NAHAM - 39th Annual Educational Conference & Exposition

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

Profession

What activities did you attend at the event?

Thursday, May 16 - 1:30 pm - 2:45 pm - Learning Lab Series I

Thursday, May 16 - 3:00 pm - 4:15 pm - Learning Lab Series II

Friday, May 17 - 2:15 pm - 3:30 pm - Learning Lab Series III

Friday, May 17 - 3:45 pm - 5:00 pm - Learning Lab Series IV

Saturday, May 18 - 9:45 am - 11:00 am - 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 speaker(s) as a group. You will have the opportunity to elaborate on an individual speaker in the following question.

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 in detail (e.g. session title, speaker name, situtation):

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:

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

Explain how to prepare your facility for ACO

Partner with Patient and Third-Party Payer to improve health

Identify ACO members by integrating them in the Registration pathways

Explain the difference between leadership and managing and compare/contrast characteristics of effective leadership/non-effective leadership

Define/introduce "Servant Leadership"

Change staff mentality from task oriented, process driven to results oriented, goal driven

Describe the challenge facing Oconee Medical Center's efforts to collect in a recession economy

Review recommendations for increasing collections and new opportunities

Illustrate collections training program, performance metrics and leadership follow-up activities

Explain the importance of increasing patient access staff knowledge of revenue cycle and understanding the role of point of service collections

Explain the nationwide Patient Hospital Experience Initiative, the impact on Patient Access, and how to become an asset to your health system

Define the role technology will play in the evolution & future of Patient Access services

Discuss the importance of accountability for robust performance and ways to achieve positive results

Discuss and define the future role of Patient Access in tomorrow's healthcare environment

Discuss the impact of minimum levels of Eligibility Verification being no longer acceptable

Develop a roadmap for using advanced techniques to reduce denials, increase POS collections, and create custom edits and rules to drive complex multi D insured/Medicare HMO accounts

Develop a reporting strategy to address various issues around Medicare HMO, self-pay/Medicaid etc.

Discuss methods to educate and implement a culture of responsibility and ownership among front line staff as it relates to Patient Experience

Explain the gatekeeper approach to excellence from pre-service through discharge

Recommend scheduled evaluation and evolution tools for continued readiness, growth, and sustainability

Summarize the basic framework of HFMA's "Strategies for High Performance Revenue Cycle" as adapted for a front end, patient access services model

List the 6 competencies for high performing Patient Access Services

Define the measures of success for high performance

Develop a model for staff performance monitoring and measurement

Discuss steps for implementation of this model within their organizations

Explain the methodology of developing a competency assessment program

Define the steps to implement a competency assessment program

Discuss steps for sustaining a program

Create a collections culture

Develop workflows and accountability to the process

Measure and sustain POS collections

List the tools and techniques used in POS collections

Describe the impact the lack of patient identity integrity has on patients, physicians, regulatory compliance, and the cost of healthcare

Discuss the role of Patient Access Leadership in monitoring and improving patient identification integrity

Describe the latest identity solutions through Smart Card technology

Identify strategies to prevent patient misidentification using biometrics

Define a Call Center

Define a Schedustar

Define the Pre-Service Model and the Pre-Service Workflow

Identify Touchpoints to successfully transition patients to their appointments

Explain the importance of Pre Service cash collections performed by Financial Counseling for self-pay and patient responsibility after insurance

Establish policy and procedure to support the function of cash collections

Discuss the benefits to the organization and the patient

Explain the work flow to enable the collection of patient responsibility either before or at the time of service

Discuss the foundation of Patient Access explaining the importance of education

Identify and explain training and educational ideas

Define the average attention span and illustrate how to retain it

Cite the key factors that are important in developing your training materials

Propose ways to enhance creativity

Create a strategic labor management strategy that implements industry proven best practices

Explain the link between scheduling accuracy, forecasting patient volumes and predictive analytics and how those key elements help reduce labor costs while improving patient care

Identify the necessary components for implementing an enterprise scheduling system that ensures the appropriate resources are available to provide quality care

Explain how Patient Access technologies are evolving to produce a higher rate of financially cleared, accurate, clean accounts to the billing department

Describe how technology is changing the way Access employees work, learn and perform

Communicate new management tools being developed to help Access Managers promote best practices, measure performance and demonstrate value

Cite Key Performance Indicators (KPI's) being developed for Patient Access and how they correlate to Revenue Cycle KPI's

Share the story of cultural changes made in the Emergency Department at Connecticut Children's Medical Center

Share successes and failures within the first year

Discuss the need for collaboration with clinical areas

Provide samples of QA and training tools used

Measure and manage patient wait time during various phases of registration

Describe the wait time metrics and how to use them to address issues

Utilize pagers to engage and keep track of patients

Utilize real-time intervention for patient issues around wait times and general dissatisfaction with process

Describe details of what healthcare reform may bring to Providers

Evaluate the many choices consumers must make in the quake as healthcare costs rise and coverage decreases

Explain how Patient Access may be affected by Insurance Exchanges and Quality Scores

As reduction of Benefits and Life Style decisions factor in across this horizon, answer the question: Why Are We So Sick?

Explain the setup of Access Center operations and the problems of staffing a call center

Assess staffing needs and optimize staffing to control costs, reduce errors and provide high grade of service

Analyze call volume and set parameters for meeting desired service level for the call center operations

Collect and analyze data to forecast staffing requirements

Develop a staffing plan based on forecasted data

Explain the reason for using kiosks to ease the patient check-in process

Discuss the various options available in kiosk technology (stand-alone, desktop, tablet, etc.)

Identify the various locations and process steps that kiosks can be integrated into (lobby, bedside, etc.)

Describe the implications of using kiosks to registration pathways

Utilize the implementation of kiosks as a driver to re-engineer the patient check-in and registration process

Explain Continuous Process Improvement (CPI) and how it can be enabled by patient access technology

Identify areas where training is needed using survey and assessment tools

Create a variety of assessment and test instruments to address improvement needs

Explain how to increase accountability by tracking results and pinpointing skill improvement areas

Implement a closed loop process improvement initiative to increase knowledge and accountability

Describe the implications of MSPQ requirements to the patient access experience

Identify and apply the guidelines for when to use the MSPQ

Integrate the MSPQ completion into your patient access process

Identify and resolve patient accounts where MSPQ was not completed

Discuss the audit impact of MSPQ incompletions

Map the entire Patient Flow Process

Explain the importance of each step of the patient process from pre-arrival to end of service

Describe the patient demographics of each step of the process and why they are important in achieving patient satisfaction in increasing Press Gainey scores

Apply patient demographics in choosing the right technology tools at the right time and place

Define Disputed Claims (Underpayments, Overpayments, Technical & Clinical Denials, RAC Audits, etc.)

Examine leading practice mechanisms to identify, prevent, recover and report Disputed Claims

Review methods to set-up a successful program, including conceptual design, organizational framework, Technology enablers and deployment strategy

Analyze healthcare industry trends to make important revenue cycle decisions that impact your healthcare organization

Discuss best practices for reducing return mail by verifying a patient's identity and correcting data discrepancies

Identify tactics, such as segmenting patient accounts that optimize collection treatment strategies

Develop processes to assist in identifying patients eligible for financial assistance and classifying accounts as charity prior to transitioning them to bad debt

Objective 1: Effectuate the exchange of ideas, experiences, concerns, and approaches to process improvement

By meeting the above objective my professional competence will increase because I have acquired new strategies to use in my practice.

By meeting the above objective my professional performance will improve because I should be able to implement the new strategies.

By meeting the above objective my patient outcomes should improve due to the implementation of newly-learned strategies.

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

By meeting the above objective my professional competence will increase because I have acquired new strategies to use in my practice.

By meeting the above objective my professional performance will improve because I should be able to implement the new strategies.

By meeting the above objective my patient outcomes should improve due to the implementation of newly-learned strategies.

Objective 3: Examine new and different approaches to Access Management within the rapidly changing healthcare environment

By meeting the above objective my professional competence will increase because I have acquired new strategies to use in my practice.

By meeting the above objective my professional performance will improve because I should be able to implement the new strategies.

By meeting the above objective my patient outcomes should improve due to the implementation of newly-learned strategies.

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

By meeting the above objective my professional competence will increase because I have acquired new strategies to use in my practice.

By meeting the above objective my professional performance will improve because I should be able to implement the new strategies.

By meeting the above objective my 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?

If faculty spoke about off-label or investigational uses of a product, was that information disclosed to you?

Was the mode of education effective to learning?

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

Did you perceive any product/service/company/commercial bias in any educational session you attended or materials you received?

If you answered "Yes" to the above question, please detail the situation below (e.g. session title, speaker name):

Were you solicited by sales personnel in an educational room (other areas do not matter) while you attended this educational activity?

If you answered "Yes" to the above question, please explain in detail (e.g. who, when, where):

How much did you learn as a result of this education program?

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

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

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

Basic

Intermediate

Advanced

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/client outcomes?

Additional comments: