Bassett Healthcare’s Journey to Patient Access High Performance Staff Report Cards

1. Bassett Healthcare’s Journey to Patient Access High PerformanceStaff Report Cards

2. Teri Bell, Manager Patient Access Services, Bassett Physician Group Kim Thompson, Manager Patient Access Services, Network System Support and Training Sandi Manley, Director Patient Access Services

3. Objectives • Identify how staff “report cards” can draw attention to a particular issue for staff performance and expectations. • Identify how staff “report cards” can serve as an objective, “credible” source for evaluating performance. In this way, report cards also encourage individual accountability. • Identify how staff “report cards” can highlight models of success, and lead poorer performing staff toward improvement simply by their “public” nature.

4. Integrated Health System • 6 Affiliated Hospitals • 23 Primary Care/Family Practice Health Centers • 16 School-Based Health Centers • 8 Specialty Health Centers • 5000 + square miles / 8 + counties • Physician Employed Model

5. Patient Access Services • IDX-Centricity Scheduling / Registration / Billing System • Relay Health Insurance Verification / Eligibility System • Automated Reminder System • Manual Quality Monitoring Process • Centralized Training and Support • Centralized and decentralized front-end employee model • Revenue Cycle Impact = Process, Denials and Co-Pay Collections

6. Phase 1 Key Competencies – People, Processes, Technology, Metrics, Communication and Culture • People • Establish High Standards for hires • Devote significant resources to education • Career Approach to positions • Leverage compensation for employee satisfaction

7. The Transformation • New JDs ( higher standards) • Representative • Associate • Specialist • Increase expectations • Experience • Orientation – learning/education, milestones • Competency requirements • Permanent appointment • Certification • Career • Improved Grade and Salary • Associate • Specialist

8. Phase II – MetricsPerformance Monitoring and MotivationStaff Dashboards – “Report Cards” Key Competencies – People, Processes, Technology, Metrics, Communication and Culture • Metrics • Monitor and report frequently (at least monthly) • Close the loop between monitoring and reporting for improvement • Look beyond traditional metrics (patient satisfaction, turnover, cost of retraining) • Measure the patient perspective – quality of the interaction with the patient as well as after the visit (denials reworked due to front end errors)

9. Bassett Approach • Quality • System Review • Co-pay monitoring • Reliability • Episodes unscheduled absence • Flexibility – willingness to work other locations, overtime, different shifts • Satisfaction • Patient • Co-workers • Denials • Eligibility • Demographics

10. Staff Report Cards

11. Staff Report Cards

12. Staff Report Cards

13. Next Steps – Phase III and beyondTechnology / Process / CultureFrom Status Quo to Best in Class • Technology • Increased electronic solutions • Exception work flows • Process improvement focus • System specialists • Processes • Standardization and accountability • Eligibility Support Specialist • Staff practice councils • Clinical/business/access work teams • Culture • Getting to Yes • Owning the entire patient experience • Relationship-Based Care • Senior Specialist designation