1. Developing A Winning Education Program For Your Patient Access Team Terri Lombardi, CHAA Corporate Collections Manager Botsford HealthCare Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

2. “Passion without education is like gold still in a mine.” - Benjamin Franklin Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

3. Developing a Winning Professional Education Program Education Curriculums Education Curriculums New Employee Education New Employee Education Continuing Professional Development Continuing Professional Development Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

4. Developing a Winning Professional Education Program New Employee Education New Employee Education Orientation Orientation Foundation Foundation Initiation Initiation Participation Participation Probation Probation Graduation or... Graduation or... Termination Termination Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

5. Developing a Winning Professional Education Program Continuing Professional Development Continuing Professional Development Web-Based Updates Web-Based Updates Classroom Updates Classroom Updates Financial Incentives for Professional Certification Financial Incentives for Professional Certification Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

6. “Education gives the ability to face almost anything with self-confidence.” - Robert Frost Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

7. New Employee Education New Employee Education New Employee Education Orientation (Day 1 – 5) Orientation (Day 1 – 5) Foundation (Day 6 – 10) Foundation (Day 6 – 10) Initiation (Day 11 – 18) Initiation (Day 11 – 18) Participation (Day 19 – 20) Participation (Day 19 – 20) Probation (Day 21 – 60) Probation (Day 21 – 60) Graduation (Day 61) Graduation (Day 61) Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

8. New Employee Education Orientation (Day 1 – 5) Orientation (Day 1 – 5) Day 1: Hospital – Classroom Day 1: Hospital – Classroom Day 2: Revenue Cycle – Tours, Introductions, and Observation Day 2: Revenue Cycle – Tours, Introductions, and Observation On-Campus and Off-Campus On-Campus and Off-Campus Day 3: Departments – Tours, Introductions, and Observation Day 3: Departments – Tours, Introductions, and Observation Patient Services (Pre-Arrival, Admitting, and Emergency) Patient Services (Pre-Arrival, Admitting, and Emergency) System Business Office (Hospital, Clinics, Lab, Ambulance, Commons, Kidney Center…) System Business Office (Hospital, Clinics, Lab, Ambulance, Commons, Kidney Center…) Day 4 – 5: Customer Service – Classroom and Observation Day 4 – 5: Customer Service – Classroom and Observation Audios and Videos Audios and Videos “Registering First Impressions” “Registering First Impressions” “Wowing Your Customers” “Wowing Your Customers” “Dealing With Those Angry and Completely Frustrating Customers” “Dealing With Those Angry and Completely Frustrating Customers” Presentations Presentations “Introducing to AIDET” and “Remember the Q-TIPs” “Introducing to AIDET” and “Remember the Q-TIPs” “Service Attitude – Service Action – Service Excellence” “Service Attitude – Service Action – Service Excellence” “Putting It Together” - Position Shadowing “Putting It Together” - Position Shadowing Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

9. New Employee Education Foundation (Day 6 – 10) Foundation (Day 6 – 10) Revenue Cycle Basic Training – IMA’s Web University Revenue Cycle Basic Training – IMA’s Web University Patient Access Section Samples Patient Access Section Samples Medicare and Medical Necessity Medicare and Medical Necessity How Registration Fits Into the Revenue Cycle How Registration Fits Into the Revenue Cycle Patient Information Gathering Patient Information Gathering Insurance Guidelines Insurance Guidelines Patient Accounting Section Samples Patient Accounting Section Samples Fundamentals Fundamentals Billing Billing Account Maintenance Account Maintenance Follow Up Follow Up Customer Service Customer Service Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

10. New Employee Education Initiation 101 – Departments, Functions, and Processes (Day 11 – 14) Initiation 101 – Departments, Functions, and Processes (Day 11 – 14) Introduction to Department Key Functions Introduction to Department Key Functions Patient Services Patient Services PreArrival, ED, Admitting... PreArrival, ED, Admitting... System Business Office System Business Office Hospital, Clinics, Lab, Customer Service... Hospital, Clinics, Lab, Customer Service... Introduction to Department Key Processes Introduction to Department Key Processes Patient Services Patient Services Scheduling Scheduling Registration Registration Financial Clearance Financial Clearance Eligibility, Point-of-Service Collections... Eligibility, Point-of-Service Collections... Medicaid Application Screening Medicaid Application Screening System Business Office System Business Office Billing Billing Third-Party Follow-Up, Self-Pay Follow-Up... Third-Party Follow-Up, Self-Pay Follow-Up... Remittance Processing Remittance Processing Bad Debt Placement, Charity Care Screening... Bad Debt Placement, Charity Care Screening... Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

11. New Employee Education Initiation 102 – Department Computer Applications (Day 15 - 18) Initiation 102 – Department Computer Applications (Day 15 - 18) Patient Services Patient Services Scheduling (USAA) Scheduling (USAA) Registration (McKesson) Registration (McKesson) Financial Clearance (WebDENIS, NGS, Passport…) Financial Clearance (WebDENIS, NGS, Passport…) Patient Tracking (HMED) Patient Tracking (HMED) System Business Office System Business Office Hospital (McKesson Series and McKesson Claims Administrator) Hospital (McKesson Series and McKesson Claims Administrator) Clinics (Athena) Clinics (Athena) Laboratory (SoftAR) Laboratory (SoftAR) Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

12. New Employee Education Participation – Specific to Deployment Area (Day 19 – 20) Participation – Specific to Deployment Area (Day 19 – 20) Job-Specific Hands-On Practice Job-Specific Hands-On Practice Patient Services (Scheduling, Financial Clearance, and Registration) Patient Services (Scheduling, Financial Clearance, and Registration) System Business Office (McKesson, Athena, or SoftAR) System Business Office (McKesson, Athena, or SoftAR) Mentor Assignment Mentor Assignment Assessment for Duty Assessment for Duty Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

13. New Employee Education Probation (Day 21 – 60) Probation (Day 21 – 60) Weekly Quality Assessments and Feedback Weekly Quality Assessments and Feedback Weekly Mentor Check-Ins Weekly Mentor Check-Ins Weekly Assessments for Duty Weekly Assessments for Duty Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

14. New Employee Education Graduation (Day 61) Graduation (Day 61) Final Quality Assessments and Feedback Final Quality Assessments and Feedback Final Mentor Evaluation Final Mentor Evaluation Final Assessment for Employment Final Assessment for Employment Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

15. “Training is everything. Wine is nothing but grapes with an education.” - Mark Twain

16. Continuing Professional Development Continuing Professional Development Continuing Professional Development Web-Based Updates Web-Based Updates Classroom Updates Classroom Updates Financial Incentives for Professional Certification Financial Incentives for Professional Certification Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

17. Continuing Professional Development Web-Based Updates Web-Based Updates IMA’s Web University IMA’s Web University Customer Service Basics Customer Service Basics Claim Preparation and Submission Claim Preparation and Submission Account Posting Account Posting Billing Functions Billing Functions Account Maintenance Functions Account Maintenance Functions Bridgefront’s Bundles Bridgefront’s Bundles Demographics Demographics Health Insurance Health Insurance Verification Verification What Do I Owe? What Do I Owe? COB COB Anatomy of a UB04 Anatomy of a UB04 Validating a Claim Validating a Claim Third-Party Follow Up Third-Party Follow Up Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

18. Continuing Professional Development Classroom Updates Classroom Updates “Managed Care 101” “Managed Care 101” “The Power of Attitude” “The Power of Attitude” “I’m Going to Disney!” “I’m Going to Disney!” Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

19. Continuing Professional Development Financial Incentives for Professional Certification Financial Incentives for Professional Certification NAHAM: CHAA, CHAM NAHAM: CHAA, CHAM AAHAM: CPAT, CPAM AAHAM: CPAT, CPAM HFMA: CRCP, CHFP, or FHFMA HFMA: CRCP, CHFP, or FHFMA Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI

20. Questions?

21. Thank You! Contact: Terri Lombardi Botsford HealthCare Email: tlombardi@botsford.org Office: 248-473-6183 Michigan Alliance of Healthcare Access Professionals - March 6, 2009 – Mt. Pleasant, MI