NAHAM 37th Annual Conference: Remember Patient Access - The Flow Starts Here

How would you like your name to appear on your certificate?

Profession

What activities did you attend at the event?

Learning Lab Series I

Learning Lab Series II

Learning Lab Series III

Learning Lab Series IV

Learning Lab Series V

Agreement

By completing this form, you attest that you have participated in all selected activities in thier entirety.

I agree

Please rate the following:

The program was relevant to my work.

Content matched stated objectives.

Usefulness of handouts/AV.

Quality of facilities.

How well did the educational sessions give a balanced view of therapeutic options, including the use of generic names?

If you rated any of the above questions with 'fair,' 'poor,' 'disagree,' or 'strongly disagree' please explain:

Please rate the speaker(s) as a group. You will have the opportunity to elaborate on an individual speaker in the following question.

Objective 1: Discuss ideas, experiences, concerns, and approaches to process improvement

I am able to meet the above objective.

In regards to this objective, my professional competence will increase because I have acquired new strategies to use in my practice.

In regards to this objective, my professional performance will improve because I should be able to implement the new strategies.

If you have additional comments regarding the session or individual speaker(s) - e.g. teaching ability, expertise, organization of materials, etc. - please use the space below:

In regards to this objective, patient outcomes should improve due to the implementation of newly-learned strategies.

If you have additional comments regarding the session or individual speaker(s) - e.g. teaching ability, expertise, organization of materials, etc. - please use the space below:

Objective 2: Practice Access Management leadership talent, skills, and abilities

I am able to meet the above objective.

In regards to this objective, my professional competence will increase because I have acquired new strategies to use in my practice.

In regards to this objective, my professional performance will improve because I should be able to implement the new strategies.

In regards to this objective, patient outcomes should improve due to the implementation of newly-learned strategies.

Having completed the activity, please rate your ability to meet each of the following objectives:

Explain the reasons for the growing trend in High Deductible Health Plans

Describe the impact of high deductible health plans on patient receivables

Describe the emergence of new “mini-med” plans

I am able to meet the above objective.

In regards to this objective, my professional competence will increase because I have acquired new strategies to use in my practice.

In regards to this objective, my professional performance will improve because I should be able to implement the new strategies.

In regards to this objective, patient outcomes should improve due to the implementation of newly-learned strategies.

Identify the Keys to Inspiring Performance Excellence in the Revenue Cycle

Identify new ways to utilize in managing morale and employee engagement

Mentor each team member to maximum performance based on their own personal needs and strengths

Discuss how a balanced scorecard can be used as a mechanism to promote communication and collaboration among staff members

Evaluate an incentive structure for individuals and teams based on progress with key performance indicators

Examine outcomes achieved in patient satisfaction, POS collections and pre-registration by implementing a balanced scorecard for patient access

List the reasons for undertaking an Access Overhaul

Describe a method for ensuring consistent pre-registration processes

Outline an action plan for achieving complete authorization management

Explain how to educate the patient on his/her financial obligation

List the tools necessary to meet your POS collection goals

Describe strategies that increase patient satisfaction by collecting at the time of service

Explain why it is important for the Patient Access Experience to be seamless to the patients

Describe the benefits in centralized scheduling and financial clearance for hospital service

Explain why one phone number and one fax number really works

Utilize the tools presented to inspire a culture of positive accountability

Prioritize the objectives of Senior Leadership and align them with department

State effective strategies for addressing claims denials early and efficiently

Design a Prearrival Unit to improve POS cash and reduce denials

Explain how to incorporate front end revenue management techniques to control your manageable claims by making contact with 100% of scheduled registrations

Discuss how to lead your facility in a positive financial direction

Outline an effective plan to communicate and build momentum around the importance of the Right Patient Initiative

Explain how to establish a habit-forming collaborative amongst staff for peer accountability with the Right Patient Initiative

Cite ways to involve patient/family and staff around the Right Patient Initiative

Explain problems identified in Patient Access QA gathering and resolution of those problems with real time automation technology

Review issues identified with not being able to track patients through a hospital process/flow and the resolution of those issues with real time automation technology

Explain the importance of Change Management in a Healthcare Environment

Discuss a few of the more prominent change related theories used in the industry

Describe how to put a change management plan together

Identify appropriate KPIs for Patient Access teams

Establish team and individual goals based on organizations identified KPIs

Discuss how to apply lessons learned at Orlando Health to their operational structure

Describe how to empower staff via education and Human Resources

Describe how to create a strong alliance with clinical departments

Discuss a training program that produces experts in their field

List several outcomes of this process

Identify tools to measure outcomes and improvements around accurate patient identification

Describe the process to collaborate with other departments for gained efficiencies through a comprehensive training plan

Discuss ways to eliminate silo’s of roles and expand functions beyond a single department

Define processes for delivering training and monitoring outcomes

Identify some of the actual and perceived barriers to POS collections throughout the hospital

Evaluate the tools our employees need to do this part of their job

Explain how consistent use and encouragement can have positive results in POS Collections

Discuss the need for self-service

Name the types of self service technology available

Role play the discussion and defense of self service benefits with senior management

Identify ways to improve current processes with insurance verification and eligibility, upfront collections, registration accuracy and increase productivity

Explain how to implement quality assurance techniques to identify errors

Develop a plan to improve upfront collections

Assess the need for a central Patient Access Service Center

List the elements of a central Patient Access Service Center

Create a sample budget for building and maintaining a central Patient Access Service Center

Discuss ways to create an environment of empowered employees who can perform their job duties without constant supervision

Identify product to meet the needs of the organization

Outline implementation processes

Describe how to measure progress related to new implementations for quality assurance

Discuss productivity improvement through LEAN method

List the industry factors that are adding financial pressures and responsibilities to the patient access process

Cite strategies for redesigning front end processes across the organization

Explain the benefits of best practices for implementing new technology and leveraging existing investments

Compare the 1st 3 generations of front-end technologies

Discuss the change in thinking required to craft the 4th generation

Review how the 4th generation is transforming productivity, quality, collections and customer service in access organizations today

Compare the skill sets and work experience that comprise a well-functioning revenue cycle team

Examine the different models and philosophies in assigning projects to revenue cycle team members

Identify competency and skill assessment tools, practices and theories

Explain the importance of a career ladder in an organization

Describe steps to implement a patient access career ladder in an organization

Explain the importance of ensuring ongoing staff competency

Describe how healthcare reform is affecting the insurance market, and in turn, impacting upfront collections

Explain how to leverage healthcare reform to begin or increase your upfront collection efforts

Outline key considerations when providing charge estimates to improve revenue through upfront collections and ensure patient satisfaction

Identify the characteristics of an ideal Patient Access Service Center

Compare the workflow of a manual/decentralized vs. Online Order processing

Define strategies for achieving buy-in and accelerating adoption of online orders

Describe how to make an effective case for hospital leaders to invest in Patient Access projects, people and technology

Explain how to calculate and present ROI (return on investment) in a simple but compelling way

Discuss what a CFO needs to justify and support a capital budget request for Patient Access

Explain the importance of incorporating performance management into patient access

Discuss the systems that were not yet in place, leading to poor results of the process and its results

Explain how to apply q/a knowledge and software to change processes of the entire staff leading to corporate improvements

Describe how to quickly identify and select

Evaluate why character is more important than experience

Develop a comprehensive work schedule with backup support in one try

Explain how to accumulate the data and build a financial return on investment

Develop a performance scorecard for Patient Access

Define sample metrics and measures that can drive improvements and performance and the patient financial care

Describe steps to implement a patient access competency exam

Identify practices to establish defensible, transparent pricing strategies

Objective 4: Evaluate trends in Access Management for their relevance to the future professional role and practice of Access Manager

I am able to meet the above objective.

In regards to this objective, my professional competence will increase because I have acquired new strategies to use in my practice.

In regards to this objective, my professional performance will improve because I should be able to implement the new strategies.

In regards to this objective, patient outcomes should improve due to the implementation of newly-learned strategies.

Please answer the following:

Do you believe this activity was appropriate for the scope of your professional activities?

Was the educational content scientifically sound?

Was the educational content free of commercial bias?

Was the mode of education effective to learning?

If you answered "No" to any of the above questions, please explain.

Were you solicited by sales personnel in an educational room while you attended this educational activity?

If you answered "Yes" to the above question, please explain.

What did you learn during this activity that you intend to integrate into your practice?

What questions have arisen in your practice for which you need answers/strategies that you can implement?

What patient problems or patient challenges do you feel you are not able to address appropriately or to your satisfaction?

What problems are your patients communicating to you that need attention or follow up?

Are you interested in basic, intermediate or advanced level trainings?

What barriers might you have that would interfere with implementation of new information learned from this training?

How can this training (the overall meeting) be improved to better impact competence, performance and/or patient outcomes?

Additional comments: