This document provides an overview of the e-HOM (Healthcare Operations Map), which is a service management business process model. The e-HOM maps healthcare business processes across three levels - managing the business of healthcare, managing the delivery of care, and information management processes. It shows key processes like patient interface management, ordering and results management, clinical documentation, and accounting and billing. The e-HOM is intended to capture healthcare operations and transactions in a standardized framework.

1. e-HOM : Healthcare Operations Map
A Service Management Business Process Model
Patient
Patient Interface Management Process
Access to Admissions Scheduling EMPI EHR
Discharge
Planning
Information management processes
Care
Delivery of Patient
Identification
Safety/Meds
Management
Orders/Results Clinical Data
Medical
Records
Care Clinical
Emergency Specialty
Documentation
Diagnostic
Pharmacy Radiology Lab Cardiology PACS
Services
Accounting Material
Management
Financials
AP/GL
Cost
Accounting
HR
Payroll
Billing, AR,
Collections
For Care
Information Technology
1

2. Layers correspond with
Business eHOM horizontals
Management
Delivery
Of Care
Accounting for Care
Business Support Systems
TOM processes are captured
in “FAB” area of eHOM
Operations
eHOM maps the
NGOSS Business Business
Support
View Systems
2

3. eHOM - the Enhanced Healthcare Operations Map
Business of Healthcare
Managing the Business of Healthcare Managing the Delivery of Care
Strategy & Infrastructure Services Operations Access to Accounting Financials &
Commit Lifecycle Lifecycle Support & Care For Care Billing &
Management Management Readiness Collections
Marketing & Offer Management Patient Relationship Management (PRM)
Service Development & Management Service Management & Operations
Resource Development & Management Scheduling & Staffing
Supply Chain Development & Management Supplier/Partner Relationship Management
Enterprise Management
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research
Planning Management Management Management
Financial & Asset Stakeholder & External Regulatory and Human Resources
Management Relations Management Compliance Management Management
3

4. Level 2 Managing the Delivery of Care Processes
Managing the Delivery of Care
Operations Support Access to Care Accounting for Financials, Billing
& Readiness Care & Collections
Patient Relationship Patient Interface Management
Management Selling
Dispute
Problem Patient Billing &
PRM
CRM Marketing Order QoS / SLA Collections
Social Management
Handling
Support & Fulfillment Handling Management Management
Media
Readiness Response
Retention & Loyalty
Service Management &
Services
Service Service Service Service &
Coding & Revenue
SM&O Operations Configuration Management
Problem Quality Specific Instance
Assurance
Support & & Activation Management Management Rating
Readiness
Resource Management & Resource Resource Resource
Resource
Scheduling Trouble Performance
RM&O Operations Provisioning Management Management
Support &
Readiness Resource Data Collection & Processing
Supplier/Partner Relationship S/P S/P Problem S/P S/P Settlements
Management Requisition Reporting & Performance & Billing
S/PRM
Management Management Management Management
Support &
Readiness Supplier/ Partner Interface Management
Supplier/Partner
4

5. Level 2 Managing the Delivery of Care Processes
Managing the Business of Healthcare
Strategy & Commit Infrastructure Services
Lifecycle Lifecycle
Management Management
Marketing & Offer Management Services & Offer Services Marketing
Development Communications
Communications
Market Services & Offer Marketing Services & Offer & Retirement & Promotion
Strategy & Portfolio Planning
Portfolio Planning Capability Capability Delivery
Capability
Policy Delivery Delivery Sales & Marketing
Sales Development
Effectiveness
Service Development & Management
Service Service Service
Strategy & Capability Development &
Planning Delivery Retirement
Resource Development & Management
Resource Resource Resource
Strategy & Capability Development &
Planning Delivery Retirement
Supply Chain Development & Management Supply Chain
Supply Chain Supply Chain Development
Strategy & Capability & Change
Planning Delivery Management
5

6. eHOM Information Architecture
Market / Sales
Market Strategy & Plan Marketing Campaign Contact/Lead/Prospect
Market Segment Competitors Sales Statistic Marketing Channel
Access to Care
Registration Scheduling EHR
Admissions EMPI Discharge Planning
Patient
Applied Patient Billing
Patient Medical Record Patient Order Patient Problem Patient Bill Collection
Rate
Patient Interaction Patient Statistic Patient SLA Patient Bill Patient Bill Inquiry
Care Services
Safety/Medication Mgmt Clinical Documentation Pharmacy Labs Operating Room
Orders/Results Emergency Department Radiology Cardiology PACS
Resource
Resource Resource Scheduling Resource Performance Resource Strategy & Plan
Resource Specification Resource Configuration Resource Usage Resource Trouble
Supplier / Partner S/P Performance S/P Bill
Supplier/Partner S/P Interaction S/P Order
S/P Problem S/P Bill Inquiry
S/P Plan S/P Services S/P SLA S/P Statistic S/P Payment
Enterprise
Revenue Assurance Materials Management Supply Chain Financials AP/GL Cost Accounting
HR Payroll 6
Billing & Collections, AR Business Intelligence Budgeting

7. Corporate & Institutional Care Delivery Insurance Management and Care Analysis Corporate and Institutional
Administration Billing Administration
Finance and Accounting Electronic Patient Record Practice Management Solutions Clinical Data Warehousing Call Center Management
Human Resources Enterprise Resource Scheduling Eligibility Verification Master Patient Index Personal Health Information Systems
Executive Information Systems Medical Imaging Systems Referral Management Controlled Medical Vocabularies Patient Medical Services
Medical Device and Materials Laboratory Systems Insurance Billing and EDI Integration Outcomes Analysis Marketing/sales
Management
Pharmacy Management Systems Patient Billing and Collections Risk Pool Management Benefits Management
Purchasing and Procurement
OR/ER Information Systems Claims Administration and Utilization Review Enrollment and Patient Support
Facility and Infrastructure Support Adjudication
Medical Specialty Software Provider/Facility Profiling
Back-office Automation Claims Coding and Audit Systems
Dictation/voice Recognition Packages Decision Support Systems
Desk Office Systems/Desktop Billing Compliance
Management Wireless/Computer-Aided Research Management
Documentation tools Physician Credentialing
Telemedicine