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POINT OF SERVICE COLLECTIONS OUR JOURNEY. Scripps Memorial Hospital Encinitas May 4, 2015 Bessie Bennett, Access Manager - SMHE. Our Mission.
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POINT OF SERVICE COLLECTIONSOUR JOURNEY Scripps Memorial Hospital Encinitas May 4, 2015 Bessie Bennett, Access Manager - SMHE
Our Mission Scripps strives to provide superior health services in a caring environment and to make a positive, measurable difference in the health of individuals in the communities we serve. We devote our resources to delivering quality, safe, cost effective, socially responsible health care services.
SMHE – By the Numbers • 194 Licensed Beds • Patient Days – FY15 Annualized 45,822 (average 3,818 per month) • Discharges – FY15 Annualized 11,234 (average 936 per month) • ED Visits – FY15 Annualized 45,704 (average 3,808 per month) • Surgeries – FY15 Annualized 4,798 (average 400 per month) • Deliveries – FY15 Annualized 2,054 (average 171 per month)
POS Collections $3M POS Collection Milestone - on track for 4th consecutive year FY 08 - $2.5M (52% increase from FY 07) FY 09 - $2.7M (8% increase from FY 08) FY 10 - $2.8M (6% increase from FY 09) FY 11 - $2.9M (4% increase from FY 10) FY 12 - $3.2M (9% increase from FY 11) FY 13 - $3.2M FY 14 - $3.0M FY 15 - $3.0M annualized
SMHE POS vs Best in Practice Academy of Healthcare Revenue
Healthcare Transformation • Healthcare Industry Changes • The Healthcare Reform • Increased Health Care Costs • Higher Patient Financial Obligations • Stringent Regulations • Payer Requirements • Patient Expectations
Identifying Stake Holders • Senior Leadership • Nursing Leadership • Case Management • Social Workers • Clinical Staff • Patient Financial Services
Point of Entries • Outpatient Rehab • Radiology • Imaging Center • Maternity • Main Admitting • Emergency Department
Challenges • High Healthcare Costs • Insurance to Employers • Employers to Employees • Premiums, Limited Benefits, Higher Out-of-Pocket Costs • ED Unpredictable Environment • EMTALA Regulations • ED Utilization as Primary Care Setting
Challenges Cont.. • Technology • Collecting Revenue while Reducing Cost • Budget • Patients Cannot Afford to Pay • Patients Unwilling to Pay • Patients High Expectations • Staffing – High Turnover • Hiring the Right Staff
Collaborative Efforts • Executive Leadership • Nursing Leadership • Staff Meetings • Case Management and Social Workers • Revenue Cycle Management • Clinical Staff Participation and Feedback • Patient Financial Services • Public Resource Specialist
Emergency Department Redesign • Reduce Overcrowding in the ED • Provide Timely Patient Care • Decrease Patient Wait time • Improve the Rate of Patients Leaving without Treatment • Patient Satisfaction
Emergency Department Redesign Hospital Leadership, clinical and non-clinical participation in early planning of the ED. The redesign improved relationships among Access, physicians, nurses, etc.
Point of Service Collections Program • Assist Patients in Understanding their Financial Obligations • Collecting Revenue while Reducing Cost • Increase Cash Collections • Improve the Patient Experience by Assuring that “We Care” • Screening Patients for State Programs, Charity or Payment Arrangements
Enhancing POS Collections Program • Financial Counseling Policies • Prompt Pay Discount Policies • Monthly and Fiscal Year Targets • Team and Individual Goals • State Programs • Identify patients who qualify for Financial Assistance, Increase Enrollment and Net Revenue • Know your Payer Mix
Continue… • Hiring the Right Staff • Utilize Behavioral Interviews • Positive Attitude, People Skills • Staff Professional Development • Access Career Path • Training, Scripting • Clear Expectations • Patient Satisfaction - Press Ganey Survey • Standardize Financial Counseling Process • Payment Options
Continue… • Communication Boards • POS Collections Report • Weekly • Monthly • Emails • Collection Tips • Top Collectors
Celebrate Success • Incentive Programs • Monetary Bonuses • Quality and Human Resources Policies • Non-monetary Rewards • Recognition Program - Excel Together • Top Collectors • Top Performers • Customer Service
Celebrate Success • Promote Healthy Competition • March Madness • Games • Mile Stones • Quarterly • Semi Annual • Fiscal Year End
Final Thoughts • Always have a Contingency Plan • Adjust to Industry • Have the Right People at the Table • Explore Best Practices • Persistent, Flexible, Diligent • Creativity, Innovation and Fun!