1 / 21

Developing A Winning Education Program For Your Patient Access Team

Developing A Winning Education Program For Your Patient Access Team. Terri Lombardi, CHAA Corporate Collections Manager Botsford HealthCare. Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI.

yasuo
Download Presentation

Developing A Winning Education Program For Your Patient Access Team

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Developing A Winning Education ProgramFor Your Patient Access Team Terri Lombardi, CHAA Corporate Collections Manager Botsford HealthCare Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  2. “Passion without education is like gold still in a mine.”- Benjamin Franklin Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  3. Developing a Winning Professional Education Program • Education Curriculums • New Employee Education • Continuing Professional Development Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  4. Developing a Winning Professional Education Program • New Employee Education • Orientation • Foundation • Initiation • Participation • Probation • Graduation or . . . • Termination Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  5. Developing a Winning Professional Education Program • Continuing Professional Development • Web-Based Updates • Classroom Updates • Financial Incentives for Professional Certification Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  6. “Education gives the ability to face almost anything with self-confidence.”- Robert Frost Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  7. New Employee Education • New Employee Education • Orientation (Day 1 – 5) • Foundation (Day 6 – 10) • Initiation (Day 11 – 18) • Participation (Day 19 – 20) • Probation (Day 21 – 60) • Graduation (Day 61) Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  8. New Employee Education • Orientation (Day 1 – 5) • Day 1: Hospital – Classroom • Day 2: Revenue Cycle – Tours, Introductions, and Observation • On-Campus and Off-Campus • Day 3: Departments – Tours, Introductions, and Observation • Patient Services (Pre-Arrival, Admitting, and Emergency) • System Business Office (Hospital, Clinics, Lab, Ambulance, Commons, Kidney Center…) • Day 4 – 5: Customer Service – Classroom and Observation • Audios and Videos • “Registering First Impressions” • “Wowing Your Customers” • “Dealing With Those Angry and Completely Frustrating Customers” • Presentations • “Introducing to AIDET” and “Remember the Q-TIPs” • “Service Attitude – Service Action – Service Excellence” • “Putting It Together” - Position Shadowing Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  9. New Employee Education • Foundation (Day 6 – 10) • Revenue Cycle Basic Training – IMA’s Web University • Patient Access Section Samples • Medicare and Medical Necessity • How Registration Fits Into the Revenue Cycle • Patient Information Gathering • Insurance Guidelines • Patient Accounting Section Samples • Fundamentals • Billing • Account Maintenance • Follow Up • Customer Service Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  10. New Employee Education • Initiation 101 – Departments, Functions, and Processes (Day 11 – 14) • Introduction to Department Key Functions • Patient Services • PreArrival, ED, Admitting . . . • System Business Office • Hospital, Clinics, Lab, Customer Service . . . • Introduction to Department Key Processes • Patient Services • Scheduling • Registration • Financial Clearance • Eligibility, Point-of-Service Collections . . . • Medicaid Application Screening • System Business Office • Billing • Third-Party Follow-Up, Self-Pay Follow-Up . . . • Remittance Processing • Bad Debt Placement, Charity Care Screening . . . Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  11. New Employee Education • Initiation 102 – Department Computer Applications (Day 15 - 18) • Patient Services • Scheduling (USAA) • Registration (McKesson) • Financial Clearance (WebDENIS, NGS, Passport…) • Patient Tracking (HMED) • System Business Office • Hospital (McKesson Series and McKesson Claims Administrator) • Clinics (Athena) • Laboratory (SoftAR) Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  12. New Employee Education • Participation – Specific to Deployment Area (Day 19 – 20) • Job-Specific Hands-On Practice • Patient Services (Scheduling, Financial Clearance, and Registration) • System Business Office (McKesson, Athena, or SoftAR) • Mentor Assignment • Assessment for Duty Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  13. New Employee Education • Probation (Day 21 – 60) • Weekly Quality Assessments and Feedback • Weekly Mentor Check-Ins • Weekly Assessments for Duty Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  14. New Employee Education • Graduation (Day 61) • Final Quality Assessments and Feedback • Final Mentor Evaluation • Final Assessment for Employment Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  15. “Training is everything. Wine is nothing but grapeswith an education.”- Mark Twain Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  16. Continuing Professional Development • Continuing Professional Development • Web-Based Updates • Classroom Updates • Financial Incentives for Professional Certification Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  17. Continuing Professional Development • Web-Based Updates • IMA’s Web University • Customer Service Basics • Claim Preparation and Submission • Account Posting • Billing Functions • Account Maintenance Functions • Bridgefront’s Bundles • Demographics • Health Insurance • Verification • What Do I Owe? • COB • Anatomy of a UB04 • Validating a Claim • Third-Party Follow Up Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  18. Continuing Professional Development • Classroom Updates • “Managed Care 101” • “The Power of Attitude” • “I’m Going to Disney!” Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  19. Continuing Professional Development • Financial Incentives for Professional Certification • NAHAM: CHAA, CHAM • AAHAM: CPAT, CPAM • HFMA: CRCP, CHFP, or FHFMA Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  20. Questions? Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

  21. Thank You! Contact: Terri Lombardi Botsford HealthCare Email: tlombardi@botsford.org Office: 248-473-6183 Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

More Related