1. Measurement Counts

2. Kim Thompson, Manager Patient Access Services, Network System Support and Training Teri Bell, Manager Patient Access Services, Bassett Physician Group Sandi Manley, Director Patient Access Services

3. Integrated Health System – 6 Affiliated Hospitals – 23 Primary Care/Family Practice Health Centers – 16 School-Based Health Centers – 8 Specialty Health Centers – 5000 square miles + / 8 + counties – Physician Employed Model

4. Patient Access Services IDX-Centricity Scheduling / Registration / Billing System Relay Health Insurance Verification / Eligibility System Automated Reminder System Manual Quality Monitoring Process Centralized Training and Support Centralized and decentralized front-end employee model Revenue Cycle Impact = Process, Denials and Co-Pay Collections

5. Patient Services Associate Positions Quality Measurement – PSA I, II and III – Career ladder – System audit – Periodic system reviews Customer Service – Informal team review – Small % of overall individual annual review Annual Performance Score

6. New “Job” Expectations Co-Pay Collections – Co-payment log – Departmental standard – Individual performance Denial Management – Physician billing – Department standard – Individual performance System Quality – System audits Knowledge Assessment – On-line open book review Customer Service – Press Ganey

7. Results Co-Pay Collections Front End Denials Knowledge Assessment System Quality Press Ganey Organizational Report Card Departmental Report Card Employee Report Card