gamification in revenue management to boost cash collection · 2017-07-20 · gamification in...
TRANSCRIPT
Gamification in Revenue Management to Boost Cash Collection
March 2, 2016 Adam Gobin , Director of Revenue Management, Emory Clinic
and
Melissa Crozier, Manager of Analytics and Process Improvement, Emory Clinic
Conflict of Interest Adam Gobin, MPH MBA and Melissa Crozier
Have no real or apparent conflicts of interest to report.
Agenda 1. Recognize areas for improvement.
2. Design a performance management program.
3. Identify measures for success, qualitative and quantitative metrics.
4. Introduce gamification.
5. Measure progress with leaderboards and project management tools.
Learning Objectives 1. Recognize the gamification techniques to improve revenue cycle metrics
2. Identify the four departmental focuses that make up accounts receivables core
3. Describe use of project management focus to ensure proper accountability and measure success
Value Step: Savings Financial/Business, Efficiency, Operational
7.9%
Increase in productivity
performance of AR staff
6 days
6.2% Increase in net
payments
Decrease in Net
days in AR
*Changes occurred from Aug 2015 through Dec 2015
60%
Decrease in average
view age of account
emoryhealthcare.org
6
Emory University Hospital
•Founded in 1904
•579-bed adult,
tertiary care facility
•Staffed by 1,170
Emory SOM Faculty
•25,000 admissions
•137,000 outpatient
services
•Includes The Center
for Rehab Medicine Emory University
Hospital
Midtown
Emory University
Orthopaedics &
Spine
Emory Johns
Creek Hospital
Emory
Clinic
Emory Saint
Joseph’s
Hospital
Emory Specialty Associates
Wesley Woods Center
•Founded in 1908
•511-bed adult,
tertiary care facility
•Staffed by 1,080
Emory SOM Faculty
and 367 community
physicians
•21,000 admissions
•163,000 outpatient
services
•Founded in 2007
•120-bed adult,
Orthopaedics and
Spine specialty
hospital
•Extension of EUH’s
acute care services
•Founded in 2007
•Acquired in 2011 by
Emory
•110-bed acute
care facility
•2,500 admissions
•25,700 outpatient
services
•Founded in 1953
•1,600 clinical
providers
•2,500 employees
•2,200,000 patient
care visits
•80+ locations
•Founded in 1880
•Joint operating
company with Emory
in 2011
•410-bed acute care
facility
•Staffed by 750
physicians
•20,000 admissions
•Established in 2006
•400 clinical providers
•40 clinical locations
•620+ staff members
•Founded in 1954
•100-bed geriatric
specialty facility
•25-bed inpatient
hospice service
•250-bed skilled nursing
facility (Budd Terrace)
•201-unit residential
retirement facility
(Wesley Woods Towers)
Emory Clinic
Core Purpose: To Serve Humanity by Improving Health through integration of education, discovery, and health care.
Vision: To be recognized as a leading academic health system, differentiated by discovery; innovation; and compassionate, patient and family-centered care.
Emory Specialty
Associates
Emory Physician Group Practice
Overall performance inconsistency:
• Lacking performance metrics
• Lacking standardized workflows
Our goal: create an engaging and meaningful
performance program – based on future
trending industry best practices. The purpose
was to ultimately impact employee
performance and employee development
Challenges with Performance
Why Gamification?
• Definition of Gamification: The application of typical elements of game playing
(e.g., point scoring, competition with others, rules of play) to other areas of activity
• Gamification is the underlying core concept that helps us deliver best in class
performance standards and expectations that also result in increased employee
development and performance
Individual Performance Scorecards
Employee Rewards Program
Target Deliverables
Department Progression Timeline
Project Timeline
Performance Management Manager
Analytics/
Reporting
Training/
Quality
Our Department
Emory’s Performance Management Framework
Emory’s Performance Management Framework
Every employee is provided with a toolkit to help achieve
performance goals.
Employee Toolkit
Employee Outcome Handbook
Employee Toolkit
Weekly Productivity
Employee Toolkit
Monthly Performance Scorecard
Employee Toolkit
Monthly Performance Scorecard
Employee Toolkit
Monthly Performance Scorecard
The Total Score section easily identifies an employees’ performance category for quarterly, bi-annual and annual evaluations.
Employee Toolkit
Monthly Performance Scorecard
Employee Toolkit
Monthly Leaderboards
Monthly Leaderboards
Monthly Leaderboards
Project Updates - Gamified
We use UpdateZen to gamify the way we
manage projects. Here are some of the
benefits: 1. Twitter-like approach to brief weekly updates on
projects
2. No large inbox to manage projects or project
updates anymore
3. Great way to acknowledge and recognize the
team!
4. Incredibly easy to implement
An integral part of any program is an attached incentive plan. This is where
gamification comes into play! Employees are eligible to receive up to three
different badges each month if they meet specific criteria.
Exceeds Expectations: Employee must have a total score of 100% and
be nominated for recognition by their supervisor and manager.
Top Producer: Employee must have a productivity score of 100% and
have a high productivity metrics (i.e., 7.0). The top three employees of
each team will be awarded this badge.
Top Quality: Employee must have a quality score of 100% . The top
three employees of each team will be awarded this badge.
Employee Rewards Program
Results
REDUCTION IN DENIAL
TURNAROUND TIME
Value Step: Savings Financial/Business, Efficiency, Operational
7.9% 4 days
6.2%
*Changes occurred from Aug 2015 through Dec 2015
Emory continues to improve upon the newly established Performance Management program in order to
produce quality work product and increase efficiencies.
In 4 months, since go-live September 2015:
- 7.9% Increase in productivity performance
- 28.5% increase in our pre-certification productivity performance
- 0.6% increase in quality performance
- 4.1% increase in the quality of our clinical appeals work-product
- 3.5% increase in total performance
These increasing performance metrics are driving results in our AR metrics:
- 32 day reduction in average view age of accounts
- 6.2 % increase in net payments
- 6 day reduction in net days in AR
Questions?
Adam Gobin
Melissa Crozier