The document outlines a panel discussion focusing on integrating patient financial communication best practices within patient access teams to enhance patient experience, staff performance, and financial outcomes. Key topics include capturing verbal communications, quality assurance measures, and establishing measurable standards for performance evaluation. The panelists address the importance of shared access to data and effective training methods in fostering trust and loyalty among patients and healthcare staff.

1. “This Conversation May be Recorded
for Quality Purposes”
July 15, 2015 | 1 pm ET, 10 am PT

2. Meet the Panel
Michelle Fox
MBA, MHA, CHAM
Health First
Director, Access
Management,
Revenue Operations
Tony Lovett
MBA, CHAM
CHI St. Luke’s
Health System
Patient Access Director
Yvonne Chase
MBA, CHAM, MCA/MCF
Revenue Cycle
Mayo Clinic
Manager, Patient Access
and Business Services

3. Moderator
Scott Overholt
The White Stone Group, Inc.
Chief Marketing Officer

4. Learning Objectives
• Consider practical ways to integrate patient financial
communication best practices among Patient Access teams.
• Discuss recording methods, key elements captured and
process benefits.
• Review quality assurance processes such as scoring,
performance evaluation and training.
• Evaluate outcomes achieved in patient satisfaction, upfront
collections and staff performance.

5. Voice is Content Too
Traditional Content Management
– Image
– Document
– Electronic
– Fax
What’s Missing?
– Often most critical content
– Difficult to manage
Voice
– Face-to-face
– Phone

6. Creating lasting loyalty among patients, families, physicians & staff
Physician & Staff Alignment
Financial Performance
Patient Safety & Quality
Patient Experience
Immediate access to proof supporting payment results in fewer denials,
shorter appeals, increased collections and lower cost to collect.
Measurable communication standards among teams foster more meaningful
patient encounters and a better overall patient experience.
Shared access to critical data establishes credibility,
builds trust and sustains loyalty among key stakeholders.
Quality assurance programs ensure compliance with hospital policies and
procedures to protect patient safety and promote better outcomes.
Performance Excellence

7. Keys to Successfully
Managing Verbal Communication
• Capture all touchpoints
• Score random samples
• Monitor, track & trend performance
– team and individual performance
• Utilize business intelligence

8. Capture Verbal Communications
Voice On-Demand
user-initiated call recording
hardware connection to user’s PC
Auto-Record
automatic recording of calls without user initiation
no hardware required for user PCs
Voice Anywhere
recording of outbound calls via any phone (cell, Wi-Fi or off-site)
dedicated number to initiate auto recording
Face-to-Face
on-demand recording of live, in-person conversations
USB microphone connects to user’s PC
Integrate with Existing Call Recording
Pull voice records into centralized system for evaluation and workflow

9. Score Verbal Communication

10. Monitor, Track, Trend Performance
Track and trend scores over time by team, agent or question.
• Trending reports by question to identify problem areas
• Roll-up reports by team and agent
• Individual scorecard reports for performance evaluation

11. Creating lasting loyalty among patients, families, physicians & staff
Physician & Staff Alignment
Financial Performance
Patient Safety & Quality
Patient Experience
Immediate access to proof supporting payment results in fewer denials,
shorter appeals, increased collections and lower cost to collect.
Measurable communication standards among teams foster more meaningful
patient encounters and a better overall patient experience.
Shared access to critical data establishes credibility,
builds trust and sustains loyalty among key stakeholders.
Quality assurance programs ensure compliance with hospital policies and
procedures to protect patient safety and promote better outcomes.
Questions for the Panel

12. Patient Experience
How do measure how your access staff is
impacting the patient experience?

13. Staff Performance
How do you provide feedback to staff on their
performance?

14. Evaluating Performance
How do you evaluate performance objectively
across departments?

15. Accountability
How do you hold staff accountable to required
activities (up-front collections, insurance
verification, etc.)?

16. Training
How do you use this process to provide training
and encouragement to staff?

17. Sharing Examples
How do you share examples of good
performance, opportunities for improvement?

18. Protecting Staff
How do you use this to protect staff members
when falsely accused by patients, physicians or
others?

19. Executive Leadership
How do you make executive leadership aware of
how you use these recordings?

20. ROI
How do you justify an investment in this
process/technology?

21. Conclusion
• Set a positive tone for the patient experience.
• Use patient financial communication best
practices.
• Establish proof to protect staff.
• Find a way to objectively measure team
performance.

22. This Conversation May be Recorded
for Quality Purposes
Questions?