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Elevating Staff and Front End Processes to Optimize Revenue Cycle Results. Presented by Melissa Viohl, CRCR Director, Patient Access Centra Health – Lynchburg Virginia. Objectives. Effective methods of motivating staff through training, communication and incentives .
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Melissa Viohl, CRCR
Director, Patient Access
Centra Health – Lynchburg Virginia
Acute Rehab 20
Acute Psych 41
Post Acute 447
continuous process improvement
Implementbest practice for all work processes across patient access points.
Hold staff accountable.
Centra continually trains staff, implemented staff promotion path, and paid testing for certification
Director and VP level communication with leaders, educating front line clinical staff
Communicate with Service Lines
Emphasis should be on any process that continues to be manual – can it be migrated. or does it have system optimization potential?
Analyze Work Processes
Identify Barriers and System Shortfalls
Gaining TractionEnd of 2007 into 2008 The Journey Begins…
Departmental KPI’s are published on webpage, open the entire organization
Scores are shared at departmental meetings, service areas and with senior executives
But…. don’t drink your own koolaid…
2012 Comparison to Peer Hospitals
2011 Comparison to Peer Hospitals
2010 Comparison POS Collections
2011 Comparison POS Collections
2012 Comparison POS Collections
2013 Comparison POS Collections
Registration Accuracy Rate Benchmarksas published by HFMA 9/2011 in Healthcare Financial Management MagazineArticle – “the hidden KPI – registration accuracy, by Paul Shorrosh”as provided by AccuReg Software
Estimates returned include negotiated rates so as to help explain to the patient their final responsibility
Questions about Centra’s program?
What part do you think Access processes play in overall Revenue Cycle improvements?
Do you have a defined development program for front end staff?
How does your organization work collaboratively to increase Revenue Cycle awareness
partner with your employees