Resolution Consulting, LLC

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Robin Bradbury 800.355.0410 robin_at_ereso.com
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About resolution

• Founded in 1998
• VHA Preferred Vendor
• Services include
• -Cash Acceleration
• -Revenue Cycle Assessments
• -A/R Management Training
• -Interim Management and Staffing
• -Virtual Business Office
• -Payment Reviews
• -Self Pay Cleanup

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Time and Energy
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Revenue Cycle 101
When performance is measured, performance
improves.
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Revenue Cycle 102
Objective measures are always better than
subjective measures.
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Preview

• Performance Metrics
• Behavioral Competencies
• Interviewing and Selecting
• Performance Management

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The Revenue Cycle
Patient Encounter
Reporting
Charge Ticket Order Entry
Payment
Coding
Follow up
Transmission
Edit
Billing
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Performance Metrics

• HFM Toolbox Key Revenue Cycle Metrics
• Sample Benchmark Indicator Analysis from
  resolution
• Revenue Cycle KPI and Standards
• Take it down to the individual level
• Keep it simple
• Monitor, train and achieve

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Key Measures

• Days in Revenue Outstanding
• Cash Collections
• Cash as a of Net Revenue
• Write-offs as a of Revenue
• Aged AR Greater than 90 Days
• Days in Discharge to Final Bill
• Up-front Cash Collections

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Free Benchmark Studyhttp//www.ereso.com
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Value Proposition
Actual Example
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Expectations and Performance Standards

• Front end, middle and back office resources
• Raise performance level awareness
• Align goals
• Creates healthy competition
• Cream will rise to the top

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Expectations
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Estimate, Validate, and Advocate

• Estimate Charges, insurance coverage and patient
  portion
• Validate the information
• Advocate for the patient to deal with the
  obligation
• Cash, Check or Credit Card
• Payment plan
• Medicaid Eligibility
• Charity Care
• Reschedule?
• Software is available to do this

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People

• Our people are our most important asset!
• How does that manifest itself in your
  organization?

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Improving Performance

• The best way to build a team is to hire the
  right people in the first place!

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7 Keys to Effective Selection

• Conduct a job analysis
• Create a structured job-related interview
• Use past-event interview questions
• Use interview panels
• Control our biases and first impressions
• Use a rating guide
• Use consensus rating

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Paradigm Shift

• Since we all have existing staff we need to be
  engaged in engaging them.

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Options

• Fire everyone and start over
• Hire employees away from your competitors
• Browbeat the ones you have to get results
• Train and educate the employees you have
• Set expectations and measure results
• Shift the paradigm

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Skills vs. Behavior

• Fired anybody recently?
• Why?
• Resume and skills questionnaires will determine
  skill set
• How do we get people to play in the sand box
  nicely?

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Performance Evaluations

• Think of some of your last evaluations
• Positive and negative

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Interviewing Keys To Success

• Define competencies you desire to promote
• Ask interviewees to give examples of when they
  exhibited these competencies
• Interviewing versus evaluation

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Identify Key Competencies

• Sample Competencies and Performance
  Expectations
• Patient Financial Services Representative

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Gather Action Examples

• Key they must be verifiable
• Have employees gather examples
• Use negative and positive examples
• Tie back to expectations

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Discussion Matrix

• R
• R
• R-
• A- A A

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Impact of Process
5 4 3 2 0
Before After 6 Months 12 months 18 months
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Summary

• Set expectations
• Metrics and behavior
• Hire people who have demonstrated those
  expectations
• Review and coach to expectations
• Succeed

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Questions?
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how to measure and improve performance in the
revenue cycle