Developing A Winning Education Program For Your Patient Access Team

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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
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Passion without education is like gold still in
a mine. -
Benjamin Franklin
Michigan Alliance of Healthcare Access
Professionals - March 6, 2009 Mt. Pleasant, MI
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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
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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
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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
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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
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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
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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
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New Employee Education

• Foundation (Day 6 10)
• Revenue Cycle Basic Training IMAs 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
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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
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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
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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
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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
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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
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Training is everything. Wine is nothing but
grapeswith an education.
- Mark Twain
Michigan Alliance of Healthcare Access
Professionals - March 6, 2009 Mt. Pleasant, MI
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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
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Continuing Professional Development

• Web-Based Updates
• IMAs Web University
• Customer Service Basics
• Claim Preparation and Submission
• Account Posting
• Billing Functions
• Account Maintenance Functions
• Bridgefronts 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
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Continuing Professional Development

• Classroom Updates
• Managed Care 101
• The Power of Attitude
• Im Going to Disney!

Michigan Alliance of Healthcare Access
Professionals - March 6, 2009 Mt. Pleasant, MI
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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
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Questions?
Michigan Alliance of Healthcare Access
Professionals - March 6, 2009 Mt. Pleasant, MI
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Thank You!

• Contact
• Terri Lombardi
• Botsford HealthCare
• Email tlombardi_at_botsford.org
• Office 248-473-6183

Michigan Alliance of Healthcare Access
Professionals - March 6, 2009 Mt. Pleasant, MI