next generation revenue cycle - Jacobus Consulting

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NEXT GENERATION REVENUE CYCLE Participating In Today’s Webinar ■  You have joined today's Webinar listening through your computer's speaker system by default. ■  If you would like to call in using the phone, locate your Audio Pane and select Use Telephone. The dial-in information and access code will then be displayed. ■  You also have the ability to ask questions using your Questions Pane. Simply type in your question and click Send. At the end of the presentation we will do a Q & A session and take as many questions as we have time for.

NEXT GENERATION REVENUE CYCLE Karen Miller, CFO, San Juan Regional Medical Center Dave Boucher, Sr. Managing Director, Jacobus Consulting

March 15, 2016 10:30 AM PST/1:30 PM EST

TODAY’S OBJECTIVES 1.  Understand the foundations SJRMC built for a fully integrated Patient Centric Revenue Cycle (vendor-agnostic) 2.  Comprehend the critical role of analytics at SJRMC 3.  Learn how SJRMC is shifting their culture from reactive to proactive management 4.  Understand the critical success factors that SJRMC has adopted for lifelong patient-centered revenue cycle

Q1: Tell us a little about SJRMC?

ABOUT SJRMC LOCATION: Farmington, NM SIZE: 194 bed, Level III Trauma Center STRUCTURE: Non-profit, community-owned hospital ACCOLADES: 2013: Healthgrades Distinguished Hospital Award for Clinical Excellence 2014: Healthgrades Patient Safety Excellence Award Ranked among the top 5% in the nation for overall clinical excellence

SJRMC’S MISSION & VISION

OUR MISSION: personalize healthcare and create enthusiasm and vitality in healing OUR VISION: to be recognized as the most personalized quality healthcare provider for our region

Q2: Prior to the development of the new Revenue Cycle, how was Revenue Cycle defined at SJRMC?

DEFINITION OF REVENUE CYCLE AT SJRMC PRIOR TO TRANSFORMATION

We thought we were doing well, but did not know if we could be doing better

$ Revenue Cycle consisted mostly of PFS, Patient Access, & HIM - critical participants missing No visibility to KPIs

Revenue Cycle was not embedded in the organization’s DNA

Lacked governance

General unawareness of shared responsibilities and what’s at stake

Q3: What were some of the Revenue Cycle challenges that SJRMC faced?

SJRMC’S REV CYCLE CHALLENGES

We do not know what we do not know ■  General lack of accountability & awareness of what to do and when ■  No feedback loop / silo’s ■  We spend our time billing, not collecting ■  Lack of standardization ■  Lack of HCIS knowledge - how can the system work for us, not against us

POLLING QUESTION What challenges do you have at your organization?

Q4: What were SJRMC’s goals for their Revenue Cycle?

SJRMC’S VISION AND STRATEGIC OBJECTIVES 1.  Define Revenue Cycle at SJRMC 2.  Establish an integrated patient-centric Revenue Cycle 3.  Design a Reimbursement Management & Revenue Integrity Program 4.  Gain visibility to the health of the Revenue Cycle proactive management 5.  Enable the HCIS to work for us - eliminate workarounds and automate processes 6.  Identify & solve inconsistencies in processes 7.  Establish root cause denials management

Q5: What steps did you take to change how the Revenue Cycle is defined at SJRMC?

STEP 1: RECOGNIZE NEED FOR SUPPORT ACROSS SJRMC We needed to support a Patient-Centered Revenue Cycle across the organization from Executives to the integrated delivery of Physician Practices and Hospital

Executives

Revenue Cycle

Ambulatory

Clinical

Housekeeping

Engineering

STEP 2: ADOPT NEW METHODOLOGY Adopted Jacobus Consulting’s Patient Centric Revenue Cycle Methodology

STEP 3: BRING TOGETHER ALL STAKEHOLDERS Jacobus’ 1-day Revenue Cycle Workshop enabled our teams to: §  Strip our titles and acknowledge we are equal players in the delivery of care to our patients §  Share education on our roles within Revenue Cycle §  Understand how the interdependencies within the triangulation of Systems, People, and Processes can make or break the Revenue Cycle §  Learn the importance of analytics - not how it’s displayed - but what does it mean, how is it defined, and how do we manage according to the data & trends §  Learn how our HCIS can better serve us §  Establish an action plan of top priorities for each Pillar §  Define the vision for Revenue Cycle Management at SJRMC

OUR VISION: • To strategize, design, build, implement, and support the foundational elements of San Juan Regional Medical Center’s fully integrate Patient Centric Revenue Cycle - including the people, processes, and systems to streamline workflow, improve performance, provide for knowledge management and on-going training, in order to… • …reduce bad debt, realize expected cash collections, increase revenue, and improve the patient experience through superior customer service and care funding - while remaining compliant and transparent.

POLLING QUESTION

Do you have a Patient-Centric Revenue Cycle at your organization?

Q6: What are the critical success

factors for transforming and redefining SJRMC’s Revenue Cycle?

PATIENT CENTRIC REVENUE CYCLE CRITICAL SUCCESS FACTORS

Q7: How do you tackle it?

Value Connection to Execution

Q8: What is the timeline for

transforming SJRMC’s Revenue Cycle from start to finish?

PATIENT CENTRIC INTEGRATED REVENUE CYCLE IMPLEMENTATION TIMELINE: PHASE 1 PHASE 1

Assess/Plan/ Launch

SEPTEMBER

Phase 1 Complete

Process Reengineering, Build, Test, Train

OCTOBER

NOVEMBER

DECEMBER

JANUARY

RC Workshop RC Executive Sponsor Launch & Structured Meetings RC Stakeholder Launch & Structured Meetings RC Cross Pillar Collaboration Launch & Structured Meetings PFS/CBO Access

PFS / CBO Optimization – Phase 1

Rev Integrity Assess

Revenue Integrity Optimization – Phase 1

Reimbursement Mngmt Assess

Reimbursement Management Implementation HIM Assessment Patient Access Assessment Case Management Assessment

FEBRUARY

Q9: Can you share some of the

early results of this Revenue Cycle transformation at SJRMC?

PHASE 1 REVENUE CYCLE WINS 1.  Fully integrated Revenue Cycle awareness, commitment, and collaboration 2.  Visibility and Proactive Management to RC KPIs with goal establishment and threshold management 3.  Process Improvements / reduction of touch points / automation of processes – acceleration of cash 4.  Establishment of Revenue Integrity & Reimbursement Management Programs 5.  No charge left behind / charging for all services rendered – increased gross revenue 6.  Establishment of consistent pricing policies according to APC guidelines

IT’S ALL ABOUT THE DATA

—28—

Q10: What are the immediate next

steps for your Revenue Cycle at SJRMC?

PATIENT CENTRIC INTEGRATED REVENUE CYCLE IMPLEMENTATION TIMELINE: PHASE 2 PHASE 2

MARCH

Phase 2 Complete

Process Reengineering, Build, Test, Train

Phase 2 Launch

APRIL

MAY

JUNE

RC Executive Sponsor Meetings RC Stakeholder Meetings RC Cross Pillar Collaboration Meetings PFS / CBO Optimization – Phase 2 Revenue Integrity Transition Reimbursement Management Transition Patient Access Optimization Case Management Optimization HIM Optimization Ambulatory CBO Assessment

JULY

AUGUST

Q11: How is SJRMC planning to evolve

as the Revenue Cycle demands change and continue to center around the patient, their families, and their community?

FUTURE OF SJRMC REVENUE CYCLE THE DRUM BEAT OF REVENUE CYCLE SPONSORSHIP, STAKEHOLDERS, AND CROSS PILLAR COLLABORATION IS NOW PART OF OUR DNA

ü Maintain a trusted and metric driven Revenue Cycle ü Proactive Management —Of Revenue Cycle fueled by KPI goals & thresholds —Of payer trends, reimbursement, and contractual variances

ü Integrate the ambulatory care ü Root Cause Denial Management You can’t manage what you can’t measure.

POLLING QUESTION What best describes your approach to denials management?

?

YOUR QUESTIONS Send your questions through the chat pane We’ll ask our team your questions live

COMING SOON… UPCOMING WEBINARS ■  Reimbursement Management ■  Revenue Integrity ■  The Power of A/R Analytics ■  Results of a Transformed Revenue Cycle ■  Predictive Analytics: What do I do with all this data? • March 31, 2016 | 10:00 am PST/1:00 pm EST • Dr. Clyde Wesp, Adjunct Professor USC & Executive Clinical Strategist Register: www.jacobusconsulting.com

THANK YOU! Karen Miller, CFO

Dave Boucher

Contact info

Senior Managing Director 401.480.2804 [email protected]

Get the PPT and recording on: www.jacobusconsulting.com

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next generation revenue cycle - Jacobus Consulting

NEXT GENERATION REVENUE CYCLE Participating In Today’s Webinar ■  You have joined today's Webinar listening through your computer's speaker system by ...

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