about children’s hospital colorado

About Children’s Hospital Colorado

Private, not-for-profit pediatric healthcare network Obtained Magnet status in 2006 In addition to one main campus facility

2 hospital locations within community hospitals 2 urgent care sites 1 urgent care site within another hospital 1 free standing surgery center 9 satellite specialty care centers

Level I trauma center Maternal fetal medicine program opened in March 2011 Ranked among top 10 children’s hospitals for over a decade

Statistics

318 licensed beds 499,525 annual outpatient clinic visits (2010)

Celebrating over 100 years of commitment to pediatric care! 3

Pre Modular Training Structure

• Three CAS Trainers for the organization dedicated to Main Admissions, ED, Urgent Care Registration, Check-in, Check-out, and Scheduling Roles.

CAS “Just in Time” Training• Centered around personal schedules• No consistent timeframes

Department “Star” Performers • One on One “Hands on” Training

No written outline of topics to work through Possibility of passing on “bad” habits

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Pre-Modular training• Fire hose approach

40 hrs shadowing 3 days EHR training 40 more hours shadowing

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Results • Poor registration quality• Duplicate guarantor/wrong guarantor• High duplicate MRN• Overlay Issues• Wrong coverage• High Denial • Rework of accounts from PFS and IV• Low employee satisfaction for

both new & establishedemployees

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Obvious Need for Change• Brainstorming Started

CAS Leadership Team PAS Leadership Team Ambulatory Services Leadership Team

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What Are Our Options?• Maintain our current process• One-on-One Trainer Training • Computer Based Training• Instructor Lead Training• Inter-Department Training• Create a combination incorporating all of the above

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First Steps….

Create Focus Groups to find Best Practice

Admissions Group• PAS Leadership• Urgent Care Leadership• CAS Trainers

Ambulatory Group• Ambulatory Operation Managers• Business Operation Coordinators• CAS Trainers

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First Steps…

• Goals Increase New Hire Productivity, Confidence,

Quality Expand current employee training options Leverage CAS capabilities to provide blended

learning and more robust training opportunities Improve Employee, Patient and Provider

Satisfaction

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First Steps…

• Program Design Summary: Subdivide previous training into modules Delivery over 4-6 weeks in prescribed sequence via

• Self-paced assignments• Classroom Training• Department training

Provide foundational concepts in preparation for hands-on training

Builds in work assignments for reinforcement and productivity

Includes customized tracks for different roles

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Have the Work Tell Us What To Do

• Make process as user friendly as possible• Next Steps are obvious• Links to CBT Courses• Have training documents more easily accessible• Unsure Policy & Procedures are readily available

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Have the Work Tell Us What to Do

• Program Management Materials and Tools: CAS Epic Revenue Cycle Training Page

• Click a role for the Training Program• Use the links within the Training Program to access

Training Checklist for customized training management

Self-Paced Assignment Materials Classroom training enrollment information Contacts for training and security arrangements CHEX

Planet TCH>Quick Links>CAS/Epic Training>Epic Training>Revenue Cycle

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Have the Work Tell Us What to Do

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Outcomes• Improve registration quality• Decrease in guarantor/wrong guarantor• Lower number of duplicate MRN created• Minimal Overlay• Increased accuracy with coverage assignment• Lower Denials • Less rework of accounts from PFS and IV• Higher employee satisfaction for

both new & establishedemployees

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Contact Information

Tobi Knight – 720-777-5688

Tobi.Knight@ChildrensColorado.orgBerj Ermoyan – 720-777-

5690Berj.Ermoyan@ChildrensColorado.org

Questions?

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