TraceCommunication.com
“How to Use Trace Voice and QA Tools
to Improve the Patient Experience”
Wednesday, April 16, 2014
1...
TraceCommunication.com
“How to Use Trace Voice and QA Tools
to Improve the Patient Experience”
Wednesday, April 16, 2014
1...
TraceCommunication.com
Welcome!
• Phone lines will be muted
• For technical support, please contact:
WebEx Technical Suppo...
TraceCommunication.com
Webinar Playback
• Today’s presentation will be recorded.
• To view past webinars or register for u...
TraceCommunication.com
Asking Questions
• Submit questions at any time using Q&A box in the bottom
right-hand panel
• Ques...
TraceCommunication.com
“How to Use Trace Voice and QA Tools
to Improve the Patient Experience”
Matt Jernigan | Director of...
TraceCommunication.com
Session Agenda
• Overview of Trace Voice tools
• Introduction of Communication Quality
Manager (CQM...
TraceCommunication.com
Trace Voice & QA Tools
Overview
TraceCommunication.com
Voice On-Demand™
• User-initiated recording of
inbound/outbound calls and
voicemails
• Hardware con...
TraceCommunication.com
Voice Auto-Record™
• Auto-recording of all calls
without user initiation
• No hardware required for...
TraceCommunication.com
Voice Anywhere™
• Recording of calls via any phone
(cell, Wi-Fi or off-site)
• Dedicated number to ...
TraceCommunication.com
Voice Face-to-Face™
• On-demand recording of live,
in-person conversations
• Desktop microphone att...
TraceCommunication.com
Tracker™
• Retrieve
• Share
• Evaluate
TraceCommunication.com
New! Communication Quality Manager
• 70% of hospitals rank patient experience
as one of their top t...
TraceCommunication.com
Satisfied with
billing experience
93% Satisfied with Clinical
Unsatisfied with
billing experience
6...
TraceCommunication.com
Benefits of Communication Quality Manager
• Improved patient and physician
satisfaction
• Assurance...
TraceCommunication.com
Demo: Communication Quality Manager
• Demo
– Scorecards
– Reporting & Analysis
– Feedback
TraceCommunication.com
Joe Imbruglio
Supervisor, Patient Access
Health First
TraceCommunication.com
Health First
• Located in
Brevard County
• 4 not-for-profit hospitals
• 920 acute-care beds
• Other...
TraceCommunication.com
Setting the Tone
• Obtain correct information
• Schedule and register patient appropriately
• Ensur...
TraceCommunication.com
Physician scripts
Consents and
authorizations
Insurance benefits
verification
Prior authorization
N...
TraceCommunication.com
Patient Expectations
• Information
regarding benefits
• Prior auth and/or
precert completed
prior t...
TraceCommunication.com
Satisfaction Measures for the Front End
Question Surveyor
Ease of Scheduling an appointment? Press ...
TraceCommunication.com
#1 Issue – Communication
Scripting
• Timeliness, accuracy of communication
• Keeping patients and f...
TraceCommunication.com
Clear, Accurate Communication
Call recording
Face-to-face communication
QA reviews
Quality measures...
TraceCommunication.com
Voice Recording at Health First
Authorizations, certifications, referrals
Physician calls
Verbal or...
TraceCommunication.com
Monitoring
Monitor quality indicators (wait
times, talk times, customer service)
Percentage of each...
TraceCommunication.com
Former Process for Quality Scoring
TraceCommunication.com
Introduction of Communication Quality Manager
• Areas Used
– Scheduling
– Preregistration
– Custome...
TraceCommunication.com
Scorecard
TraceCommunication.com
Health First Plans for CQM
• Process
• Rollout
• Goals
• Timeframe
TraceCommunication.com
Q&A
Questions?
TraceCommunication.com
We’d like to hear from you!
Joe Imbruglio
Manager, Patient Access
Health First
joe.imbruglio@health...
TraceCommunication.com
Thank you!
TraceCommunication.com
Next Webinar
Next Webinar is Wed., May 21
at 1pm ET/ 10am PT
“How to Use Trace Integration Services...
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How to Use Trace Voice and QA Tools to Improve the Patient Experience

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• Record phone calls and in-person interactions to improve communication with patients
• Create custom scorecards to measure employees on relevant criteria
• Use powerful reporting tools to track and trend scores over time
• Review quality scores by team, employee and even question
• Quickly pinpoint problem areas and training needs

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How to Use Trace Voice and QA Tools to Improve the Patient Experience

  1. 1. TraceCommunication.com “How to Use Trace Voice and QA Tools to Improve the Patient Experience” Wednesday, April 16, 2014 1pm ET | 10 am PT Trace User Education Session Thank you for joining today’s webinar. The presentation will begin at 1pm EST.
  2. 2. TraceCommunication.com “How to Use Trace Voice and QA Tools to Improve the Patient Experience” Wednesday, April 16, 2014 1pm ET | 10 am PT Trace User Education Session
  3. 3. TraceCommunication.com Welcome! • Phone lines will be muted • For technical support, please contact: WebEx Technical Support 866-229-3239 or support@webex.com
  4. 4. TraceCommunication.com Webinar Playback • Today’s presentation will be recorded. • To view past webinars or register for upcoming webinars, go to TraceCommunication.com/Webinars
  5. 5. TraceCommunication.com Asking Questions • Submit questions at any time using Q&A box in the bottom right-hand panel • Questions will be addressed at the end of the presentation
  6. 6. TraceCommunication.com “How to Use Trace Voice and QA Tools to Improve the Patient Experience” Matt Jernigan | Director of Product Management The White Stone Group, Inc. Joe Imbruglio | Manager, Patient Access Health First
  7. 7. TraceCommunication.com Session Agenda • Overview of Trace Voice tools • Introduction of Communication Quality Manager (CQM) • Role of Patient Access at Health First • Health First’s use of voice recording • Health First’s implementation of CQM
  8. 8. TraceCommunication.com Trace Voice & QA Tools Overview
  9. 9. TraceCommunication.com Voice On-Demand™ • User-initiated recording of inbound/outbound calls and voicemails • Hardware connection to user PC • Ability to index and add comments
  10. 10. TraceCommunication.com Voice Auto-Record™ • Auto-recording of all calls without user initiation • No hardware required for user PCs • Ability to index and add comments
  11. 11. TraceCommunication.com Voice Anywhere™ • Recording of calls via any phone (cell, Wi-Fi or off-site) • Dedicated number to initiate auto recording • Ability to retrieve to index, add comments
  12. 12. TraceCommunication.com Voice Face-to-Face™ • On-demand recording of live, in-person conversations • Desktop microphone attached to user PC • Ability to index and add comments
  13. 13. TraceCommunication.com Tracker™ • Retrieve • Share • Evaluate
  14. 14. TraceCommunication.com New! Communication Quality Manager • 70% of hospitals rank patient experience as one of their top three priorities. • The patient’s experience is affected by every hospital interaction including those within the revenue cycle. • Pre service communications set the tone for the entire stay. • Post service communications may be the last impression made with the patient.
  15. 15. TraceCommunication.com Satisfied with billing experience 93% Satisfied with Clinical Unsatisfied with billing experience 63% Satisfied with Clinical “Study shows link between patient satisfaction with Billing Experience and Clinical Satisfaction”, Executive Insight © 2011. Impact of billing experience on perception of care
  16. 16. TraceCommunication.com Benefits of Communication Quality Manager • Improved patient and physician satisfaction • Assurance staff are in compliance with hospital policy and procedures • Improved staff productivity • Reduced risk • Powerful reporting and analysis
  17. 17. TraceCommunication.com Demo: Communication Quality Manager • Demo – Scorecards – Reporting & Analysis – Feedback
  18. 18. TraceCommunication.com Joe Imbruglio Supervisor, Patient Access Health First
  19. 19. TraceCommunication.com Health First • Located in Brevard County • 4 not-for-profit hospitals • 920 acute-care beds • Other services: – 4 outpatient diagnostic centers – 300+ Health First employed physicians – Health First Health Plans
  20. 20. TraceCommunication.com Setting the Tone • Obtain correct information • Schedule and register patient appropriately • Ensure services are covered and reimbursed Patient experience begins in Patient Access • Staff scripted with opening and closing scripts • Specialized training in customer service First phone call or face-to-face sets the tone
  21. 21. TraceCommunication.com Physician scripts Consents and authorizations Insurance benefits verification Prior authorization Notification of admission Patient out-of-pocket estimate Financial Counseling/Medicaid Eligibility Identify payer sources Patient Access Touch Points
  22. 22. TraceCommunication.com Patient Expectations • Information regarding benefits • Prior auth and/or precert completed prior to service • Knowledge of costs and out-of-pocket expectations • Services are covered by insurance company
  23. 23. TraceCommunication.com Satisfaction Measures for the Front End Question Surveyor Ease of Scheduling an appointment? Press Ganey Ease of Registration process? Press Ganey Waiting time in Registration? Press Ganey Staff was friendly and courteous? Press Ganey How would you rate the hospital? HCAHPS Would you recommend the hospital? HCAHPS
  24. 24. TraceCommunication.com #1 Issue – Communication Scripting • Timeliness, accuracy of communication • Keeping patients and family members informed Setting Expectations • Time estimates • Patient responsibility • Discharge info
  25. 25. TraceCommunication.com Clear, Accurate Communication Call recording Face-to-face communication QA reviews Quality measures, competency reviews Training
  26. 26. TraceCommunication.com Voice Recording at Health First Authorizations, certifications, referrals Physician calls Verbal orders from on-call physicians Scheduling calls Pricing hotline/estimates Patient calls on nurse help-line Calls in Emergency Department Customer service calls In-person encounters
  27. 27. TraceCommunication.com Monitoring Monitor quality indicators (wait times, talk times, customer service) Percentage of each scheduler’s calls are listened to on a monthly basis Quality/accuracy goals set for each employee and reviewed each month
  28. 28. TraceCommunication.com Former Process for Quality Scoring
  29. 29. TraceCommunication.com Introduction of Communication Quality Manager • Areas Used – Scheduling – Preregistration – Customer Service • Areas Measured – Greeting – Process Knowledge – Closing
  30. 30. TraceCommunication.com Scorecard
  31. 31. TraceCommunication.com Health First Plans for CQM • Process • Rollout • Goals • Timeframe
  32. 32. TraceCommunication.com Q&A Questions?
  33. 33. TraceCommunication.com We’d like to hear from you! Joe Imbruglio Manager, Patient Access Health First joe.imbruglio@health-first.org Matt Jernigan Director, Product Management The White Stone Group, Inc. matt.jernigan@twsg.com
  34. 34. TraceCommunication.com Thank you!
  35. 35. TraceCommunication.com Next Webinar Next Webinar is Wed., May 21 at 1pm ET/ 10am PT “How to Use Trace Integration Services to Automatically Share Records with Other Systems” Register at TraceCommunication.com/webinars

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