Guiding Principles for Access Management Re-design

(An excerpt from the collaborative project of Mercy Fitzgerald Hospital, Bearing Point and SCI Solutions-Scheduling.com)

Objectives:

• Establish a patient access model that supports "system-wide" revenue management processes
• Follow best practice framework
• Ensure patient friendly environment
• Achieve performance levels that provide value
• Capture quality information one time
• Build continuous improvement, accountability and monitors into process
• Help maintain good relationships among the patients, hospitals, clinics, physicians, payers and community
• Ensure timely payment from third parties
• Maximize service access efficiencies, therefore assisting in maximizing revenues

The ability to change your environment is dependent upon the combination of Process Change as well as Technology Deployment

Constantly ask these questions:

• What revenue cycle activities can I move to Pre-service?
• What can I do to streamline processes or make my technology work for me?
• What new ways can I improve my Customer Service?

Additional Words of Wisdom...

• Gain commitment from executive levels
• Focus on customer experience
• Fully engage the medical staff
• Remain true to the effort's design
• Empower your staff
• Stay focused in the face of opposition
• Clearly define measurements of success
• Be realistic about the level of effort
• Be patient with the achievement of results
• Plan for this effort to impact every corner of your organization

Remember: Excellence is never an accident: It is always the result of high intention, sincere effort, intelligent direction, skillful execution and the vision to see obstacles as opportunities. Ritz-Carlton standards adapted for healthcare.

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client quote:

“With SCI we reduced our lab monthly denials from $23,000 to 0, and increased utilization from 400 average orders a month to 3,230, as well as improved patient, physician and staff satisfaction.”

Eisenhower Medical Center

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