CHAA Examination Preparation

1. CHAA Examination Preparation Future Development – Session III Pages 123-134 University of Mississippi Medical Center

2. What to Expect… • This module covers various aspects of Patient Access knowledge found in pages 123-134 of the FUTURE DEVELOPMENT section of the 2010 CHAA Study Guide. • A quiz at the end will measure your understanding of the content covered.

3. Benchmarking Benchmarking is an Organizational Improvement Tool where a company: • MEASURES its PERFORMANCE or PROCESSES against other companies’ best practices • DETERMINES how those companies achieved their performance levels • USES that information to improve its own performance

4. Benchmarking • By doing so, they measure and compare all functions, systems, and practices against strong competitors. • This identifies quality gaps where the hospital needs to improve in order to gain a competitive advantage. • Used continually, benchmarking ensures that best practices are always evolving.

5. Types of Benchmarking • INTERNAL BENCHMARKING is done within the same organization. • EXTERNAL BENCHMARKING is done against another organization that provides the same service or product. • FUNCTIONAL BENCHMARKING is done in reference to a similar function in another industry.

6. Productivity • Productivity is simply the measure of labor output of production. • In Patient Access, this typically means: • Number of registrations per day/hour/etc. • Accuracy Rate • Productivity should measure VALUE as well as OUTPUT

7. Quantitative vs. Qualitative • Quantitative means: • QUANTITY – How much or how many patients did you register? • Qualitative means: • QUALITY – What was the Accuracy Rate of the 20 patients you registered yesterday?