational Conference & Exposition