About Children’s Hospital Colorado

3. About Children’s Hospital Colorado • Private, not-for-profit pediatric healthcare network • Obtained Magnet status in 2006 • In addition to one main campus facility • 2 hospital locations within community hospitals • 2 urgent care sites • 1 urgent care site within another hospital • 1 free standing surgery center • 9 satellite specialty care centers • Level I trauma center • Maternal fetal medicine program opened in March 2011 • Ranked among top 10 children’s hospitals for over a decade • Statistics • 318 licensed beds • 499,525 annual outpatient clinic visits (2010) • Celebrating over 100 years of commitment to pediatric care!

4. Pre Modular Training Structure • Three CAS Trainers for the organization dedicated to Main Admissions, ED, Urgent Care Registration, Check-in, Check-out, and Scheduling Roles. • CAS “Just in Time” Training • Centered around personal schedules • No consistent timeframes • Department “Star” Performers • One on One “Hands on” Training • No written outline of topics to work through • Possibility of passing on “bad” habits

5. Pre-Modular training • Fire hose approach • 40 hrs shadowing • 3 days EHR training • 40 more hours shadowing

6. Results • Poor registration quality • Duplicate guarantor/wrong guarantor • High duplicate MRN • Overlay Issues • Wrong coverage • High Denial • Rework of accounts from PFS and IV • Low employee satisfaction for both new & established employees

7. Obvious Need for Change • Brainstorming Started • CAS Leadership Team • PAS Leadership Team • Ambulatory Services Leadership Team

8. What Are Our Options? • Maintain our current process • One-on-One Trainer Training • Computer Based Training • Instructor Lead Training • Inter-Department Training • Create a combination incorporating all of the above

9. First Steps…. Create Focus Groups to find Best Practice • Admissions Group • PAS Leadership • Urgent Care Leadership • CAS Trainers • Ambulatory Group • Ambulatory Operation Managers • Business Operation Coordinators • CAS Trainers

10. First Steps… • Goals • Increase New Hire Productivity, Confidence, Quality • Expand current employee training options • Leverage CAS capabilities to provide blended learning and more robust training opportunities • Improve Employee, Patient and Provider Satisfaction

11. First Steps… • Program Design Summary: • Subdivide previous training into modules • Delivery over 4-6 weeks in prescribed sequence via • Self-paced assignments • Classroom Training • Department training • Provide foundational concepts in preparation for hands-on training • Builds in work assignments for reinforcement and productivity • Includes customized tracks for different roles

12. Have the Work Tell Us What To Do • Make process as user friendly as possible • Next Steps are obvious • Links to CBT Courses • Have training documents more easily accessible • Unsure Policy & Procedures are readily available

13. Have the Work Tell Us What to Do • Program Management Materials and Tools: • CAS Epic Revenue Cycle Training Page • Click a role for the Training Program • Use the links within the Training Program to access • Training Checklist for customized training management • Self-Paced Assignment Materials • Classroom training enrollment information • Contacts for training and security arrangements • CHEX Planet TCH>Quick Links>CAS/Epic Training> Epic Training>Revenue Cycle

14. Have the Work Tell Us What to Do

17. Outcomes • Improve registration quality • Decrease in guarantor/wrong guarantor • Lower number of duplicate MRN created • Minimal Overlay • Increased accuracy with coverage assignment • Lower Denials • Less rework of accounts from PFS and IV • Higher employee satisfaction for both new & established employees

18. Contact Information Tobi Knight – 720-777-5688 Tobi.Knight@ChildrensColorado.org Berj Ermoyan – 720-777-5690 Berj.Ermoyan@ChildrensColorado.org

19. Questions?