Revenue Cycle

Conduct employee surveys; get rid of manual quality auditing

Patient Access Weekly Advisor, October 29, 2008

Editor’s note: The following is provided by Florence Davis, director of Patient Access at Children’s Healthcare of Atlanta, a 489-bed pediatric health system. With more than 15 years experience in clinical and healthcare administration, Davis is a leader in developing long- and short-term strategies for seamless patient flow and front-end denial management.

Retention. We conducted employee surveys for staff members and took actions based on results of the survey resulting in a significant improvement on YTD retention by 10% over last year. Some of the actions taken include "pay it forward," where each week, all management staff in patient access (director, managers, supervisors, and team leaders) will recognize at least one patient access staff member each. These folks are then recognized by the vice president for revenue cycle, and their names are published on our intranet.

Quality dashboard reporting. We finally moved away from manual quality auditing to an automated system. We partnered with the Healthcare Advisory Board, using their Revenue Cycle Compass tool to develop automated front end revenue cycle performance monitoring and reporting. This allows us to identify opportunities in cash collections, training needs (e.g., insurance plan selection, eligibility issues), track number of accounts pre-registered each month, etc. The data is also useful in staffing allocations and ongoing performance monitoring. Finally, this tool provides transparency through easy access to data across the system on how patient access is doing in a dashboard format, which is a key strategic focus for us.

Editor’s note: For more on Davis’ success in Atlanta, please see next week’s Patient Access Weekly Advisor.

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