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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Developing a Winning Professional Education Developing a Winning Professional Education ProgramProgram
Education CurriculumsEducation Curriculums New Employee EducationNew Employee Education Continuing Professional DevelopmentContinuing Professional Development
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Developing a Winning Professional Education Developing a Winning Professional Education ProgramProgram
New Employee EducationNew Employee Education OrientationOrientation FoundationFoundation InitiationInitiation ParticipationParticipation ProbationProbation Graduation or . . . Graduation or . . . TerminationTermination
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Developing a Winning Professional Education Developing a Winning Professional Education ProgramProgram
Continuing Professional DevelopmentContinuing Professional Development Web-Based UpdatesWeb-Based Updates Classroom UpdatesClassroom Updates Financial Incentives for Professional CertificationFinancial Incentives for Professional Certification
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
““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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
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)
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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 . . .
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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)
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
New Employee EducationNew Employee Education
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
““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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Continuing Professional DevelopmentContinuing Professional Development
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Continuing Professional DevelopmentContinuing Professional Development
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!”
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Continuing Professional DevelopmentContinuing Professional Development
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
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Questions?Questions?
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI
Thank You!Thank You!
Contact:Contact:
Terri LombardiTerri Lombardi
Botsford HealthCareBotsford HealthCare
Email: [email protected]: [email protected]
Office: 248-473-6183Office: 248-473-6183
Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI