developing a winning education program for your patient access team terri lombardi, chaa corporate...

Developing A Winning Developing A Winning Education ProgramEducation Program

For Your Patient Access For Your Patient Access TeamTeam

Terri Lombardi, CHAATerri Lombardi, CHAA

Corporate Collections ManagerCorporate Collections Manager

Botsford HealthCareBotsford HealthCare

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

““Passion without education Passion without education is like gold still in a mine.”is like gold still in a mine.” - -

Benjamin FranklinBenjamin Franklin


Developing a Winning Professional Education Developing a Winning Professional Education ProgramProgram

Education CurriculumsEducation Curriculums New Employee EducationNew Employee Education Continuing Professional DevelopmentContinuing Professional Development



New Employee EducationNew Employee Education OrientationOrientation FoundationFoundation InitiationInitiation ParticipationParticipation ProbationProbation Graduation or . . . Graduation or . . . TerminationTermination



Continuing Professional DevelopmentContinuing Professional Development Web-Based UpdatesWeb-Based Updates Classroom UpdatesClassroom Updates Financial Incentives for Professional CertificationFinancial Incentives for Professional Certification


““Education gives the ability Education gives the ability to face almost anything with to face almost anything with

self-confidence.”self-confidence.”

- Robert Frost- Robert Frost


New Employee EducationNew Employee Education

New Employee EducationNew Employee Education Orientation (Day 1 – 5)Orientation (Day 1 – 5) Foundation (Day 6 – 10)Foundation (Day 6 – 10) Initiation (Day 11 – 18)Initiation (Day 11 – 18) Participation (Day 19 – 20)Participation (Day 19 – 20) Probation (Day 21 – 60)Probation (Day 21 – 60) Graduation (Day 61)Graduation (Day 61)



Orientation (Day 1 – 5)Orientation (Day 1 – 5) Day 1: Hospital – ClassroomDay 1: Hospital – Classroom Day 2: Revenue Cycle – Tours, Introductions, and ObservationDay 2: Revenue Cycle – Tours, Introductions, and Observation

On-Campus and Off-CampusOn-Campus and Off-Campus Day 3: Departments – Tours, Introductions, and ObservationDay 3: Departments – Tours, Introductions, and Observation

Patient Services Patient Services (Pre-Arrival, Admitting, and Emergency)(Pre-Arrival, Admitting, and Emergency) System Business Office System Business Office (Hospital, Clinics, Lab, Ambulance, Commons, (Hospital, Clinics, Lab, Ambulance, Commons,

Kidney Center…)Kidney Center…) Day 4 – 5: Customer Service – Classroom and ObservationDay 4 – 5: Customer Service – Classroom and Observation

Audios and VideosAudios and Videos ““Registering First Impressions”Registering First Impressions” ““Wowing Your Customers”Wowing Your Customers” ““Dealing With Those Angry and Completely Frustrating Customers”Dealing With Those Angry and Completely Frustrating Customers”

PresentationsPresentations ““Introducing to AIDET” and “Remember the Q-TIPs”Introducing to AIDET” and “Remember the Q-TIPs” ““Service Attitude – Service Action – Service Excellence”Service Attitude – Service Action – Service Excellence”

““Putting It Together” - Position ShadowingPutting It Together” - Position Shadowing



Foundation (Day 6 – 10)Foundation (Day 6 – 10) Revenue Cycle Basic Training – Revenue Cycle Basic Training – IMA’s Web UniversityIMA’s Web University

Patient Access Section SamplesPatient Access Section Samples Medicare and Medical NecessityMedicare and Medical Necessity How Registration Fits Into the Revenue CycleHow Registration Fits Into the Revenue Cycle Patient Information GatheringPatient Information Gathering Insurance GuidelinesInsurance Guidelines

Patient Accounting Section SamplesPatient Accounting Section Samples FundamentalsFundamentals BillingBilling Account MaintenanceAccount Maintenance Follow UpFollow Up Customer ServiceCustomer Service



Initiation 101 – Departments, Functions, and Processes (Day 11 – Initiation 101 – Departments, Functions, and Processes (Day 11 – 14)14) Introduction to Department Key FunctionsIntroduction to Department Key Functions

Patient ServicesPatient Services PreArrival, ED, Admitting . . .PreArrival, ED, Admitting . . .

System Business OfficeSystem Business Office Hospital, Clinics, Lab, Customer Service . . .Hospital, Clinics, Lab, Customer Service . . .

Introduction to Department Key ProcessesIntroduction to Department Key Processes Patient ServicesPatient Services

SchedulingScheduling RegistrationRegistration Financial ClearanceFinancial Clearance

Eligibility, Point-of-Service Collections . . .Eligibility, Point-of-Service Collections . . . Medicaid Application ScreeningMedicaid Application Screening

System Business OfficeSystem Business Office BillingBilling Third-Party Follow-Up, Self-Pay Follow-Up . . .Third-Party Follow-Up, Self-Pay Follow-Up . . . Remittance ProcessingRemittance Processing Bad Debt Placement, Charity Care Screening . . .Bad Debt Placement, Charity Care Screening . . .



Initiation 102 – Department Computer Applications (Day 15 - 18)Initiation 102 – Department Computer Applications (Day 15 - 18) Patient ServicesPatient Services

Scheduling (USAA)Scheduling (USAA) Registration (McKesson)Registration (McKesson) Financial Clearance (WebDENIS, NGS, Passport…)Financial Clearance (WebDENIS, NGS, Passport…) Patient Tracking (HMED)Patient Tracking (HMED)

System Business OfficeSystem Business Office Hospital (McKesson Series and McKesson Claims Administrator)Hospital (McKesson Series and McKesson Claims Administrator) Clinics (Athena)Clinics (Athena) Laboratory (SoftAR)Laboratory (SoftAR)



Participation – Specific to Deployment Area (Day 19 – 20)Participation – Specific to Deployment Area (Day 19 – 20) Job-Specific Hands-On PracticeJob-Specific Hands-On Practice

Patient Services (Scheduling, Financial Clearance, and Patient Services (Scheduling, Financial Clearance, and Registration)Registration)

System Business Office (McKesson, Athena, or SoftAR)System Business Office (McKesson, Athena, or SoftAR) Mentor AssignmentMentor Assignment Assessment for DutyAssessment for Duty



Probation (Day 21 – 60)Probation (Day 21 – 60) Weekly Quality Assessments and FeedbackWeekly Quality Assessments and Feedback Weekly Mentor Check-InsWeekly Mentor Check-Ins Weekly Assessments for DutyWeekly Assessments for Duty



Graduation (Day 61)Graduation (Day 61) Final Quality Assessments and FeedbackFinal Quality Assessments and Feedback Final Mentor EvaluationFinal Mentor Evaluation Final Assessment for EmploymentFinal Assessment for Employment


““Training is everything. Training is everything. Wine is nothing but grapesWine is nothing but grapes

with an education.”with an education.”

- Mark Twain- Mark Twain


Continuing Professional DevelopmentContinuing Professional Development

Continuing Professional DevelopmentContinuing Professional Development Web-Based UpdatesWeb-Based Updates Classroom UpdatesClassroom Updates Financial Incentives for Professional CertificationFinancial Incentives for Professional Certification



Web-Based UpdatesWeb-Based Updates IMA’s Web UniversityIMA’s Web University

Customer Service BasicsCustomer Service Basics Claim Preparation and SubmissionClaim Preparation and Submission Account PostingAccount Posting Billing FunctionsBilling Functions Account Maintenance FunctionsAccount Maintenance Functions

Bridgefront’s BundlesBridgefront’s Bundles DemographicsDemographics Health InsuranceHealth Insurance VerificationVerification What Do I Owe?What Do I Owe? COBCOB Anatomy of a UB04Anatomy of a UB04 Validating a ClaimValidating a Claim Third-Party Follow UpThird-Party Follow Up



Classroom UpdatesClassroom Updates ““Managed Care 101”Managed Care 101” ““The Power of Attitude”The Power of Attitude” ““I’m Going to Disney!”I’m Going to Disney!”



Financial Incentives for Professional CertificationFinancial Incentives for Professional Certification NAHAM: CHAA, CHAMNAHAM: CHAA, CHAM AAHAM: CPAT, CPAMAAHAM: CPAT, CPAM HFMA: CRCP, CHFP, or FHFMAHFMA: CRCP, CHFP, or FHFMA


Questions?Questions?


Thank You!Thank You!

Contact:Contact:

Terri LombardiTerri Lombardi

Botsford HealthCareBotsford HealthCare

Email: [email protected]: [email protected]

Office: 248-473-6183Office: 248-473-6183


developing a winning education program for your patient access team terri lombardi, chaa corporate...

Documents

observation day

foundation day

initiation day

participation day

graduation day

probation day

campus day

hospital classroom day