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Shane Gorges Manager Patient Access, Via Christi Health Stacey Boyle Financial Alignment Executive, Cerner Creating a Robust Patient Access Training Plan & Operational Improvements Across Revenue Cycle

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Page 1: Creating a Robust Patient Access Training Plan ...Creating a Robust Patient Access Training Plan & Operational Improvements Across Revenue Cycle. ... •Audit encounters utilizing

Shane Gorges

Manager Patient Access, Via Christi Health

Stacey Boyle

Financial Alignment Executive, Cerner

Creating a Robust Patient Access Training Plan & Operational Improvements Across Revenue Cycle

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About Via Christi

• Via Christi Health is the largest provider of health care

services in Kansas. Based in Wichita, it serves Kansas

and northeast Oklahoma through its doctors, hospitals,

senior villages, and health services.

• OneChart is the Ascension standard build with Cerner.

June 1, 2014, implemented OneChart in Wichita.

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Hospitals

• Via Christi Hospitals St. Francis (444 Beds) & St. Joseph

(281 Beds)

Kansas’ busiest Emergency Services department,

with more than 100,000 patient visits per year

• Via Christi Hospital St. Teresa (72 Beds)

• Via Christi Rehabilitation Hospital, Wichita (58 Beds)

• Via Christi Behavioral Health Center, Wichita (76 Beds)

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High Reliability Organization

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What is “Clinically Driven Revenue Cycle”?

• Scheduling

• Medical necessity

• Eligibility/benefits

• E-signature

• Registration work lists

AccessManagement

• Online EMR

• Computerized order

entry

• Automated charge

capture

Clinical Services

• Computer assisted coding

• Automated chart completion

• DNFB controls

Health InformationManagement

• Business rules

• State based and exception

work queues

• Bill scrubber integration

• 835 remit posting

• Contract management

Patient Accounting

• Executive dashboard

• Automated analysis tools

Analytical Decision Support

• Single, unified view

• Document integrity

• Automated post-acute placement

• Staff assignment work lists

Acute Case ManagementSelf Pay Management• Statements and letters

• Formal and informal

payment plans

• Financial assistance Technology

People

Process

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Patient Access Training Mission Statement

To provide a structured training program for registration

areas within Via Christi Hospitals, Wichita by providing

training, coaching, and monitoring to ensure all

associates are competent and successful within all

aspects of their daily operations; improving registration

accuracy, associate turnover, and development.

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Patient Access Training Vision

The Patient Access Quality and Management team will

follow high standards set within our training plan,

allowing all associates the chance to learn, expand their

knowledge, and will be held accountable for their

actions.

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Components of a Training Plan

Suggested Audience

• Patient Access registration and scheduling associates

Training Stakeholders

• Quality and Education Specialist

• Revenue Cycle Improvement Specialist

• Revenue Cycle Analyst

• Patient Access Management

Duration

• Specific for different types of training

• Detail hours in training sessions

• New Hire – 30 minutes to 2 hours

• Monthly - 1 hour

• Pre Go Live - 3 Sessions up to 4 hrs.

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Components of a Training Plan

Training Approach

• Review of Patient Access solutions

• Classroom style

• Group discussion

• Video presentations

• Computer based learning

• Utilize CERT (test) domain

Training Material

Management

• Checklist*

• Power Point material

• Case studies*

• SOP’s*

• Pre and post assessments

• Online tutorials

• Scorecards*

• Online department site

Observation Department

• Assigning mentors

• Designating observation time in department

• Allow us to review and monitor processes and catch variances

• Observation discussion

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Components of a Training Plan

Auditing

• Audit encounters utilizing daily productivity report

• New Hire Associates- audit encounters up to two weeks after training

• Current Associates-random audits

• Edit rejections reassigned from PFS

Review

• Review errors with associates

• Pinpoint errors and recognize topics for training needs

• Topics for monthly training

• Annual MSPQ

• New insurance plans

• How to list subscriber

• Work Comp & Auto Insurance

Follow Up

• Follow up with associates in department

• Set up small huddles or one-on-one sessions

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Unique Components of New Hire Training

Instructor-Led Classroom

training

• Instructor Role

• Leads a role based classroom training –32 hours and range of 45 topics

• Provides training materials

• Conducts classroom training content knowledge assessment testing

Shadowing Sessions

• Preceptor/Mentor Role

• Reviews and validates new hire knowledge level/progress – 32 hours

• Provides feedback

• Post training - 2 weeks assigned to daily operations with mentor shadowing

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Training Schedule

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New Hire Checklist

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New Hire Case Study

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New Hire Scorecard

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Unique Components of Pre Go-Live Training

Define Training Needed

Review roles, re-testing, create course material

(Basic registration, HIPAA, Medicare, & insurance)

Define Course Detail

Build your training around SOP’s and understand processes

Create material for other areas - HIM, Financial Counseling, Customer Service

Basic users – Basic reg course, Self learning packets

Utilize Super Users

Set criteria for super users (Super User Program)

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Super User Program

Summary of a Super

User

• Enthusiastic

• Energetic

• Support associates

• Adapt to change

• Become SME’s

Gain

• In-depth training

• Primary resource to colleagues

• Teaching & coaching skills

Duty

• Promote mutual support

• System testing

• Scheduled support

• Assist trainer

• Attend team meeting

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Components of an Ongoing Training Plan

New Hire Orientation

Audit Encounters

One-on-One/Follow-up Training

Mandatory Monthly Training

Associate Development

Training

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SOP – Utilized for Training & Support

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Standardization of Policies/Procedures

Generalization of Current Policies

Development of Standard Operating

Procedures

Standardization of Policies

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Training Standards

• Review material

• Support questions via telephone, email or lync

• Mandatory monthly training

Evidence of Learning

• 90% or >

• Retake assessment

• Re-attend a session Assessments

• Auditing

• Individual follow up

• Huddles

Continuous Follow Up

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Engaging Efforts- Revenue Cycle

Insurance Billing

Follow Up Billing

Revenue Integrity

Credit Balance

Customer Service

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Engaging Efforts- Tracking Log

23

Page 24: Creating a Robust Patient Access Training Plan ...Creating a Robust Patient Access Training Plan & Operational Improvements Across Revenue Cycle. ... •Audit encounters utilizing

Engaging Efforts- Revenue Cycle Process Improvements

• Insurance Training

• UB Training

• Training Plan

• Patient Access SOP’s vs. PFS SOP’s

• Review Claim Rejections

• Client Billing Process

• Accident & Occurrence Codes

• Front End vs. Back End

• Observation

• OneChart Roles

• Eligibility Review Improve

Communication – Remove

Barriers

Process Improvement –

Aligning Revenue Cycle

Workflows

Cross Functional Training

Align Standard Operating

Procedures

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Decision Document

25

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Learning

Understanding Patient Financial

Services

Inefficiencies

Processes

• Claim scrubber edits

• Claim rejections

• Account corrections

• Policy numbers

• Employer info

• Back end processes

• Understanding the “Big Picture”

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Take Away

• Make sure you have standard operating

procedures prior to training - that will build and

design your training plan

• Understand department processes

• Schedule and training plan will not be perfect;

continue to revise to meet the training need

• Make sure you keep material up to date

• Remove ALL barriers with Revenue Cycle

departments

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