tag:blogger.com,1999:blog-85727521915889782642024-03-08T14:04:20.083-05:00NAHAM NewsNAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.comBlogger551125tag:blogger.com,1999:blog-8572752191588978264.post-2064883231719843192019-05-15T14:38:00.001-04:002019-05-15T14:43:10.456-04:00CMS to Implement Appropriate Use Criteria for Advanced Imaging Services<br />
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<span style="font-family: "georgia" , "times new roman" , serif;">The Centers for Medicare and Medicaid Services (CMS) will
soon implement new imaging requirements through an <a href="https://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/Appropriate-Use-Criteria-Program/index.html" target="_blank">Appropriate Use Criteria</a> for
Advanced Imaging Services to reduce inappropriate or incorrect imaging
orders. CMS will begin to implement these criteria in 2020 as a voluntary
compliance year and will require full compliance beginning in 2021. These
criteria may significantly affect the imaging-servicing process at healthcare
facilities that order or deliver imaging services, thereby affecting medical
access professionals. <o:p></o:p></span></div>
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<span style="font-family: "georgia" , "times new roman" , serif;">A few quick basics about this AUC:</span></div>
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<li><span style="text-indent: -0.25in;"><span style="font-family: "georgia" , "times new roman" , serif;">CMS is trying to curb inappropriate and/or
incorrect imaging orders to help reach a diagnosis.</span></span></li>
<li><span style="font-family: "georgia" , "times new roman" , serif;">To enforce these new stipulations, CMS will
require the rendering provider to prove on the claim he/she submits that the
ordering provider consulted a clinical-decision support system, which grades
the effectiveness of the potentially ordered test, to determine if it’s the best test for that individual.</span></li>
<li><span style="font-family: "georgia" , "times new roman" , serif;">The rendering provider would document this
transaction by including a Decision Support Number on the claim.</span></li>
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<span style="font-family: georgia, "times new roman", serif;">Many questions and
challenges are currently unanswered and this will undoubtedly only
increase as the full implementation date gets closer. Many hospital groups have
expressed concerns regarding the logistical feasibility of this requirement,
and the burden it will have on the current system. <br /><br />NAHAM’s Policy
Development and Government Relations Committee is working to provide the NAHAM
membership education, resources, and support around this rule this year and
next to ensure you are as equipped as possible to implement and facilitate this
AUC. </span><a href="https://www.naham.org/page/KeyIssues" style="font-family: georgia, "times new roman", serif;" target="_blank">Visit the NAHAM website</a><span style="font-family: georgia, "times new roman", serif;"> to find more information about AUC and the other issues the committee is tracking. </span><br />
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<span style="font-family: "georgia" , "times new roman" , serif;">Look for more information about educational webinars,
guidance documents, and additional news from NAHAM’s Policy Development and Government Relations Committee within
the coming months. As always, you’re welcome to contact the PD & GR Committee with questions or requests for more information by emailing <a href="mailto:mgiammarco@naham.org" target="_blank">Molly Giammarco</a>, NAHAM’s Senior Manager
for Government Relations. <o:p></o:p></span></div>
<br />NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-16764335558306390952018-12-04T08:58:00.003-05:002018-12-04T10:26:04.469-05:00Congress Facing Pressure to Pass Telehealth Bill for Senior Care<span style="color: black; font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;">We are sharing the following article on the proposed federal RUSH (Reducing Unnecessary Senior Hospitalizations) Act </span><span style="font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;">in our blog because we expect that if/when it becomes law, there will be an impact on Patient Access and our hospitals. Reducing “unnecessary” hospitalizations will help reduce re-admission rates and emergency department visits for Medicare patients from skilled nursing facilities. A plus for us. However, we also anticipate that there will be some additional work to create the administrative framework to document and bill for telemedicine services.</span><br />
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<span style="color: black; font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;">Stay tuned for more information as it comes to this.</span><br />
<span style="color: black; font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;"><br /></span> <span style="color: black; font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;"><b>Congress Facing Pressure to Pass Telehealth Bill for Senior Care<br /><i>Connected care advocates are pressuring Congress to pass the RUSH Act, which aims to increase telehealth and telemedicine services in senior care facilities.</i></b></span><br />
<span style="color: black; font-family: "uictfonttextstylebody" , serif; font-size: 14.5pt;"><b><i><br /></i></b></span> <span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;">By: Eric Wicklund<br /><br />Connected care advocates are lobbying Congress to pass the <a href="https://adriansmith.house.gov/sites/adriansmith.house.gov/files/HR%205602%20RUSH%20Act.pdf" target="_blank">Reducing Unnecessary Senior Hospitalizations (RUSH) Act of 2018</a>, which aims to reduce rehospitalizations at qualified skilled nursing facilities by giving them more incentives to use telemedicine and telehealth to improve patient care.</span></span><br />
<span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;"><br /></span></span> <span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;">And they want it done soon.</span></span><br />
<span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;"><br /></span></span> <span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;">Among those pushing for passage of the bill is Health IT Now. The broad-based coalition fired off a letter to lawmakers last week following the Centers for Medicare & Medicaid Services' <a href="https://www.cms.gov/About-CMS/Agency-Information/OMH/Downloads/Information-on-Medicare-Telehealth-Report.pdf" target="_blank">release of a report on the use of telehealth in Medicare</a>.</span></span><br />
<span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;"><br /></span></span> <span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;">"In this report, CMS makes the case for passage of the bipartisan, Health IT Now-endorsed RUSH Act better than we ever could ourselves," Joel White, the group's executive director, <a href="https://www.healthitnow.org/press-releases/2018/11/16/health-it-now-cms-report-on-telehealth-in-medicare-highlights-need-for-the-rush-act" target="_blank">said in the letter</a>. "Now, the agency should put its findings into action by joining us in calling for swift passage of this sorely needed legislation during the current 'lame-duck' session." </span></span><br />
<span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;"><br /></span></span> <span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;"><b><a href="https://mhealthintelligence.com/news/congress-facing-pressure-to-pass-telehealth-bill-for-senior-care" target="_blank">Read the full article here</a>.</b></span></span><br />
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<span style="font-family: "uictfonttextstylebody" , serif;"><span style="font-size: 19.3333px;">- The NAHAM Policy Development and Government Relations Committee</span></span></div>
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NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-38511736177477710992018-09-24T10:21:00.000-04:002018-09-24T18:15:34.067-04:00NAHAM Launches Monitoring Program for Key Patient Access Regulatory Issues<div class="MsoNormal">
<span style="font-family: "calibri" , sans-serif;">NAHAM’s Policy Development and Government Relations (PD & GR) Committee has identified and will actively monitor nine regulatory issues that impact the daily workflow of Patient Access. Most are regulatory items required specifically by the Centers for Medicare and Medicaid Services (CMS): <o:p></o:p></span></div>
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<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">the Important Message from Medicare (IM)</span></li>
<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">the Medical Outpatient Observation Notice (MOON)</span></li>
<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">the Advance Beneficiary Notice of Noncoverage (ABN)</span></li>
<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">the Emergency Medical Treatment & Labor Act (EMTALA) requirements</span></li>
<li><span style="font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">Medicare Secondary Payer (MSP)</span></li>
<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">CMS documentation requirements for Administrative Gender. T</span></li>
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<span style="font-family: "calibri" , sans-serif;">The Committee is also monitoring <o:p></o:p></span></div>
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<li><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span><span style="font-family: "calibri" , sans-serif; text-indent: -0.25in;">HIPAA privacy rules</span></li>
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<span style="font-family: "calibri" , sans-serif;">Visit the </span><a href="https://www.naham.org/page/KeyIssues"><span style="font-family: "calibri" , sans-serif;">NAHAM Key Issues Management Page </span></a><span style="font-family: "calibri" , sans-serif;">on the NAHAM website. Membership is not required to view the page. Each issue is briefly explained and source material is provided through outside sources and NAHAM toolkits. The NAHAM toolkits include best practices and guidance documents relating to CMS surveys, Joint Commission surveys, and positive patient identification. </span><a href="https://www.naham.org/page/Career-Toolkits"><span style="font-family: "calibri" , sans-serif;">NAHAM Toolkits</span></a><span style="font-family: "calibri" , sans-serif;"> are available on the NAHAM website as a members-only benefit.</span><br />
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<span style="color: #162640; font-family: "calibri" , sans-serif;">To highlight the Medical Outpatient Observation Notice (MOON), the Key Issues Management Page includes a brief description that Hospitals and CAHs are required to provide the MOON to Medicare beneficiaries (including Medicare Advantage health plan enrollees) informing them that they are outpatients receiving observation services and are not inpatients of the hospital. The description also includes background information that the MOON is mandated by the Federal Notice of Observation Treatment and Implication for Care Eligibility Act (NOTICE Act), passed on August 6, 2015. This law amended Section 1866(a)(1) of the Social Security Act by adding new subparagraph (Y) that requires hospitals and CAHs to provide written notification and an oral explanation of such notification to individuals receiving observation services as outpatients for more than 24 hours.</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><o:p></o:p></span></div>
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<span style="color: #162640; font-family: "calibri" , sans-serif;">Resources posted on the webpage include a link to Form CMS-10611, a link to CMS’s Frequently Asked Questions for the MOON, and instructions for the use and completion of the MOON. There is a link to section 400 of Chapter 30 of the CMS Claims Processing Manual where full instructions on the MOON’s use, execution, and delivery are included. There is also a link to the basic CMS landing page for the MOON and a link to NAHAM’s CMS Survey Toolkit which includes an entry for “Regulations and Guidance: Medical Outpatient Observation Notice (MOON).</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"><o:p></o:p></span></div>
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<span style="color: #162640; font-family: "calibri" , sans-serif;">In addition to this resource, the PD&GR Committee will respond to questions and host discussions on </span><a href="https://www.naham.org/forums/Default.aspx?"><span style="font-family: "calibri" , sans-serif;">NAHAM’s Access Forum</span></a><span style="color: #162640; font-family: "calibri" , sans-serif;"> for regulatory issues. Members are encouraged to subscribe to the </span><a href="https://www.naham.org/forums/Topics.aspx?forum=233621"><span style="font-family: "calibri" , sans-serif;">Regulatory Issue forum </span></a><span style="color: #162640; font-family: "calibri" , sans-serif;">and post their questions about these and other regulatory issues here. The Regulatory Issues Forum is open to both members and non-members. </span><o:p></o:p></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-15053673132465705102018-09-06T16:35:00.001-04:002018-09-06T16:35:25.324-04:00New Medicare Cards Are On Their Way; Mailings for 20 States, the District of Columbia, and 3 Territories Already Complete<div class="MsoNormal">
<span style="font-family: Georgia, Times New Roman, serif;">CMS is well underway with its program of mailing out the new Medicare Cards. You can find the updated mailing strategy here (<a href="https://www.cms.gov/Medicare/New-Medicare-Card/NMC-Mailing-Strategy.pdf">https://www.cms.gov/Medicare/New-Medicare-Card/NMC-Mailing-Strategy.pdf</a>). <o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">The mailing strategy is based on waves of mailing in clusters of states, with waves 1, 2 and 3 completed. It’s important to note that these waves of new card mailing are for currently eligible beneficiaries, those already in possession of the old card version. <i>Newly eligible beneficiaries began receiving their new cards as of April of this year. </i><o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">The first three waves targeted existing beneficiaries in the following states, the District of Columbia, and territories (listed in alphabetical order, not in order of the first three waves): Alaska, American Samoa, Arkansas, California, Delaware, District of Columbia, Guam, Hawaii, Illinois, Indiana, Iowa, Kansas, Maryland, Minnesota, Nebraska, North Dakota, Northern Mariana Islands, Oklahoma, Oregon, Pennsylvania, South Dakota, Virginia, West Virginia, and Wisconsin.<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">Patients from these states who have not received their new card should go to their <a href="http://mymedicare.gov/">MyMedicare.gov</a> account (or to create an account if they don’t already have one), or call 1-800-MEDICARE (1-800-633-4227).<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">As a healthcare provider, there is a way to check on the status of a patient’s card AND find their new MBI. Find out how here (<a href="https://www.cms.gov/Medicare/New-Medicare-Card/Providers/Getting-MBIs.html">https://www.cms.gov/Medicare/New-Medicare-Card/Providers/Getting-MBIs.html</a>). <o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">You can also share CMS’s “Still Waiting for Your New Card?” found here (<a href="https://www.cms.gov/Medicare/New-Medicare-Card/Outreach-and-Education/Tear-Off-for-After-Card-Mailing-Ends.pdf">https://www.cms.gov/Medicare/New-Medicare-Card/Outreach-and-Education/Tear-Off-for-After-Card-Mailing-Ends.pdf</a>).<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">Wave 4, targeting Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Rhode Island, and Vermont, started in July. Wave 5, targeting Alabama, Florida, Georgia, North Carolina, and South Carolina, started in August. <o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">Waves 6 and 7 are scheduled for sometime after August for the states of Arizona, Colorado, Idaho, Montana, Nevada, New Mexico, Utah, Washington, and Wyoming (Wave 6) and Kentucky, Louisiana, Mississippi, Missouri, Ohio, Puerto Rico, Tennessee, and Virgin Islands (Wave 7).<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">There is also an online map that tracks the mailing waves found here (<a href="https://www.medicare.gov/NewCard/">https://www.medicare.gov/NewCard/</a>).<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">Remind your patients that just because their neighbor or others known to them have received their new cards, the fact that they haven’t yet is no reason for alarm. Again, if your patient lives in one of the states in Waves 1, 2 or 3 and haven’t received their new card, they should contact Medicare. If they live in a Wave 4 or 5 state and haven’t yet received their new card, be patient.<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">Several things to remember (and to remind your patients):<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">1. The patient’s new card will automatically come to the patient. The patient doesn’t need to do anything as long as their address is updated with the Social Security Administration. Patients can confirm that by visiting their account (or creating one) at My Social Security Account at <a href="https://www.ssa.gov/myaccount/">https://www.ssa.gov/myaccount/</a>. <o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">2. Once the beneficiary gets their new Medicare card, they should destroy their old Medicare card, and they should start using their new card right away.<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">3. Look out for scams. Medicare will never call the beneficiary and ask them to give personal or private information as a prerequisite to receiving their new Medicare number and card. If someone asks for their information, for money, or threatens to cancel health benefits if they don’t share their personal information, hang up and call Medicare at 1-800-MEDICARE (1-800-633-4227).<o:p></o:p></span></div>
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<span style="font-family: Georgia, Times New Roman, serif;">As a reminder, the new cards will no longer have the beneficiary’s Social Security Number or the beneficiary’s gender. The new Medicare numbers are a randomly generated, unique combination of numbers and letters. There is no significance in the order or these numbers and letters. You should begin using the new MBIs as soon as possible. CMS will officially transition to MBI numbers only in January, 2020. </span><o:p></o:p></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-64998686986139963002018-07-31T09:01:00.000-04:002018-07-31T09:01:06.484-04:00Are You Ready for the New Medicare Cards? <div class="MsoNormal" style="margin-bottom: 12pt; text-align: center;">
<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;"><b>Medicare is rolling out new cards and MBI numbers, and Patient Access professionals must be prepared to answer questions</b></span></div>
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<b style="font-family: Calibri, sans-serif;"><a href="https://attendee.gotowebinar.com/register/3063539951336317185" target="_blank">Check out the NAHAM webinar</a> 'Are You Ready for the New Medicare Cards' for tips and tricks for your organization. </b></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">The Centers for Medicare and Medicaid Services (CMS) began issuing new Medicare cards in April 2018. Medicare beneficiaries will receive their cards in the mail between April 1, 2018 and April 1, 2019. The new Medicare cards are necessary because the 2015 law, the Medicare Access and CHIP Reauthorization Act, requires CMS to remove Social Security numbers from Medicare cards by April 2019. The move is seen as a way to guard against identity theft; specifically, it is seen as a way to better protect private healthcare and financial information as well as federal healthcare benefits and service payments.<o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Replacing the Social Security number (the SSN-based Health Insurance Claim Number, or HICN) will be a new Medicare Beneficiary Identifier (MBI). Each beneficiary will be assigned a unique MBI, and it will appear on the new Medicare cards for existing beneficiaries and all new enrollees going forward.<o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">A transition period began April 1, 2018 and will run through December 31, 2019; during this period, providers may use either the SSN-based HICN or the new MBI for purposes of data exchange. Starting January 1, 2020, providers will be required to submit claims using MBIs, no matter the date of service. CMS has developed a secure look-up tool for providers to find the new number at the point-of-service, and when a provider checks a beneficiary’s eligibility, the CMS HIPPA Eligibility Transaction System (HETS) will return a message indicating if CMS has mailed a new card to the beneficiary. CMS has also issued some detailed information on appeals, adjustments and span-date claims.<o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">The new MBI will clearly look different from the Social Security number and two-character Beneficiary Identification Code on the old cards. The MBI will be 11 characters in length, solely made up of numbers and uppercase letters (no special characters). Each MBI is unique and randomly generated, and the characters and sequence are “non-intelligent,” meaning they don’t have any hidden or special meaning. There is a sequence protocol in that certain positions of the 11-character MBI will only have numeric or alphabetic characters, and two positions may have either numbers or letters. Positions 2, 5, 8 and 9 will always be alphabetic. See the CMS webpage: Understanding the Medicare Beneficiary Identifier (MBI) Format [insert link: </span><a href="https://www.cms.gov/Medicare/New-Medicare-Card/Understanding-the-MBI.pdf"><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">https://www.cms.gov/Medicare/New-Medicare-Card/Understanding-the-MBI.pdf</span></a><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">], for more information. <o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">The new card will have the beneficiary name, the new Medicare Beneficiary Identifier, coverage and coverage dates. These element names will be in both English and Spanish. The gender and signature line found on the old Medicare card will not appear on the new card. All cards will be printed on white paper. <o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Once issued, beneficiaries and providers may begin using the new MBI immediately. For more information, see the CMS webpage: What do the new Medicare cards mean for partners and employers? [insert link: </span><a href="https://www.cms.gov/Medicare/New-Medicare-Card/Partners-and-Employers/Partners-and-employers.html"><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">https://www.cms.gov/Medicare/New-Medicare-Card/Partners-and-Employers/Partners-and-employers.html</span></a><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">]<o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Mailings will include the new card and a letter with instructions for the beneficiary. Distribution of cards will be random, so there is no relationship between mailing and geographic regions.<o:p></o:p></span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">A September 2017 CMS survey found “extremely low awareness” of the planned changes among beneficiaries. When told of the changes, the survey found most see this as a positive change and had no major concerns. CMS is including education during its 2017 open enrollment and will be sending providers information on how they can help during the first quarter of 2018. CMS is also planning an aggressive social media campaign.<o:p></o:p></span></div>
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<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgPxgWOLiU91ZfzyFQOXyR94qnDn7BU-XjE57Y3srjLRil_Ft6f8pEjoG3CgQI48BLIaVkcY0KmAyoSqBq1NUUZsEiBsnR1F5qe9HMOvKQ1PmbJERgciRfuFOSVDPBJhKSdi6se9M0pLdA/s1600/medicare+card.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="800" data-original-width="1600" height="160" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgPxgWOLiU91ZfzyFQOXyR94qnDn7BU-XjE57Y3srjLRil_Ft6f8pEjoG3CgQI48BLIaVkcY0KmAyoSqBq1NUUZsEiBsnR1F5qe9HMOvKQ1PmbJERgciRfuFOSVDPBJhKSdi6se9M0pLdA/s320/medicare+card.png" width="320" /></a><br /></div>
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<span style="font-family: Calibri, sans-serif;">CMS advises providers to check with their solution vendors to make sure they have received instructions about the secure provider look-up tool, and that they are aware of all system changes. CMS also asks providers to display posters and place “tear-off” pads in offices and waiting rooms — all of which may be found and ordered online. Providers should also periodically check the Medicare Learning Network [insert link: </span><a href="https://www.cms.gov/medicare/new-medicare-card/nmc-home.html"><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">https://www.cms.gov/medicare/new-medicare-card/nmc-home.html</span></a><span style="font-family: Calibri, sans-serif;">] for more information. </span></div>
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<span style="font-family: Calibri, sans-serif;">Providers will be involved in educating patients, and CMS provides a number of resources to use when talking to patients about their new Medicare cards. Here are some of the points CMS emphasizes in these materials to tell patients:</span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">1.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Right now patients should make sure their mailing addresses are up to date with the Social Security Administration. CMS will use that address to send a new Medicare card. They can check and update online through your “my Social Security” account [insert link: </span><a href="https://www.ssa.gov/myaccount/"><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">https://www.ssa.gov/myaccount/</span></a><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">] or by phone 1-800-772-1213 (TTY: 1-800-325-0778).<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">2.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Patients may not get the new Medicare card right away. Mailing out new cards to all beneficiaries will take time. They will only need to call Medicare if they don’t receive their card by April 2019.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">3.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Patients should be wary of anyone who contacts them about their new Medicare cards. Medicare will never ask someone to give them personal or private information for a new card or number. CMS is planning a “Guard Your Card” campaign starting in late summer of 2018.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">4.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Even though they are getting a new Medicare card and number, a patient’s Social Security number remains the same. They just won’t be using it relative to their Medicare benefits.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">5.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Once they receive a new Medicare card, patients should check the name and other information to make sure it is correct. The new card will not change their current coverage or benefits. If everything is in order, they should destroy the old card and start using their new card.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">6.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Patients must remember to bring their new Medicare card. Doctors and other healthcare providers will ask for it when they need care. If they forget their new card, doctors or other healthcare providers may be able to look it up online.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">7.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Patients should guard their new card and new identification number (the MBI) just as they did their old card and Social Security number. They should only give their card and MBI to doctors, pharmacists and other healthcare providers, their insurers or people they trust to work with Medicare on their behalf.<o:p></o:p></span></div>
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<!--[if !supportLists]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-fareast-font-family: Calibri; mso-fareast-theme-font: major-latin; mso-hansi-theme-font: major-latin;">8.<span style="font-family: "Times New Roman"; font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><!--[endif]--><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Their new card will be paper. It will be easier for providers to use and copy and they can print your own replacement card if need be.</span></div>
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<b><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Is Your Address Up to Date?<o:p></o:p></span></b></div>
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<span style="font-family: Calibri, sans-serif;">This should become the most common question you ask Medicare beneficiaries. Not the first thing you’d think of when talking to patients about the new Medicare cards that will start appearing this spring, but providers will play an important role in educating patients about the new cards and the new Medicare Beneficiary Identifiers. One important thing for the Medicare beneficiary to do is to make sure their mailing address is up-to-date with the Social Security Administration because CMS will use the address they have on file with Social Security; new cards started mailing out on April 1, 2018 and will continue through April 1, 2019.</span></div>
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<span style="font-family: Calibri, sans-serif;"><b>Be Vigilant Against Identity Theft</b><o:p></o:p></span></div>
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<span style="font-family: Calibri, sans-serif;">Beneficiaries should know not to share their new Medicare number with anyone other than their healthcare providers, their insurers or trusted healthcare advocates with Medicare. </span><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: minor-bidi; mso-hansi-theme-font: major-latin;">Medicare will never ask someone to give them personal or private information just so they can get their new card or number. Don’t fall for phone scams!<o:p></o:p></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-26810959504233841492018-07-02T07:53:00.001-04:002018-07-02T07:53:30.195-04:00The Joint Commission issues Quick Safety 42: Identifying human trafficking victims<div class="MsoNormal" style="line-height: normal; margin-bottom: .0001pt; margin-bottom: 0in;">
<b> </b>The Joint Commission issued a safety alert on identifying human trafficking victims on June 18 (see <a href="https://www.jointcommission.org/issues/article.aspx?Article=Dtpt66QSsiI%2fHRkIecKTZPAbn6jexdUPHflBjJ%2fD8Qc%3d&j=3783233&e=fmoore@smithbucklin.com&l=94_HTML&u=126971390&mid=1064717&jb=7">Quick Safety 42: Identifying human trafficking victims</a>). The first paragraph is an attention-getter:</div>
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<i><span lang="EN">The United States is one of the largest markets and destinations for human trafficking victims in the world. If staff at your health care organization have not yet encountered a human trafficking victim, very likely they will. Knowing how to identify victims of human trafficking, when to involve law enforcement, and what community resources are available to help the individual is important information for all health care professionals.<o:p></o:p></span></i></div>
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The alert notes over 40,000 reports of human trafficking in the U.S. over the 10-year period 2007-2017, with the largest number of reports coming from California, Texas, Florida, Ohio and New York, and asserts that “Human trafficking is the fastest growing criminal industry in the world and is the second-largest source of income for organized crime.”<o:p></o:p></div>
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Part of the problem is one of recognition and the challenge seems to be both identifying and knowing how best to help victims. Most victims or their families have been threatened with harm if they reveal their exploitation, in some cases the victim may not realize his or her rights in the host country, and often times the victim has bonded with his or her exploiter, a condition known as “trauma bonding”. In addition to fear of physical harm, victims also keep silent due to shame or fear of being humiliated.<o:p></o:p></div>
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The alert provides a technical definition of human trafficking, citing the United Nations Protocol to Prevent and Suppress and Punish Trafficking in Persons, Especially Women and Children and a U.S. law, the Victims of Trafficking and Violence Prevention Act. But perhaps more helpful, it identifies “at-risk” or the most vulnerable populations for human trafficking which include children involved in foster care, runaway and homeless youth, Native Americans, LGBTQ individuals, undocumented immigrants, among others. Also particularly useful, the alert highlights health care problems most that may trigger a cause for concern.<o:p></o:p></div>
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<i><u>So to repeat the stance of The Joint Commission</u></i>: “<span lang="EN">Knowing how to identify victims of human trafficking, when to involve law enforcement and what community resources are available to help the individual is important information for all health care professionals.” The alert provides some metrics for recognizing signs of human trafficking and guidance for when human trafficking is suspected.<o:p></o:p></span></div>
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<span lang="EN">In terms of recognizing signs of human trafficking, there are poor mental health or abnormal behavior (such as appearing fearful, avoiding eye contact and refusing treatment) and poor physical health (such as appearing malnourished or signs of physical abuse). Other signs include not being in control of personal identification, not be allowed to speak for themselves, and inconsistencies in his or her story).<o:p></o:p></span></div>
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<span lang="EN">Regarding when human trafficking is suspected, The Joint Commission notes that every situation will be unique and that “it is important to use a victim-centered response.” While not every victim will be ready to seek help, the Commission notes that “if a victim is a minor (under 18 years of age), the provider is legally obligated to contact Child Protective Services.” Responses will also depend on whether human trafficking is suspected or if the patient has disclosed that he or she has been trafficked. The Joint Commission offers options for each of these situations. For example, the alert notes that if the patient indicates he or she has been trafficked “in situations of immediate, life-threatening danger,” the provider should follow “institutional policies for reporting to law enforcement.” Other “safety actions” recommended include providing the patient with options for services, reporting and resources and if your organization has a social worker – “utilize them”. <o:p></o:p></span></div>
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<i><u><span lang="EN">What role could Patient Access personnel be expected to play? </span></u></i><span lang="EN"> Most likely Patient Access would become aware in the Emergency Department – so personnel could be exposed to the common signs and at-risk groups identified in The Joint Commission’s alert to increase general awareness. Institutional protocols would govern who in the organization would be engaged once human trafficking is suspected or confirmed. Patient Access personnel should know who to contact within the hospital so appropriate action can be taken. <o:p></o:p></span></div>
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<span lang="EN">As Martin Muratore, CHAM stated, “The role would be interdisciplinary. If and when Patient Access became aware, they would need to ensure that proper notifications were made. As with all crime and for victims of abuse, any person who has contact with the patient should immediately report to police and social services or the social work department of the organization.” Muratore notes that in most cases it will be an actual health care provider in the clinical situation who first becomes aware of the abuse or trafficking. Brenda Sauer, RN, MA, CHAM, FHAM agrees: “The Patient Access professional should be able to identify and then report through their usual channels if they suspect abuse. This is usually telling a clinician or social worker of their suspicions.” And Nancy Farrington, CHAM, FHAM confirms that it is most likely going to be a clinician who is in the best position to detect abuse, but that Emergency Department Patient Access may be in a position to notice signs and that reporting to clinicians or social workers is the appropriate response. </span><span lang="EN">“</span>Patient Access staff may become aware of these situations, especially in the Emergency Department. I would not expect Patient Access staff to report suspicions to outside agencies but rather to follow internal protocols to have providers, clinicians, social workers, etc. make an assessment and take action.”<o:p></o:p></div>
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The Joint Commission’s alert is worth a read and provides some actionable and educational material for staff. Awareness and response will clearly involve multiple disciplines in the organization and emphasizing internal protocols in addition to the information provided in the alert is a good place to start.<span lang="EN"><o:p></o:p></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-81443853479791871962018-05-08T12:07:00.001-04:002018-05-15T08:01:47.720-04:00NAHAM Suggests Best Practices for Joint Commission Proposal Regarding the Use of Distinct Naming Conventions for Newborns<div class="WordSection1">
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<span style="font-family: Cambria, serif; font-size: 11pt;">The Joint Commission has developed a new element of performance to be added to the National Patient Safety Goal NPSG.01.01.01 applicable to hospitals and critical access hospitals that provide obstetric services, specifically labor and delivery, nursery care, and/or NICU services. The proposed NPSG.01.01.01, EP 3 requires the use of a distinct naming convention for positive patient identification for newborns:</span></div>
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<i><span style="font-family: "Times New Roman",serif;">For newborn patients: Use distinct naming systems methods for accurate patient identification.</span></i></div>
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<i><span style="font-family: "Times New Roman",serif;">Note: Examples of methods to prevent misidentification include the following:</span></i></div>
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<i><span style="font-family: "Times New Roman",serif;"> — Distinct naming systems using the mother’s first and last names and the newborn’s gender (for example, Smith, Judy Baby Girl or Smith, Judy Baby Girl A and Smith, Judy Baby Girl B for multiples).</span></i></div>
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<i><span style="font-family: "Times New Roman",serif;">— Standardized practices for identification banding (for example, two body-site identification and barcoding).</span></i></div>
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<i><span style="font-family: "Times New Roman",serif;">— Establish communication tools among staff (for example, checking for two patient identifiers prior to medical record entries and visually alerting staff with signage nothing newborns with similar names).</span></i></div>
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<i><span style="font-family: "Times New Roman",serif;">— Utilize a second person prior to high-risk procedures for positive identification purposes. This could be a second medical professional or approved family member to verify patient name or medical record number.</span></i></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;"> </span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">The associated rationale for the proposal is to the point, with the last sentence seemingly a conclusion many in Patient Access will already have arrived at in an effort to ensure positive patient identity in the bold new world of portable electronic records: </span></div>
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<i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-hansi-theme-font: major-latin;">Newborns are at higher risk of misidentification due to their inability to speak and lack of distinguishable features. In addition to well-known misidentification errors such as wrong patient/wrong procedure, misidentification has also resulted in feeding a mother’s expressed breastmilk to the wrong newborn, which poses a risk of passing bodily fluids and potential pathogens to the newborn. A reliable identification system among all providers is necessary to prevent error. </span></i></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">In fact, NAHAM has long supported the general rationale and principle of NPSG.01.01.01 requiring at least two patient identifiers in the clinical setting; in fact, NAHAM has advocated for the development and implementation of robust patient identity integrity programs for use throughout healthcare facilities, recognizing that hospital registration is the front line for ensuring the patient is positively identified, matched with existing healthcare records, and directed to the appropriate clinical setting. NAHAM-recognized best practices include multiple patient identifiers to achieve this goal, and NAHAM’s 2016 publication of its </span><a href="https://www.naham.org/page/PtDataCollection"><i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Best Practice Recommendations for the Collection of Key Patient Data Attributes</span></i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;"> </span></a><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">seeks to drive an across the board adoption of practices focusing on five essential data points for patients: names, address(es), phone number(s), date of birth, and gender. Working with the Office of the National Coordinator for Healthcare IT (ONC), NAHAM offered its <i>Best Practice Recommendations </i>emphasizing that data integrity through robust collection and recording protocols plays an essential role in patient care and identification in the clinical setting. Acknowledging the importance of registration in positive patient identification, the ONC developed the </span><a href="https://www.healthit.gov/playbook/registrar/chapter-1/"><i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Registrar Playbook</span></i></a><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;"> based on NAHAM’s data collection recommendations. </span></div>
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<br /></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Positive patient identity includes the need for consistent naming conventions throughout all healthcare settings, and this has become increasingly important given the great diversity in the U.S. population and cultural and ethnic influences on family names, given names, and preferred names. </span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Of interest to Patient Access, the new element of performance, “Use distinct naming systems methods for accurate patient identification,” offers the following example using the mother’s first and last names and the newborn’s gender as a compliant naming convention: “Smith, Judy Baby Girl,” or in the case of multiple births: “Smith, Judy Baby Girl A” and “Smith, Judy Baby Girl B.”</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">This convention or other very similar ones are generally employed in hospitals today, recognizing, as has the Commission, that the use of nondistinct naming conventions have been associated with increased risks of wrong-patient errors, and recognizing the unique circumstances involved with newborns. The Commission has also provided previous guidance regarding the use of temporary names that are not distinct enough to address the risks of misidentification. </span><i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Cambria; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">See</span></i><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Cambria; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">,</span><a href="https://www.jointcommission.org/assets/1/23/Quick_Safety_Issue_17_Oct_2015_10_20_15.pdf"><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Cambria; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;"> Temporary names put newborns at risk. <i>Quick Safety – Issue 17</i> (The Joint Commission: October 2015)</span></a><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: Cambria; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">.</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">The Commission’s proposal seems to provide flexibility for each hospital to adopt its own specific naming convention for newborns so long as it is distinct, is used consistently, and includes at a minimum the elements included in the Commission’s example noted above. This allows a hospital to ensure that compliance with proposed NPSG.01.01.01, EP 3 will be appropriately linked to its current systems and its larger set of protocols associated with patient records and data integrity. That’s important, even recognizing the long-term goal of the adoption of common patient data collection protocols, including naming conventions, across all healthcare settings.</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">At least until such time as all hospitals are using common data collection protocols and all IT systems in use can support specific data fields, this flexibility allows hospitals to adopt even more robust practices from which new best practices may emerge. In the case of a naming convention for newborns that will support NPSG.01.01.01, EP 3, there is the potential for space limitations for characters on a newborn’s identification band, bracelet, specimen labels, and in some electronic systems. Using the format of mother’s last name – mother’s first name – the word “Baby” followed by the newborn’s gender and birth order (when applicable) (e.g., “Smith, Judy Baby Girl A”) risks losing essential identification information when the mother has a name with over a certain number of characters. Hyphenated last names, as well as lengthy names based on cultural and ethnic norms, are a reality that can and should be taken into consideration.</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">To address the space limitations noted above, NAHAM has suggested not using the word “Baby” in the naming convention for newborns and using a different order for the key identification information: mother’s last name – newborn’s gender – newborn’s birth order – mother’s given name. For example –</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">“Dougherty, Girl A Mary Elizabeth” and “Dougherty, Girl B Mary Elizabeth”</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">“Vaidaynathen, Girl A Gowriprabha” and “Vaidaynathen, Girl B Gowriprabha”</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">“Penobscott-Smith, Girl A Penelope” and “Penobscott-Smith, Girl B Penelope”</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">These, as examples of an alternative distinct naming convention to positively identify newborns, should be consistent with proposed NPSG.01.01.01, EP 3, and will ensure that the newborn’s gender and birth order are not at risk of being “dropped” as the final characters in the newborn’s identification by banding, labeling, and other systems. This order ensures the mother’s last name and all or a portion of the mother’s first name will be captured.</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Compare the more commonly used convention and the emerging practice introduced above (where the underlined characters risk being “dropped” because the number of characters exceeds, in these examples, 25) –</span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Dougherty, Girl A Mary El<u>izabeth</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Dougherty, Mary Elizabet<u>h Baby Girl A</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Dougherty, Girl B Mary El<u>izabeth</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Dougherty, Mary Elizabet<u>h Baby Girl A</u></span></div>
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<u><span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ansi-language: EN-US; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-fareast; mso-hansi-theme-font: major-latin;"><br clear="all" style="mso-break-type: section-break; page-break-before: auto;" />
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Vaidaynathen, Girl A Gowr<u>iprabha</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Vaidaynathen, Gowriprabha<u>, Baby Girl A</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Vaidaynathen, Girl B Gowr<u>iprabha</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Vaidaynathen, Gowriprabha<u>, Baby Girl A</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ansi-language: EN-US; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-fareast; mso-hansi-theme-font: major-latin;"><br clear="all" style="mso-break-type: section-break; page-break-before: auto;" />
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Penobscott-Smith, Girl A <u>Penelope</u> </span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Penobscott-Smith, Penelop<u>e, Baby Girl A</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Penobscott-Smith, Girl B <u>Penelope</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Penobscott-Smith, Penelop<u>e, Baby Girl B</u></span></div>
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ansi-language: EN-US; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-bidi-language: AR-SA; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-fareast; mso-hansi-theme-font: major-latin;"><br clear="all" style="mso-break-type: section-break; page-break-before: auto;" />
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<span style="font-family: "Cambria",serif; font-size: 11.0pt; mso-ascii-theme-font: major-latin; mso-bidi-font-family: "Apple Symbols"; mso-hansi-theme-font: major-latin;">Given the important role of identification banding and labeling of specimens and medicines in the clinical setting, NAHAM sees an opportunity for hospitals to ensure that their systems for banding and labeling be able to capture the most important identification information for newborns, recognizing that the mother’s first and last names may cause the entire naming convention to exceed the available spaces on bands, bracelets, and labels.</span></div>
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NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-80467365619273150772018-04-23T07:00:00.003-04:002018-05-01T13:18:00.375-04:00Conference Preview: The Impact of Standardizing Best Practices in Patient Financial Communications<!--[if gte mso 9]><xml>
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
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<w:LsdException Locked="false" Priority="46"
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<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/>
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<w:LsdException Locked="false" Priority="52"
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<w:LsdException Locked="false" Priority="46"
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<w:LsdException Locked="false" Priority="51"
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<w:LsdException Locked="false" Priority="52"
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<span style="font-size: small;"><span style="font-family: inherit;"><a href="https://www.blogger.com/null" name="_Hlk496279657"><b>Session
Title: </b></a>The Impact
of Standardizing Best Practices in Patient Financial Communications</span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><br />
<b>Presenters: </b>Patti Consolver, FHAM,
CHAM; Yvonne Chase, MBA, CHAM, FHAM, MCA/MCF; Michelle Fox, DBA, MHA,
CHAM </span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"> </span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><b>Learning Lab: </b>Series 5</span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;"><b>Date/Time: </b>May 4, 5:00 p.m.</span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;"><b>About the Learning Lab</b></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;">New
research from <a href="https://www.latestmarketreports.com/2018/01/11/healthcare-revenue-cycle-management-software-market-cagr-projected-to-grow-at-6-9-through-2017-2022/">Future Market Insights</a> predicts an annual compound growth rate of
6.9 percent for<b> </b><span lang="EN" style="color: #333333;">the global
healthcare revenue-cycle management software market over the next five years. A</span> recent <a href="http://www.hfma.org/RCResearch/">survey</a> by Navigant and HFMA revealed similar
findings, with nearly three-quarters of CFOs and revenue cycle executives planning
to spend more on revenue cycle technology in 2018. </span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;"><span lang="EN" style="color: #333333;">So what are executives looking for in this investment? </span></span></span></div>
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<br /></div>
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<span style="font-size: small;"><span style="font-family: inherit;">The answer,
according to these sources, is to become interconnected. Particularly, to align
revenue cycle efforts toward the dual aim of improving financial standing and
increasing patient engagement in the changing reimbursement environment. With a
continuing increase in consumer responsibility, providers need new ways to
holistically educate patients about financial responsibility and prepare their
organizations to support the effort.</span></span></div>
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<br /></div>
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<span style="font-size: small;"><span style="font-family: inherit;">Disparate
revenue cycle systems, if not integrated, prevent hospitals from forming a
complete and searchable view of information surrounding the patient. The
resulting gaps compromise care quality and efficiency and put hospital outcomes
and performance at risk. Technology and patient engagement intersect when
disparate data can be shared so that all providers have access to the same information
regarding the patient — clinical, financial and everything in between. </span></span></div>
<div class="MsoNormal">
<br /></div>
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<span style="font-size: small;"><span style="font-family: inherit;">Consolidating
revenue cycle data into a unified, connected platform promotes operational
efficiency, financial integrity and the patient experience. By capturing and
integrating patient financial data from disparate sources, leaders can reduce
unnecessary duplication and ensure the accuracy and consistency of information
provided at each touch point. This helps form a comprehensive view of patient
information exchanged across departments and entities, standardizing best
practices and improving system outcomes.</span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;">The
organizations represented on this panel have implemented strategies to
standardize processes among their respective health systems. These include
centralizing system-wide Patient Access functions, consolidating patient
financial information into a single platform and ensuring that each entity
addresses patients in the same way. </span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;">Best
practices for communication are emphasized in employee job descriptions,
education and performance evaluation. At each facility, patient-staff
interactions are recorded for quality assurance, training and reproduction of
best practices. The end goal is to create a consistent and predictable standard
for patient financial communication across the enterprise.</span></span></div>
<div class="MsoNormal">
<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><span style="font-family: inherit;">An
enterprise approach to technology with links across departments and entities
helps providers optimize workflow and reporting to create a consistent
experience across the system. Join this panel of Patient Access experts to
learn about the impact of standardizing best practices in patient financial
communications and how this approach can work for your organization.</span></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-70445241330835364092018-04-23T07:00:00.002-04:002018-05-01T13:18:00.332-04:00Conference Preview: The Omnichannel Approach to Unlocking Access<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal" style="line-height: normal; margin-bottom: 0.0001pt;">
<span style="font-family: inherit;"><span style="font-size: small;"><b>Session
Title: </b>The Omnichannel Approach to Unlocking
Access</span></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: 0.0001pt;">
<span style="font-family: inherit;"><span style="font-size: small;"><b>Presenters:
</b>Pamela Ravare</span></span></div>
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<br /></div>
<div class="MsoNormal" style="line-height: normal; margin-bottom: 0.0001pt;">
<span style="font-family: inherit;"><span style="font-size: small;"><b>Learning
Lab: </b>Series 3</span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><b>Date/Time:
</b>May 5, 10:15 a.m.</span></span></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">About the
Learning Lab</span></b></span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;">I think we would all agree that we feel
the pressure of consumerism as it relates to establishing better access to
care. During this learning lab, I look forward to sharing how our organization has
shifted its access-related efforts to a more systematic, omnichannel approach
to unlocking access. </span></span></span></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;"><br />
Our access vision is to establish our
physician organization as the national leader for providing unparalleled access
for our patients. Our working vision tenets for Patient Access start with meeting
and exceeding our patients’ expectations with a differentiated yet predictable
experience. In addition, we strive to maintain the integrity of our teaching
and research mission while enhancing the patient experience and organize our
operations to seamlessly deliver patients to our physicians, thereby liberating
their time and expertise to provide care.</span></span></span></div>
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<span style="font-family: inherit;"><span style="font-size: small;">I
would emphasize the importance of taking a hard look at access challenges from
the patient’s perspective. Where are your access breakdowns? Like most hospital
organizations, we faced challenges with pigeonholed leadership, fragmented
decision-making and uncoordinated efforts with access initiatives in the
organization. </span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;">Solving access challenges is a multidisciplinary effort.
We had to gain a full understanding of our patient struggles with accessing
care, identifying those areas and locations with bottlenecks around appointment
scheduling, arrival and registration, wayfinding and provider delays. </span></span></div>
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<span style="font-family: inherit;"><span style="font-size: small;">Our organization has undergone an access leadership evolution
this past year. We have transitioned access accountability from a practice level
to a medical group level by defining and differentiating access leadership in
practice operations. We have leveraged technologies, centralized/standardized
workflows and we have taken an omnichannel approach to appointment routes (online,
chat, virtual visits, walk-ins and call center scheduling). </span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;">Unlocking access through open direct
scheduling makes it easier for your patients to receive care and connect with
your organization. Your overall approach will yield greater results in patient
satisfaction and increased revenue.</span></span></span></div>
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<br /></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-58096498999739117152018-04-23T07:00:00.001-04:002018-05-01T13:18:00.244-04:00Conference Preview: Improving the Quality of Front Staff to Solve the Supply Challenge<br />
<div class="MsoNormal">
<span style="font-size: small;"><b>Session Title: </b>Improving the Quality of Front Staff to Solve the Supply Challenge</span></div>
<div class="MsoNormal">
<span style="font-size: small;"><b><br />Presenter:</b> Michael Maggard</span></div>
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<br /></div>
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<span style="font-size: small;"><b>Learning Lab:</b> Series 5</span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><b>Date/Time: </b>May 5, 4:00 p.m.</span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;"><b>About the Learning Lab</b></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;">The criticality of Patient Access comes through determination of patient eligibility, entry of required billing data, collecting co-pays, coding and tracking claims and in many cases, representing the first face or interaction the patient has with the organization. Not handling any of these functions results in significant financial loss or patient satisfaction impact for the hospital. This presentation will show the importance of implementing an effective and efficient program to turn a hospital or community’s existing population into quality front staff in order to help solve the supply challenge. To enable this, Mission Health System will explain how they embarked on a program in partnership with nThrive to develop Patient Access staff organically by leveraging their local communities. Through a standardized onboarding and competency management program that uses eLearning, classroom instruction, and analytics, Mission Health System can now employ a “grow your own” approach to develop staff from the system’s community and internal organization. This project is aimed at improving quality, reducing cost, insuring a robust and strong revenue cycle, increasing patient satisfaction and providing a career path for Patient Access professionals.</span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-size: small;">After this session, the audience will understand how to deploy a “grow your own” approach by sourcing Patient Access staff from local community and non-traditional sources and develop and maintain a high-quality frontline workforce. Through Mission Health System’s story, they will gain a better understanding of the nature of the hospital’s struggle to attract and maintain a skilled frontline workforce and their unique approach to create an ongoing staff competency management program.</span></div>
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<span style="font-size: small;">The Patient Access department is one of the most essential pieces to the financial and operational success of hospitals and facilities, namely because this team of professionals touches every patient that walks through the doors. It is imperative that hospitals recruit, retain and develop skilled revenue cycle staff for all essential revenue cycle functions. Thus, the very foundation of Patient Access is education. An educated frontline staff will lead to a strong hospital revenue cycle, especially where 40 percent of denials initiate in errors made in Patient Access. However, finding and retaining skilled frontline staff has been a challenge for many healthcare providers for many years, with Patient Access having some of the highest attrition of any role in the organization.</span></div>
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<br /></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-65301023888199396712018-04-23T07:00:00.000-04:002018-05-01T13:18:00.287-04:00Conference Preview: The Role of Registration in Telehealth Services: It All Begins with Registration<!--[if gte mso 9]><xml>
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<span style="font-size: small;"><b><span style="line-height: 115%;">Session Title: </span></b><span style="line-height: 115%;">The Role of Registration in Telehealth Services: It All Begins with Registration</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 115%;">Presenter: </span></b><span style="line-height: 115%;">Brenda Sauer</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 115%;">Learning Lab</span></b><span style="line-height: 115%;">: Series 1</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 115%;">Date/Time: </span></b><span style="line-height: 115%;">May 4, 10:45 a.m.</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 115%;"><br /></span></b></span></div>
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<span style="font-size: small;"><b><span style="line-height: 115%;">About the Learning Lab</span></b></span></div>
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<span style="font-size: small;"><span style="line-height: 115%;">Telehealth services are increasing rapidly in many healthcare settings including Urgent Care and Emergency Departments. Patients continue to use the emergency department for care despite the passage of the Affordable Care Act. Emergency department volumes continue to grow year after year. Because a better solution was needed to manage patients in a busy emergency department, our healthcare system chose telehealth services. Why have telehealth services in a busy metropolitan teaching hospital? To improve patient throughput and patient satisfaction. These are the two main goals for any busy emergency room and the two main reasons we started this program at New York Presbyterian Hospital.</span></span></div>
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<span style="font-size: small;"><span style="line-height: 115%;">In this Learning Lab, you will learn about the two Telehealth programs at New York Presbyterian Hospital and the challenges we needed to overcome to have successful programs. These challenges included communication and working as a team with all team members in the emergency department, including physicians, nurses, information technology personnel and registration.</span></span></div>
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<span style="font-size: small;"><span style="line-height: 115%;">In this learning lab, you will learn how physicians and registrars learned to work together to overcome the communication, technical, and operational issues associated with starting a telehealth program. Losing or forgetting a patient in a virtual waiting room was only one of the challenges the group faced! Another challenge was teaching physicians how to manage or fix the camera so they can see their patient.</span></span></div>
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<span style="font-size: small;"><span style="line-height: 115%;">Teamwork, communication and respect between all of the parties were essential in making this program successful. As our Physician–in-Chief, Dr. Rahul Sharma, states, “One of the most critical members of the healthcare team is the registrar. Treatment cannot begin until the patient is registered.” That success was shown in our patient satisfaction scores. We will explore our results and what our patients are saying about this new service.</span></span></div>
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<span style="font-size: small;"><span style="line-height: 115%;">I hope you join me at my presentation as we not only talk about telehealth services, but also about building relationships between registration and the clinical staff.</span></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-81298745343762682832018-04-16T07:00:00.003-04:002018-04-16T13:32:32.917-04:00Conference Preview: Perfecting Patient Financial Experiences Using Self-Service Patient Portal and Estimates<!--[if gte mso 9]><xml>
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
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<w:LsdException Locked="false" Priority="19" QFormat="true"
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<w:LsdException Locked="false" Priority="31" QFormat="true"
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<w:LsdException Locked="false" Priority="32" QFormat="true"
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<w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" SemiHidden="true"
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<w:LsdException Locked="false" Priority="39" SemiHidden="true"
UnhideWhenUsed="true" QFormat="true" Name="TOC Heading"/>
<w:LsdException Locked="false" Priority="41" Name="Plain Table 1"/>
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<w:LsdException Locked="false" Priority="43" Name="Plain Table 3"/>
<w:LsdException Locked="false" Priority="44" Name="Plain Table 4"/>
<w:LsdException Locked="false" Priority="45" Name="Plain Table 5"/>
<w:LsdException Locked="false" Priority="40" Name="Grid Table Light"/>
<w:LsdException Locked="false" Priority="46" Name="Grid Table 1 Light"/>
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<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="Grid Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
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<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">Session
Title: </span></b><span style="line-height: 107%;">Perfecting Patient Financial Experiences Using Self-Service Patient
Portal and Estimates</span></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">Presenters:
</span></b><span style="line-height: 107%;">Terri Manifesto, Senior Director of Revenue Cycle at El Camino Hospital</span></span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">Learning
Lab: </span></b><span style="line-height: 107%;">Pre-Conference Financial Panel</span></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">Date/Time:
</span></b><span style="line-height: 107%;">May 3, 2:45 p.m.</span></span></span></div>
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<br /></div>
<div class="MsoNormal">
<span style="font-family: inherit;"><span style="font-size: small;"><b><span style="line-height: 107%;">About the
learning lab</span></b></span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;">Healthcare has been slow to catch up to modern-day consumer
trends of transparent financial experiences. With patient payments now making
up a larger portion of their revenue, healthcare providers have to catch up.
Fortunately, with the right tools and technology, this process can be just as
streamlined and excellent as the care patients receive. Follow El Camino
Hospital's journey to becoming an industry leader in price transparency for
consumers using data a</span><span style="color: black; line-height: 107%;">nd technology to implement a patient
portal that provides personalized estimates for 80+ procedures and empowers
patients to make informed healthcare decisions. This initiative has given
consumers the </span><span style="line-height: 107%;">ability to obtain their own customized out-of-pocket
estimate instantly and on demand 24/7 from any digital or mobile device. </span></span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;">This session will explain how to implement a self-service,
patient-friendly price estimator tool that is tailored to each person’s
benefits, for high-volume, non-emergent shoppable services. Learn how to
provide staff training and education that ensures the adoption of estimates using
a desktop estimator tool, overcomes workflow barriers to ease staff burden of this
new process and streamlines the patient estimate process. Set benchmarks to determine
ROI and success rates — and learn about best practices for a marketing and
communications roll out. </span></span></span></div>
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<br /></div>
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<span style="font-family: inherit;"><span style="font-size: small;"><span style="line-height: 107%;">Health systems that see the correlation between the patient’s
payment experience and their organization’s brand will ultimately be the ones
to succeed. Personalizing the financial experience for patients gives any
healthcare organization a more competitive edge. It also generates consumer
loyalty by offering a more enjoyable experience. Healthcare providers often go
to extraordinary measures to treat a patient uniquely. Billing-related issues
frequently muddle that positive experience. InstaMed’s 2016 “Trends in
Healthcare Payments” report estimated that 75 percent of healthcare consumers
admit to being confused by their medical bills. The bill is the final piece of
the personalization puzzle and is often the final opportunity to make a lasting
impression. Confusion around the bill can overshadow an otherwise excellent
patient experience and prevent patients from visiting again in the future. Driving
transparency and ease early in the billing process creates a better experience
overall, and it promotes loyalty to the brand and healthcare provider. These
tips can help successfully promote transparency.</span></span></span></div>
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<br /></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-90994360812441386182018-04-16T07:00:00.002-04:002018-04-16T13:32:32.964-04:00Conference Preview: Using a Patient Advisory Council to Improve the Customer Experience<!--[if gte mso 9]><xml>
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<br />
<div class="MsoNormal" style="margin-bottom: 0in;">
<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 107%;">Session Title: </span></b><span style="line-height: 107%;">Using a Patient Advisory Council to Improve the Customer Experience</span></span></div>
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<span style="font-size: small;"><br /></span></div>
<div class="MsoNormal" style="margin-bottom: 0in;">
<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 107%;">Presenter: </span></b><span style="line-height: 107%;">Jennifer Dyrseth</span></span></div>
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<span style="font-size: small;"><br /></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 107%;">Learning Lab: </span></b><span style="line-height: 107%;">Series 1</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 107%;">Date/Time: </span></b><span style="line-height: 107%;">May 4, 10:45 a.m.</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 107%;">About the Learning Lab</span></b><span style="line-height: 107%;"> </span></span></div>
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<span style="font-size: small; line-height: 107%;">Olympic Medical Center may be a smaller hospital compared to others, but we’re mighty. And with that might comes a responsibility to our patients to provide exceptional care and to listen to their feedback. Having avenues in which feedback can be given without retaliation and with the understanding that it will be heard is an important part of getting honest feedback. Our patients have spoken, and if you aren’t already using a Patient & Family Advisory Council (PFAC) to do just that, you should be.</span></div>
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<span style="font-size: small; line-height: 107%;">Through cross-departmental collaboration, community involvement and leadership support, a PFAC can help to make improvements throughout your hospital or clinic. But the council members aren’t restricted to just one council. Throughout time, I’ve seen council members move to other committees, like Ethics and Safety. I’ve also seen council members who signed up for one-year terms stay on for years to come. It isn’t just a way to engage staff, it’s also a way to engage patients.</span></div>
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<span style="font-size: small; line-height: 107%;">The coordination of a PFAC, from the conception of the idea to its fruition will be outlined in this presentation, with advice on how you can start yours. Patients these days don’t just want a provider who cares, they want an entire care team, and this presentation can help get you on your way. It’s also an excellent opportunity to implement something that’s not only good for the patient, but also good for the organization in terms of marketing, reimbursement and patient satisfaction.</span></div>
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<span style="font-size: small; line-height: 107%;">Patient Access is built on the foundation of a patient relationship, and in order to maintain a relationship, it has to be a two-way street. Our patients are truly our customers; the more satisfied and engaged they are, the more satisfied and engaged staff become. Patient and Family Advisory Councils allow us to improve, grow and change, and as everybody in healthcare knows today, we are constantly changing.</span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-6387817707114964452018-04-16T07:00:00.001-04:002018-04-16T13:32:32.873-04:00Conference Preview: Redesigned Patient Registration Experience to Support Quadruple Aim<!--[if gte mso 9]><xml>
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<span style="font-size: small;"><b><span style="line-height: 107%;">Session Title: </span></b><span style="line-height: 107%;">Redesigned Patient Registration Experience to Support Quadruple Aim</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 107%;">Presenters: </span></b><span style="line-height: 107%;">Kerry Pratt, CHAM, Patient Access Supervisor at Lakeland Health and Holly Busick, MBA, CPHIMS, CHAM, Director Admitting & Revenue Cycle Technology at Lakeland Health</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 107%;">Learning Lab: </span></b><span style="line-height: 107%;">Series 4</span></span></div>
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<span style="font-size: small;"><b><span style="line-height: 107%;">Date/Time: </span></b><span style="line-height: 107%;">May 5, 2:30 p.m.</span></span></div>
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<span style="font-size: small;"><b>About the Learning Lab</b></span></div>
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<span style="font-size: small;">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. </span></div>
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<span style="font-size: small;">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. </span></div>
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<span style="font-size: small;">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.</span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-53196590615638278932018-04-16T07:00:00.000-04:002018-04-16T13:32:32.827-04:00Conference Preivew: Investing in your Employees: Strategies that Promote High Retention and Employee Satisfaction<br />
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<span style="font-size: small;"><span style="font-family: inherit;"><b><span style="line-height: 120%;">Session Title: </span></b><span style="line-height: 120%;">Investing in your Employees: Strategies that Promote High Retention and Employee Satisfaction</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><span style="line-height: 120%;"> </span><b><span style="line-height: 120%;"><br />Presenters:</span></b><span style="line-height: 120%;"> Tim Holland MPA, CHAM</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><b><span style="line-height: 120%;">Learning Lab: </span></b><span style="line-height: 120%;">Series 1</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><b><span style="line-height: 120%;">Date/Time: </span></b><span style="line-height: 120%;">May 4, 10:45</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><b><span style="line-height: 120%;">About the Learning Lab:</span></b></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><span style="line-height: 120%;">Four years ago, the CHRISTUS Trinity Mother Frances (CTMF) – Tyler Admission Services team was met with the all-too-familiar challenge of staffing and retaining entry-level admission employees for an extended period of time. Like most front-end departments, we found our compensation model directly competing with local small businesses, large retail chains and the ever-present fast food service industry. Our department hit an all-time low of 63 percent retention and extremely unfavorable employee engagement scores in Fiscal Year 2013.</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><span style="line-height: 120%;">To combat the negative metrics, a plan was put in place to resolve both retention and engagement issues, simultaneously, by implementing three distinct strategies over the course of a single fiscal year. To start, the plan first addressed associates’ feeling of complacency by creating a career ladder that required specific levels of tenured experience, expertise, and education in order to advance. The second strategy examined our entry-level position’s (titled a Registration Representative I) compensation by examining market value and improving our department incentive package. Finally, our strategies around hiring personnel were closely examined and altered to more align with the goals of the Admission Services Department and the overall Health System.</span></span></span></div>
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<span style="font-size: small;"><span style="font-family: inherit;"><span style="line-height: 120%;">In this NAHAM conference presentation, we’ll go through the three strategies we implemented that helped us achieve an 84 percent employee retention rate and extremely favorable employee engagement scores only a year later. </span></span></span></div>
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NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-52812112108047325802018-04-09T07:00:00.002-04:002018-04-09T13:46:57.573-04:00Conference Preview: Transgender and Gender Non-Conforming Patients: Cultural Sensitivity and the Healthcare Industry<br />
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Session Title: </span></b><span style="font-size: 12.0pt; line-height: 107%; mso-bidi-font-family: "Times New Roman"; mso-bidi-theme-font: major-bidi; mso-fareast-font-family: "MS Gothic"; mso-fareast-theme-font: major-fareast;">Transgender and Gender Non-Conforming Patients: Cultural Sensitivity and the Healthcare Industry</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Presenter: </span></b><span style="font-size: 12.0pt; line-height: 107%;">Amanda Watson</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Learning Lab: </span></b><span style="font-size: 12.0pt; line-height: 107%;">Series 5</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">Date/Time: </span></b><span style="font-size: 12.0pt; line-height: 107%;">May 5, 4:00 p.m.</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt; line-height: 107%;">About the Learning Lab</span></b></div>
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<span style="font-size: 12.0pt; line-height: 107%;">Over the past five to 10 years, the topic of transgender patients has come up frequently as an important issue in healthcare. I frequently hear questions like, “What does transgender mean?” and “I am sure we do not even see these kinds of patients. Why is this even important?” While many people feel that transgender is a new concept, you may be surprised to find that transgender individuals have existed for centuries in many cultures, potentially going back to the earliest of recorded times. The first known reassignment surgery occurred in 1931 under the hands of Magnus Hirschfeld in Berlin.</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;">There appears to be an increasing number of transgender persons presenting in the last several years because of expanded healthcare benefits and transgender visibility. Healthcare providers need to be culturally prepared to handle patients that are transgender or gender non-conforming for many reasons. As a healthcare provider, we must always work to provide a positive healthcare experience to maximize patient satisfaction. </span></div>
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<span style="font-size: 12.0pt; line-height: 107%;">A recent survey of transgender and gender non-conforming patient shows some alarming statistics. Of the individuals that have attempted to access healthcare in the year prior, 33 percent noted at least one negative experience based on their identity. An additional 23 percent did not seek treatment when they needed to due to fear of mistreatment. The survey results also found that 40 percent have attempted suicide at one point in their life, due to overwhelming depression and lack of support and/or resources. Please note that the suicide attempt rates for the general population is only 4 percent.</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;">Transgender and gender non-confirming people suffer significant healthcare barriers in accessing care. Additionally, in Meaningful User Stage 3 (MU3), the directive requires that the electronic health record (EHR) have the ability to collect sexual orientation and gender identity.<span style="mso-spacerun: yes;"> </span>One of the main goals for Healthy People 2020 is to improve access to comprehensive, quality healthcare services, while improving the health, safety, and well-being of lesbian, gay, bisexual, and transgender (LGBT) individuals. The American Medical Association House of Delegates stated in a 2017 session that a focus must be to “inform and educate the medical community and the public on the medical spectrum of gender identity.”</span></div>
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<span style="font-size: 12.0pt; line-height: 107%;">Your organization can improve the lives of these patients by making some small changes. The first is ensuring that it has clear policies on non-discrimination. Teach staff to use neutral language until you are familiar with what the patient prefers. Challenge stereotyping of any individuals. Encourage and allow disagreement on issues of gender identity, sexual orientation, and civil rights. In this learning lab, you will learn how to establish a method for your HER to capture Sexual Orientation and Gender Identity (SOGI) data to ensure a positive experience for all transgender and gender non-conforming patients. </span></div>
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<br /></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-70747431059310758102018-04-09T07:00:00.001-04:002018-04-09T13:46:57.616-04:00Conference Preview: Cultivating Internal Talent– Novant Health Revenue Cycle University<!--[if gte mso 9]><xml>
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<span style="font-family: inherit;"><b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt;">Session Title: </span></b><span style="font-size: 12.0pt;">Cultivating Internal Talent – Novant Health Revenue Cycle University</span></span></div>
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<span style="font-family: inherit;"><b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt;">Presenter: </span></b><span style="font-size: 12.0pt;">Danielle Andujar</span></span></div>
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<span style="font-family: inherit;"><b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt;">Learning Lab: </span></b><span style="font-size: 12.0pt;">Series 4</span></span></div>
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<span style="font-family: inherit;"><b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt;">Date/Time: </span></b><span style="font-size: 12.0pt;">May 5, 2:30 p.m.</span></span></div>
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<span style="font-family: inherit;"><b style="mso-bidi-font-weight: normal;"><span style="font-size: 12.0pt;">About the Learning Lab</span></b></span></div>
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<span style="font-family: inherit;"><span style="font-size: 12.0pt;">Patient Access employees are a diverse group, composed of different skills, education levels and backgrounds. Many are eager to learn more about their roles, but struggle to find resources beyond on-the-job training. Even though our teams are responsible for hundreds of thousands, even millions of dollars of revenue, there is no public or private university that offers courses in Patient Access or revenue cycle. Novant Health was eager to bridge the gap between on-the-job training and formal education. Revenue cycle leadership and our internal revenue cycle education department teamed up to create a university structure that would provide in-depth training. </span></span></div>
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<span style="font-family: inherit;"><span style="font-size: 12.0pt;">Novant Health Revenue Cycle University is an educational program devoted to examining broad issues in the revenue cycle. Classes offer a deep understanding of topics integral to the revenue cycle. They introduce each department in the Novant Health revenue cycle, review what makes each department unique and bring together team members from many different departments. Overarching goals of the program are to discuss how all these departments are inter-connected, learn the tools they use to measure success and focus on building connections between each team member and each department. Ultimately we hope to offer content needed to excel in revenue cycle positions. The program uses many different types of technology and learning such as guest speakers, online discussion boards and in-class training. This session will explore how the program was developed, the application and selection process and its structure and content, as well as an opportunity to hear about the experiences from past program participants. </span></span></div>
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NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-73833036205946444962018-04-09T07:00:00.000-04:002018-04-09T13:46:57.659-04:00Conference Preview: Virtual Patient Access Workflow Drives Mobility, Productivity at Cleveland Clinic<br />
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Session Title: </span></b><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Virtual Patient Access Workflow Drives Mobility, Productivity at Cleveland Clinic</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Presenters: </span></b><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Heidi Peris, Revenue Cycle Management, PreAccess Services, Cleveland Clinic</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Learning Lab: </span></b><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Series 5</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Date/Time: </span></b><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">May 5, 4:00 p.m.</span></div>
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<b style="mso-bidi-font-weight: normal;"><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">About the Learning Lab</span></b></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Cleveland Clinic is widely known for its culture of innovation and a patient-first mentality. Long-time leaders in patient portals, Cleveland Clinic has added options for patients to engage remotely through online access to scheduling, education materials, personal health records and more. Cleveland Clinic is now applying the same data-driven technology to support a virtual workflow in Patient First support services.</span></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Cleveland Clinic is giving staff tools to engage remotely while performing activities such as pre-registration, scheduling, financial counseling and customer service.</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"> By equipping employees with access to the information they need from wherever they are,</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"> they now have the option to work from home in a secure, paperless environment.</span></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">When transitioning to a remote setting, employees are given access to all software and applications used on-site through a secure data connection. Equipment includes a desktop computer, dual monitors, a phone and a hardware component used to record and integrate phone calls to the patient record. </span></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Remote employees send and receive faxes electronically and capture images from websites rather than printing and scanning. Recordings and captured images are indexed to the patient account and accessible to team members through the department’s communication management platform. Supervisors routinely review these records and listen to recordings to check for quality and accuracy.</span></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">Ultimately, the program has provided significant benefits — supporting employee mobility, productivity, and satisfaction — across the organization.</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"> </span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">The number of employees participating has grown from 20 to 70, and there is currently a push to see if more employees qualify. </span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">This has helped alleviate space constraints on-site. </span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">T</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">he program has also added flexibility for staff members</span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">, improving engagement and satisfaction while reducing turnover and absenteeism. </span><span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;"></span></div>
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<span style="font-family: "calibri" , sans-serif; font-size: 11.0pt;">This session will outline the program, outcomes, and lessons learned from Cleveland Clinic’s virtual program. Attendees will learn how their organizations can get started with a similar approach and rank among the innovative healthcare organizations already experiencing the benefits of the work-from-home model.</span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-11285853568637750882018-03-28T12:28:00.003-04:002018-04-03T08:44:41.846-04:00Conference Preview: A Look into Centralized Scheduling: The One-Stop Shop<span style="font-size: small;"><br /></span>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Session Title: </span></b><span style="line-height: 115%;">A Look into Centralized Scheduling: The One-Stop Shop</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Presenters: </span></b><span style="line-height: 115%;">Beth Bragalone, BS, CHAM, CRCR, CRCS-I, CHAA, Revenue Cycle Training Specialist Integrity Coordinator at Middle Park Medical Center.</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Learning Lab: </span></b><span style="line-height: 115%;">Series 3 (Panel)</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Date/Time: </span></b><span style="line-height: 115%;">May 5, 10:15 a.m.</span></span></div>
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<span style="font-size: small; line-height: 115%;">Healthcare today is the consumer market. With more hospitals offering services that help provide pricing transparency, patients have a vast opportunity to shop around and locate services that fit their lifestyle, most importantly their budget and time. Alongside hospitals providing better pricing transparency, patients have access to obtain information on physicians, hospital ratings and the quality of services. These facets make it truly a patient’s market giving them greater opportunity to locate cost-effective services with quality experience and care. </span></div>
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<span style="font-size: small; line-height: 115%;">A decentralized scheduling model within a hospital or hospital system can create inconsistencies across departments in processes, organizational structure, physician experience and, most importantly, the patient experience. These factors can cause scheduling confusion, scheduling errors, and a multitude of phone transfers that leave the patients and physicians dissatisfied. </span></div>
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<span style="font-size: small; line-height: 115%;">A decentralized model can also restrain a hospital’s ability to track data and key performance indicators (KPIs). Having an inability to track data and KPIs makes it harder to pinpoint bottlenecks in services and poor processes that should be addressed for better patient experiences and hospital ratings. With decentralized services in centralized scheduling, you are at risk of not capturing a piece of the consumer market for hospital services. Patients and physicians can choose other hospitals due to dissatisfaction and experience. </span></div>
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<span style="font-size: small; line-height: 115%;">A centralized scheduling “one-stop shop” model can increase customer service satisfaction, standardize processes within the hospital and afford ease of access to change alongside the healthcare industry. It can be an opportunity to provide patient education regarding services, insurance, and financial assistance all in one phone call or setting. Having the multitude of services centralized will provide consistency and quality among departments and help reduce wait time for patients. Financially, you could see an increase in hospital reimbursement and reduction in denials. Having a centralized scheduling model expands the ability to implement a quality assurance program that follows NAHAM’s key performance indicators, helps track metrics and allows to implement changes when needed. </span></div>
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<div class="MsoNormal">
<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Why is this topic so important to the world of Patient Access today?</span></b><span style="line-height: 115%;"> It is both the frontline and usually the first point of contact for consumers inquiring about services or scheduling services. Providing the patient the best experience in one phone call or setting alongside great patient care will bring consumers back for follow-up service and future care. </span></span></div>
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mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
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mso-ascii-theme-font:minor-latin;
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Name="toa heading"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 5"/> <w:LsdException Locked="false" Priority="10" QFormat="true" Name="Title"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Closing"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Signature"/> <w:LsdException Locked="false" Priority="1" SemiHidden="true"
UnhideWhenUsed="true" Name="Default Paragraph Font"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Message Header"/> <w:LsdException Locked="false" Priority="11" QFormat="true" Name="Subtitle"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Salutation"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Date"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Note Heading"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Block Text"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Hyperlink"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="FollowedHyperlink"/> <w:LsdException Locked="false" Priority="22" QFormat="true" Name="Strong"/> <w:LsdException Locked="false" Priority="20" QFormat="true" Name="Emphasis"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Document Map"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Plain Text"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="E-mail Signature"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Top of Form"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Bottom of Form"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal (Web)"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Acronym"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Address"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Cite"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Code"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Definition"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Keyboard"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Preformatted"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Sample"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Typewriter"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Variable"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal Table"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="annotation subject"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="No List"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 6"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 7"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 8"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 4"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 5"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 6"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 7"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 8"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Contemporary"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Elegant"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Professional"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 1"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 2"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 3"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Balloon Text"/> <w:LsdException Locked="false" Priority="39" Name="Table Grid"/> <w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Theme"/> <w:LsdException Locked="false" SemiHidden="true" Name="Placeholder Text"/> <w:LsdException Locked="false" Priority="1" QFormat="true" Name="No Spacing"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading"/> <w:LsdException Locked="false" Priority="61" Name="Light List"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3"/> <w:LsdException Locked="false" Priority="70" Name="Dark List"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 1"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 1"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 1"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 1"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 1"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 1"/> <w:LsdException Locked="false" SemiHidden="true" Name="Revision"/> <w:LsdException Locked="false" Priority="34" QFormat="true"
Name="List Paragraph"/> <w:LsdException Locked="false" Priority="29" QFormat="true" Name="Quote"/> <w:LsdException Locked="false" Priority="30" QFormat="true"
Name="Intense Quote"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 1"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 1"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 1"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 1"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 1"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 1"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 1"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 1"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 2"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 2"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 2"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 2"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 2"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 2"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 2"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 2"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 2"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 2"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 2"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 2"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 2"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 2"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 3"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 3"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 3"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 3"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 3"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 3"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 3"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 3"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 3"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 3"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 3"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 3"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 3"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 3"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 4"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 4"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 4"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 4"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 4"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 4"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 4"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 4"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 4"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 4"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 4"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 4"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 4"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 4"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 5"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 5"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 5"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 5"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 5"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 5"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 5"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 5"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 5"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 5"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 5"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 5"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 5"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 5"/> <w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 6"/> <w:LsdException Locked="false" Priority="61" Name="Light List Accent 6"/> <w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 6"/> <w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 6"/> <w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 6"/> <w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 6"/> <w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 6"/> <w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 6"/> <w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 6"/> <w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 6"/> <w:LsdException Locked="false" Priority="70" Name="Dark List Accent 6"/> <w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 6"/> <w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 6"/> <w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 6"/> <w:LsdException Locked="false" Priority="19" QFormat="true"
Name="Subtle Emphasis"/> <w:LsdException Locked="false" Priority="21" QFormat="true"
Name="Intense Emphasis"/> <w:LsdException Locked="false" Priority="31" QFormat="true"
Name="Subtle Reference"/> <w:LsdException Locked="false" Priority="32" QFormat="true"
Name="Intense Reference"/> <w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/> <w:LsdException Locked="false" Priority="37" SemiHidden="true"
UnhideWhenUsed="true" Name="Bibliography"/> <w:LsdException Locked="false" Priority="39" SemiHidden="true"
UnhideWhenUsed="true" QFormat="true" Name="TOC Heading"/> <w:LsdException Locked="false" Priority="41" Name="Plain Table 1"/> <w:LsdException Locked="false" Priority="42" Name="Plain Table 2"/> <w:LsdException Locked="false" Priority="43" Name="Plain Table 3"/> <w:LsdException Locked="false" Priority="44" Name="Plain Table 4"/> <w:LsdException Locked="false" Priority="45" Name="Plain Table 5"/> <w:LsdException Locked="false" Priority="40" Name="Grid Table Light"/> <w:LsdException Locked="false" Priority="46" Name="Grid Table 1 Light"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/> <w:LsdException Locked="false" Priority="51" Name="Grid Table 6 Colorful"/> <w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 1"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 1"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 1"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 1"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 1"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 1"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 2"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 2"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 2"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 2"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 2"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 2"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 2"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 3"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 3"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 3"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 3"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 3"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 3"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 3"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 4"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 4"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 4"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 4"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 4"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 4"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 4"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 5"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 5"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 5"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 5"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 5"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 5"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 5"/> <w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 6"/> <w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 6"/> <w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 6"/> <w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 6"/> <w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 6"/> <w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 6"/> <w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 6"/> <w:LsdException Locked="false" Priority="46" Name="List Table 1 Light"/> <w:LsdException Locked="false" Priority="47" Name="List Table 2"/> <w:LsdException Locked="false" Priority="48" Name="List Table 3"/> <w:LsdException Locked="false" Priority="49" Name="List Table 4"/> <w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark"/> <w:LsdException Locked="false" Priority="51" Name="List Table 6 Colorful"/> <w:LsdException Locked="false" Priority="52" Name="List Table 7 Colorful"/> <w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 1"/> <w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 1"/> <w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 1"/> <w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 1"/> <w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 1"/> <w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 1"/> <w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 1"/> <w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 2"/> <w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 2"/> <w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 2"/> <w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 2"/> <w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 2"/> <w:LsdException Locked="false" Priority="51"
Name="List Table 6 Colorful Accent 2"/> <w:LsdException Locked="false" Priority="52"
Name="List Table 7 Colorful Accent 2"/> <w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 3"/> <w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 3"/> <w:LsdException Locked="false" Priority="48" Name="List Table 3 Accent 3"/> <w:LsdException Locked="false" Priority="49" Name="List Table 4 Accent 3"/> <w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark Accent 3"/> <w:LsdException Locked="false" Priority="51"
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<span style="font-size: small;"><b>Session Title: </b><span style="line-height: 115%;">Career Ladder for Success</span></span></div>
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<span style="font-size: small; line-height: 115%;"><br /></span> <span style="font-size: small; line-height: 115%;"> <b>Presenters:</b><b style="mso-bidi-font-weight: normal;"> </b>Judy LB Parker, EdD Candidate, MSL, BSBA, Enterprise Director, Patient Access at Presbyterian Healthcare Services</span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Learning Lab: </span></b><span style="line-height: 115%;">Series 3</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="line-height: 115%;">Date/Time: </span></b><span style="line-height: 115%;">May 5, 10:15 a.m.</span></span></div>
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<span style="font-size: small; mso-bidi-font-family: Arial;">Retaining quality employees can be difficult. Some organizations have reported a 30–40 percent turnover rate in Patient Access and higher in the emergency room. Organizations typically have a career ladder for clinical staff but not for Patient Access. Staff shortages can have an adverse effect on patients and staff morale. How do you minimize staff turnover? Staff retention is done through a Career Ladder for Success.</span></div>
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<span style="font-size: small; mso-bidi-font-family: Arial;">This session looks at the development of a Patient Access career ladder and moving away from a multi-titled, siloed department. Patient Access leadership is tasked with hiring competent staff members who can meet and exceed the expectations of the organization and the patients. Recruiting is only a small portion of the task; one of the more important pieces is retaining the qualified and highly trained staff hired into the department. Most employees do not want to leave their job or the organization they work for but do want growth and a feeling of value. This learning lab will give you tools to structure a career ladder to not only develop the staff’s career and self-worth, but also benefit the organization through job sharing and cross-training.</span></div>
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<span style="font-size: small; mso-bidi-font-family: Arial;">Shortages within Patient Access can have an impact on physician scheduling, patient satisfaction and departmental morale. The time needed to train staff to perform at peak performance can be intensive. Patient Access has historically been seen as a “foot in the door” or “entry level” role, and when a seasoned individual leaves an organization, the knowledge and investment within that employee also leaves the organization. Showing employees that they have a future and a career within Patient Access will minimize the foot-in-the-door mentality and strengthen the employee pool for the </span><span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">organization.</span><span style="font-size: small; mso-bidi-font-family: Arial;"></span></div>
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Name="List Bullet"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Bullet 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Number 5"/>
<w:LsdException Locked="false" Priority="10" QFormat="true" Name="Title"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Closing"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Signature"/>
<w:LsdException Locked="false" Priority="1" SemiHidden="true"
UnhideWhenUsed="true" Name="Default Paragraph Font"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="List Continue 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Message Header"/>
<w:LsdException Locked="false" Priority="11" QFormat="true" Name="Subtitle"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Salutation"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Date"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text First Indent 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Note Heading"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Body Text Indent 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Block Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Hyperlink"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="FollowedHyperlink"/>
<w:LsdException Locked="false" Priority="22" QFormat="true" Name="Strong"/>
<w:LsdException Locked="false" Priority="20" QFormat="true" Name="Emphasis"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Document Map"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Plain Text"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="E-mail Signature"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Top of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Bottom of Form"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal (Web)"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Acronym"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Address"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Cite"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Code"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Definition"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Keyboard"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Preformatted"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Sample"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Typewriter"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="HTML Variable"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Normal Table"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="annotation subject"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="No List"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Outline List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Simple 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Classic 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Colorful 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Columns 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Grid 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 4"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 5"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 6"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 7"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table List 8"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table 3D effects 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Contemporary"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Elegant"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Professional"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Subtle 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 1"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 2"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Web 3"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Balloon Text"/>
<w:LsdException Locked="false" Priority="39" Name="Table Grid"/>
<w:LsdException Locked="false" SemiHidden="true" UnhideWhenUsed="true"
Name="Table Theme"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Placeholder Text"/>
<w:LsdException Locked="false" Priority="1" QFormat="true" Name="No Spacing"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading"/>
<w:LsdException Locked="false" Priority="61" Name="Light List"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 1"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 1"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 1"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 1"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 1"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 1"/>
<w:LsdException Locked="false" SemiHidden="true" Name="Revision"/>
<w:LsdException Locked="false" Priority="34" QFormat="true"
Name="List Paragraph"/>
<w:LsdException Locked="false" Priority="29" QFormat="true" Name="Quote"/>
<w:LsdException Locked="false" Priority="30" QFormat="true"
Name="Intense Quote"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 1"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 1"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 1"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 1"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 1"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 1"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 1"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 1"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 2"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 2"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 2"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 2"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 2"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 2"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 2"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 2"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 2"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 2"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 2"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 2"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 2"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 2"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 3"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 3"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 3"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 3"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 3"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 3"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 3"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 3"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 3"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 3"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 3"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 3"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 3"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 3"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 4"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 4"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 4"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 4"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 4"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 4"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 4"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 4"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 4"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 4"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 4"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 4"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 4"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 4"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 5"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 5"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 5"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 5"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 5"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 5"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 5"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 5"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 5"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 5"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 5"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 5"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 5"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 5"/>
<w:LsdException Locked="false" Priority="60" Name="Light Shading Accent 6"/>
<w:LsdException Locked="false" Priority="61" Name="Light List Accent 6"/>
<w:LsdException Locked="false" Priority="62" Name="Light Grid Accent 6"/>
<w:LsdException Locked="false" Priority="63" Name="Medium Shading 1 Accent 6"/>
<w:LsdException Locked="false" Priority="64" Name="Medium Shading 2 Accent 6"/>
<w:LsdException Locked="false" Priority="65" Name="Medium List 1 Accent 6"/>
<w:LsdException Locked="false" Priority="66" Name="Medium List 2 Accent 6"/>
<w:LsdException Locked="false" Priority="67" Name="Medium Grid 1 Accent 6"/>
<w:LsdException Locked="false" Priority="68" Name="Medium Grid 2 Accent 6"/>
<w:LsdException Locked="false" Priority="69" Name="Medium Grid 3 Accent 6"/>
<w:LsdException Locked="false" Priority="70" Name="Dark List Accent 6"/>
<w:LsdException Locked="false" Priority="71" Name="Colorful Shading Accent 6"/>
<w:LsdException Locked="false" Priority="72" Name="Colorful List Accent 6"/>
<w:LsdException Locked="false" Priority="73" Name="Colorful Grid Accent 6"/>
<w:LsdException Locked="false" Priority="19" QFormat="true"
Name="Subtle Emphasis"/>
<w:LsdException Locked="false" Priority="21" QFormat="true"
Name="Intense Emphasis"/>
<w:LsdException Locked="false" Priority="31" QFormat="true"
Name="Subtle Reference"/>
<w:LsdException Locked="false" Priority="32" QFormat="true"
Name="Intense Reference"/>
<w:LsdException Locked="false" Priority="33" QFormat="true" Name="Book Title"/>
<w:LsdException Locked="false" Priority="37" SemiHidden="true"
UnhideWhenUsed="true" Name="Bibliography"/>
<w:LsdException Locked="false" Priority="39" SemiHidden="true"
UnhideWhenUsed="true" QFormat="true" Name="TOC Heading"/>
<w:LsdException Locked="false" Priority="41" Name="Plain Table 1"/>
<w:LsdException Locked="false" Priority="42" Name="Plain Table 2"/>
<w:LsdException Locked="false" Priority="43" Name="Plain Table 3"/>
<w:LsdException Locked="false" Priority="44" Name="Plain Table 4"/>
<w:LsdException Locked="false" Priority="45" Name="Plain Table 5"/>
<w:LsdException Locked="false" Priority="40" Name="Grid Table Light"/>
<w:LsdException Locked="false" Priority="46" Name="Grid Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="Grid Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="Grid Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 1"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 1"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 1"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 1"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 1"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 1"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 2"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 2"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 2"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 2"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 2"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 2"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 3"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 3"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 3"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 3"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 3"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 3"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 4"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 4"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 4"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 4"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 4"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 4"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 5"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 5"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 5"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 5"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 5"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 5"/>
<w:LsdException Locked="false" Priority="46"
Name="Grid Table 1 Light Accent 6"/>
<w:LsdException Locked="false" Priority="47" Name="Grid Table 2 Accent 6"/>
<w:LsdException Locked="false" Priority="48" Name="Grid Table 3 Accent 6"/>
<w:LsdException Locked="false" Priority="49" Name="Grid Table 4 Accent 6"/>
<w:LsdException Locked="false" Priority="50" Name="Grid Table 5 Dark Accent 6"/>
<w:LsdException Locked="false" Priority="51"
Name="Grid Table 6 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="52"
Name="Grid Table 7 Colorful Accent 6"/>
<w:LsdException Locked="false" Priority="46" Name="List Table 1 Light"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2"/>
<w:LsdException Locked="false" Priority="48" Name="List Table 3"/>
<w:LsdException Locked="false" Priority="49" Name="List Table 4"/>
<w:LsdException Locked="false" Priority="50" Name="List Table 5 Dark"/>
<w:LsdException Locked="false" Priority="51" Name="List Table 6 Colorful"/>
<w:LsdException Locked="false" Priority="52" Name="List Table 7 Colorful"/>
<w:LsdException Locked="false" Priority="46"
Name="List Table 1 Light Accent 1"/>
<w:LsdException Locked="false" Priority="47" Name="List Table 2 Accent 1"/>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Session Title: </span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Centralized Scheduling Panel</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Presenters: </span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Beth Bragalone, Pamela Ravare, Amy Tirabassi, </span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Learning Lab: </span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Series 3 - PANEL</span></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Date/Time: </span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">May 5, 10:15 a.m.</span></span></div>
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<span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">In
a unique conference preview, here we have three experts coming together to
discuss centralized scheduling. Below, we hear from all three panelists on
their specific expertise in this area and why the session is important for all
Patient Access professionals: </span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">Beth
Bragalone:</span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;"> A decentralized scheduling model within a hospital or hospital system
can create inconsistencies across departments in processes, organizational
structure, physician experience and, most importantly, the patient experience.
These factors can cause scheduling confusion, scheduling errors, and a
multitude of phone transfers that leave the patients and physicians
dissatisfied. </span></span></div>
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<span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">A centralized scheduling “one-stop
shop” model can increase customer service satisfaction, standardize processes
within the hospital and afford ease of access to change alongside the
healthcare industry. It can be an opportunity to provide patient education
regarding services, insurance and financial assistance all in one phone call or
setting. Having the multitude of services centralized will provide consistency
and quality among departments and help reduce wait time for patients.
Financially, you could see an increase in hospital reimbursement and reduction
in denials. Having a centralized scheduling model expands the ability to
implement a quality assurance program that follows NAHAM’s key performance
indicators, helps track metrics and allows to implement changes when needed. </span></div>
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<span style="font-size: small;"><br /></span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Pamela Ravare</span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">: <span style="mso-bidi-font-weight: bold;">Our
organization has undergone an access leadership evolution this past year. We
have transitioned access accountability from a practice level to a medical group
level by defining and differentiating access leadership in practice operations.
We have leveraged technologies, centralized/standardized workflows and we have
taken an omnichannel approach to appointment routes. </span></span></span></div>
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<span style="font-size: small;"><br /></span></div>
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<span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-font-weight: bold; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Solving access challenges is a multidisciplinary
effort. We had to gain a full understanding of our patient struggles with
accessing care, identifying those areas and locations with bottlenecks around
appointment scheduling, arrival and registration, wayfinding and provider
delays. </span><span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">I would emphasize
the importance of taking a hard look at access challenges from the patient’s
perspective. Where are your access breakdowns? Like most hospital
organizations, we faced challenges with pigeonholed leadership, fragmented
decision-making and uncoordinated efforts with access initiatives in the
organization. </span></div>
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<span style="font-size: small;"><b style="mso-bidi-font-weight: normal;"><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";">Amy Tirabassi:</span></b><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin; mso-fareast-font-family: "Times New Roman";"> </span><span style="mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">What started as a two-year plan to
automate scheduling and implement protocol best practices at our hospital
organization has manifested into centralized, cross-department scheduling for
multiple surgical and non-surgical specialties across the organization. To get
to that next level however, it was essential to foster collaboration between
representatives of Patient Access, clinical operations, and a Physician
Clinical Practice Association. This helped earn their trust and support for
adopting best practices such as the harmonization of physician scheduling
protocols and outcomes that promote getting the <i>right patient, with the
right provider, at the right cost.</i></span></span></div>
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<span style="font-size: small; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">Johns Hopkins has now effectively used
automated scheduling for a service line that supports musculoskeletal patients
and spans across multiple surgical and non-surgical specialties allowing for
more efficient and effective resource allocation without decreasing appointment
quality.</span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-47873734511099109102018-03-19T13:16:00.000-04:002018-03-19T13:16:00.251-04:00The ONC’s SAFER Patient Identification Self-Assessment Looks at Both Technology and Users<div class="MsoNormal">
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">The Office of the National Coordinator for Health Information Technology (ONC) offers healthcare organizations a self-assessment for optimizing their use of electronic records in the area of patient identity. The patient identity self-assessment is actually one of nine areas offered on the SAFER (Safety Assurance Factors for EHR Resilience) platform. The patient identity self-assessment and others may be found on ONC’s website at </span><a href="https://www.healthit.gov/SAFERGuide"><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">https://www.healthit.gov/SAFERGuide</span></a><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">, or by searching for “ONC safer guides” on Google. The guides are also downloadable as PDFs. Each self-assessment begins with a checklist of recommended practices, followed by a “practice worksheet” that gives rationales for and examples of how to implement each recommended practice. </span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Three domains organize the recommendations. Within the first domain, <i>Safe Health IT</i>, it is recommended that an enterprise-wide master patient index that includes patients’ demographic information and medical record number be used to identify patients before importing data. Duplicate patient records are a common problem that the ONC wants to help address, and it explains that an enterprise-wide patient index “reduces the occurrence of duplicate patient records by increasing the likelihood that patients with previous encounters are identified.” As a practical matter, this could be a master patient index that employs an algorithm that uses patients’ first name, last name, date of birth and gender as well as other attributes (e.g., zip code, telephone number and the last four digits of a Social Security number). It could also involve policies and procedures to identify and prevent duplicate patient record creation and a means to integrate unintentional duplicate records into one complete record.</span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">The self-assessment also recommends that users are warned (by the health IT system) when they attempt to create a new patient record (or look up a patient) whose first and last names are the same as another patient or when the user attempts to look up a patient and the search returns multiple patients with the same or similar names. Using automated EHR processes to prevent duplicate records is seen as a way to prevent unintentional human errors, getting at one of the big risks seen in managing patient records: Creating duplicate records or commingling two different patient records results in a serious patient safety risk. A system might display an alert or warning if that patient, or a patient with similar demographic data, already exists. It might also display in a visually distinct manner the patient names when multiple patients in the system have similar demographic data. There are a total of six recommended practices within the <i>Safe Health IT</i> domain.</span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Organized in the second domain, <i>Using Health IT Safely,</i> are a total of seven recommendations. For example, it is the recommended practice that patients be registered in a centralized, common database using standardized procedures (I would emphasize “standardized procedures”). As a rationale for this recommendation, the self-assessment notes that nonstandard registration practices and the lack of access to a common database are known causes of duplicate medical records for the same patient. What this might look like in practice would be an organizational policy that establishes standardized registration procedures and a common database to serve as the “source of truth” for determining if a record already exists on a person who presents for service. This might also include requiring a picture ID when verifying the identity of new patients, as well as training registration in consistent patient entry practices across the various points of entry (e.g. ER, inpatient, clinic, phone, internet). This practice of using standardized procedures might also include prompting the registrar when creating a new patient record to consider potential matches in the existing database. What I like about the discussion around this recommendation is the acknowledgment that technology alone will not get us where we want to be. Recognizing the human-user component is key, and training to common protocols for data entry is such an important part in the overall equation.</span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">A process to assign a temporary unique patient ID (which is later merged into a permanent ID) for instances when the patient registration system is unavailable or the patient is not able to provide the required information is another recommended practice. Processes must be in place to address those instances when a patient needs to be cared for immediately without the normal registration process. Staff members should be trained in the creation and use of temporary IDs and how and when to merge temporary records into permanent ones.</span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Under the third domain, <i>Monitoring Safety,</i> it is recommended that the organization regularly monitor its patient database for patient identification errors and potential duplicate patients and records. Monitoring reduces the likelihood that patients will be misidentified and harmed as a result, and once identified, duplicate records should be deleted and merged. It seems that identifying duplications will also help identify weaknesses not only in the health IT system but also in protocols and training. What I would love to see more of from the ONC is, in fact, recognition that health IT will only succeed if it is built upon input from the user community and its investment is mirrored by a similar investment in the protocols and training that make a great team of users, from the frontline to the back office and the obvious clinical work in between. And to be fair, the SAFER self-assessment for patient identification acknowledges this in its introduction: </span></div>
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<i><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Processes related to patient identification are complex and require careful planning and attention to avoid errors. In the EHR-enabled healthcare environment, providers rely on technology to help support and manage these complex identification processes. Technology configurations alone cannot ensure accurate patient identification. Staff also must be supported with adequate training and reliable procedures.</span></i></div>
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<br /></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">I’ve highlighted only some of the recommendations of the SAFER self-assessment for patient identity. Taken in total, the recommended practices demonstrate how the ONC sees a very robust technology aiding in positive patient identification in the use of EHR. It should also be noted that the SAFER self-assessment for patient identity is very much intended to address patient identity issues in all settings, including the clinical setting, addressing risks associated with a clinician’s need to access patient data. Even with the ONC’s heavy reliance on IT solutions, the recommendations demonstrate the importance of policies and procedures and the need for initial and ongoing training throughout the organization. This is something that Patient Access knows well and that NAHAM has long championed. </span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">And that’s the conclusion of a 2016 study published in the Online Research Journal, Perspectives in Health Information Management, “Why Patient Matching is a Challenge: Research on Master Patient Index (MPI) Data Discrepancies in Key Identifying Fields.” The report cites estimates that healthcare’s EHR system has an 8–12 percent rate of duplicate records (and it cites a RAND Corporation report that duplicate record rate in U.S. healthcare ranges from 8 percent to as much as 15 or 16 percent in larger healthcare systems). The study found numerous reasons for duplicate records, including lack of data standardization, frequently changing demographic data, required multiple demographic data points, and the prevalence of default and null values in key identifying fields. </span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">As for its observations and recommendations, the study suggests to its health information management professionals “partnering with colleagues in Patient Access to establish standard policies and procedures, such as patient searching protocols, standard name entry conventions and questions that registrars can ask the patient in order to determine if the patient has ever been to the facility or practice before.” I would hope the financial managers and strategic planners of hospital systems large and small are engaging Patient Access on this important issue of positive patient identification, duplicate medical records and ensuring the clinical side is getting the right information for the right patient.</span></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">And echoing what’s been noted above, the study concludes:</span></div>
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<i><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">No amount of advanced technologies or increased data capture will completely eliminate human errors. Creating policies and procedures for front-end and back-end staff to follow is foundational for the overall data integrity process. Training staff on standard policies and procedures will result in fewer duplicates on the front end and more accurate duplicate records record matching and merging on the back end.</span></i></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">The study cites among other works the Patient Identification and Matching Final Report prepared for the ONC in 2014. The report compiles the input of numerous organizations in the healthcare space, including NAHAM. Summarizing NAHAM’s input to the report seems a great place for me to end:</span></div>
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<i><span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">Positive patient identification is the first critical step in providing patient care. Incorrect patient identification through the registration process increases the potential for patient harm. Improved patient identification standards, processes and technology ensure safe and appropriate patient care and can eliminate duplicate medical records and fraudulent billing. NAHAM supports continuing efforts to create an environment of positive patient identity and believes that the standardization of patient identification protocols and technologies are important means to this goal. NAHAM supports the development of standards for data attributes in electronic systems, whether clinical or administrative and enhanced common capabilities for all healthcare data systems to input standardized data. Education and training are important parts of the solution for positive patient identity. Education and training are also important to ensure personnel at all levels understand the important roles patient data input and patient identification protocols serve in enhancing patient safety.</span></i></div>
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<span style="font-family: "Calibri",sans-serif; mso-ascii-theme-font: major-latin; mso-bidi-theme-font: major-latin; mso-hansi-theme-font: major-latin;">By Frank Moore, NAHAM's Government Relations Director</span></div>
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NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-40719986126052102932017-07-20T10:10:00.002-04:002017-07-20T10:10:41.532-04:00CMS Notices on Advance Beneficiary Notice of Noncoverage, Hospital Appeal Notices and Detailed Notice of Discharge
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<span style="color: black; font-family: "Calibri","sans-serif"; mso-ansi-language: EN-US; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;"><span style="font-family: Arial, Helvetica, sans-serif;">Members have brought two CMS notices to our attention recently.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"></span><br />
<strong><span style="font-family: Arial, Helvetica, sans-serif;"><u>Advance Beneficiary Notice of Noncoverage</u></span></strong><br />
<span style="font-family: Arial, Helvetica, sans-serif;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">The Advance Beneficiary Notice of Noncoverage (ABN), Form CMS-R-131, is issued by providers (including independent laboratories, home health agencies, and hospices), physicians, practitioners, and suppliers to Original Medicare (fee for service) beneficiaries in situations where Medicare payment is expected to be denied. Guidelines for mandatory and voluntary use of the ABN are published in the </span><a href="https://www.cms.gov/Medicare/Medicare-General-Information/BNI/Downloads/ABN-CMS-Manual-Instructions.pdf"><span style="font-family: Arial, Helvetica, sans-serif;">Medicare Claims Processing Manual, Chapter 30, Section 50</span></a><span style="font-family: Arial, Helvetica, sans-serif;">. </span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"> </span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"><u>What's New?</u></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">In March 2017, the Office of Management and Budget (OMB) has approved the renewal of the ABN, Form CMS-R-131, and form instructions. While there are no changes to the form itself, providers should take note of the newly incorporated expiration date on the form. With the 2016 PRA submission, a non-substantive change has been made to the ABN. In accordance with Section 504 of the Rehabilitation Act of 1973 (Section 504), the form has been revised to include language informing beneficiaries of their rights to CMS nondiscrimination practices and how to request the ABN in an alternative format if needed. The effective date for use of this ABN form is 6/21/2017.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"> </span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Here is the </span><a href="https://www.cms.gov/Medicare/Medicare-General-Information/BNI/ABN.html" target="_blank"><span style="font-family: Arial, Helvetica, sans-serif;">CMS webpage</span></a><span style="font-family: Arial, Helvetica, sans-serif;"> with the announcement and links to the ABN form and instructions (</span><a href="https://www.cms.gov/Medicare/Medicare-General-Information/BNI/ABN.html"><span style="font-family: Arial, Helvetica, sans-serif;">https://www.cms.gov/Medicare/Medicare-General-Information/BNI/ABN.html</span></a><span style="font-family: Arial, Helvetica, sans-serif;">).</span></span><div class="MsoNormal" style="margin: 0in 0in 0pt;">
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<strong><span style="font-family: Arial, Helvetica, sans-serif;"><u>Hospital Appeal Notices & Detailed Notice of Discharge</u></span></strong></div>
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<span style="font-family: Arial, Helvetica, sans-serif;"></span> </div>
<span style="font-family: Arial, Helvetica, sans-serif;">Hospitals are required to deliver the Important Message from Medicare (IM), CMS-R-193 to all Medicare beneficiaries (Original Medicare beneficiaries and Medicare Advantage plan enrollees) who are hospital inpatients. The IM informs hospitalized inpatient beneficiaries of their hospital discharge appeal rights. Beneficiaries who choose to appeal a discharge decision must receive the Detailed Notice of Discharge (DND) from the hospital or their Medicare Advantage plan, if applicable.</span><br />
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<span style="font-family: Arial;"><u>What's New?</u></span><br />
<span style="font-family: Arial;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">The effective date for use of the updated IM and DND is 60 days from June 29, 2017. There have been a number of updates to this CMS message.</span><br />
<span style="font-family: Arial, Helvetica, sans-serif;"></span><br />
<span style="font-family: Arial, Helvetica, sans-serif;">Here is the <a href="https://www.cms.gov/Medicare/Medicare-General-Information/BNI/HospitalDischargeAppealNotices.html" target="_blank">CMS webpage</a> with the latest notices (<a href="https://www.cms.gov/Medicare/Medicare-General-Information/BNI/HospitalDischargeAppealNotices.html">https://www.cms.gov/Medicare/Medicare-General-Information/BNI/HospitalDischargeAppealNotices.html</a>).</span><br />
<span style="font-family: Arial;"></span><br />
<span style="font-family: Arial;">You may have seen this most recent notice on CMS-R-193:</span><br />
<span style="font-family: Arial;"></span><br />
<span style="color: black; font-family: "Calibri","sans-serif"; font-size: 11pt;">On June 7, 2017, the Centers for Medicare & Medicaid Services
(CMS) posted new versions of the Important Message from Medicare (IM) form
(CMS-R-193) and the Detailed Notice of Discharge (DND) form (CMS 10066) on the <a href="https://urldefense.proofpoint.com/v2/url?u=http-3A__r20.rs6.net_tn.jsp-3Ff-3D001m97MNf2Ogf5SUCf2nQMI3-5FUSvHvNfuFjOfiudMrUMj3h2GUB6wmqfynbVuKRfs1rvIvfjN5574DtcMXKJPn4-5Fs3TSFuAAFa0KbzI0ZXO3Jq6udSH9zN-5Fsx-2Dk5MoPkhJ4wbN5i9YcMSgVTfP1fm4AC2gUzRPJS79RocjG0AW5OLbF35PM3pgtgLjSuhi0w2HXf-5F0aJD9jFS-5FBnc2BOExwYG7an8MKipXV82G3bbAAYX4WpLtmwZ1tBIbHdJzZm2YZZrbzDR9k9NO5MpydilK10w-3D-3D-26c-3DCj6of2lU4Dp1OOtqKPux8-2D1josKWWl9ZXUhXZMRX0y3xi1GCLq-2DMDw-3D-3D-26ch-3DDzjpzdir8Q8Ag32s7U4989WQYweKxzZSu9MFGKZfWao9TT55WDAgng-3D-3D&d=DwMFaQ&c=tAAbe3VWSXg4_eMSItYKuRlnp5vCb2OrQZQHnRXk_fc&r=Dg_99P_4LnEWM0lxbT_DeVBjZuuMoWuqm2caEhqkFnA&m=LblA5Umv_ZQik3zoKGwTG27jIa8EEC-X1MFyaiGQbcg&s=h83pR-vV_e5fpub5FYsOWIdBT5a6hCEYs_giSv7Xm2g&e=" target="_blank"><span style="color: blue;">Beneficiary Notices Initiative</span></a> webpage. The associated
instructions for use are also available. <o:p></o:p></span><br />
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<span style="color: black; font-family: "Calibri","sans-serif"; font-size: 11pt;">The new IM form incorporates the following language related to
discrimination - "For more information, call 1-800-MEDICARE
(1-800-633-4227), or TTY: 1-877-486-2048. CMS does not discriminate in its
programs and activities. To request this publication in an alternate format, please
call: 1-800-MEDICARE or email: <a href="mailto:AltFormatRequest@cms.hhs.gov"><span style="color: blue;">AltFormatRequest@cms.hhs.gov</span></a>."
The Detailed Notice also has new language related to discrimination. Both forms
have new expiration dates.<o:p></o:p></span></div>
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<strong><span style="color: black; font-family: "Calibri","sans-serif"; font-size: 11pt; mso-ansi-language: EN-US; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-US; mso-fareast-theme-font: minor-latin;">CMS
is requiring that the new version of these forms must be in use by August 28,
2017.</span></strong><br />
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-6621953742978576212017-04-20T11:22:00.001-04:002017-04-20T11:22:21.722-04:00Promoting Value Through Transparency<div class="MsoNormal">
<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"><i>Presented by Stephanie Benintendi, Corporate Director of
Patient Access at Centura Health</i><br /><span style="font-size: 10pt; line-height: 115%;"><br /></span></span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"><span style="font-size: 10pt; line-height: 115%;">We caught up with Stephanie Benintendi to discuss her Learning
Lab at this year’s </span><a href="http://www.naham.org/?page=Conference17"><span style="font-size: 10pt; line-height: 115%;">NAHAM
Annual Conference</span></a><span style="font-size: 10pt; line-height: 115%;">. She will address what “transparency” means
within healthcare reform. Follow Centura Health's journey of being an industry
leader in transparency for consumers using science and art to set the bar for
best practice. </span></span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"><br /></span></div>
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<b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">Why is this a must-attend session? </span></b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">This
session revolves around bringing transparency to the consumer in a way that is
modeled after other industries to try to break down the barriers patients have
in accessing care due to cost. As the Affordable Care Act has expanded
insurance coverage to more people, it also brought with it higher out-of-pocket
costs for some in the form of deductibles and co-insurance that they haven’t
had to deal with in the past.</span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"> <o:p></o:p></span></div>
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<b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">Why is this topic so important to the world of
Patient Access today? </span></b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">We are the frontline associates in the
hospitals who have to try to explain all this to patients when it comes time to
schedule a visit or procedure, and then have the sometimes uncomfortable
conversation with them about financial arrangements for that care. If the
healthcare industry can become more transparent in their prices to the public
so they can self-educate from a trusted source (their local hospital), our
patients will not feel so vulnerable and can start to ask questions from an
informed position.<br /><br /><o:p></o:p></span></div>
<br />
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<span style="font-family: Arial, sans-serif; font-size: 10pt;">Visit the </span><a href="https://naham.site-ym.com/page/LearningLabs2017"><span style="font-family: "Arial",sans-serif; font-size: 10.0pt;">NAHAM website</span></a><span style="font-family: Arial, sans-serif; font-size: 10pt;"> to check out the full line-up of Learning Labs.<o:p></o:p></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0tag:blogger.com,1999:blog-8572752191588978264.post-81588768835374357082017-04-18T10:29:00.000-04:002017-04-18T10:29:02.863-04:00Using NAHAM AccessKeys and Benchmarking to Reduce Cost<div class="MsoNormal">
<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%; mso-bidi-font-weight: bold;"><span style="font-size: 10pt;"><i>Presented by Danielle Andujar, regional director of Patient
Access at Novant Health </i></span><span style="font-size: 10pt; line-height: 115%;"><br /></span></span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%; mso-bidi-font-weight: bold;"><span style="font-size: 10pt; line-height: 115%;"><br /></span></span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%; mso-bidi-font-weight: bold;"><span style="font-size: 10pt; line-height: 115%;">We sat down with Danielle Andujar
to discuss her presentation at the </span><a href="http://www.naham.org/?page=Conference17"><span style="font-size: 10pt; line-height: 115%;">NAHAM
43<sup>rd </sup>Annual Conference</span></a><span style="font-size: 10pt; line-height: 115%;">. </span><span style="font-size: 10pt; line-height: 115%;">Join
Novant Health and Danielle as she discusses how we can reduce cost in our
Patient Access departments by $3.1 million.</span></span></div>
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<span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"><o:p></o:p></span></div>
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<b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">Why is this a must-attend session?</span></b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;"> Key
performance indicators are fairly easy to find, especially since NAHAM provides
updated access keys regularly. Once you have this important benchmarking data,
what do you do next? Learn how Novant Health leveraged this data to establish
standards to improve performance while reducing cost.<br /><br /><o:p></o:p></span></div>
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<b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">Why is this topic so important to the world of
Patient Access today? </span></b><span style="font-family: "Arial",sans-serif; font-size: 10.0pt; line-height: 115%;">Benchmarking is an essential first step to
improve an organization’s performance while understanding industry standards.
NAHAM cites some benefits of benchmarking are: creating a culture of
excellence; breakthrough thinking and innovation; creating a better
understanding of competitors and the dynamics of the industry; providing a
sense of urgency for process improvements; and ensuring that best practices in
the industry are included in the organization’s work practices.<br /> <o:p></o:p></span></div>
<br />
<div class="p2">
<span style="font-family: Arial, sans-serif; font-size: 10pt;">Visit the </span><a href="https://naham.site-ym.com/page/LearningLabs2017"><span style="font-family: "Arial",sans-serif; font-size: 10.0pt;">NAHAM website</span></a><span style="font-family: Arial, sans-serif; font-size: 10pt;"> to check out the full line-up of Learning Labs.<o:p></o:p></span></div>
NAHAM Government Relationshttp://www.blogger.com/profile/03217889618516290497noreply@blogger.com0