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Assessing The Value of Web 2.0 on Knowledge Management. A health care reimbursement study ICELW Conference June 2013. Agenda. About Me Research – KM and Web 2.0 The Industry The Organization KM C hallenges Web 2.0 / KM System Qualitative / Quantitative Analysis Limitations. About Me.
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Assessing The Value of Web 2.0 on Knowledge Management A health care reimbursement study ICELW Conference June 2013
Agenda About Me Research – KM and Web 2.0 The Industry The Organization KM Challenges Web 2.0 / KM System Qualitative / Quantitative Analysis Limitations
About Me • Undergraduate in Management • Work in Financial Services, Insurance, Healthcare • MBA – Healthcare / Marketing • MS – Industrial Relations (Economics) • Adjunct Professor • Traditional, Online, Hybrid • DBA – Operations and Information Management • Impact of Web 2.0 on KM • Mixed Methods Research • Expected 2015
Knowledge Management (KM) Strategies and practices used to identify, create, represent, distribute, and enable adoption of information and experiences Focus on objectives such as improved performance, competitive advantages, innovation, the sharing of lessons learned, integration and continuous improvement. Overlap with organizational learning includes a focus on knowledge as a strategic asset. Charlie’s Story…
Charlie’s Consulting Service Hitting Valve With Mallet……………………………………………….... $ 1.00 Knowing Where and How Hard………………………………………….$ 24,999.00 Total Due………………………………………………………………………... $25,000.00
Web 2.0 Second Generation of the World Wide Web. Collaboration and Information Sharing Online. Web 1.0 Static => Web 2.0 Dynamic Open Communication, Web based Communities Communities Of Practice/Knowledge Wisdom of Crowds Blogs, Wikis, Social Networks
Industry Overview • Health Care Funding • Physician / Hospital Payments • Third Party Payers • Government (e.g. Medicare, Medicaid) • Insurers (e.g. Commercial Payers) • Self Pay • Negotiated Contracts • Participating Physicians • Large (and Growing) Physician Practices
Payment Failure Points Coding error Output error Failure Failure Failure Processing error Application error Contract Error Administrative error
The Organization - Consultant Services • Understand Contractual Agreements • Virtually always changing • Administered incorrectly • Review Billing and Payment Data • Monthly cyclical process • Identify Physician Underpayments • Work with Payers to Make Physicians Whole • Payment on Contingency basis • Account Managers Compensated on Successful Payment Recovery
The KM Challenge • Know 10 – 12 Clients and 20 – 30 Payers • Different Contractual Agreements • Different Requirements • Multiple Projects in Flight • Monthly Data changes • Understand the Impact of Regulatory and Administrative Changes • Contract Renewal Dates • Important Milestones • Rate Increases • Coding Changes • Knowledge Sharing across Clients and Payers
– Collaborate More Easily Work with Coworkers, Clients, and Vendors. Create, Follow and Contribute Discussions Make Announcements Share Documents, Coordinate Calendars Hold Web Meetings Manage Tasks, Build Web Databases Implemented and Developed Over 2008 -Present
Quantitative Analysis • Identify Contributions to Database • Measure Results in Performance • Tracked Monthly Results • 42 Months worth of data • Measure Correlation using SPSS • Pearson Product-Moment Correlation • -1 is a Reverse Correlation • 0 is Absolutely No Correlation • +1 is a Positive Correlation
Qualitative Analysis • Interviews with Individuals • Increased Autonomy • Convenient place to house information • Good reference tool; less information to remember • Ability to search • Downloadable information for analysis • Easy to use • Consistent format data entry
Employee Engagement Increase in Employee Engagement Less dependence on asking the question More reliance on the data base More autonomy in work More continuity if people not available Increase in documentation “How did we get buy without it?”
Study Limitations • Small Company size • Specific Industry / Specialized Work • Early inconsistent use of WebOffice • Early inconsistent tracking of Monthly Financial & Operational Data • Difficulty Coding Data Contributions • Timing and Quality • Additional Study Opportunities • Comparing Separate Organizations or Industries
Questions? I hope to be back next year with additional information!