Download - Webinar: How to Use Trace Fax & Electronic Tools to Manage Your Workflow

TraceCommunication.com

“How to Use Trace Fax & Electronic Toolsto Manage Your Workflow”

Jo NorrisVP of Account Management | Trace

Derek MorganProduct Owner | Trace

Alysia GibbsManager, PAS Central Scheduling | Hartford HealthCare

http://www.tracecommunication.com/


Session Agenda

• Overview of new workflow tools and features

• Demo of scheduling workflow• Review of scheduling process at

Hartford Hospital• Examples of additional workflow

opportunities



New Workflow Features

Jo NorrisVP of Account Management, Trace

The White Stone Group



New Trace Features

• Reservations – stay with the fax, even if marked complete

• Reservations – reserve all Trace records• Work Lists – save searches as work lists• Quick Filter – filter any work list• Snooze – snooze records to a later date• Date Completed Field – track productivity• Fax Report – includes Date Completed• Urgent Rules – mark records as urgent



Workflow with Trace

Derek MorganProduct Owner, Trace




Scheduling Workflow with Trace



Fax Inbox



Fax Inbox: Assign and Index



Fax Inbox: Save and Clear



Fax Inbox: Missing Information



Fax Inbox: Annotate and Fax Back



Scheduling Work List



Scheduling Work List: Quick Filter



Scheduling Work List



Scheduling Work List: Managing Callbacks



Scheduling Complete



Scheduling Complete: Search by Service Date



Scheduling Complete: Audit Performance



Trace at Hartford Hospital

Alysia GibbsManager, PAS Central Scheduling

Hartford Hospital



• Part of Hartford HealthCare• One of the largest medical centers in the

Northeast and the 2nd largest in Conn.• Central Connecticut’s leading tertiary

medical center

Hartford Hospital



Hartford Hospital by the Numbers

• Licensed Beds: 867• Discharges: 41,809• Patient Days: 235,012• ED Visits: 100,799• Births: 3,666• Inpt. Surgeries: 12,058• Amb. Surgeries: 28,073• Employees: 7,397• Staff Physicians: 1,615• Volunteers: 1,061• Residents/Fellows: 650



Central Scheduling at Hartford

• Opened in February 2011• Went live with Trace in March 2011

– 7 Schedulers– 23 Financial Counselors– 2 Supervisors– 1 Trace Coordinator



Central Scheduling Services

• Arrhythmia• Bariatric Services• Cardiac Cath Lab• Cardiac Rehab• CT• Diabetes Life Care• Echocardiography• EP Procedures• HHRN (Rehab Services)• Fluoroscopy

• General Radiology• ICD Evaluations• Interventional Radiology• LDL Apheresis• Mammography• MRI• Nuclear Cardiology• Nuclear Medicine• Sleep Lab• Ultrasound



Trace Connectivity

Central Scheduling

Bariatric Cardiology Diabetes Radiology Sleep Lab



Trace FaxCert

• All requisitions faxed to a centralized number

• From the New Inbound Fax List the Trace Coordinator:– Reviews incoming faxes– Checks for required information– Indexes fax through HL7 interface– Assigns to scheduler using reserve feature



Custom Fields Used at Hartford

• Modality• Callback Needed• Call Recorded• Insurance Carrier• Protocol Approved



• Each department has its own fax number. • All fax transactions are sent electronically

and stored in Trace. • There are no physical fax machines.• Have the ability to go back and retrieve

at any time.



• For procedures that require protocol prior to scheduling, the fax is reserved to appropriate department’s box.

• Once protocol is complete, notes are entered in Trace, Protocol Approved is changed to “yes” and the department reserves the fax back to CS.

• CS Trace Coordinator assigns fax to a scheduler utilizing the reserve feature.



Benefits of Using Work Lists & Filtering

• Work lists– See patient information in one place

without searching Fax inbox– e.g., see all patient requisitions side by side – If patient calls rep back directly, rep can

quickly find patient in his/her work list• Filtering

– Batch by insurance company– e.g., call payer to complete eligibility check

for multiple patients all at once



Other Trace ApplicationsUsed at Hartford



Trace Auto-Record

• All lines in the Central Scheduling Unit are recorded • All recordings are indexed with patient name,

account number, date of birth and medical record number

• Utilized by our denials area when submitting appeals for denied services; send recording & transcript

• Supervisors use for QA purposes• Associates are able to playback their calls only



Trace PixCert

• Allows our Financial Counselors to capture and store payer eligibility information

• Utilized by our Denial Department during the appeal process



Trace Reporting

• Advanced Search – Search Criteria: “Record type is equal to Fax Cert-In”– Run daily for aging– Used to select completed faxes for QA purposes

• Inbound Fax Processing Times Report– Run daily, weekly, monthly for aging and TAT

• Trending Report– Run weekly, monthly

• Managers Report– Monitor productivity– Monitor index compliance



Outcomes

• Efficiency – Eliminated need for 2 temporary positions to reconcile incoming faxes.

• Physician Satisfaction – Removed physician concerns about lost faxes.

• Patient Satisfaction – Improved service to patients with ability to schedule without hold time and locate orders upon contact.

• Security – Eliminated risk of unauthorized personnel viewing PHI.

• Quality Assurance – Ensured thorough QA process with ability to attach incoming orders to calls made to schedule procedures for accuracy.

• Monitoring – Run daily reports to monitor productivity, quality and compliance.



Trace Workflow: Beyond Scheduling

Jo NorrisVP of Account Management, Trace




Registration

• Receipt of order triggers registration process

• Call patient to discuss financial obligation• Collect patient obligation up front



Preadmission Testing

• Receipt of order triggers preoperative process

• Call patient for preoperative histories, appointments for lab work, x-rays and preoperative instructions

• Avoid delayed or canceled procedures by ensuring preoperative requirements are in place



Trace Work List : Preadmission Testing



Case Management

• Receive review request via fax from payer or admitting department

• Conduct clinical reviews – initial, concurrent, observation vs. inpatient



Trace Work List: Case Management



Q&A

Questions?



We’d like to hear from you!

Hartford HospitalAlysia Gibbs, Mgr, PAS Central [email protected]

The White Stone GroupDerek Morgan, [email protected] Norris, [email protected]



Thank you!



Upcoming Webinars

Stay tuned for information about our next webinar!

For our latest webinar information, visit:

www.TraceCommunication.com/webinars


Download - Webinar: How to Use Trace Fax & Electronic Tools to Manage Your Workflow

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