aaham certifications offer you solid steps to your ...€¦ · 2 letter from the executive director...

Summer 2015

Life after ICD-10Paying It Forward, A Lifeline for Our Industry

Appropriate Coding for Radiation Oncology Treatment Preparation

Effective Leadership Through Mentorship And Team Building

Employee Engagement & Motivation: Essential for Success

Coached, a Look at the Valuable Questions on Working and Living

Feedback vs. Coaching vs. Mentoring: What’s the Difference?

2015 AAHAM ANI Speakers & Schedule

AAHAM Certifications Offer You Solid Steps to your Professional Success:Certified Revenue Cycle Executive-I (CRCE-I)Formerly known as the Certified Patient Account Manager (CPAM) for directors and executives

Certified Revenue Cycle Executive-P (CRCE-P)Formerly known as the Certified Clinic Account Manager (CCAM) for directors and executives

Certified Revenue Cycle Professional-Institutional (CRCP-I) For mid-level managers

Certified Revenue Cycle Professional-Professional (CRCP-P) For mid-level managers

Certified Revenue Cycle Specialist-I (CRCS-I)Formerly known as the Certified Patient Account Technician (CPAT) for front-line staff

Certified Revenue Cycle Specialist-P (CRCS-P)Formerly known as the Certified Clinic Account Technician (CCAT) for front-line staff

Certified Compliance Technician (CCT) For compliance professionals

Certified Revenue Integrity Professional (CRIP) For revenue cycle professionals

American Association of HealthcareAdministrative Management

Summer 2015 1

table of contents

features

departments12

36

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32

8 Life after ICD-10 By Rob Borchert MBA, FHFM, CRCE-I, and Tim Borchert, MBA, PMP

10 Paying It Forward, A Lifeline for Our Industry By Peggy M. Radcliffe, LVN, CCT

12 Appropriate Coding for Radiation Oncology Treatment Preparation By Erin Young, MPP

16 Effective Leadership Through Mentorship And Team Building By Dorothy A. Martin-Neville, PhD

19 2015 AAHAM ANI Speakers & Schedule

32 Employee Engagement & Motivation: Essential for Success By Natashia R. Nile CHAA, CRCS-I

35 Coached, a Look at the Valuable Questions on Working and Living that I Continue to Answer By John Cook

36 Feedback vs. Coaching vs. Mentoring: What’s the Difference? By Joe Mull, M.Ed

2 Letter from the Executive Director

4 Letter from the National President

6 Washington Wire By Paul A. Miller, PLC

40 From the Desk of the Certification Director By Maria LeDoux, CAE

42 Executive Certification Corner By Erin Selin, CRCE-I, CCT

42 Specialist Certification Corner By Doris Dickey, CRCE-I

43 Professional Certification Corner By Brenda Chambers, CRCE-I,P

43 Movers & Shakers

44 From the Desk of the Membership Director By Moayad Zahralddin

48 Did You Know? By Moayad Zahralddin

49 National Calendar/The JHAM network

AAHAM National Office Staff11240 Waples Mill Road, Suite 200, Fairfax, VA 22030

Executive Director Sharon R. Galler, CMP 703.281.4043, ext. 204 [email protected]

Membership Director Moayad Zahralddin 703.281.4043, ext. 202 [email protected]

Certification Director Maria LeDoux, CAE 703.281.4043, ext. 201 [email protected]

Finance Manager Christelle Isambo 703.281.4043, ext. 216 [email protected]

Certification Amanda Leibert Manager 703.281.4043, ext. 211 [email protected]

Manager of Danielle Burns Meetings & Events 703.281.4043, ext. 209 [email protected]

Art Direction Christopher R. Izzo & Graphic Design CRI Design 401.821.1849 [email protected]

AAHAM National Executive Officers President Victoria DiTomaso, CRCE-I System Director, CBO Lee Memorial Health System P O Box 150107 Cape Coral, FL 33915 239.242.6011 | 239.242.6005 [email protected]

Chair of the Board Christine Stottlemyer, CRCE-I Director Patient Accounting Memorial Hospital 325 S. Relmont Street York, PA 17403 717.849.5431 | 717.815.2474 [email protected]

First Vice President John Currier, CRCE-I Executive Director Revenue Cycle Management Gibson Area Hospital & Health Services 1120 N Melvin Street Gibson City, IL 60936 217.784.2613 | 217.784.5853 [email protected]

Second Vice President Lori Sickelbaugh, CRCE-I Executive Director Revenue Cycle Operations EMS Management & Consultants, Inc. 2540 Empire Dr # 100 Winston-Salem, NC 27103 336.397.3975 [email protected]

Treasurer Amy Mitchell, CRCE-I Director, Revenue Cycle Support Services University of Utah Hospital 127 South 500 East #500 Salt Lake City, UT 84120 801.587.6486 | 801.587.6675 [email protected]

Secretary Linda Patry, CRCE-I Director, Patient Financial Services Mary Washington Healthcare 2300 Fall Hill Avenue Fredericksburg, VA 22401 540.741.1591 | 866.774.9287 [email protected]

Legal Counsel Richard Lovich, Esquire Stephenson, Acquisto, & Colman 303 North Glenoaks Blvd. #700 Burbank, CA 91502 818.559.4477 | 818.559.5484 [email protected]

letter from the executive director

Sharon R. Galler

2 The Journal of Healthcare Administrative Management

Continued on page 2

❏ Enclosed is my check. Please make payable to AAHAM.

❏ Please charge my credit card: ❍ AMEX ❍ MasterCard ❍ VISA

Card Number: ________________________________________________________

Name on Card: ___________________________________ Exp. Date: ___________

Signature: ___________________________________________________________

SHIPPING INFORMATION

Name: ______________________________________________________________

Address: ______________________________________________________________

City: __________________________________ State: ________ Zip: ___________

CONTACT INFORMATION

Name: __________________________________ Phone: ___________________

Email Address: _______________________________________________________

❏ Yes, I want all 4!

❍ 4 Part Series as MP4: $350.00 Member rate

❍ 4 Part Series as MP4: $450.00 Non- member rate

❏ No, I only want the following sections: $125 per section as MP4 - Member rate $225 per section as MP4 - Non-member rate Individual Sections: Please check which section(s) you want:

❍ Part 1 Access

❍ Part 2 Billing

❍ Part 3 Credit & Collections

❍ Part 4 Accounts Receivable Management

Email, fax or mail this registration form along with your payment to:AAHAM CRCE-I/CRCE-P Study Sessions, 11240 Waples Mill Road Suite 200, Fairfax VA 22030

Fax: 703.359.7562 • Email: [email protected] • Questions? Please call 703.281.4043 x202

Company: ___________________________________________________________

Professional CertificationWebinar Series

Available Now As Downloadable MP4’s

AAHAM and top CRCE-I & CRCE-P present afour part Webinar Study program

for the AAHAM Professional Exams:

Access • Billing • Credit & Collections • Accounts Receivable Management

The entire 4 part recorded MP4 series costs $350.00.Individual parts can be purchased separately for $125.00 each.

Welcome to our special pre-ANI issue, can you believe we are less than three months away from the ANI? We are all busy planning and putting on the

finishing touches to our ANI, “The Wonderful World of Revenue Cycle,” October 14-16, in fun-for-all ages, Disney Orlando, at the gorgeous Walt Disney World Swan hotel. We know funds are always a challenge, so we try to make the ANI as economical as possible. We include most of your meals and have a jam packed list of speakers and sessions. This is also an easy way to earn your CEUs all at one place and all at one time. You get the opportunity to meet many exhibitors that offer you solutions to your at work challenges. There are fun networking opportunities to help you build integral relationships and give you the edge in today’s competitive economy and job force. This year the “wonderful world” theme will be everywhere and will add to the fun and excitement.

Based on your input and requests, instead of our annual President’s Reception and Awards Banquet, we will be having an outdoor, “Around the World Cocktail Party” on Thursday evening. We will feature unique appetizers and beverages from several different countries in a fun, casual, networking atmosphere. It will run from 5-7pm, allowing you time afterwards to join your colleagues and vendors or enjoy the parks. We encourage you to come dressed in the customary attire of your favorite country or your country of heritage

We hope you find this issue of the Journal informative and timely. Our cover article by Rob & Tim Borchert helps shed light on life after ICD-10 and the article by Erin Young should clear up any confusion on coding for radiation oncology treatment. This issue has several articles mentoring and coaching as well as an ar-ticle by Peggy Radcliffe about her personal coaching experience.

This year PAM Week is October 18-25, our theme is “You Make A World of Difference.” We have new gift items and new ideas to help you celebrate and recognize your department and staff. We frequently get asked why we hold Pa-tient Account Management (PAM) Day when we do. Although other organizations celebrate it and may claim “ownership”, it was an AAHAM (then AGPAM) move-ment and actually proclaimed by Congress in 1989 to fall on October 18th of every year. We decided many years ago to celebrate it the entire week the 18th falls in.

Be sure to check out my blog on our website for some ANI tips, networking ideas and other news. A big AAHAM thank you to our advertisers, exhibitors and sponsors, we couldn’t do it without you!

Warm regards, Sharon

Summer 2015 3

❏ Enclosed is my check. Please make payable to AAHAM.

❏ Please charge my credit card: ❍ AMEX ❍ MasterCard ❍ VISA

Card Number: ________________________________________________________

Name on Card: ___________________________________ Exp. Date: ___________

Signature: ___________________________________________________________

SHIPPING INFORMATION

Name: ______________________________________________________________

Address: ______________________________________________________________

City: __________________________________ State: ________ Zip: ___________

CONTACT INFORMATION

Name: __________________________________ Phone: ___________________

Email Address: _______________________________________________________

❏ Yes, I want all 4!

❍ 4 Part Series as MP4: $350.00 Member rate

❍ 4 Part Series as MP4: $450.00 Non- member rate

❏ No, I only want the following sections: $125 per section as MP4 - Member rate $225 per section as MP4 - Non-member rate Individual Sections: Please check which section(s) you want:

❍ Part 1 Access

❍ Part 2 Billing

❍ Part 3 Credit & Collections

❍ Part 4 Accounts Receivable Management

Email, fax or mail this registration form along with your payment to:AAHAM CRCE-I/CRCE-P Study Sessions, 11240 Waples Mill Road Suite 200, Fairfax VA 22030

Fax: 703.359.7562 • Email: [email protected] • Questions? Please call 703.281.4043 x202

Company: ___________________________________________________________

Professional CertificationWebinar Series

Available Now As Downloadable MP4’s

AAHAM and top CRCE-I & CRCE-P present afour part Webinar Study program

for the AAHAM Professional Exams:

Access • Billing • Credit & Collections • Accounts Receivable Management

The entire 4 part recorded MP4 series costs $350.00.Individual parts can be purchased separately for $125.00 each.

letter from the national president

Deadlines & Submission GuidelinesThe Journal welcomes submissions from AAHAM

members. Submission deadlines are as follows: Journal Issue Submission Deadline Fall 2015 September 25, 2015

Send submissions to:Executive Director, AAHAM

11240 Waples Mill Road, Suite 200Fairfax, VA [email protected]

n Please send a copy of your submission on a CD or flash drive, or e-mail it to: [email protected].

n Leave a one-inch margin on the top, bottom, and sides.

n Use upper- and lower-case letters as you would in typing any correspondence.

n Indent the first line of each paragraph five spaces.

n Include a cover page with the following information: Author’s name, (degrees, certifications) Place of employment Position Address Phone/Fax number AAHAM Chapter Affiliation (if any)

n Any article submitted for reprint in the Journal must be accompanied by written permission to reproduce from the original source.

n Do not use abbreviations or italics.

n All photos become the property of AAHAM, unless you specifically request that they be returned. Each picture should be accompanied by a listing of all individuals in the picture (left to right). Black and white pictures reproduce better than color.

n All articles are subject to editing by AAHAM. AAHAM reserves the right to hold articles for future Journal issues when space is limited.

n Articles referring to or endorsing specific products or services will not be considered.

The Journal is published quarterly by the American Association of Healthcare Administrative Management, 11240 Waples Mill Road, Ste. 200, Fairfax, VA 22030. Opinions expressed in this publication represent the viewpoint of each author, and do not necessarily reflect the policy of AAHAM. Advertisements do not necessarily imply sponsorship by AAHAM. Subscriptions are included with AAHAM membership. Reprints are available from the National Office in portable document format (PDF) for a $75 fee per article. Prepayment is required.

© Copyright 2015 by the American Association ofHealthcare Administrative Management.

www.aaham.org

Victoria DiTomaso, CRCE-I


Happy summer time fellow AAHAM members!

I hope everyone is enjoying the nice weather, and you are getting some much deserved vacation time. Even though it is summer, the work never stops at the national office. We

have successfully completed another round of certification testing and have many newly certified folks proudly displaying that earned designation behind their names. I am always so proud of our program.

Our work on the TCPA continues on, both with the FCC and through our desire for a legislated mandated fix. It has been an uphill battle convincing some that we are not advo-cating in favor of robocalls, we only want to modernize the act and use technology for the benefit of our patients and clients. We will continue the battle on your behalf.

The education committee is hard at work on the ANI to be held at the beautiful Disney Swan hotel in Orlando, Florida, October 14-16th. Please make your plans now to attend. We are constantly taking your input and bringing you what you want. This year is no excep-tion, and we are mixing up a few things to keep it fresh. Don’t miss it, I promise, you won’t be disappointed!

This is an election year, so look for the emails reminding you to vote. We have a full slate of well-qualified candidates. Please make a thoughtful selection, your vote is vitally important to the continued success and leadership of our organization.

As always, my plea is to be kind to each other, be kind to the world. My final words to you come from the great philosopher Dr. Seuss, “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.”

See you in October at the ANI; it’s going to be a great time!Vicki Di Tomaso, CRCE-INational President

Note: A CEU is defined as a sixty (60) minute period of education

* Be Sure to Attach Supporting Documentation

Mail Completed Recertification Form and backup documentation to:

AAHAM National OfficeProfessional CEUs

11240 Waples Mill Rd #200Fairfax, VA 22030

Signature _____________________________________________________________________ Date _____________________________

Certification Designation:

First Name: Last Name: National Members ID#:

Address:

City: State: Zip:

Work Phone: Home Phone: Email:

No. of X Weight = CEUs Description:

Hours/Units Earned Date Earned:

No. of X Weight = CEUs Descritpion:






AAHAM Professional Recertification FormContinuing Education Units (CEUs)

CRCE-I/CRCE-P

Weight Activity Qualifying for Continuing Education Units (CEUs)1.0 unit Each hour proctoring a professional certification exam

1.0 unit Each hour proctoring a technical certification exam

1.0 unit Each professional exam section completed and graded by deadline

1.0 unit Each hour in attendance at an educational program or class relating to the healthcare field

1.0 unit Each hour coaching an organized technical certification review session

1.0 unit Question, answer and reference material submitted and accepted into the professional exam bank

2.0 units Each hour in attendance at an AAHAM sponsored educational program

2.0 units Authored an article published in an AAHAM Chapter publication

2.0 units Attendance at a National President’s meeting

2.0 units Director or Chapter Committee Chairperson

2.0 units Each hour coaching an organized professional certification review session

3.0 units Attendance at an AAHAM audio conference

3.0 units Authored an article published in a National AAHAM publication

3.0 units Given presentation related to AAHAM, patient accounting or healthcare administrative management (AAHAM related credit given if made at an AAHAM sponsored event or if presenter is representing AAHAM)

3.0 units Chapter Officer

4.0 units National Committee Chairperson

6.0 units Officer of National AAHAM

8.0 units Attendance at AAHAM Legislative Day


AAHAM has spent the past 3 years ag-gressively tackling the issue of the Tele-

phone Consumer Protection Act (TCPA) from all angles, including petitioning the FCC for clarification on what is considered “prior express consent.” One would think it would be pretty easy to tell when someone gives you “prior express consent” to contact them for non-telemarketing purposes, but you’d be wrong. One might think common sense would dictate that when you come into a hospital and fill out your paperwork at the admissions station and when asked to provide the best number at which to reach you, and you list your cell phone number, that this is “prior express consent” but again you’d be wrong.

What’s missing from this whole equa-tion is logic. Today, the FCC seems to be driven more by politics and fear, than by looking at how outdated rules and regula-tions are doing more harm than good. The FCC isn’t looking at how quickly technol-ogy is changing and how dependent we, as consumers are on technology. The FCC hasn’t taken into consideration how con-sumers have become dependent on the use of technology and the ability to get infor-mation quickly. Instead, what the FCC is focused on is unwarranted attempts by trial lawyers and others to combine true tele-marketing issues with simply updating the TCPA to meet the needs of today’s consum-ers. The FCC continues to take the position that narrowing the TCPA is protecting con-sumers from unwanted calls. Studies show this not to be the case. Study after study show consumers rely on technology and rely on getting their information sent to them electronically through their mobile devices. Somehow for the FCC, it always comes back to the concern that modernizing the TCPA, will only create more opportunities for busi-

nesses to flood consumer’s cell phones with spam or telemarketing calls. Not the case.

AAHAM continues to lead the charge in Washington for real modernization of the TCPA. AAHAM isn’t looking to expand telemarketing opportunities for businesses. I think we can all agree we’d like to eliminate these calls from our cell phones. However, what AAHAM does want, and what should be simple to answer, is a clear understanding of what “prior express consent” means.

Healthcare reform has been a topic of discussion since 2011 with the passage of the Affordable Care Act (ACA). Forget about where you stand on the ACA, the fact is healthcare costs continue to rise and it’s having an impact on families. We cannot expect healthcare costs to go down under the ACA, which expects another increase in rise in premiums in 2016, unless we allow those in the healthcare sector to use modern technology to communicate with consum-ers and patients. The ACA requires hospi-tals and outpatient clinics to perform post-discharge follow-up with patients to reduce the rate of readmission, a big contributor to the cost of healthcare. We know reminders, surveys, and education have proven to lower readmission rates, can be successfully and cost effectively conducted by phone. How-ever, under the TCPA, these calls are high-risk if the patient’s primary contact number is a mobile number and the patient didn’t expressly provide the mobile phone num-ber for that purpose. This federal mandate simply cannot be done under the current regulations effectively, because it’s simply cost prohibitive. It simply cannot be done without the ability to use new technolo-gies, which can reach patients better and ef-ficiently, thus leaving hospitals to do what they do best, care for patients.

The healthcare sector also now has to deal with another federal government un-funded mandate through the IRS’s 501(r) regulations, which require hospitals to call patients and verbally let them know they may be eligible for financial assistance. Again, this is a process that could be more effectively and efficiently done through the use of technology.

The healthcare sector isn’t looking to in-undate consumers with telemarketing calls. Most times the calls they need to place are either to provide the information patients need, or because they are mandated to place these calls by the federal government. Any government mandate in and of itself, should provide a safeguard against unwarranted lawsuits against hospitals for calls they are required to make.

In today’s day and age, it makes no sense for the FCC to allow technology to be used to contact consumers via their landline phone, but not their cell phones. Almost 40% of homes today rely on their cell phones as the primary means of communication. This number is expected to continue to rise. There is a reason why Verizon is trying to get out of the landline business; fewer and fewer people are relying on landline service today. With this the trend, the FCC is miss-ing a golden opportunity to truly modernize the TCPA in a way that will have beneficial impacts on industry, while also safeguarding the protections consumers want.

The FCC is looking at the moderniza-tion the TCPA the wrong way. Instead of worrying about harm to consumers, which protections already exist to prevent this, the FCC should be looking at how to balance the needs of consumers, who want informa-tion fast and efficiently through their mobile devices, with maintaining the strong anti-

Paul A. Miller, PLC, Lobbyist

washington wire

Continued on page 7

Federal Communication’s Commission Driven by Politics

& Fear, Not Sound Policy

Summer 2015 7

telemarketing rules that already exist. It can be done very easily. AAHAM has met with key members of the FCC several times and the message has been the same. AAHAM has explained in great detail what health-care calls are, and what would be considered (and prohibited) healthcare telemarketing calls. Yet, still getting the changes needed has been challenging.

What we have seen through this process is the FCC hasn’t seemed willing to change its mindset, which will mean they will bare blame for the costs of healthcare continuing to rise. This is why Congress needs to act. Congress needs to step up and modernize the TCPA in a fair and balanced way. Heck, even the President wants to modernize the TCPA. The President in his last three annual budget requests has included language sup-porting change to the TCPA. The govern-ment wants changes so it can collect taxes, while AAHAM wants changes simply so it can communicate effectively and efficiently with its patients without the fear of frivolous lawsuits. Mind you, the government wants changes to the TCPA so that it can serve as a debt collector and yet it won’t let industry do the same thing. When the government does it, it’s good government and when in-dustry asks consumers to pay their bills it called harassment.

In mid-June, the FCC ruled on a laun-dry list of petitions asking for changes to the TCPA. Most of those petitions were not granted. For those that were, they were nar-rowly focused victories, but victories still the same. Here is an overview of how the pro-ceeding went:

Alison Kutler, Acting Chief of the Con-sumer and Governmental Affairs Bureau (CGB), introduced the item. She noted the TCPA was intended to protect consumers while not harming legitimate business inter-ests. However, the FCC consistently gets a great number of consumer complaints, while there are also petitions that raise questions regarding application of TCPA to new tech-nologies. She said the decision carries the spirit of the TCPA, helping consumers and recognizing the legitimate interests of callers.

FCC Commissioner Clyburn stated ro-bocalls are subject to the highest number of FCC complaints. Many companies are us-ing robocalls in a lawful manner, but there are also numerous unwanted communica-tions. This ruling will maintain consumer protections. Many companies will think this ruling does not go far enough, but I be-lieve reaffirming the broad definition of au-todialer and reaffirming congressional intent will encourage companies to get the required consent. My office received significant feed-back from companies who gave consent but that consent was effectively revoked when the number was reassigned. I recognize there is no comprehensive database of reassigned numbers. The FCC is attempting to pro-vide a buffer for companies acting in good faith by allowing one free call.

I will not mandate that providers pro-vide a database of reassigned numbers, but I would encourage voluntary participation by providers in a comprehensive database. It also might be a good idea for carriers to establish a minimum time period before re-assigning numbers.

I agree with commenters that the ex-empted healthcare and financial alerts may annoy consumers; that annoyance is bal-anced by the opt-out requirements and limits on the number of messages that may be sent under the exemption. I support al-lowing consumers to take control over com-munications they receive; this is consistent with the TCPA and what we want carriers to provide. We will remain vigilant to make sure consumers do not lose access to com-munications they want, if that happens, we will get consumer complaints.

FCC Commissioner Rosenworcel stat-ed all too often consumers are interrupted by unwanted robocalls. I detest robocalls. TCPA complaints are the largest category of consumer FCC complaints, we get thou-sands of robocall complaints per month; the FTC receives many more. Action by the FCC is overdue; this is why congress passed the TCPA and later “Do Not Call.” This decision brings clarity and gives consum-ers tools to avoid harassing calls. Carriers may deploy the latest technologies to block robocalls. Consumers have the unequivocal

right revoke consent. I do not understand why the FCC is

giving the green light for additional robo-calls from some sectors of the economy (big banks, healthcare, and pharmaceutical providers), they get a loophole. Despite the FCC’s high-minded rhetoric, consumers will just get more robocalls. Furthermore, the FCC will be policing speech in these calls and the number of them, these issues could be handled in private contracts.

We need to crack down on spoofing, if we don’t have the tools, we need to revise our policies and seek help from Congress. Also, we need to consider how our robocall policies impact schools. Schools’ actions are resulting in a web of lawsuits. Chair-man Wheeler noted that the school issue was important, and he said the FCC will get on that issue.

FCC Commissioner Pai stated the FCC got almost 100,000 Do Not Call complaints last year. The Senate held a hearing on ille-gal telemarketing to seniors last year; it’s an important issue. Fraudsters often make calls from foreign countries that harass and de-fraud Americans. Too many Americans are receiving far too many fraudulent telemar-keting calls. The problem is getting worse. Almost 40% of consumer complaints to the FCC are about telemarketing. We need to fix this problem! But the FCC has only is-sued one citation recently. In addition, trial lawyers often only submit lawsuits against American companies that are easier to sue; the TCPA is the poster child for lawsuit abuse. He gave the examples of TCPA class action lawsuits against the Los Angeles

washington wire

continued from page 6

Continued on page 38


By Rob Borchert MBA, FHFM, CRCE-IPresident of Best Practice Associates, LLC,

member of the Virginia chapter And

Tim Borchert, MBA, PMPDeputy Director, Business Advisory Services,

Altarum, member of the Virginia chapter

October 2, 2015, well, here we are and it doesn’t seem as if anything has

changed. New coding system, not to diffi-cult, of course we have only seen 10 charts that need coding. The doctors aren’t com-plaining, finance is not yelling and it is a day of “adjustment.” Some questions come up, followed by some vague answers but the day goes on. The weekend of October 3 & 4 goes by and October 5 appears normal as well. The discharges from the weekend are in HIM and being coded and Monday’s mail is still in the ICD-9 (International Classifica-tion of Diseases) environment. October 6, 7, 8, there is a quiet hush in the office and it is like the calm before the storm. We hear of some commotion in HIM and don’t realize that this commotion is like the building up of molten lava in a volcano ready to blow.

October 12, 2015, Monday morning and the rolling roar of thunder from the physicians who are being tracked down and asked for more clarification in a patient’s record. Thunder from the frustration of HIM coders in trying to “interpret” physi-cian documentation to the highest level of specificity so they won’t get yelled at by the billing staff when the claims bounce back from the initial third party editing. The seas are getting rougher the closer the claims (in magnitude) get to the business office. Clear-inghouse edits, or your own system edits

only clear 40% to go forward, so it is back to HIM or some other clarifying agent to get the claim to the “clean” status.

The week of October 12, 2015 will be the week that will best reflect the “invest-ment” you have made into the preparation for the implementation of ICD-10. This week will tell us:• How good has our Clinical Documen-

tation Improvement (CDI) program is working

• How good has our internal ICD-10-CM education and training has been

• How good has our internal ICD-10-PCS education and training been

• How good is our internal communication protocols

• How quickly can we identify a problem or process breakdown and fix it?

• What do we have to do going forward?

These and other questions will be asked over the next month or two. The answers will be depend on how well you have pre-pared. Based on industry surveys, the most prepared are insurance companies, then hospitals, then outpatient centers. The least prepared are skilled nursing facilities, home health, outpatient therapies and phy-sicians. For those least prepared, the shock may come in the form of denials, delays in payments and increased requests for more documentation. For many physician prac-tices, especially those of a single specialty, the physicians are taking their top 10 to 25 ICD-9 diagnoses and having them “convert-ed” to the closest ICD-10 diagnosis. This may sound simple but many of these ICD-9 codes do not have a one-to-one match and therefore the physicians are either learning how to document to those that are a one-to-many relationship or choosing a “generic”,

unspecified ICD-10 code.As we have always stated and as we all

know, coding ICD-9 to the highest level of specificity builds the best and most accurate database with Medicare, Medicaid, and third party insurance companies. This specificity presents the “best picture” of the patient’s condition to either another physician or to a third party insurance company. Now, also as we all know, ICD-10 has thousands more codes with a much higher level of specificity. Since ICD-10 is a new coding system to all of us, there are no databases with Medicare, Medicaid or any third party insurance com-pany. This means we are all starting at the same place, so the more specific your diag-noses’ are now, the better your database will be for any future changes in such things as medical necessity or reimbursement meth-odology. In building this database, it is very important that the overall condition of the patient be documented. In APR-DRGs, the history of the patient can assist with the severity and mortality clarifications for di-agnosis. Indicating this historic condition (Present on Admission [POA] for inpatients and patient history for outpatients) will be value-added information in determining the full treatment protocols.

The learning curve for ICD-10 will be based on your investment in preparation. And your investment in preparation will be of great value in the reimbursement method-ologies coming very soon. We have all heard of quality measures and that reimbursement will be tied to quality measures more and more in the future. The other reimburse-ment methodology that is growing fast is that of APR-DRGs (All Patient Refined, Diagnostic Related Groups). Although it may not appear that outpatient reimburse-

Life after

ICD-10

Continued on page 9

Spring 2015 9

continued from page 8ment and physician reimbursement may not be directly affected, the specificity levels of the ICD-10 codes in each APR-DRG may, in time, affect the reimbursement of CPT (Current Procedure Codes) codes.

Life after October 1 will certainly change. From the nervous calm to the hectic panic can take a week, a month, 6 months or even a year, but it will come. This is due to the learning curve on everyone’s part from physician to coder to biller to insurance company. For those of us who remember each of the various new environments (Di-agnostic Related Groups [DRG]; Resourced Based Relative Value System [RBRVS]; Ambulatory Patient Groups [APGs]; Am-bulatory Patient Classifications [APCs]; and others), it took anywhere from 1 to 3 years to adapt to the new environment.

As time moves on and we get more comfortable with this coding system, the next environment to watch, we think, will be the third party insurance companies. We do a lot of work with insurance companies regarding contract negotiations and reim-bursement methodologies and we believe that, whether government or commercial, insurance companies will begin to adapt to the new coding environment fairly quickly regarding coding structures and reimburse-ment. We believe there will increases in such methodologies as bundling, case rates, APC and APG groupings and even RBRVS groupings. With the specific of ICD-10, quality measures will be enhanced as an incentive and bonus to the reimbursement methods, but remember if you do not meet the quality measures, you can receive a de-crease in overall payments.

October 1, 2015 through the end of 2016 will be learning curve for everyone. We believe that in 2017 and beyond, there will be multiple changes in the grouping of codes and the reimbursement methodol-ogy environment. We recommend that you stay close to your insurance companies, es-pecially your major payers, and meet with the representative on a regular basis. This could help you gain insight into how they are building your database and what future changes may be coming in your contract and/or reimbursement methods. n

Rob Borchert can be reached at 315.345.5208 and [email protected] Borchert can be reached at 703.328.3953 and [email protected]


By Peggy M. Radcliffe, LVN, CCTSanta Clara Valley Health and

Hospital System

How many times in recent years, since that “cute kid” starred in that “cute

movie”, have we all heard the term “pay it forward”? Hundreds? Thousands? In gen-eral, I think that most of us embrace the concept of “paying it forward”, doing some-thing to benefit someone else with the only caveat being that they, in turn, do something to benefit another. It is a simple concept that can have a far reaching impact on not just our immediate circle of acquaintances, but the ripple effect can be quite impressive.

So now that we all agree that it is a good concept, how often have we ever actually put it into practice in our professional lives? I am sure we can all think of individuals in our lives that have gone that extra mile to teach us, train us, and mentor us so we could move forward with our careers. I would like to share briefly about two such people in my career.

The first, Rick Lash, my Director of Pa-tient Business Services, at Children’s Hospi-tal Los Angeles. Many years back. Rick took the time, and had the patience (with me, this was a must have) to introduce me to the world of Chargemasters, CPT coding, HCPCS coding, Medi-Cal regulations etc. He had the confidence in my abilities that I did not have at the time. As a result of his efforts, an entire career in Revenue Integrity opened before my eyes, where I have been able to utilize my clinical background and benefit the organizations with which I have been affiliated.

The second is Jose “Pepe” Berasain. I

worked for him for about seven years and learned how to analyze a CDM, how to see what the client needed, or didn’t need and help them to achieve their goals. He taught me how to strive to do better, usually by handing back every report I ever submitted and simply saying, “You can do better.” At the time I hated it but now I am grateful because he was right. I was able to do better. He taught me to serve the customer, wheth-er they were a high profile corporation or a small critical access hospital, they were all just as important. I use this philosophy ev-ery day. My clinical departments are my cus-tomers, whether big or small, I serve them.

So now, with over 30 years in health-care, I feel it is now my responsibility to “pay it forward”. I had the opportunity ear-lier this year to spend some time with a col-league who works for a hospital not far from my home in Northern California. She had been appointed the CDM Analyst in her organization and had been told she needed to obtain her AAHAM CRIP certification. She was advised that keeping her position was dependent upon her passing this exam. After spending her career at a critical access hospital, she was understandably unfamiliar with many of the topics and regulations that she read about in the study guide that she had purchased. She was feeling a bit over-whelmed and not entirely confident she could pass the exam.

Fortunately, through the network of professional connections she had developed, a fellow colleague suggested she have anoth-er, more experienced professional meet with her to help her through the unfamiliar top-ics? I was honored to be the one contacted and asked to consider spending some time

with this complete stranger and just share my experience with her. I was hesitant. I thought, why me? After all, I am busy and my weekends are full. It is the only time I have to get things done around the house. I called her and could hear the frustration in her voice. She was studying hard but due to her experience and the type of organization for which she worked, there were just areas with which she was not familiar. I thought back over my career and all the hours that my mentors spent patiently explaining new areas and concepts in our industry to me. I realized that I should more accurately be asking, why not me? I told her I would meet with her. So, I drove a couple of hours and spent a Saturday in a hotel room, review-ing the study guide with her, answering her questions and teaching her about aspects of the industry that she was not familiar with. Over coffee, we shared stories of my inepti-tude when I first began and how I learned step by step. I shared with her my confi-dence in her ability to do her job and obtain the certification she needed. At the end of a long day, she looked at me with a smile and much more confidence and positivity than she had walked in with that morning. When she left, I knew that she could do it. What was better, was she was beginning to believe that she could do it! Seeing the change in her that day, made the trip and the time worth it. When asked how she could pay me back, I told her to “pay it forward.” When someone needs help in the future, be there to offer it, share your knowledge and change someone’s world.

I was once told that our industry is a very large business that is run by a very few

A Lifeline for Our Industry

Paying ItForward


people. It is so very true. It is the responsibil-ity of each of us, who have been blessed with long careers in this industry, to make sure the knowledge we have, is passed along to those coming up. Without networking and inter-dependence, our industry could never have achieved all that it has. Without this “person

to person” contact, our industry will fail mis-erably in our service, not only to the organi-zations which we serve, but our service to the patients who come to our halls for help. We have a responsibility to ensure the integrity of our industry withstands all of the sweeping changes that are a part of healthcare.

So, the bottom line is, can we each think of someone who took the time to

mentor us? Are we willing to take a little bit of our time to give back and mentor another person? As an industry and community, can we afford not to? Oh, and by the way, she passed the exam and received her CRIP cer-tification, icing on the cake! n

Ms. Radcliffe can be reached at [email protected]


Summer 2015 11


By: Erin Young, MPPHealth Policy Analyst, the American

Society for Radiation Oncology

Recently The American Society for Ra-diation Oncology (ASTRO) has been

made aware of confusion regarding appro-priate coding during the steps of preparing a patient for treatment. ASTRO has prepared this article to clarify the process of care for treatment preparation.

Process of care: treatment preparation

The process of care in radiation oncol-ogy is a series of complex steps that can be broken down into six categories: (1) Patient evaluation, (2) Preparing for treatment, (3) Medical radiation physics, dosimetry, treat-ment devices and special services, (4) Ra-diation treatment delivery, (5) Radiation treatment management, and (6) Follow-up care management. This article addresses the second step in the process of care: Preparing for treatment, which consists of three steps: • Clinical treatment planning • Simulation • Isodose planning

Each of these three steps is described in detail below. Depending on the modal-ity of radiation therapy used, the process of care within treatment preparation may vary. This article discusses the differences in the processes of care within treatment prepara-tion for a 3-D conformal plan and an IMRT plan.

Clinical treatment planning (CPT® codes 77261 - 77263)

The decision to administer radiation therapy is made by the radiation oncolo-gist following evaluation of the patient at consultation. The act of integrating the pa-tient’s overall medical condition and extent of disease with a plan for therapy triggers the clinical treatment planning process. Clini-cal treatment planning codes (CPT codes 77261-77263) are the professional charges for the physician to integrate the patient’s overall medical condition and extent of dis-ease and to formulate a plan of therapy for the patient. The term “clinical treatment planning” should not be confused with CPT codes that describe dosimetry isodose plans, which occur later in the process of care (e.g., teletherapy isodose plan (CPT codes 77306-77307), 3-D radiotherapy plan (77295), IMRT plan (77301) and brachytherapy iso-dose plan (77316-77318)).

Clinical treatment planning is a sepa-rate and discrete step in the process of care that represents services unique and distinct from those provided within other planning codes. Within clinical treatment planning, the radiation oncologist develops the specific parameters of the therapeutic management plan, including the overall clinical, physi-cal, and technical aspects of radiation treat-ment required for safe and effective therapy for each patient. This includes determining the treatment modality, total dose, fraction-ation, and the need for planned field chang-es. The physician must select from the vari-ous radiation modalities (e.g., IMRT, 3-D

conformal, brachytherapy, etc.), and decide whether to combine chemotherapy with radiation therapy. The treatment plan that emerges from this step will include the types of radiation that will be utilized, areas to be treated, techniques for treatment, doses to be delivered, and the duration of therapy. A clinical treatment planning code may be re-ported regardless of which modality is ulti-mately chosen to treat the patient. Once the documentation for clinical treatment plan-ning, which includes a written prescription or intent along with a note documenting the thought process and work, is complete the patient proceeds to the next step in treat-ment preparation: simulation.

Simulation (CPT® codes 77280 – 77290)After the physician has determined the

appropriate treatment parameters within the clinical treatment plan, the next step is the physical targeting of the tumor or treatment volume to ensure accurate treatment deliv-ery. Simulation is the process of defining rel-evant normal and abnormal target anatomy, and acquiring the images and data necessary to develop the optimal radiation treatment process, without actually delivering a treat-ment. During simulation, the radiation on-cologist, with the assistance of the radiation therapist, utilizes simulation equipment to define the exact treatment position for the patient. Simulation may be repeated during the treatment course as medically indicated depending on the type of cancer, radiation


Appropriate Coding

for Radiation Oncology Treatment Preparation

Summer 2015 13

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Summer 2015 13


therapy utilized, and the clinical response to the treatment. The simulation codes de-scribe the work and complexity of establish-ing the proper patient positioning and ob-taining adequate imaging with the patient in the treatment position.

Simulation followed by a 3-D Conformal Plan

Traditional preparation for radiation therapy consists of a distinct simulation procedure followed by the development of a computer-generated treatment plan that is the basis for the treatment course. Simulation procedures will frequently be performed on a different date of service prior to the three-dimensional radiation therapy planning code (CPT code 77295), if medically necessary, to prepare the patient for computer treatment planning and to ensure accurate treatment delivery. For example, CPT code 77290 may be utilized for the initial simulation for a pa-tient with lung cancer where CT images were obtained. On a subsequent day, when a com-puter plan is generated with dose-volume histograms of the tumor volume and criti-cal structures, CPT code 77295 would be utilized for the three-dimensional radiation therapy plan. Prior to starting treatment, the patient may undergo verification simulation confirming the isocenter placement, compat-ibility with treatment machine constraints, and multileaf collimation design, utilizing CPT code 77280.

Simulation followed by an IMRT Plan

The American Medical Association (AMA) Relative Value Scale Update Com-mittee (RUC) recently revised and reval-ued CPT code 77301. In that revision, the work process involved in creating an IMRT treatment plan was updated to include all simulation services performed in the devel-opment of the IMRT plan, and the practice expense relative value units (PE RVUs) asso-ciated with CPT code 77290 were included in the valuation of CPT code 77301. Fol-lowing these revisions, the National Correct Coding Initiative (NCCI) Policy Manual

was updated to indicate that the same date of service procedure-to-procedure edits be-tween CPT code 77301 and pre-IMRT plan simulation codes would be extended to in-clude all simulation activities associated with the development of the IMRT plan whether these procedures are reported on the same or different dates of service, effective January 1, 2014. ASTRO notes that prior and conflict-ing guidance from CMS transmittals and other sources on the co-reporting of CPT code 77301 and simulation services may still be available online and in other formats. AS-TRO urges facilities and providers to amend their billing policies to align with the above NCCI directive as necessary.

Therefore, if IMRT is the chosen mo-dality for treating the patient, a simulation code cannot be reported separately prior to completion of the IMRT treatment plan, even if the two services are performed on separate days. To reflect this change, AS-TRO has revised its guidance as follows: If a simulation charge(s) was already reported prior to reporting an IMRT treatment plan, the charge(s) must be voided on a subse-quent claim, if provided as part of develop-ing the IMRT treatment plan.

Following completion of the IMRT plan, CPT code 77280 may be reported separately for the work of performing a veri-fication simulation of the treatment field, after the planning process is complete. This work is important in supporting the safe administration of radiation therapy and is distinct from the work described by CPT code 77301.

Isodose planning (CPT® codes 77295 and 77301)

3-D Isodose planning (CPT® code 77295)

3-D radiation therapy planning (CPT code 77295) involves the computer-gener-ated reconstruction of tumor volume and surrounding critical normal tissue structures from a direct CT scan and/or MRI data in preparation for non-coplanar or coplanar therapy. Data from a volumetric CT scan and/or MRI images are acquired while the patient is in the exact position he or she will take for the actual radiation treatments.

The radiation oncologist contours the target volume. The radiation oncologist or medical physicist or dosimetrist under the supervision of the radiation oncologist con-tours the critical normal structures on each slice of the scan. These contours are then reconstructed and displayed on a computer video monitor. Once the beams are selected, the radiation oncologist shapes the fields to conform to the shape of the target volume in that projection.

The dose distribution is then analyzed using graphical tools, such as dose-volume histograms or three-dimensional dose dis-plays. The goal of this process is to conform the shape of a prescribed dose volume to the shape of a three-dimensional target volume, simultaneously limiting dose to critical nor-mal structures. This process may be revised multiple times to optimize dose distribu-tion.

Isodose planning with IMRT (CPT® code 77301)

An IMRT plan (CPT code 77301) in-cludes the work of imaging and contouring the treatment target, radiation dose prescrib-ing, and dosimetric planning, calculation, and verification. The work of creating the IMRT plan first includes positioning and aligning the patient, marking the treatment area on the patient, and selecting the appro-priate CT technique. The CT data set scan is then acquired, processed, approved, and then transferred to the treatment planning computer where the medical physicist and dosimetrist contour and review the images.

Following three-dimensional image ac-quisition, the physician contours the treat-ment target on each slice of these image sets. Nearby normal structures that could poten-tially be harmed by radiation (i.e., organs-at-risk, or OARs) are also contoured. Any combination of the target volume (GTV, CTV, ITV or PTV) may be contoured de-pending on the clinical situation and the in-tent of treatment. The physician then assigns specific dose requirements for the target vol-ume or structure. The prescription also will include dose constraints for the OARs.

Following the imaging, contouring, and



Summer 2015 15

dose prescription phases, the radiation phys-icist (or a dosimetrist under the supervision of the physician and physicist) calculates a treatment plan that delivers the prescribed radiation dose to the target volume and si-multaneously satisfies the normal tissue dose constraints. Dose-volume histograms are prepared for the target volume and organs at risk (OARs). Subsequently, the physician reviews the initial plan to determine whether the intended goal dose to the PTV and dose constraints to OARs have been achieved. The physician works with the physicist and do-simetrist to modify the optimization param-eters, during this process multiple plans are generated and compared. The physician then chooses the treatment option that meets the optimal dose constraint requirements. The calculated beams or arcs are then delivered to a dosimetry verification measurement device

to confirm that the intended dose distribu-tion for the patient is physically verifiable, and that the beams or arcs are technically feasible. After the completion of the devel-opment of the IMRT plan, the physicist and dosimetrist perform basic dose calculations on each of the modulated beams or arcs. These patient-specific monitor unit compu-tations verify the accuracy of the calculations through an independent second dose calcu-lation method. n

Disclaimer: The opinions referenced are those of members of the ASTRO Health Policy Committee based on their coding experience, and they are provided as a service to the pro-fession. They are based on the commonly used codes in radiation oncology, which are not all inclusive. Always check with your local insur-ance carriers, as policies vary by region. The fi-nal decision for coding for any procedure must be made by the physician, considering regula-

tions of insurance carriers and any local, state or federal laws that apply to the physician’s practice. ASTRO nor any of its officers, direc-tors, agents, employees, committee members or other representatives shall have any liability for any claim, whether founded or unfounded, of any kind whatsoever, including but not lim-ited to any claim for costs and legal fees, arising from the use of these opinions

Ms. Young can be reached at 703.839.7416 and [email protected]


REFERENCES• ASTRO 2015 Radiation Oncology Coding

Resource. Fairfax, Virginia: American Society for Radiology Oncology (ASTRO); 2015.

• Cherlow, JM, Eichler, T, Noyes W. “The Role of the Radiation Oncologist in the Process of Care for Patients Undergoing Radiation Ther-apy: An Update.” ASTRO. February 2013.

• CMS Medicare Claim Processing Manual Pub. No. 100-04 Ch.4 & 200.3.1 & 200.3.2

CRCE–I Certified Revenue Cycle Executive – Institutional

CRCE–P Certified Revenue Cycle Executive – Professional

Certification opens the door to the possibility of career advancement. Earning an AAHAM certification demonstrates that you have mastered the common body of knowledge for your profession. Sitting for these exams requires commitment and dedication. The CRCE–I,P Exam Study Manual will help assist you in preparing for the CRCE–I,P Exams.

Written by AAHAM, for AAHAM’s own certification programs ensures that this manual is the gateway to studying for and passing these professional exams. Included in the manual are chapter review questions and study tips. Log on to www.aaham.org for more information and to order your Exam Study Manual today!


By Dorothy A. Martin-Neville, PhDPresident/Founder of Dorothy A. Martin-

Neville, LLC

Leadership and team building can be considered two separate topics or one

topic with a broad focus. New research shows that mentoring as a form of leader-ship is the most effective. It implies a certain level of awareness and growth in the leader as well as a comfort in working with people. Effective leaders see themselves as someone who is not simply supporting or increasing the bottom line but also as someone who is in the process of creating a powerful and ef-fective team. These leaders can mentor em-ployees who need a little extra help making them hopeful for a future in the company and more invested, since the team acknowl-edges their skills and what they bring to the table.

This is not creating coaches or thera-pists, simply leaders recognizing great teams are created not a gift of luck. One leader I know had a member who was clearly highly skilled but didn’t fit in with her team at all. It was like having an awkward third thumb. Once this registered with the leader that the employee couldn’t fit regardless of how hard he tried, she changed her focus to see exactly

what his gifts were and where they could be best utilized. She found another department within the company where he fit perfectly, and the employee was thrilled to fit in some-where now the leader had a team that didn’t have a “problem.” Her team was grateful but also felt safe that they were not also on the verge of being let go. Safe employees be-come committed employees. Everyone won.

Various personality styles approach leadership and team building from a wide variety of expectations. For some, leadership is about the bottom line of achieving a task, at any cost, in the quickest and less expen-sive mode possible. Team work is expected to be a given since each employee is theo-retically working toward the same goal. The short term goal is the driving factor. Inevi-tably problems develop. However, for those who are trained in effective leadership as a means of individual and team development, the long term goal is seen to be even more impactful than the short term win. In addi-tion, neither the goal nor the win is consid-ered to be exclusive of the other, since one supports the other in the long run. Each is based upon, and dependent upon, the solid-ity, confidence, and beliefs of the leader.

Some leaders may comfortably bring a great deal of humor to their work while still being focused, solid, and ambitious. Other

leaders may bring a sense of wisdom and experience to the table that instantaneously warrants the trust of his team. Regardless of what they bring, the vision and goal is the leading influence. Either style has the abil-ity to create an environment of safety, sup-port, and potential. That’s where the team develops.

The new trend in leadership develop-ment stresses the importance of preparing others to develop their natural skills with the big picture in mind, supporting their move up the chain, along with a continued investment in the company. Regardless of approach, when the bottom line is to cre-ate a cohesive team through a mentor-based leadership style, you will consistently create a team that is led through individual and team support being seen as one and the same in many aspects. Mentoring can be a reward-ing experience for the boss, both personally and professionally. It can improve leadership and communication skills to help learn new perspectives and ways of thinking, advance their career, and help gain a great sense of personal satisfaction. Without that, any job is not worth its cost, whatever it is. n

Dr. Martin-Neville can be reached at 860.543.5629 and [email protected]

EffectiveLeadership


Through Mentorship and Team Building

Summer 2015 17Summer 2015 17

Coaching Kits

With the new AAHAM Coaching Kits, you are equipped toconduct interactive, thorough,and effective sessions to prepareparticipants for their CRCE–I,Por CRCS–I,P exam.

Each kit, packaged in a convenient binder, includes:• Detailed preparation instructions,

including a materials checklist• Overview of the adult learning

principles built into the kit• Scheduling suggestions so you

can customize your timetable• Tips and suggestions for

facilitating each portion of the coaching session

• CD with slides to guide participants through the session

• Materials and instructions for activities including laminated cards for learning games, quizzes, a crossword puzzle, and more

• Participant guide originals, so you can make copies and include as many exam-takers as you would like

• Extensive glossary of terms included in the exams

Each coach will need one copy of the CRCE–I,P or CRCS–I,P Exam Study Manual (sold separately).

Log on to www.aaham.org for more information and to order yourExam Study Manual today!

2015 AAHAM ANI

Speakers &Schedule


October 14-16, 2015Walt Disney World Swan Hotel

Orlando, Florida

Coaching Kits

With the new AAHAM Coaching Kits, you are equipped toconduct interactive, thorough,and effective sessions to prepareparticipants for their CRCE–I,Por CRCS–I,P exam.

Each kit, packaged in a convenient binder, includes:• Detailed preparation instructions,

including a materials checklist• Overview of the adult learning

principles built into the kit• Scheduling suggestions so you

can customize your timetable• Tips and suggestions for

facilitating each portion of the coaching session

• CD with slides to guide participants through the session

• Materials and instructions for activities including laminated cards for learning games, quizzes, a crossword puzzle, and more

• Participant guide originals, so you can make copies and include as many exam-takers as you would like

• Extensive glossary of terms included in the exams

Each coach will need one copy of the CRCE–I,P or CRCS–I,P Exam Study Manual (sold separately).

Log on to www.aaham.org for more information and to order yourExam Study Manual today!


Chris Blackmore Chris Blackmore is a presenter at Disney’s Approach to Quality Service seminars at-tended by Fortune 500 key personnel around the world. Chris is a professional magician, comedian, spokesperson, club and corporate performer. Chris regularly appears (and disappears) in shows throughout the country and the world. His talent for quick wit and thought provoking humor is balanced by a fun personality that wins over audiences. Moving easily between comedy and magic with a sharp gift of improvisation, he keeps all kinds of shows moving and full of energy.

Christie Ward, CSP Christie is a certified speaking professional (CSP) with over 30 years of experience in Accelerated Learning techniques. She is a top-notch trainer, personal coach and the best at helping you improve your personal impact. She delivers training to large corporations and federal clients, and non-profit groups and has spoken internationally in Singapore and Poland. She knows what it takes to motivate others and to survive change in mergers as well as in her personal life. Christie understands what adult learning is all about: how to ac-celerate learning so profit increases, personal lives improve and professionals have more impact. Christie did her undergraduate work at the University of Southern California and her graduate studies at Portland State University in Portland, Oregon.

Paul Miller, PLCPaul is a founding partner in the Government Affairs firm, Miller/Wenhold Capitol Strategies, LLC. He has vast experience in the lobbying profession and introduced the first lobbying certificate program designed to help lobbyists keep pace with the profes-sion and its standards. He led the successful fight to bring changes to the electronic filing system for lobbyists to comply and meet their obligations under federal law and allows the general public an opportunity to view lobbying reports online in real time. Paul was also instrumental in shaping the debate on lobbying reform in 2006 and 2007. He has been a tireless champion in the fight to protect every citizen’s right to petition their government through lobbying activities. Paul has traveled abroad to talk and meet with foreign leaders about their efforts to implement lobbying rules and regu-lations and has appeared on many national news programs discussing ethics and trans-parency issues. Paul is the co-founder of the Virginia Small Business Partnership; a statewide policy group focused on the needs of small businesses. Paul currently serves on his alma mater’s Deans Advisory Board at the University of Wisconsin.

Keynote Speakers

Summer 2015 21

Rob Borchert, MBA, FHFMA, CRCE-I Mr. Borchert is President of Best Practice Associates and a recognized speaker with AAHAM. He has over 30 years of rev-enue cycle experience from patient access through data capture, coding, billing and final claim resolution. He has worked with large health systems, community hospitals, physician practices, nursing homes and other related health support companies. Rob has authored numerous articles, is a frequent presenter and is the consultant for managed care contracts for the Veterans Administration.

Tawnya Bosko, MHA, MSHL, MSMs. Bosko is a Senior Manager with The Camden Group. She specializes in health-care prices, reimbursement and incentive models; as well as using data analytics to optimize financial and quality perfor-mance. Ms. Bosko previously served as Vice President and Chief Operating Of-ficer for a physician-hospital organiza-tion and multi-specialty medical group in northeast Ohio. She holds a master’s de-gree in healthcare administration from the University of North Carolina at Chapel Hill, a master’s degree in applied econom-ics from Georgia Southern University and a master’s degree in health law from Nova Southeastern University.

Martin BrutscherMr. Brutscher is the Executive Vice Presi-dent and Principal at McBee Associates. He has more than 25 years of healthcare operations experience, with particular emphasis in the areas of revenue cycle, HIPAA, compliance, risk management, and financial management. He is a lead-er in helping clients increase their use of automation to make operations more ef-ficient. Mr. Brutscher is a nationally rec-ognized speaker and author in industry publications in the area of revenue cycle operations.

Catherine (Kate) Clark, CPC, CRCE-I Ms. Clark is the Vice President of Kohler HealthCare Consulting and has worked in the healthcare industry for over 20 years. She has worked in all facets of the revenue cycle, with specific emphasis in Charge Description Master (CDM), Clinical Op-erations, and rates and reimbursement. She is a Certified Professional Coder (CPC) and Certified Revenue Cycle Ex-ecutive (CRCE-I). She recently passed her ICD-10 Proficiency Assessment. Her experience ranges from physician charge master, individual entity charge masters and health system charge master reviews. Her most recent experience has focused on revenue integrity projects and project management of electronic health record installations. Cate is the AAHAM Mary-land chapter Past President and is cur-rently serving as the Vice President of the Charm City chapter of the AAPC.

John Cook, BSBAMr. Cook is Chief Client Officer and Healthcare Advisor for PRC, Inc. He has been involved in business development, revenue cycle management, speaking, and writing for over 30 years. He was awarded the National HFMA Yerger Award for Excellence in Education. His first book, The Six Million Dollar Question, was pub-lished in March, 2014. John has spoken to countless audiences sharing practical, valu-able advice with managers and directors in the healthcare industry. He is a founding member and past president of the AA-HAM Carolina chapter and a longtime member of the North Carolina HFMA chapter. John remains active in his com-munity and state and continues to write a daily inspiration blog.

Katie DavisMs. Davis is Assistant Vice President, Corporate Patient Access at Carolinas HealthCare System. She has over 25 years of experience in Patient Access plus 8

years of physician practice management experience. She is a member of HFMA and an active member of the NAHAM and served as President of their local chap-ter in 2004.

Joette Derricks, CPC, CHC, CMPE, CSSGBMs. Derricks is the Vice President of Reg-ulatory Affairs and Research for MiraMed. She has over 30 years of healthcare finan-cial management and business experience. Knowledgeable in third-party reimburse-ment, coding and compliance issues, Ms. Derricks works to ensure client operations are both productive and profitable. She is a longstanding member of MGMA, HCCA and AAPC. She is nationally acclaimed speaker at industry events.

Tod Ferran, CISSP, QSATod Ferran is a Security Analyst for Secu-rityMetrics, Inc. With his 25 of IT securi-ty experience, he provides security consult-ing services and HIPAA/PCI compliance assessments for organizations throughout the United States and across the globe. Prior to joining SecurityMetrics, Mr. Fer-ran was president for several successful managed service providers and directed software/security development teams in the US, India and the Netherlands.

Michelle Fox, MBA, MHA, CHAMMs. Fox is the director of Access Manage-ment at Health First in Brevard County, Florida. She is responsible for directing revenue operations of the Patient Access Department supporting their not for prof-it hospitals, diagnostic centers, and a 300+ physician group. Michelle is nationally certified in Healthcare Access Manage-ment. She is a member and of NAHAM and ACHE and a frequent speaker. Mi-chelle holds a Bachelor of Health Science Education, a Master of Health Adminis-tration, and a Master of Business Admin-istration from the University of Florida in Gainesville.


Speakers


Priscilla C. Holland, AAP, CCM Ms. Holland is the Senior Director, Healthcare Payments at NACHA, The Electronic Payments Association. She leads NACHA’s healthcare payments program and works on other payments and remit-tance information and standards projects. Previously at NACHA, Ms. Holland led their international programs. She has more than 29 years of experience in cash man-agement, project management and product development. Prior to joining NACHA, she was a Vice President and Senior Prod-uct Manager for First Interstate Bank.

Jess Judy Mr. Judy is a Senior Vice President at Life-Point Hospitals where he oversees physi-cian relationships and medical staff devel-opment. He is responsible for the activities related to practice management and physi-cian recruitment. In addition, Jess oversees the company’s health reform activities and associated physician integration strategies.

Frank Keck, CSPMr. Keck is a Certified Speaking Profes-sional at Excellerant. Known at the “people whisperer,” his interactive, humorous style encourages and challenges audiences to gain clarity, generate innovation and be-come engaged to build on their “freaki-ness.” Audiences leave energized and focused, with an increased level of confi-dence, knowing they are better equipped to accomplish their goals. For over 25 years, Frank has worked with companies such as Coca Cola, Texas A&M, University of Iowa, Johns Hopkins, U.S. House of Rep-resentatives, Kiddie Care, Ford, General Motors, Community Blood Center, Amer-ican Society of Training and Development.

Charlotte Kohler, RN, CPA, CVA, CRCE-I, CPC, CHBC Ms. Kohler is President of Kohler Health-

Care Consulting. She has over 30 years of healthcare experience. She has served as the Chief Operating Officer of a hospital based Emergency Department and multi-specialty primary care medical practice, as well as a Compliance Officer of a five hos-pital integrated delivery system, and CFO for ancillary services of a multi hospital system. Her activities in compliance in-clude hospitals, physician practices, ASCs and DME, on coding and broad based regulatory issues. For the last 20 years she has provided expert testimony on behalf of providers in defense of fraud and abuse concerns. Charlotte has helped to maxi-mize both the profitability and the reim-bursement of ambulatory programs, re-en-gineered operational and human resources, and addressed coding and billing issues for providers to curtail fraud, abuse, kickback, OIG, EMTALA, and IRS issues.

April Langford, MBA, CPAMs. Langford is the Vice President, Fi-nance and Revenue Cycle Innovation at UPMC. She has directed divisions on both a hospital and corporate level at UPMC, including quality and medical manage-ment, clinical case management, clinical business analysis, physician services and physician office relations. April graduated from Washington and Jefferson College with a BA in Accounting and she earned her MBA and CPA from the Katz Busi-ness School at the University of Pittsburgh. She is also a certified Six Sigma Black Belt.

Brandon Leebrick, Esquire Mr. Leebrick an attorney with the firm of Ott Cone and Redpath. He works with healthcare systems and hospitals to devel-op revenue cycle enhancement strategies as well as address healthcare payment and delivery issues. He has experience working closely with government agencies to attain productive and timely results. Brandon earned his Juris Doctor degree from the University of North Carolina at Chapel Hill and his undergraduate degree from Furman University. He is a member of the

North Carolina and South Carolina bars, is active in several health law organizations, and is a member of AAHAM as well as a number of other healthcare associations.

Brenda Lenneman, MBAMs. Lenneman is a Learning Advisor with Spectrum Health University. She oversees one of their cornerstone development pro-grams for newly hired or promoted em-ployees in leadership positions throughout the system. She provides a high touch ap-proach for optimum participant experi-ence and engagement. She also works to deliver innovative approaches to corpo-rate learning and is currently involved in other projects that include enhancing the organization’s Learning Management System and developing business acumen curriculum. Brenda holds a BS in Business and Health Administration from Central Michigan University and an MBA from Grand Valley State University.

Angie MangumMs. Mangum is Senior Director of Rev-enue Cycle at LifePoint Hospitals. She oversees all aspects of Physician Practice Management’s financial and operational performance and is responsible for com-municating and implementing hospital strategic initiatives to meet the program’s goals and objectives.

Kristina Mori, CRCS-I, RS, CRCE-IMs. Mori is Manager of Patient Financial Services at Calvert Memorial Hospital. Kristina started her career in the physician world of revenue cycle, and later moved to the to the facility side. She has worked for Calvert Memorial Hospital for ten years starting as a Medicare Senior Reimburse-ment Specialist and worked her way up the ranks to her current position. Kristina is President of the AAHAM Maryland chapter and has served on their Board of Directors.



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Summer 2015 23

Norma Panther, CPC, CPC-I, CCS-P, CIRCC, CEMC, CHCMs. Panther is Director of Education, Auditor III at Advize Health. Ms. Pan-ther has over 25 years of experience in the healthcare industry and has been a medical coder, instructor, coordinator, and compli-ance auditor/educator. With her exten-sive experience and certifications, she is uniquely prepared to assist practices with coding compliance, revenue enhancement and staff education. She is an active mem-ber of the AAPC and a founding member of her local AAPC Chapter. She is a fre-quent industry trainer and speaker.

Chad Powers, Esquire Mr. Powers is Vice President and General Counsel of Medical Reimbursements of America. He is responsible for managing the Legal Department and Compliance at MRA. In addition to his corporate le-gal responsibilities, Mr. Powers advises on operational issues including managed care, ERISA, Medicare/Medicaid, MSP Com-pliance, workers’ compensation, third-par-ty recoveries as well as HIPAA/HITECH compliance. He provides educational and training events to the industry and to hos-pital employees nationwide.

Amy Repman, CHAM, CHAA, MBAMs. Repman is the Corporate Director of Access/Registration/Call Centers at WellSpan Health. She is responsible for hospital outpatient registration, admis-sions, emergency department registration, preregistration, call centers, insurance pro-curement and cashiering. She also serves as the business lead for enterprise-wide centralized scheduling initiatives in her organization as well as the business lead for kiosks implementation. Prior to join-ing WellSpan, Amy worked as an admin-istrator in nursing homes. She has had 20 years in leadership roles in the healthcare arena. She has a master’s degree from Ka-

plan University, a bachelor’s degree from Pennsylvania State University and holds a license as a nursing home administrator.

Rick Rogers, CRCE-I , CRCS-IMr. Rogers is Vice President of Strate-gic Services at ARS/Magnet Solutions. He has been involved in healthcare for almost 30 years. He received his CRCS-I certification in 2010 and his CRCE-I certification in 2013. Rick has been an ac-tive member of the national organization and serves on the Executive Certification Committee. He is a long-time member of the AAHAM Gopher chapter and cur-rently serves as their Chapter President.

Erin Selin, CRCE-I, CCTMs. Selin is Revenue Cycle Organization Compliance Manager at Intermountain Healthcare. She received her CRCE-I in 2007 and her CCT in 2011. Erin has been an active member of the national organiza-tion and serves as the Chair of the Execu-tive Certification Committee. She a long-time member of the AAHAM Mountain-West chapter and currently serves as their Chair of the Board.

Paul Shorrosh, MBA, MSW, CHAM

Mr. Shorrosh is CEO and Founder of Ac-cuReg Front-End Revenue Cycle Solu-tions. He has over twenty years of experi-ence in Patient Access and Revenue Cycle Management. He has developed pre-reg-istration departments, clearance and eli-gibility verification workflows, automated quality assurance and up-front collections, and denial prevention programs. His ef-forts include designing technology around the registrar to reduce the complexity, time and expertise required to complete critical processes; each with hundreds of varia-tions in payer requirements. Paul remains on a mission to improve hospital financial performance and patient experience with automated processes, exception-based workflows, and performance management systems at the front-end of the revenue cycle.

Tomer ShovalMr. Shoval is CEO of Simplee. He founded Simplee as a way to help people better un-derstand and manage their healthcare bills. A veteran e-commerce leader, Tomer spe-cializes in the intersection of healthcare, technology, and consumers. Previously, he was managing director of Shopping.com N.A. (an eBay company). Tomer holds a BA from the Academic College of Tel-Aviv.


Speakers continued


Jeffrey SilversheinMr. Silvershein is the Vice President, Principal of McBee Associates. He has more than 30 years of healthcare opera-tions and financial experience. Mr. Sil-vershein has led many revenue cycle and clinical operations engagements with the firm, producing significant cash flow and net collection results for his clients. He has developed and optimized McBee Associ-ates’ retrospective and concurrent denials management services.

Franklin Smith, CRCE-IMr. Smith is Director of Patient Financial Services at Calvert Memorial Hospital. His revenue cycle experience began on the payer side working with Blue Cross then as a consultant for McBee and As-sociates, Cap Gemini/Ernst and Young and Zimmerman and Associates. During his years as a consultant, he gained valu-able experience solving complex issues for institutions and physicians groups to help improve operations and performance.

Kempton Smith, CRCE-IMr. Smith is Vice President, Patient Fi-nancial Services, Regional Facilities at

Carolinas HealthCare System. He is a 30 year veteran of the revenue cycle. His ex-perience ranges from small critical access facilities to large urban facilities including not for profit and for profit organizations. In addition, part of his career was spent developing software to support automated workflows in patient access, patient ac-counting, accounting, materials manage-ment, human resources and healthcare information management. Kempton also previously served as AAHAM’s National Treasurer, First Vice President, President, and Chair of the Board.

Yasmin Anderson-Smith, MCRP, CIP, CPBS Ms. Smith is Practice Administrative Manager for KYMS Image International, LLC. Her focus on practice operations in-cludes human resource management, staff supervision and training, patient access, customer service relations, office climate and aesthetics and EHR implementation. Yasmin is an award-winning coach, speak-er and author who brings leading-edge experience in the fields of business and professional image management, personal branding, workplace excellence and civility skills for career success.

Elizabeth StaasMs. Staas is an Advisory Revenue Cycle Consultant for Recondo Technology. She brings a deep understanding and work-ing knowledge of the revenue cycle and all its associated components to include workflow, human factors, and technology. Elizabeth has worked with numerous hos-pitals and other healthcare providers in her career concentrating on increasing prompt and proper payment for the services they provide. She currently serves on the Board of Directors and as the incoming President for the Virginia-DC Chapter of HFMA. She is an active member of the AAHAM Virginia chapter and serves as their Legis-lative Chair.

Lori ZindlMs. Zindl is President of OS inc. An en-trepreneur and industry leader, Lori Zindl built OS inc. on the principles of valuing both clients and employees equally. Lori has more than 20 years of experience in the revenue cycle management field and is a nationally recognized speaker, seminar leader, consultant and trainer. She is cur-rently serving on the Wisconsin Hospital Association ICD-10 task force helping providers manage the upcoming changes and associated effects.


Speakers continued

Summer 2015 25

Schedule of Events (tentative)

Tuesday, October 13th

6:00pm – 8:00pmRegistration

Wednesday, October 14th

7:30am – 5:30pmRegistration

12:00pm – 1:00pmCRCE and CRCP Certification Luncheon and Certification Awards PresentationAll AAHAM CRCE and CRCP certified members are invited to join us as we recog-nize our newly certified CRCE and CRCP members and bestow special achievement awards. This luncheon is open to CRCEs and CRCPs only. 1:15pm – 2:45pmAnnual Business Meeting and Awards Ceremony

2:45pm – 4:15pmOpening Keynote SessionKeynote Speaker: Chris Blackmore“The Positive Patient Experience” Chris Blackmore will reveal the secrets of leadership and customer excellence made fa-mous by the most popular resort destination in the world. Chris will break down what is involved in delivering world class customer service. Using his “Hear, Think, Learn” meth-od of working together for a common goal, Chris explains the Disney style of excellence and how it applies to your work. Learn to define leadership and customer excellence qualities, identify team and individual needs, evaluate roadblocks, and create and imple-ment simple teamwork policies. All of this while laughing and being amazed by Chris’s hilarious presentation style.

5:00pm – 6:00pmFirst Timer and New Member Reception All new members and first-time ANI at-tendees are invited to join the AAHAM Board of Directors at a special networking reception in your honor.

6:00pm – 7:00pmWelcome Reception in the Exhibit Hall Join your friends, colleagues and ANI ex-hibitors at the opening event of the ANI. Enjoy delicious appetizers as you tour our exhibit booths and learn about the latest products and services available to our in-dustry.

Thursday, October 15th


8:00am – 9:00amContinental Breakfast in the Exhibit HallStart your day off right with delicious pastries and coffee while you visit with our exhibitors.

9:15am – 10:45amKeynote SessionKeynote Speaker: Christie Ward “Affecting Positive Change: Create a Workplace that Works for Everyone”Creating an environment for positive change is everyone’s responsibility. We need to all embrace the principles of new beginnings, but change is hard and we all tend to resist it. The top ten reasons you need this session:1. You are tired of worrying about

change and ready to do something about it

2. Learn a model for your journey through change that you can ap-ply to any changes in your work and personal life

3. Plan actions for every step through a change

4. Learn how to help others through change who may not be faring so well

5. Look at external and internal forces that impact change and how you can deal with them on a daily basis

6. Learn four causes for change resis-tance and what you can do to reduce the impact of resistance in yourself and others

7. Experience a demonstration of human nature in change personally

8. Learn the characteristics of resilience and how to enhance them for yourself and your team

9. Get tools to help you deal with the changes you face daily at work

10. Come find out how to truly become part of the solution, not the problem!

11:00am – 12:30pmCONCURRENT SESSIONS

Management/Revenue Cycle Track“People, Process, and Technology: UPMC’s Journey to Improving Revenue Cycle Efficiency April Langford, MBA, CPA, Vice President, Finance and Revenue Cycle Innovation at UPMC This presentation will give an overview of UPMC’s HIM and Revenue Cycle Operations, including recent integra-tion of physician and hospital areas of responsibility. It will highlight how UPMC integrated people, process, and technology to address issues within the middle-and-back-end areas of the rev-enue cycle. Learn about UPMC’s use of Computer Assisted Coding and how it has been able to further develop its Clinical Document Improvement pro-gram and usage of an Intelligent Coding Analytics tool that completes regulatory and compliance checks to assure coding quality. This presentation will also review UPMC’s A/R follow up process and how it uses ground-breaking technology to enhance cash collection and reduce A/R days and denial percentages.

Compliance/Specialty Track “Shades of Gray in Evaluation and Management Documentation and Coding” Joette Derricks, CPC, CHC, CMPE, CSSGB, Vice President, Regulatory Af-fairs for MiraMedThis session talks about why it is so tough for healthcare providers to pass auditors’ scrutiny for Evaluation and



Management (E&M) services. Despite the 1995 and 1997 guidelines, there are no clear regulations or uniform rules. E&M codes are plagued by fifty shades of different interpretations. Most payers’ website contains guidelines that are im-posed on top of the official guidelines, along with so many over interpreted and misinterpretations by hundreds of law-yers, consultants, coders, and others. Not to mention urban coding myths which are widely distributed and continual re-hashed on the Internet.

Access/Quality Management Track“This Conversation May be Recorded for Quality Purposes”Michelle Fox, MBA, MHA, CHAM, Director, Access Management, Health FirstAs consumers, we have come to expect customer service calls to be recorded for quality purposes. This presentation will share why leading healthcare organiza-tions are incorporating recording and quality scoring throughout the revenue cycle. A Director of Access Manage-ment will share methods for monitor-ing and scoring patient encounters to improve patient experience. Hear out-comes and walk away with practical steps to standardize communication best practices among your teams.

Leadership/Professional Develop-ment“Bringing Them All Together: Creating an Integrated Learning Environment”Brenda Lenneman, MBA, Learning Advisor, Spectrum Health University This session will discuss how to unite physician and administrative leadersinto an integrated learning environment to create a sustainable pipeline of lead-ership talent within the organization. Learn how to obtain buy-in from the top down, creating an integrated audi-ence of physician and administrative leaders. Learn about “Support Beyond Endorsement,” calling upon leaders to own the development of their teams and going beyond just acknowledging their direct reports’ participation.

Specialty Track“Today’s Business Office Model: Streamlined Staffing and Productivity” Lori Zindl, President, OS inc.This session will focus on identifying opportunities to improve RCM per-formance and productivity, allowing for reallocation of employees to meet chal-lenges head on. With ICD-10 and the many upcoming changes in healthcare reimbursement, revenue cycle man-agement has never been more closely tied to a provider’s financial viability. A weak RCM strategy today will be noth-ing short of a disaster next year at this time. Learn about calculators for busi-ness office personnel, productivity stan-dards, performance matrixes and decid-ing which investments in technology are necessary in RCM to achieve long term success.

12:30pm – 2:00pmBuffet Luncheon in the Exhibit Hall Enjoy a delicious buffet luncheon while you network and visit our exhibitors.

2:00pm – 3:00pmConcurrent Sessions

Management/Revenue Cycle Track“Back to the Future of Revenue Cycle Management”Franklin Smith, CRCE-I, Director, Financial Services, Calvert Memorial HospitalThis presentation will provide a reflec-tive view of how government action spurred action in the provider com-munity, and to review lessons learned in revenue cycle management during hospital-physician integration of the 1990s, and how we can apply them in the current environment of healthcare reform and hospital system market ac-tivity.

Compliance/Specialty Track “Charge Description Master and Revenue Integrity, Putting the

Pieces Together” Catherine (Kate) Clark, CPC, CRCE-I, Vice President, Kohler HealthCare Consulting, Inc. This session will define the charge de-scription master (CDM) and revenue integrity and show how these two piv-otal concepts combine to create op-portunities within the organizations you work within. These two areas are interwoven and require vigilance from all areas to ensure data and information is current and compliant. Gain a better understanding of the individual compo-nents of the CDM and the components of a revenue integrity plan, while under-standing the crucial interaction of these two areas for revenue cycle staff.

Access/Quality Management Track“Engaging Touch Free Practices, Carolinas HealthCare System: A Case Study on Automation in the Revenue Cycle” Katie Davis, Assistant Vice President, Corporate Patient Access, Carolinas HealthCare System Elizabeth Staas, Advisory Revenue Cycle Consultant, Recondo TechnologyIn this presentation, learn about trans-forming today’s manual Patient Access activities into a real-time, automated, no touch process dramatically improves staff productivity and improves revenue cycle financials (reducing AR Days and Denials). This transformation enables staff to spend less time on payer web-sites and phone calls and more time with patients which leads to increased patient satisfaction. Carolinas Health-Care System provides historical metrics on the impact of engaging touch-free automation into their Corporate Pa-tient Access activities and the resulting increases productivity and ability to re-purpose employees.

Leadership/Professional Develop-ment Track “60 Second Coach, Lead Your People to Optimal Performances in 60 Seconds”


Schedule of Events (tentative) continued

Summer 2015 27

Frank Keck, CSP, ExcellerantManaging and leading people can be a very complex, complicated and time consuming chore. In this workshop, we will give you a blue print on how to be able to manage and lead your team in simple, easy chunks of 60 seconds each. Learn how to make your time with each person on your team more valuable and how to have more impact on each per-son on your team. Find out how to have more fun in your job as a coach/man-ager/leader.

Specialty Track“Managing Bundled Payments in the World of Accountable Care”Jeffery Silvershein, Vice President, Principal, McBee Associates, Inc. Martin Brutscher, Executive Vice President, Principal, McBee Associates, Inc. This session will provide perspective, information, and guidance for orga-nizations considering implementing a bundled payment arrangement. Dis-cussion of how to monitor revenue and expenses will also be included. Bundled payments are the future of healthcare reimbursement. Ultimately, all financial risk will be shared and managed across the entire provider continuum. Today, leading edge provider organizations are assuming financial risk (and reward) in the form of bundled payments. Instead of allowing payers control the distribu-tion of funds in bundled payment ar-rangements, with the right tools and processes, hospitals can take control.

3:15pm – 4:15pmCONCURRENT SESSIONS

Management/Revenue Cycle Track“Revenue Cycle Vari-ance Analysis for Fun and Profit”Kempton S. Smith, CRCE-I, Vice Presi-dent, Patient Financial Services, Re-gional Facilities, Carolinas HealthCare System This session will examine the use of rev-enue cycle trends to understand chang-

es occurring on the income statement and balance sheet, as well as to consider the importance and impact of various project initiatives. During the presen-tation, Kempton will present data from facilities, the various findings discov-ered, projects developed as a result, and the outcome of those projects.

Compliance Track “How to Conduct an Accurate HIPAA Risk Analysis”Tod Ferran, CISSP, QSA, Security Ana-lyst, SecurityMetricsUsing recent case studies, this session will show you how to accurately ana-lyze andsafeguard a patient data environment through the creation of an accurate risk analysis. Discover how to mesh apa-thetic over-worked staff, security-con-scious patients, and rigorous HIPAA requirements to create a highly opera-tive compliance atmosphere.

Access/Quality Management Track“The 3 P’s to Perfect Your Pre-Encounter.”John Cook, BSBA, Chief Client Officer, Healthcare Advisor, PRC, Inc.In this session, discover how hospitals are using the 3 P’s (Processes, Patients and Payments) to deliver amazing re-sults such as an increase in upfront pay-ments. While organizations use their pre-encounter to reduce denial claims, many are missing profitable opportuni-ties to increase cash flow, increase the recovery rate on receivables and im-prove patient satisfaction.

Leadership/Professional Develop-ment Track“Relationships Matter- Tools for Building Bonds of Respect, Trust and Integrity to Enhance Patient Relations and Staff Performance”Yasmin Anderson-Smith, MCRP, CIP, CPBS, Practice Administrative Manager, KYMS Image International, LLCIn this session you will discuss how

healthcare is all about relationships. Whether the setting is a clinic, hospi-tal or doctor’s office, relationships be-tween doctors, staff, patients and oth-ers they come in contact with, matter a great deal. Particularly, as healthcare is about caring, and often deals with the precious matter of life, how people are treated is perhaps even more impor-tant. Building and maintaining positive, productive relationships with staff and patients takes consistent practice in the use of 10 tools discussed in this presen-tation.

Specialty Track“The Carriers and CMS are Ready, Are You? An Efficient ICD-10 Transition Process”Norma Panther, CPC, CPC-I, CCS-P, CIRCC, CEMC, CHCDirector of Education, Auditor III, Ad-vize HealthThis session will address the necessary preparation steps to ensure you are ready for the major impact of the ICD-10 transition. Focus will be on ICD-10 Implementation workflow and training flow. To help address quality and com-pliance, real-life coding examples will be presented. Learn the common mis-interpreted codes and best practices to assist you become and stay compliant as well as understand what is expected of you from payers and CMS.

5:00 pm – 7:00 pm “Around the World Cocktail Party”New This Year! Instead of our annual Pres-ident’s Reception and Awards Banquet, we will be having an outdoor, “Around the World Cocktail Party.” Enjoy unique ap-petizers and beverages from several differ-ent countries in a fun, casual, networking atmosphere. Come dressed in the custom-ary attire of your favorite country or your country of heritage.



Friday, October 16th, 2014


8:00am – 9:00amContinental Breakfast in the Exhibit HallStart your day off right with delicious pas-tries and coffee while you visit with our exhibitors.

9:15am – 10:15amCONCURRENT SESSIONS

Management/Revenue Cycle Track“Claim Payments, What is it Costing Your Practice to Receive Claim Payments?”Priscilla Holland, AAP, CCM, Senior Director, Healthcare Payments, NACHALearn how to understand your EFT payment options under HIPAA rec-ognize the impact to your facility and make an educated choice of how you want to be paid by health plans. Many providers have found that claims paid by virtual card have increased this year. This session will look at different EFT payment options and discuss the fea-tures, costs, and benefits of each option and help providers make an educated choice for claim reimbursement pay-ments.

Compliance Track“Medicare Secondary Payer Regulations as Applicable to Accident Claims”Chad Powers, Esquire, Vice President and General Counsel, Medical Reim-bursements of AmericaThis presentation provides an in-depth review of the nuances of the Medicare Secondary Payer provisions to help pro-viders maximize reimbursements and remain compliant with the Medicare. Medicare was the primary payer for most Medicare covered services, but Medi-care changed its status from primary to secondary payer in 1980. Between 1980 and 2003, the Medicare Secondary Payer provisions were adjusted and refined. The various iterations of the provisions have

led to confusion among providers when treating Medicare beneficiaries whose in-juries are accident-related.

Access/Quality Management Track“Enhancing Financial Stability With Hospital In-house Medicaid Eligibility Programs”Brandon Leebrick, Esquire, Ott Cone and Redpath, PA This session discusses how health sys-tems and hospitals can reduce bad debt and increase financial stability through an in-house program that focuses on finding payment sources, particularly Medicaid, for self-pay accounts. The benefits of an in-house model versus outsourcing will be explored.

Leadership/Professional Develop-ment Track“How to Grow Future Leaders for Your Front Line Registration Departments”Amy Repman, CHAM, CHAA, MBACorporate Director, Access/Registration/Call Centers, Wellspan Health In the session you will discuss Well-Span’s leadership dilemma and how they chose to address it. Find out about the structured leadership program that was developed to cultivate and foster the next generation of operations lead-ership. Discuss about the lessons learned during the initial Future Leaders pro-gram and what has changed moving into year two and three. Lean how to identify leaders through mentoring and shadowing experiences.

Specialty Track“From Volume to Value: Making the Transition”

Tawnya Bosko, MHA, MSHL, MS, Se-nior Manager, The Camden Group In this session participants will learn how to structure a consistent, perfor-mance-based incentive program for physicians and develop an approach to working with payers to make the pro-gram successful. As healthcare reform brings change to the delivery system,

reimbursement is becoming increasing-ly tied to quality and value. During this change, physicians are in a transitional period in which they must maintain volumes while focusing on quality and providing increased value. By collabo-rating with payers, physicians can create a unique, consistent incentive program that meets the goals of their practice and payer partners, making the value-based transition more manageable.

10:30am – 11:30amCONCURRENT SESSIONS

Management/Revenue Cycle Track “An Engagement Success: Why Patients are Happier, and Paying More” Jess Judy, Senior Vice President, LifePoint HospitalsAngie Mangum, Senior Director of Rev-enue Cycle, LifePoint HospitalsTomer Shoval, Chief Executive Officer, SimpleeThis session will help you identify new engagement techniques from outside healthcare and benchmark your pa-tient revenue cycle practices for better consumer alignment. Find out how an easy and transparent experience makes customers happier and creates the con-ditions for self-service success. Learn from a case study of LifePoint Hospitals about how they transformed its patient revenue cycle to engage the healthcare consumer, key changes, what worked, and what did not. Hear the results and insights behind their success in driving happier patients, better collections, and lower costs with patient engagement.

Compliance Track“Big Group Practices: Handling Revenue Cycle Compliance”Charlotte Kohler, President, [RN], CPA, CVA, CRCE-I, CPC, CHBC This session explores ways in which the revenue cycle team can create a positive approach and reduce ongoing issues when bringing physicians into a large practice or a hospital-owned practice.


Summer 2015 29

Learn how to create mechanisms and approaches to assure smooth transi-tions and ongoing services as well as to evaluate compliance/monitoring in the revenue cycle. Understanding the issues regarding Evaluation-Management codes will also be covered.

Access/Quality Management Track“Front-End Clearance, Collection, and Conversion Strategies: How Patient Access Can Transform Revenue Cycle Results”Paul Shorrosh, MBA, MSW, CHAM, CEO and Founder, AccuRegThis session covers the critical front-end processes that must be accomplished prior to service. If done effectively, these processes will transform your revenue cycle. If done poorly, they will wreck it, especially in a reform environment. Review the vital front-end functions of ordering, scheduling, pre-registration and registration, and identify the patient access KPIs, processes, and technologies that can make or break your revenue cycle performance.

Leadership/Professional Develop-ment Track“Executive Certifica-tion Preperation” Erin Selin, CRCE-I, CCT, Revenue Cycle Organization Compliance Manager, Intermountain Healthcare

Kristina Mori, BS, CRCE-I, Manager of Patient Financial Services, Calvert Memorial HospitalRick Rogers, CRCE-I, CRCS-I, Vice President of Strategic Services, ARS/Magnet SolutionsThis session will help you prepare to take AAHAM’s executive level certification exams (CRCE) or help you brush up on your skills. As members of the National Executive Certification Committee, the instructors are committed to providing a comprehensive outline of the exam, the Study Manual, study and testing tips, and practice questions and activi-ties to assist you, regardless of your level of readiness.

Specialty Track“The CASH IMPACT: Merging ICD-10 with APR-DRG’sRob Borchert, MBA, FHFMA, CRCE-I, President, Best Practice AssociatesThis session will explain the impact of the merging of ICD-10 and APR-DRGs. Learn about contract language for third party payer negotiations and techniques how to assess the cash im-pact on your organization. Learn in-novative methods and approaches to appropriately gather and assign the most accurate and specific code in order to attain the correct “weighted” reim-bursement. Methods involving cardiol-ogy, orthopedics and other specialties to compliantly collect and assign the most specific code(s) will be presented.

11:30pm – 1:00pmBuffet Luncheon in the Exhibit Hall Enjoy a delicious buffet luncheon while you network and visit our exhibitors.

1:00pm – 2:00pmICD-10 Open ForumBring your ICD-10 post implementation questions, concerns and network with peers to hear what is happening across the country in the industry related to the ICD-10 implementation.

2:00pm – 3:00pm Closing Keynote Session “Washington Update”Paul Miller, PLC, Miller/Wenhold Capitol Strategies, LLC“How’s Healthcare Re-form Working Out For You?”Join Paul Miller, AAHAM’s “Man in Washington” for an informative session on the upcoming presidential elections and a Washington status recap.

3:00pm – 4:00pm Refreshment Break, Award Presentations and Prize Drawings

Get your CEUs!Industry professionals on average, enjoy higher salaries and wages than non-certified individuals. Remember, continuing education units (CEUs) are necessary to maintain your AAHAM certifications. Earn two (2) CEUs per each educational hour attended.

The AAHAM ANI offers the solutions you need to succeed, no matter what your challenge or experience level. With the ANI’s five distinct learning tracks and over 30 sessions, the ANI offers unparalleled education and training to meet every individual’s needs.


2015 ANI Registration FormOctober 14-16, 2015

Please PRINT or TYPE information exactly as it should appear on your badge. Each attendee must complete a separate registration form.NOTE: Confirmation will be emailed or faxed; please include both on this form.

I am a member of AAHAM: ❏ Mbr. #

First Name: Last Name:

Name on Badge (if different):

Title:

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City: State: Zip:

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CONCURRENT SESSIONSPre-registration for all concurrent sessions is required as seating is limited. Please rankyour selections in order of preference 1 = first choice, 2 = second choice, 3 = third choiceWednesday, October 14th 12:00pm – 1:00pm___ Certification Luncheon and Certification Awards Presentation CRCE and CRCP

Thursday, October 15th 11:00am – 12:30pm___ People, Process, and Technology: UPMC’s Journey to Improving Revenue Cycle Efficiency ___ Shades of Gray in Evaluation and Management Documentation and Coding___ This Conversation May be Recorded for Quality Purposes___ Bringing Them All Together: Creating an Integrated Learning Environment___ Today’s Business Office Model: Streamlined Staffing and Productivity

Thursday, October 15th 2:00pm – 3:00pm___ Back to the Future of Revenue Cycle Management___ Charge Description Master and Revenue Integrity, Putting the Pieces Together___ Engaging Touch Free Practices, Carolinas HealthCare System: A Case Study on Automation in the Revenue Cycle___ 60 Second Coach, Lead Your People to Optimal Performances in 60 Seconds___ Managing Bundled Payments in the World of Accountable Care

Thursday, October 15th 3:15pm – 4:15pm___ Revenue Cycle Variance Analysis for Fun and Profit___ How to Conduct an Accurate HIPAA Risk Analysis___ The 3 P’s to Perfect Your Pre-Encounter___ Relationships Matter- Tools for Building Bonds of Respect, Trust and Integrity to Enhance Patient Relations and Staff Performance___ The Carriers and CMS are Ready, Are You? An Efficient ICD-10 Transition Process

Friday, October 16th 9:15am – 10:15am___ Claim Payments, What is it Costing Your Practice to Receive Claim Payments?___ Medicare Secondary Payer Regulations as Applicable to Accident Claims___ Enhancing Financial Stability With Hospital In-house Medicaid Eligibility Programs___ How to Grow Future Leaders for Your Front Line Registration Departments___ From Volume to Value: Making the Transition

Friday, October 16th 10:30am – 11:30am___ An Engagement Success: Why Patients are Happier, and Paying More___ Big Group Practices: Handling Revenue Cycle Compliance___ Front-End Clearance, Collection, and Conversion Strategies: How Patient Access Can Transform Revenue Cycle Results___ Executive Certification Preperation___ The Cash Impact Merging ICD-10 with APR-DRG’s

Friday, October 16th 1:00pm – 2:00pm___ ICD-10 Open Forum

_____________________________ Please check: ❏ First Time Attendee ❏ CRCE-I ❏ CRCE-P ❏ CRCP-I ❏ CRCP-P ❏ CRCS-I ❏ CRCS-P ❏ CRIP ❏ CCT How did you hear about the ANI? ❏ Email ❏ LinkedIn ❏ Journal ❏ Social Media ❏ Other ___________________________________ REGISTRATION FEESFull registration receives one complimentary ticket to all eventsFull Registration AAHAM Non-Member By August 14 $ 590 $ 690 $ ________By Sept 25 $ 690 $ 790 $ ________By Oct 9 $ 790 $ 890 $ ________Oct 10-Onsite $ 890 $ 990 $ ________One Day Registration $ 300 $ 430 $ ________Please check: ❏ Wednesday ❏ Thursday ❏ FridayTotal Registration Due $ ________Join today and take the membership rate!

GUEST TICKETS REQUESTED___ Wednesday Welcome Reception @ $75 each $ ___________ Thursday Breakfast @ $25 each $ ___________ Thursday Luncheon @ $85 each $ ___________ Thursday Around the World Cocktail Party @ $125 $ ___________ Friday Breakfast @ $25 each $ ___________ Friday Luncheon @ $85 each $ ________

I am a ❏ Executive Committee Member ❏ Committee Chairperson ❏ Past National President ❏ Speaker, and as such I receive a complimentary registration

PAYMENT❏ Check – payable to AAHAM

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ONLINE REGISTRATION IS ENCOURAGED: WWW.AAHAM.ORGMAIL form to:AAHAMP.O. Box 3348, Huntsville, AL 35810Phone #: 256.852.4490Fax to: 877.314.6077Online: www.aaham.orgMake Checks Payable to: AAHAMNo Cancellations will be accepted after September 11, 2015. Cancellations prior to this date will be subject to a $100.00 administrative fee. All cancellations must be inwriting. Refunds will not be given for no-shows at the conference. If you are unable toattend and have already registered, you may substitute someone in your place for a feeof $100.00. Please submit changes in writing with payment. Registrations will not beprocessed without payment. The early registration rate is determined by date ofreceipt of payment. You may register online at www.aaham.org.


REGISTER ONLINE AT WWW.AAHAM.ORG

Celebrate Patient AccountManagement Week

October 18-25

Now in its 26th year, National Patient Account Management Day was established on October 18, 1989 by a proclamation from the U.S. Congress when AAHAM (then AGPAM) sought to officially recognize healthcare administration management throughout the country. National Patient Account Management Day will be part of a week-long celebration, October 18-25, by hospitals, physician offices and others involved with patient account management to recognize and honor the individuals engaged in healthcare administrative management. This is a special week to honor those special people involved in healthcare administrative management; for managers to honor the individuals on their staffs, for the public to become aware of the profession, and for each of us to recognize our colleagues and ourselves. AAHAM sells a wide array of products to commemorate this special week: www.aaham.org


By Natashia R. Nile CHAA, CRCS-IAdmitting Department Supervisor,

Franklin Memorial Hospital, member of the Pinetree chapter

Engaged employees are essential to any successful industry. However it is espe-

cially important in industries such as health-care, where engaged employees are essential for safe, patient centered care. “Creating a good healthcare workplace means knowing the difference between a satisfied employee and an engaged one” (Selvam, 2012). In the fast paced world of healthcare, it is essential for management and leadership to under-stand how to gain and maintain engaged employees.

Ask any Human Resources Depart-ment about the challenges in today’s work-force and you are likely to hear about dis-engaged employees. Those employees who need a pay check and will do the minimum work required to maintain that check. Em-ployees who punch in and punch out, who meet the expectation, and nothing more. This disengaged portion of the workforce are merely satisfied employees; satisfied with status quo. However they are not engaged in their work or the goals of the organiza-tion. On the other end of the spectrum are the engaged employees. Engaged employees have an emotional connection to their orga-nization and are committed to the work to be done. “An engaged employee is someone who feels like they have ownership in what’s being done.” (Selvam, 2012) Ownership is a powerful word and should be the goal of all leaders and for their staff. Engaged employ-ees own their work and even bigger than

that, they take ownership for what the entire organization is accomplishing.

In healthcare, an engaged workforce is essential. Patient safety depends upon it. Pa-tient safety encompasses the full spectrum of healthcare, from accurate registrations which prevent documentation and billing errors, to protecting confidentiality, provid-ing safe testing, successful procedures and accurate dispensing of medicine. Take these critical elements of healthcare and add a disengaged workforce and critical errors are likely to happen.

Just as important as engaged employ-ees, are motivated employees. Motivated employees have a desire to go above and beyond, exceed expectations not only of their managers but also of their custom-ers. “Motivation is that internal drive that causes an individual to decide take action to.” (Heathfield) Motivated employees are proactive and tend to be innovators. They see opportunities for improvement and have a desire to act upon it. This is key for leader-ship, who depend on front end staff to be their eyes and ears for the organization.

Many factors play a part in employee motivation. There are internal factors such as work environment, coworker relations, compensation, accolades and support in professional development. These are ele-ments which the employee is able to influ-ence. There are also external factors such as financial circumstances and family situa-tions. “An individual’s motivation is influ-enced by biological, intellectual, social and emotional factors. As such, motivation is a complex, not easily defined, intrinsic driv-ing force that can also be influenced by ex-ternal factors.” (Heathfield) Motivational

factors are different for each individual, making them challenging to influence suc-cessfully throughout the entire workforce. As challenging as they may be, it is essential for leadership to acknowledge motivational factors and work to meet them.

Challenges faced by today’s healthcare leaders include organizational restructur-ing and constantly changing regulations. So how do organizations create an engaged and motivated workforce? In an effort to gain an edge in the industry, healthcare organiza-tions have dedicated a significant amount of resources to staff trainings, consultants, motivational programs, and more. Like the business sector, healthcare is a competitive market, and with the challenges of com-peting for business with other healthcare organizations and meeting the increasingly difficult benchmarks for accreditation, it is essential for organizations to invest in en-gaged and motivated employees. These two elements make a significant impact on the overall success of the organization.

There are a growing number of organi-zations investing in coaching or role playing classes which assist in building engagement in employees by building up their confi-dence in self-sufficiency, initiative, and de-cision making. Drama based interventions such as role playing are common. This type of coaching instills a mindset in employees of the customer service or patient care de-sired. Additionally they help with critical thinking and decision making skills through roll playing.

Many organizations create internal processes to increase employee motivation and engagement. Developing programs


Essentials for Success

Employee Engagement & Motivation:

Summer 2015 33

which recognize employees such as peer to peer recognition, employee of the month, or longevity recognition are some ways the organizations strive to motivate employees. One factor in employee motivation is salary. In today’s economy however, raises are be-coming a thing of the past, especially based on merit. However monetary recognition is important due to being a strong motivator. Employees are additionally motivated by recognition of good works. Programs which acknowledge individuals going above and beyond and excelling in customer service or patient care should also be developed by or-ganizations. These programs help motivate employees to exceed the norm.

Ensuring employees are supported so they can participate in committees, profes-sional development and continued training and education create engaged employees. Leadership must ensure they maintain a wide focus of their organization and encourage

staff growth. Without this, employees will have no room for growth and development.

Organizations are also investing in programs designed to redirect the entire or-ganization into an engaged and motivated workforce, with teamwork and efficiency as the common themes. Some programs work to change organizational culture. They get employees thinking outside of their norm and looking at interactions and attitudes differently. Although these programs may not directly teach motivation and engage-ment, they assist in building it.

Outside of established programs and training sessions to create engaged employ-ees, is development through leadership. There are ways that healthcare leaders can assist in developing an engaged workforce without utilizing financial resources. Dur-ing times of great change, such as right-siz-ing and organizational restructuring which many healthcare organizations have seen in the last few years, many organizations turned to their personnel to review tasks

and processes and make decisions on how to do more with less. This type of restructuring delegated to employees assists in empower-ing and engaging staff in the outcome. Staff who are included in changes and have a say in process development are likely to be en-gaged in the outcome. Healthcare leaders can daily engage staff by empowering them to make decisions and be involved in process development.

Building up a motivated and engaged workforce is essential for your organization’s success, however it has many challenges. There are a wide variety of factors which impact engaged employees. Aon Hewett defines employee engagement as “psycho-logical state and behavioral outcomes that lead to better performance” (2014 Trends in Global Employee Engagement, 2014). By definition an engaged employee is “One who is fully absorbed by and enthusiastic about their work and so takes positive action to further the organization’s reputation and




interests.” (Employee Engagement). Tied into both of these definitions is also moti-vation. Part of being an engaged employee is holding onto and being empowered by what motivates you. A review done by The Conference Board found that certain factors must be present in order to grow employee engagement. From the employee perspective they include viewing the job as important, getting feedback, mental stimulation, and impact on the organizations bottom line, opportunity for growth, open communica-tion and decision making empowerment. (Edwin C. Leonard, 2013) This is where the challenge for organizations comes into play as these factors are unique to each employee. The goal is to engage employees and align their motivations with the organization’s. Leadership must work to engage employ-ees in the work by educating them on the importance of each individual role to the organization. In healthcare, the motivation is the patients and the care that is provided to them. Our goal as leaders is to coach em-ployees with this motivation as the driver in engaging them in their work.

Quantum Workplace’s 2014 Employee Engagement Trends Report stated that in organizations where profit increased, 70.3 percent of employees were engaged. This compared to the 62.4 percent engagement in organizations where there was a profit decrease. This reflects the very important impact engaged employees have on the overall success of the organization. Engaged employees in the healthcare industry have a significant impact on the bottom line and more importantly, on patient care. Gallop found that engagement related directly to medical errors. In a review of this study, R. Blizzard stated “Using standardized mortal-ity and complication indexes, Gallup stud-ied outcomes at more than 200 hospitals

using staffing and other variables, including the level of nurse engagement. A regres-sion analysis of the relationships in the data identified nurse engagement as a key fac-tor.” (2005). Disengaged clinicians are more likely to make mistakes during patient care because they are not acting consistently with the patient as their focus. Engaged clinicians are more likely to speak up when they see an error occurring. They are empowered and confident and therefore take action to prevent errors. A Washington Monthly ar-ticle delving into the alarming rate of medi-cal errors stated “In 2000, another estimate published in the Journal of the American Medical Association, which included fa-talities resulting from unnecessary surgery, hospital-acquired infections, and other in-stances of harmful medical practice, put the total annual death toll at 250,000. By that figure, contact with the U.S. healthcare system was the third leading cause of death in the United States, just behind all heart disease and all cancer.” That is an all too real fact in medical errors and it overwhelmingly relates back to engaged medical staff. Clini-cians who take ownership of their work and put patient care as their top motivation are less likely to make errors.

In healthcare, it is important to reduce errors within the revenue cycle. Errors in coding and billing cost organizations and insurance companies billions. In 2010 the Office of Inspector General released a re-port after studying Medicare Part B claims for E/M services finding that overall incor-rect or insufficiently coded claims resulted in $6.7 billing improper payments. (Mc-Donald and Hopkins, 2014) A top priority for any director within the revenue cycle is reducing errors and increasing clean claims. Clean claims help with the bottom line and are increased when engaged personnel are in your front line of the revenue cycle.

Hiring right is the first level of ensuring motivated and engaged personnel. Looking at applicants with a history of longevity, in-terviewing for decision making and critical thinking skills, as well as overall passion and knowledge for the desired career are first steps to hiring employees who are already engaged in their field. Continued educa-tion, certification and support are necessary to ensure employees maintain the momen-tum of engagement throughout their career. Leaders must create an atmosphere of open communication and empowerment. Simon Sinek in “Leaders Eat Last” stated leaders “set out to change the conditions in which their employees operate. To create cultures that inspire people to give all they have to give simply because they love where they work.” Leadership setting the example and demonstrating they care about the environ-ment that their employees work in is the key. Sinek additionally states “Professional competence is not enough to be a good leader; good leaders must truly care about those entrusted to their care.” Allowing em-ployees to give feedback, make suggestions, and ask questions are essential. Ultimately, it is leadership who sets the tone for employ-ee engagement and who supports cultural changes throughout their organization.

Staff must be educated on how their role impacts the organization. From food services staff to registration, housekeeping to physicians, each role is essential to the overall success of the organization. Staff who understand this are more likely to be engaged in their work and empowered to make decisions and give suggestions. This is a continuous process which daily need ev-ery leader’s full attention in order for overall success of the organization. n

Ms. Nile can be reached at 207.779.2416 and [email protected]

REFERENCES(n.d.). Retrieved 2014, from Quantumn Work-

place: http://www.quantumworkplace.com2014 Trends in Global Employee Engagement.

(2014). Retrieved November 30, 2014, from AON: http://http://www.aon.com/attachments/human-capital-consulting/2014-trends-in-global-employee-engagement-report.pdf

Allen, M. (2011). First Do No Harm. The Wash-ington Monthly .

Edwin C. Leonard, J. (2013). Supervision Con-cepts and Practices of Management. Erin Joyner.

Employee Engagement. (n.d.). Retrieved 2014, from Wikipedia: http://en.wikipedia.org/wiki/Employee_engagement

Heathfield, S. M. (n.d.). Retrieved December 2014, from About.com: http://humanresourc-es.about.com/od/glossarye/g/employee-moti-vation.htm

McDonald and Hopkins. (2014, June). Retrieved December 2014, from http://www.mcdonald-hopkins.com/alerts/healthcare-em-billing-er-rors-cost-medicare-billions

Selvam, A. (2012). Engaged employees called key. Modern Healthcare .

Sinek, S. (2014). Leaders Eat Last. London: the Penguin Group.


Summer 2015 35

By: John CookChief Client Officer, PRC, Inc.

and member of the Carolina chapter

This year, I will proudly celebrate 35 years in healthcare. As a director in a

hospital for 22 of those years, I quickly re-alized the need to be coached, guided and mentored by people I respected. These were the folks who were my role models. They taught me to continually take an inventory of what is most important, what I need to let go of and what I need to be about in my career and personal life. These questions keep me fresh and vibrant for the good years ahead. These are the questions I ask myself, at least twice a year.

What will stand out? What makes me shine like a star? What are others seeing? Am I truly leading, accessible and setting an example? Are people affirmed and encour-aged in my leadership? Is the environment charged with meaning, purpose, and under-

standing?What day(s) will be my focus days?

Focus on a particular project. Prioritize as needed. What is the one thing that has top priority on this focus day? Understand that it may take more than one focus day to com-plete, but attempt to stay in the pattern un-til completed. It is a good idea to schedule focus days to keep any other matter from crowding the schedule.

What day(s) will be my free days? This is not a personal leave day, although I en-courage taking advantage of paid time off. It has a way of restoring us. These are days that I am off the grid. This time should be spent on reaching, rounding, and catching up.

What is my vision? Write down your vision with 5 action items that will make it happen. Tweak your vision as needed. Re-visioning at times, must take place.

Who are the people I am closely linked with? These are the people you can be hon-est and open with. It should be people that affirm and build you up. Who do I surround myself with?

Where do I need to disconnect and build boundaries? Certain matters are no longer important and become a drain on us physically and emotionally. Where and when do I need to say no?

What one thing could I do, today, to break through to the next level? Each day is surrounded with possibility and opportu-nity. Take advantage of those opportunities that lead to what I call the “breakthrough transformation.”

What am I allowing others to tell me about myself? This is two sided, good and bad. Take and act upon the positive rein-forcement. Make changes as needed. Never allow anyone the opportunity to determine who you are or who you are not.

One final question sums it all up and should be regularly asked and answered, where do I cast my net? n Mr. Cook can be reached at [email protected]

Coached, a Look at the Valuable Questions on

Working and Livingthat I Continue to Answer


By Joe Mull, M.EdPresident, Ally Training & Development

Browse Twitter, LinkedIn, or your favorite professional blog on any given day and

you will encounter a barrage of advice on how to lead more effectively. Just this month the following headlines blared from my Linke-dIn newsfeed: Become a Coach to Maximize the Performance of Your Team; Nurture a Mentoring Culture to bring out the Best in People; Continuous Feedback is Key to Em-ployee Engagement. Clearly there is a need for leaders to work one on one with employ-ees to maximize their engagement on the job. Understanding the differences between feedback, coaching, and mentoring can help you and your team members find more suc-cess on a daily basis. Here’s a quick rundown on where, when and how to use each of these approaches:

Feedback Simply put, feedback is telling. It is de-

scribing workplace performance to affirm or amend behaviors. If an employee is falling short or making errors, a feedback conver-sation is warranted. Feedback often sounds like this: “When you interacted with that patient at the front desk you neglected to go over the intake form with her. Please make sure this happens every time.” Feedback should be specific, concise, and objective.

While feedback is important because it corrects performance, it is also the primary way leaders reinforce desired behaviors. Posi-tive feedback that explicitly acknowledges the contributions of others should be shared frequently, for example, “I notice you always

help our elderly patients put their coats on before they leave. That’s such a powerful gesture. Thank you.” Giving behavior based, objective feedback in a way that preserves dignity while simultaneously improving per-formance is a learned skill. It takes practice.

When is feedback appropriate?Feedback should be ongoing. However,

feedback should occur within 24 hours of the occurrence of an error, the appearance of a performance issue, or when a notable contribution has been made.

Why feedback matters: Leaders who can’t or don’t have feed-

back conversations leave themselves and others stuck in mediocrity.

CoachingIf feedback is telling, then coaching is

the opposite. Coaching is asking. The ulti-mate goal of coaching is self-actualization. Good coaches ask the right questions, in the right order, to prompt reflection, recognize assumptions, and identify a reasoned ac-tion. The coach’s job is not giving answers or advice. It is helping employees discover op-tions and answers based on what they know and have experienced.

Open-ended questions facilitate this process. “What options do you see?” is a ba-sic coaching question, one that compels em-ployees to examine what they think, know, and want. Furthermore, it invites contribu-tion and assigns value to the opinion, expe-rience, and knowledge of the person being asked, which are the key components of em-ployee engagement.

When is coaching appropriate? Use coaching when you believe the

employee has the ideas and/or the answers, their development is as important as the task, when the employee needs to take re-sponsibility for what they are doing, or if the employee keeps showing up for the same things.

Why coaching matters: Developing employees means expanding the breadth and scope of each employee’s knowledge and skills. Coaching facilitates that growth.

MentoringMentoring is a different approach al-

together. Mentoring provides the chance for lesser experienced professionals to devel-op a relationship with established or senior leaders in the same organization, profession, or region. It can take the form of an experi-enced employee assigned as a guide to a new hire. It may occur when an employee wishes to emulate the career path or abilities of an-other professional and asks to connect with them for that purpose.

When a mentoring relationship is work-ing properly the mentee is gaining guid-ance, perspective, and knowledge from a trusted and capable advisor. The mentor is enjoying the opportunity to challenge, nur-ture, and develop another person, sharing their wisdom along the way. Interestingly, a mentor may coach, but a coach is not a mentor. Also, a mentor is typically someone that does not have oversight responsibility for workplace performance. Some bosses end up as mentors, but it’s not the same job description.

36. Feedback vs. Coaching vs. Mentoring: What’s the Difference?By Joe Mull, M.Ed, President

Feedback vs. Coaching vs. Mentoring:

What’s theDifference?


Summer 2015 37

When is mentoring appropriate? Mentoring is an important component

of onboarding, succession planning, leader-ship and career development.

Why mentoring matters: Mentoring is a powerful way for employ-

ees to access knowledge, advice, and support.Feedback, coaching, and mentoring

are all important tools in the leader toolkit. What I’ve written here is by no means meant to be comprehensive, so pursue additional resources on these topics to develop your

own skills, and encourage your organiza-tions to invest in training and development in these areas to enhance the performance of people and teams. n

Mr. Mull can be reached at 412.977.9928 and [email protected]



Lakers and Taxi Magic. Lawyers often ask friends and family members to download apps so they can sue companies, or hire staff to log calls in order to file lawsuits.

The TCPA has strayed beyond its origi-nal purpose. We could establish a safe har-bor for carriers to block spoofed calls, step up enforcement actions, or close legal loop-holes to prevent lawsuit abuse. Instead of focusing on illegal telemarketing, the order is twisting the TCPA to target useful com-munications from legitimate businesses to customers. This order will make TCPA abuse easier, helping trial lawyers.

The order dramatically expands the TCPA’s reach; each smartphone, tablet, etc. will now be included. An individual who makes a smartphone call or text to another individual could face a TCPA lawsuit! This opens the floodgates to TCPA litigation against good faith actors. The strict liabil-ity standard for reassigned numbers will just help trial lawyers; he cited the Rubio’s Res-taurant case. The order will make it harder to enforce prohibitions on illegal advertis-ing. The prison phone industry gets a special carve out, allowing for more robocalls. The FCC should not condone new robocalls ex-cept for truly exigent circumstances.

I support applying the TCPA to text messages, allowing consumers to revoke consent, etc. I support the decision in the order not to enact TCPA liability for app makers. How can retailers comply with the requirement that consumers can revoke consent orally in stores? Will cashiers need to be trained in TCPA law? This order will make consumers worse off.

FCC Commissioner O’Rielly stated this process has brought out a new low in politics and policy-making. We have been “deceived” to produce “one of the most slanted documents I’ve ever seen.” I will no longer trust certain people in leadership positions at the FCC. This order penalizes businesses acting in good faith using mod-ern technologies. I do not condone abu-sive calling practices, but the balance of the TCPA has been turned on its head through litigation and previous FCC decisions.

There were over 2,000 TCPA class actions last year. The current state of affairs does not protect consumers but in fact contra-venes Congress’ intent that consumers may receive calls they consented to receive. Con-sumers may not get tweets they want, alerts from schools, flight delay alerts, etc. There’s evidence in the record of benefits from in-formational calls, timely and relevant calls and texts are supported by consumers.

This order paints companies as bad actors even when they are acting in good faith. The FCC is selecting which calls and texts it things consumers should receive. I’m not sure this is workable. This decision will make it harder for consumers to get infor-mation they want and need, and discourage companies from offering services that the consumers want. I disagree that the TCPA covers text messages; the FCC should have gone back to Congress. The definition of ATDS is being expanded far beyond what Congress intended. Non de minims hu-man intervention should prevent something from being an Automatic Telephone Dial-ing System (ATDS). The FCC is drawing improper distinction between types of apps.

Companies acting in good faith are exposed to liability due to the reassigned number issue. The “one free pass” is “fake relief ” for companies. In fact, this may be a new way for consumers acting in bad faith to trap companies; the consumer could not inform the caller that the number was reas-signed, thereby creating liability for future calls. Moreover, the item does not offer re-lief or safe harbor for companies that check a reassigned number database.

The FCC rejected reasonable options, such as interpreting “called party” to mean “intended recipient,” a common sense ap-proach. The statute also applies common law tort principles, instead of the TCPA, to create the right to revoke consent. The order gives limited relief in the healthcare and fi-nancial contexts; I support this but the FCC should have gone farther. I am incredibly disappointed in the outcome today; it will lead to more litigation and burdens on le-gitimate businesses. I dissent in part and approve in part.

FCC Chairman Wheeler stated robo-

calls are the top FCC complaint from con-sumers. This is a bipartisan issue; 39 state attorneys general wrote to us urging action like this. Technology has outpaced the im-plementation of the TCPA. When the act was passed, live people made cold calls, now; those calls are made by machines, resulting in an explosion of calls. The wording of our rules has been exploited to claim a loophole for automated equipment (software substa-tion for hardware, or not using a list). Today, we’re doing what Congress gave us the au-thority to do, keep enforcement up-to-date with technology. The loophole is now closed!

There are appropriate uses for tech-nology (when consent is given) or exemp-tions (package notifications when you didn’t know you were getting a package, fraud alerts, etc.). But these should not be a smokescreen to opening the door to unwanted calls. You cannot be called un-less you consent, the consumer should be in control! “Phone companies, please start letting consumers request to have robocalls blocked!” The new user of a reassigned num-ber shouldn’t have to put up with calls for the former user. One person got more than 27,000 unsolicited texts, over 17 months, despite repeated requests to stop. That stops today. If there’s a problem regarding class ac-tion lawsuits, Congress should resolve the problem. Congress explicitly gave consum-ers a private right of action.

Congress unambiguously told us to shutdown unwanted calls and keep up with technology, so did the American people. The message is clear, no unauthorized auto-mated calls. “Stop it and stop it today!”

As you can see from the FCC Com-missioner’s own comments, this battle is far from over. AAHAM continues to push forward with its plans to seek common-sense changes to the TCPA. We never said it would be easy and it hasn’t been, but it is an issue we have been seeing the needle move in the right direction. We still have a long way to go to get the changes we want and need, but we will get there.

Keep up the fight! n

Mr. Miller can be reached [email protected]


CRCS–I - Certified Revenue Cycle Specialist – Institutional

CRCS–P - Certified Revenue Cycle Specialist – Professional

AAHAM certifications can give you a powerful competitive advantage with employers. Certifications demonstrate that you have mastered the common body of knowledge for your profession. AAHAM Study Manuals will help assist you in preparing for AAHAM certification programs. These manuals are the gateway to studying for and passing these exams. The manuals include review questions and study tips.

Log on to www.aaham.org for more information and to order your Exam Study Manual today!


from the desk of the certification director

Maria LeDoux, CAE

2015 AAHAM Certification Calendar

August 10-21, 2015 Certification exam period

September 1, 2015 Registration deadline for November 2015 exams

November 9-20, 2015 Certification exam period

December 1, 2015 Registration deadline for February 2016 exams

AAHAM would like to congratulate those who earned their CRCE designation in May. Congratulations to all of them:

Carolina #04 Barbara Carroll, CRCE-I

Chennai #49 Ashique CT, CRCE-P Hari Krishnan, CRCE-I We also want to congratulate those who earned their CRCP designation in May, Congratulations to all of them:

Florida Sunshine #03Sashah Damier, CRCP-IRick Sloan, CRCP-ITara Williams, CRCP-P

Gopher #06Julie Burmeister, CRCP-I

Inland Empire #10Patricia Foland, CRCP-PColleen Wentz, CRCP-I

Keystone #11 Eric Baines, CRCP-P Catherine James, CRCP-I

Maryland #13 Carolyn Bessette, CRCP-I Tiffany Giles, CRCP-I Deanna Swaim, CRCP-P

Pinetree #22 Kimberly Bowden, CRCP-PJennifer Corneil, CRCP-I

Elizabeth Donley, CRCP-PBecki Ellis, CRCP-IWhitney Hunt, CRCP-IPaula Page, CRCP-I

Rushmore #23 Pamela Apland, CRCP-I

Virginia #27Donna DarConte, CRCP-IBelinda Schultz, CRCP-ILisa Tantillo, CRCP-I

Mid York #31 Robert Gallagher, CRCP-I

Bluebonnet #40 Shelley Tijerina, CRCP-I

Music City #53 Walter Milton, CRCP-I

Congratulations to those who earned their CRIP designation in May 2015. Congratulations to all of them:

Florida Sunshine #03 Stephanie Beach, CRIP

Inland Empire #10 Rosie Hartmann, CRIP Jessica Sublette, CRIP

Western Region #26 Eva Samples, CRIP

Virginia #27Charlotte Brooks, CRIP

CRCE, CRCP, CRIP, CRCS and CCTContinuing Education Units

Summer 2015 41

from the desk of the certification director

AAHAM certification lets you discover your passion and invest in your future. AA-HAM certification helps make you a recog-nized expert and leader in the field, and a valuable asset to your employer, clients and organization. It shows your commitment to your profession and sets you apart from your colleagues, demonstrating your high level of knowledge and skills. “Tell me and I forget. Teach me and I remember. Involve me and I learn.” Benjamin Franklin

Continuing Education UnitsCRCP and CRIP continuing education

units (CEUs) now run on a 2 cycle, from the date it was earned. Anyone who earned the CRCP in 2014 will be due to recerti-fy 2 years from their earned date in 2016. They will need to earn and report the full 30 CEUs (at least 15 from AAHAM related events) for their 2 year cycle. Please remem-ber, all CEUs need to be reported by using the correct CEU reporting form, available as a PDF, on the recertification page of the AAHAM website.

CRCE CEUsWe are now about 3/4 through

this CEU reporting period (1/1/2014-12/31/2015), please check your CEU sta-tus and be sure to earn the required CEUs and report them to the National office by 1/31/2016. Verify all of your eligible edu-cation time has been submitted to the Na-tional office. Check your online activity to make certain you have received credit for all qualified education hours.

Here is a chart, to show you how many CEUs you need to report:

AAHAM CRCE Recertification CEU Requirements CEU Reporting Period 1/1/2014-12/31/2015

CRCE Certification Earned Number of CEUs required

Prior to January 1, 2014 40 CEUs (at least 20 must be from AAHAM Sponsored Events)

February, May August 2014 40 CEUs (at least 20 must be from AAHAM Sponsored Events)

November 2014, February 2015 20 CEUs (at least 10 must be from AAHAM Sponsored Events)

All CEUs must be reported to the national office by 1/31/2016

CRCP CEUsCRCP members are required to earn

30 CEUs during their 2 period (15 of those must come from AAHAM sponsored events) and maintain national membership in order to keep their certification. Verify all of your eligible education time has been submitted to the National office. Check your online activity to make certain you have received credit for all qualified education hours.

CRCS and CCT CEUsCRCS examinees can maintain their

certification with CEUs by joining as a na-tional member of AAHAM or retest every 3 years. National members are required to earn 30 CEUs in the 3 year period (15 of those must come from AAHAM sponsored events) and maintain national member-ship. Verify all of your eligible education time has been submitted to the National office. Check your online activity to make certain you have received credit for all quali-

fied education hours. The recertification contact at National

AAHAM is Amanda Leibert, Certification Manager [email protected]. You can download a CEU reporting form from the AAHAM website. Submit your CEUs by mailing the completed form to:AAHAM CEUsAmanda Leibert, Certification Manager11240 Waples Mill Road Suite 200Fairfax, VA 22030


executive certification corner

Are you ever frustrated by the number of federal regulations and confused by

what they all mean? Well, stay tuned be-cause AAHAM has a solution for you!

Become a Certified Revenue Cycle Ex-ecutive (CRCE). You may be wondering how this can help alleviate your frustration and confusion. Allow me to demonstrate…

What do the following words have in common?1996SecurityHealthcareTreatment, Payment, and Operations

No, the answer is not work! These words all describe the Health Insurance Por-

tability and Accountability Act (HIPAA).After studying for and passing the

CRCE exam you will not only be able to answer this question, but you will be able to explain the HIPAA Privacy and Security laws and understand how they impact your day-to-day job functions.

In addition to HIPAA, you will know that the Anti-patient dumping law is the same as the Emergency Medical Treatment and Labor Act (EMTALA). You will know that unintentionally submitting a false claim may still be considered fraud. You will know that providing free or discounted services to a physician who refers patients to the hospi-tal is prohibited not only by the Anti-Kick-

back Statute, but also by the False Claims Act. You will be able to explain what clas-sifies as harassment in regards to the collec-tion of debts.

You can have all this knowledge and more just by studying for the CRCE exam. Achieving this certification may also give you an edge over your peers when you are up for a promotion or new job assignment.

AAHAM volunteers spend numerous hours ensuring the certification materials and exams stay current with the ever-chang-ing healthcare environment and all because we believe in its benefit to both you and your employer. Join the elite group of indi-viduals that call themselves CRCE’s. n

By Erin Selin, CRCE-I ,CCT

AAHAM Certified Revenue Cycle Executive (CRCE)

specialist certification corner

The AAHAM CRCS committee has just completed the annual CCT study

manual review and test question updates. Exciting new content has been added to the manual and it is a great reference tool as well as a study tool. I strongly encourage you to order a study manual to keep as a useful handbook for your office.

The AAHAM Certification Commit-tees (CRCE, CRCP and CRCS) have been working together to bring you monthly in-

formational blogs related to the benefits of certification from the certified member’s viewpoint. We hope you have enjoyed read-ing them.

To all current and future certification coaches, there is a very large database of questions for the exams. We try to ensure the questions are appropriate and as up to date as possible with current laws, proce-dures, etc. I’ve heard from a few members who have made suggestions on manual and

test content. I encourage you to continue to give us your input. We try to investigate each suggestion and make necessary changes to the tests and manuals and thank you for your useful feedback.

The entire AAHAM CRCS Committee hopes to see you at the ANI in Orlando. As always, if you have questions about CRCS or CCT certifications, let us know. Enjoy the rest of your summer, n

By Doris Dickey, CRCE-I

Summer 2015 43

professional certification corner

Brenda Chambers, CRCE-I,PTechnical Certification Chair

As summer heats up, so does AAHAM certification. Starting this month

through August, the Professional Certifi-cation Committee will be presenting the CRCP Webinar series to assist individuals interested in preparing for the AAHAM CRCP exam as well as brushing up on your skills. While we won’t divulge actual test questions, we do share hints and tidbits will be helpful in successfully passing, learning about the certification material and what to expect on the exam.

The CRCP committee next big task is to tackle is updating the CRCP and CRIP manuals. This takes place in a twostep pro-cess. The first step is updating the manu-als. You may think updating the manuals

is easy to do but I can assure you, a lot of time consuming research goes into ensuring the information in the manual is updated and current. The second step of the process is reviewing, deleting and creating new test questions. When you consider that each exam has 250 questions, that is a lot of ma-terial to review!

Certification is not just about the vari-ous levels of skill sets. It is about all of the Certification Chairs working together with their committees to show the members why certification is important and how to get ex-cited about taking the exam and encourag-ing others to do the same. One way we are accomplishing this is via the monthly certifi-cation blogs on the National website, Linke-

dIn and Facebook. Each month we are hav-ing a certification committee member from all levels of certification, post a message on the certification blog. This information is useful, interesting and exciting to read as others share their certification suggestions and thoughts. I hope you are finding the blogs to be enjoyable.

If certification excites you and you would like to get more involved, I encour-age you to reach out to your local AAHAM chapter and volunteer to assist them on their certification committee. If you have trouble locating your local chapter, reach out to me or the National Office and we will be glad to assist you. n

Amy Mitchell, CRCE-I, National Treasurer and member of the Mountain West chapter received her Masters of Health Administration (MHA) from Ohio University. Way to go Amy!

Ronald Walker, CRCS-I, CRCP-I, member of the Western Region chapter has taken a new position with The Shared Services Center-Tucson as Collections Manager. Congratulations Ronald!

James Whicker, CRCE-I, member of the Western Region chapter is now Program Director with the consulting firm Cognosante. Con-gratulations Jim! n

Movers & Shakers

Certified Revenue Cycle Professional (CRCP) Certification


from the desk of the membership director

Welcome New Members

Moayad ZahralddinAAHAM

Membership Director

Aksarben ChapterTricia SchnackerSara Van Drew

Referred By: John Currier, CRCE-I

Carolina ChapterMerinda Bryant

Roach,CRCS-I -Referred By: Lisa Johnson

Shirley Curry,CRCS-I Laura Hayworth,CRCS-I

Referred By: Lisa JohnsonDorothy Lynch,CRCS-I

Referred By: Lisa JohnsonDeana Mandigo

Referred By: Laurie Shoaf, CRCE-ITabatha Mullis LaTrista Norwood,CRCS-I

Referred By: Lisa JohnsonTina Riffle,CRCS-I

Referred By: Lisa Johnson

Racheal Watson Kebie Whitehead,CRCS-I Ge Yang

Chennai Chapter Salman Buhary, CRCS-P Sampath Kumar Dhanasekar, CRCS-P Sudhan Duraisamy, CRCS-P Saravanan E, CRCS-P Vinoth J S. Jeyakumar, CRCS-P Suju Kumar, CRCS-P Chintankumar A. Patel, CRCS-P Dollareen Peters, CRCS-P Dulkarine Sikkandar S, CRCS-P N.S. Sugumar, CRCS-P Rajakumar Vazhaipandal Balakumar, CRCS-P

Evergreen Chapter Brent Lampe

Florida Sunshine Chapter Julie Broxton

Referred By: Sharon DilmoreHattie CampbellDwight Tillman Cynthia Chalmers

Referred By: Linda SayreRebecca Clark Nicole Cummings, CRCS-I Christina Davis

Referred By: Dwight TillmanLaura Dieujuste Amber Gelske

Referred By: Karen Kennedy, CRCE-IGina Land

Referred By: Linda SayreJackie Mayo

Referred By: Sharon DilmoreContinued on page 45

Networking with your peers and colleagues is one of the biggest benefits AAHAM membership offers you. This active and involved network of other professionals

offers you a resource you can’t find anywhere else. AAHAM is the only national organiza-tion dedicated to the revenue cycle, both management and the front line staff. If you are looking for an edge in your career path, either in a job search or moving up the ladder in your current position, certification is the way to go.

Don’t forget! This year Patient Account Management Week (PAM Week) will be held October 18-25. Our theme this year is “You Make a World of Difference”. PAM Week is your opportunity to promote your field through your hospitals and offices to honor your colleagues in patient financial services and bring awareness to the profession. Products to promote and support PAM Day are available in our online store. Be sure to check the AAHAM website for more information. It’s never too early to start recognizing your patient account management staff!

Please continue to build your valuable relationships with other healthcare profes-sionals as you gain essential knowledge. Continuing you membership in AAHAM is an investment in your professional career and personal growth.

Thank you for letting me serve all of you, and I hope to see you all in Orlando for the ANI!

Summer 2015 45

Amanda McDanielReferred By: Karen Kennedy, CRCE-I

Victoria MosesReferred By: Sharon Dilmore

Cindy OtteCandi Power Karen RaymondCarol Plato, CRCE-I Nicholas Rogers Beth St.Louis Krystle Walker, CRCS-I Alexander Wemyss

Referred By: Dwight TillmanPatricia Wikle Megan Wilkinson

Referred By: Karen Kennedy, CRCE-I

Georgia Chapter Delilah Allison Lisa Cooper Bob Sortino Sandy Williams, CRCS-I

Gopher Chapter Jude Currier Julie Eliasen

Hawkeye Chapter Christina BennettCarrie Kuennen Blair Boynton Brian Gapp Rachel Klukow LeeAnn Mahnke Pamela Moore, CRCS-IConnie Dudding

Hawthorn Chapter Sheila Bixler Elizabeth Erickson Natalie Westhoff, CRCS-I

Illinois Chapter Elizabeth CarruthersDoris Dickey Shellie Zuroske

Referred By: Nicole Fountain, CRCE-I

Inland Empire Chapter Allison Booth, CRCS-I, P, CCT Kara Shephard, CRCS-I, P Carolyn Spoelstra, CRCS-I Jana Symonds Nora Villa

Keystone Chapter Michelle L. Brooks Davida Obrien, CRCS-I

Maryland Chapter Fannice Beckett

Referred By: Melinda Harvey, CRCE-IJennifer Guadron Christine Houghton, CRCS-I Mary Louise Howe Kathryn Knitter Kim McLean, CRCS-I Shaggy Nazemian Stacy Reynolds, CRCS-I Kay Sprayberry, CRCS-I Ketty Taboada

Referred By: William Schaffner, CRCE-IDawn Vreeland,CRCS-I Michigan Chapter Katie Guffy,CRCS-I

Referred By: Luke Meert, CRCP-IBriana Jacob Rachele LaFortune, CRCS-I, P

Mid- York Chapter Gina Cancilla Joycee Jacob Ellen Marche Sandy Nettles

Music City Chapter Daniel McCollum

Philadelphia Chapter Robin Brown-Stovall Kasandrah Garnes Carol Johnson

Pine Tree Chapter Lisa Pucci

Rocky Mountain Chapter Heather Archuleta

Michael Green,CRCS-IReferred By: Bill Blevins

Janice McDonald Tracy Moore Crystal Morris Bernice Resendiz Kristin Ward Sally Williams

Rushmore Chapter Janet Jenisch

Referred By: Sandra Lockwood

Texas Bluebonnet Chapter Rebecca Hood Margaret Moore Aisha Wachira Paula Williams

Twin States Chapter Tanya Morin

Referred By: Stephanie Martell, CRCP-IDennis Scott

Virginia Chapter Stephanie Agar, CRCS-I Wendy Cook Lori-Ann Davy Urmeet Hunjan Christine Lang Donna McHugh, CRCS-I Charvette Royal

Western Region Chapter Erika Huerta, CRCS-I Dorian Kendall Sharon Montgomery Cheryl Pearman

Western Reserve Chapter Leanne Mendoza

Wisconsin Chapter Anna Hilfer

States Without a Chapter Vicky Fitzgerald, CCS-P Paulette Westrup


AAHAM Providing Excellence in the Business of Healthcare

Certification, Compliance, Leadership Development, Networking, Advocacy

AAHAM… Providing Excellence in the Business of HealthcareCertification • Compliance • Leadership Development • Networking • AdvocacyCutting Edge Training + Nationally Recognized Certification = Improved Performance

Application For National Membership

Name: ___________________________________________________ Title: ___________________________________________________

Employer/Organization Name: ________________________________________________________________________________________

Primary Address: _______________________________________ City: _______________________ State: __________ Zip: ____________

Phone: _____________________________ Fax: _____________________________ Local Chapter: _______________________________

E-mail Address: ______________________________ Website: _____________________________________________________________

Home Address: ___________________________ City: ______________ State: _____ Zip: _______ Home Phone: ____________________

How did you hear about AAHAM? o Colleague o Publication o Website o LinkedIn o Facebook

If referred by AAHAM member, please give name: _________________________________________________________________________

Membership Type: o National Member o Student Member

Payment OptionsFor Credit Card Payment: o AMEX o VISA o MASTERCARD

Card Number: __________________________________________ Exp: __________

Name as it appears on card: ___________________________ CVV2 Code: _______

Signature: ____________________________________________________________

Billing Address, If Different from Above: _____________________________________

____________________________________________________________________Please allow two weeks for processing after your application is received at the na-tional office. Dues are not tax deductible as a charitable contribution, but may be as a business expense.____________________________________________________________________Please note: Membership is on an individual, not institutional, basis and is non-trans-ferable.

For Check Payment:Please make checks payable to AAHAM and send application with your payment to:

AAHAM Membership11240 Waples Mill Road, Suite 200Fairfax, VA 22030AAHAM Tax ID# 23-1899873

Your Payment Total:

National Dues: $ __________

Local Dues: $ __________

Total Enclosed: $ __________

NATIONAL MEMBERSHIP - The fee to become a National member is $190. If you join anytime between July 1st and August 31st, the dues are $150 for the rest of the current year. If you join between September 1st and December 31st, the fee is $230 for the rest of the current year and all of the following year.STUDENT MEMBERSHIP - The student membership fee is $50. If you join between July 1st and August 31st, the pro-rated dues are $35, and if you join between September 1st and December 31st, dues are $65 (for 15 months of membership). To qualify for student membership you must currently be taking 6 credit hours per semester. Student members receive all the benefits of membership with the exception of voting, eligibility for professional certification, and cannot be a proxy for a chapter president at any national board meetings.

Please Check the Appropriate Codes in Each Category Below

Years in Healthcare:o 0-5 o 6-10 o 11-20 o 21-25 o 25+

Certification:

o CRCE o CRCS o CRCP

o CCT o CRIP

o CHAM (NAHAM) o CHFP (HFMA)

o FHFMA (HFMA) o CHCS (ACA)

o Other (please list) ________________

Employer Type:o Vendor/Corporate Partner o Billing

o Collection Agency o Consulting

o Outsourcing o Software/IT

o Provider o Law Firm

o Other (please list) __________

Position:o CFO

o Consultant

o Director

o Executive Director

o Manager

o Partner, Principal, Owner

o Patient Acces Representative

o PFS Representative

o Supervisor/Coordinator

o Vice President

o Other (please list) ______________

Responsibility:o Accounting

o Administration/Operations

o Admitting/Access

o Audit

o Benefits

o Budget

o Business Development, Sales, Marketing

o Compliance

o Information Services/Technology

o Managed Care

o Medical Records

o Medicare/Medicaid

o PFS, Patient Billing & Collections

o Reimbursement

o Third Party Administration

o Other (please list) ______________

Name of Chapter Geographic Location Chapter Dues

Aksarben #01 Nebraska $0.00

Florida Sunshine #03 Florida $40.00

Carolina #04 North & South Carolina $30.00

Evergreen #05 Washington State, West of the Mountains $30.00

Gopher #06 Minnesota $40.00

Hawkeye #07 Iowa $0.00

Hawthorn #08 Missouri $45.00

Illinois #09 Illinois $25.00

Inland Empire #10 Washington State, East of the Mountains $25.00

Keystone #11 Central Pennsylvania $25.00

Maryland #13 Maryland $25.00

Mountain West #14 Utah $30.00

New Jersey #16 New Jersey $35.00

Western Reserve #18 Ohio $0.00

Northeast PA #19 North East Pennsylvania $30.00

Rocky Mountain #21 Colorado $20.00

Pine Tree #22 Maine $25.00

Rushmore #23 North & South Dakota $0.00

Western Region #26 Arizona and California $0.00

Virginia #27 Virginia $30.00

Philadelphia #29 Philadelphia, Pennsylvania $35.00

Mid-York #31 New York $30.00

Georgia #33 Georgia $30.00

Connecticut #34 Connecticut $35.00

Three Rivers #37 Pittsburgh, Pennsylvania $50.00

Texas Bluebonnet #40 Texas $50.00

Indiana #42 Indiana $25.00

Wisconsin #44 Wisconsin $25.00

Chennai #49 Chennai, India $0.00

Music City #53 Tennessee $25.00

Michigan #55 Michigan $0.00

Twin States #56 Vermont & New Hampshire $25.00

Local Chapters: AAHAM has 32 chapters throughout the US and India. Local chapters offer you more opportunities for education and networking. Please see the listing of local chapters below to help you decide which chapter you should belong to along with your National membership


September 13 National Peanut Day

October 1-7 Customer Service Week

August is Water Quality Month

did you know?By Moayad Zahralddin September 2015… Hispanic Heritage Month, International Square Dancing Month,

National Blueberry Popsicle Month, National Courtesy Month, Chicken Month, Baby Safety Month, Little League Month, Self Improvement Month2 ..........National Beheading Day3 ..........Labor Day6 ..........Fight Procrastination Day, Read a Book Day7 ..........Grandparent’s Day8 ..........International Literacy Day9 ..........Teddy Bear Day10 ........Swap Ideas Day13 ........Fortune Cookie Day, National Peanut Day, Positive Thinking Day14 ........National Pet Memorial Day -second Sunday in September16 ........Mayflower Day, National Play Doh Day, Working Parents Day18 ........National Cheeseburger Day19 ........International Talk Like A Pirate Day20 ........Oktoberfest begins21 ........International Peace Day, Miniature Golf Day, National Women’s Friendship Day22 ........Business Women’s Day, Elephant Appreciation Day28 ........Ask a Stupid Question Day, National Good Neighbor Day

October 2015… Adopt a Shelter Dog Month, Breast Cancer Awareness Month, Domestic Violence Awareness Month, National Diabetes Month, National Pizza Month, National Vegetarian Month, Sarcastic Month Weekly Celebrations… Oct 1-7 Customer Service Week, Oct 8-14 Fire Prevention Week1 ..........World Vegetarian Day5 ..........Do Something Nice Day, Oktoberfest in Germany ends, World Teacher’s Day6 ..........Mad Hatter Day, Physician Assistant Day7 ..........World Smile Day8 ..........American Touch Tag Day13 ........Columbus Day14 ........Be Bald and Free Day, National Dessert Day16 ........Bosses Day17 ........Wear Something Gaudy Day19 ........Evaluate Your Life Day21 ........Babbling Day23 ........National Mole Day25 ........Make a Difference Day26 ........Mother-In-Law Day30 ........Mischief Night31 ........Halloween, Increase Your Psychic Powers Day

November 2015… Child Safety Protection Month, National Adoption Awareness Month, National Epilepsy Month, Native American Heritage Month, Peanut Butter Lovers Month, Real Jewelry Month, National Sleep Comfort Month 1 ..........Book Lovers Day2 ..........Look for Circles Day, Deviled Egg Day3 ..........Housewife’s Day, Sandwich Day6 ..........Marooned without a Compass Day8 ..........Cook Something Bold Day, Dunce Day11 ........Veteran’s Day13 ........Sadie Hawkins Day, World Kindness Day14 ........Operating Room Nurse Day15 ........Clean Your Refrigerator Day, America Recycles Day16 ........Have a Party With Your Bear Day17 ........World Peace Day20 ........Absurdity Day, Universal Children’s Day22 ........National Adoption Day26 ........Shopping Reminder Day29 ........Square Dance Day30 ........Stay At Home Because You Are Well Day

Summer 2015 49

national calendar

the JHAM networkMovers & Shakers

Don’t forget to give us your information for the Movers & Shakers section of The Journal. This section includes job announcements (changes or promotions), birth and death

announcements, and wedding announcements. Send your “news” to Sharon Galler at [email protected]

ChaptersPlease send us notices of your upcoming events/meetings, chapter news and

photos. We would be happy to post them for you!

Address ChangesAll address changes can be emailed to Moayad Zahralddin,

[email protected] at the National Office or you can update your information yourself on-line at www.aaham.org.

October 14-16, 2015 2015 ANI, Walt Disney World Swan and Dolphin Orlando, Florida

October 5-7, 2016 2016 ANI, Caesar’s Palace Las Vegas, Nevada

October 11-13, 2017 2017 ANI, Opryland Resort Nashville, Tennessee

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