Session Title: Redesigned Patient Registration Experience to Support Quadruple Aim
Presenters: Kerry Pratt, CHAM, Patient Access Supervisor at Lakeland Health and Holly Busick, MBA, CPHIMS, CHAM, Director Admitting & Revenue Cycle Technology at Lakeland Health
Learning Lab: Series 4
Date/Time: May 5, 2:30 p.m.
About the Learning Lab
Discover how Lakeland Health redesigned the patient registration experience to shorten patient wait times. Through the implementation of kiosks and an efficient staffing model, Lakeland Health was able to increase the number of patients registered in Patient Access while also decreasing patient wait times. In addition, the changes made allowed for re-allocation of FTEs to develop a Quality Assurance & Training team for Patient Access without increasing FTEs.
The session is important for Patient Access professionals because improving the patient registration experience and strengthening the team engagement is a critical part of many organization’s revenue cycle strategies and supports the drive towards the Quadruple Aim.
Patient Access today is not what it was 10, 15 or 20 years ago. The revenue cycle focus is shifting towards the front end, and complexities in our payer environments require Patient Access teams to be more agile and skillful to provide the best patient experience. The Quadruple Aim is focused on providing better health and better healthcare at a lower cost while providing a better work experience. The implementation of the kiosks and an efficient staffing model have been a great example of the Quadruple Aim in action at Lakeland Health.