- Coach Lou Holtz speech at Beckers Hospital Review 4th Annual Meeting
- Beckers Healthcare 2021 Meeting – The New Frontier of Outpatient Care
- Beckers Hospital Review 10th Annual Meeting Highlights
- What patients really want from healthcare
- Choosing a Healthcare ERP system for the future
- Beckers Healthcare 1
- How to transform revenue cycle performance with frontend automation
Coach Lou Holtz speech at Beckers Hospital Review 4th Annual Meeting
Thank You Peter I appreciate that,beautiful introduction you spent a lot,of time preparing on that it lady and,gentleman I can listen to that,introduction all day and just like you I,thought I was going to have to I think,it was you got to spend that much time,introducing the guy youre trying to,convince them why Im here now,I apologize for them have to move the,table back but late and gentlemen Im,not going to stand behind the podium and,Im not going to preach to you Im not,going to lecture to you Im going to,talk to you about things I believe in,the blood of my heart not something I,read about or heard about the stories I,share with your things that are actually,true so Im going to speak on things I,believe in things I practiced Im not,going to preach Im not gonna lecture,first of all I want to congratulate you,on the tremendous success youve had my,wife the cancer survivor Stage four,shes creamin sella carcinoma of the,throat she had 83 radiation treatments,13 hour surgery wait went from 129 to 89,Im happy to report my wifes doing well,now I dont even pray for anymore I pray,to her I mean my wife says saying Im,also aware of the fact that she would,not be with us today if a one for the,great medical that she received and I,know you have tremendous challenges I,also know you have tremendous problems,difficulties and Im not going to sit,there and say hey I can solve anything I,just wanna share with you how we tried,to handle it and you know a lot of,people can be successful youre,successful you make money when you die,that ends but you people have a chance,also to be significant the significant,is when you help other people be,successful and that lasts many a,lifetime and I sort of quainter with a,coach nobody comes up today thanks for,the great effort all you hear about the, of mode and the problems can,play and it goes with the territory but,I congratulate you on the tremendous,success youve had now 10% of it wont,remember 10% of what it said 10 minutes,after said it but for the 15 minutes,allocated to me I want to share my,thoughts and ideas,but before I do that itd be important,for you to understand who lou holtz is,not Im not a singer Im not a dancer,Im not an entertainer Im not an,intellect when I went to high school I,hate to tell you this but I was in the,lower third of my high school class if,it was not for people like me there,could have been no upper half of the,class I am proud of the fact I was in,the upper half of the lower third effect,makes any difference,somebody said well you written three New,York Times bestselling books that is,true youre looking at the only guide,the world has written more books than is,read so III break it I am but simple,individual is not particularly talented,so you must be a good athlete not really,11 Orlando belong to Bay Hill one day I,played in a shootout there and I spared,with Arnold Palmer I was so nervous I,played so poorly we lost money I was,embarrassed were in the locker room,after I said gee I am sorry I never,played that bad before he said oh you,played before have ya so I have just a,simple individual nothing complicated,now when I went to Notre Dame and all,these stories are true father Joyce said,coach like maybe the head coach he said,but dont come here to Notre Dame and,think youre going to change it there,are certain things that Notre Dame a we,are not going to change I said what are,they he said we dont take red shirts we,dont take transfers we dont have to,have a dorm training table dont have,great facilities go plays most difficult,because we find we have the most,difficult academic requirements they,arent going to change he said the other,thing is theyre going to change we have,a policy that they had football coaches,our names not allowed to make more than,the president Notre Dame the president,nowadays the priesthood took about,poverty,now he didnt say anything it would keep,us from winning he didnt say you could,only play with 8 and everybody else at,level what he said youve got probably,got difficulty Coast and everything you,do dont tell people about your problems,90% dont care the other 10% are glad,you got him so youre better off to keep,yours but were gonna have problems,were gonna have difficult thats part,of life its handling them and coping,with them the father Hesburgh said I,named you the head coach at Notre Dame I,announced to the world Lou Holtz of the,head coach of Notre Dame what I cannot,do I cannot announce to the world Lou,Holtz is the leader,he said titles come from above the,players will determine if youre a,leader as a father what do you think,makes a leader he said if youre going,to be a leader of Lords nation you have,to have a vision where youre going to,go you have to have a plan of how youre,going to get there you gotta lead by,example you have to hold people,accountable for the choices they make,its part of being a leader you got to,make sure that everybody in the,organization shares the same core values,what holds the country together what,holds the family together what holds the,hospital together a team you dont have,to like one another like sabia you have,to share the same core values you know,and Ive been going to make five,assumptions about this group here today,same five assumptions I make with my,children I make Im going to assume you,want to be successful in your personal,life and happy Im going to assume you,want to be successful in your,professional life Im going to assume,you want to feel needed by other people,Im going to assume you want to feel,secure about your future Im going to,suit you want to go to heaven and I have,a plan and I know you have all kind of,symposium seminars I know you Ive read,everything and I could read on this all,the different things youre talking,about the hospitals and doctors etc Im,not smart enough but I do know this this,plan works you follow this plan I,guarantee you check it once a month on,these five points your life is smooth,as I say Im not very complicated now,understand this the speech doesnt that,be long because the Gettysburg Address,was only 300 words and 200 of them were,single syllables they didnt have to be,complicated there are only five Kellers,but think what may Tobin think what,Michelangelo did with those five colors,theres only seven musical notes but,think what Beethoven did to it so its,not very complicated I got to keep it,simple but its something I believe,there five points are playing the first,points the attitude you have I think the,attitude we have is more important,anything else whats your attitude we,have adversity they have difficulty let,me tell you what at my first year at the,University of South Carolina my wife had,her second major cancer surgery not one,a pause here and say to you sincerely if,you want some great advice listen to,your spouse,nobody knows any better loves you any,more wants to see succeed anymore be a,more honest with you,wifes my best friend two summers ago,were celebrating our 50th wedding,anniversary July 22nd will be our 52nd,now Im on the golf course I said 50,years with my best friend I said your,wifes not your best friend your dog as,I said youre wrong you dont know my,wife my wifes best friend he said,youre wrong he said try this lock your,dog and your wife and the trunk of the,car come back in two hours and see which,ones happy to see,what,my wife left me a note not long ago it,said Lou I cant please everybody in the,world so Im gonna stop trying Im gonna,focus on placing one person a day the,days not your date and the MARTA,doesnt look real promise they gave,himself but she had her second cancer,surgery,my son skip would enter coma the week we,played Georgia my mother died two Friday,before we played Florida Im on a school,airplane for three days recruiting we,land at Lady Island Airport on a Sunday,night were flying to New Jersey after I,visit Darnell Washington the pilots of,coach will you visit Darnell Washington,were gonna fly lover mouse the old and,ha
Beckers Healthcare 2021 Meeting – The New Frontier of Outpatient Care
welcome to beckers 27th annual meeting,the business and operations of ascs and,the featured session the new frontier of,outpatient care the role of technology,and driving business growth and ensuring,the highest quality of care in the asu,setting,im alan condon managing editor at,beckers healthcare and thank you so,much for joining us today,before we kick things off well just,walk through a few quick housekeeping,items,you can submit any questions you have,throughout todays session by typing,them in the q a box of senior dashboard,todays session is being recorded and,will be available after the events you,can use the same link you use to log,into todays session to access the,recording,if at any time you dont see your slides,moving or trouble with the audio please,try refreshing your browser,you can also submit any technical,questions you have in the q a box on,your screen were here to help,so without further ado well get to our,speakers today im happy to introduce,first of all dr corey calendar,so thanks so much alan um gl glad to be,with you my name is corey calandine im,an orthopedic surgeon i practice in the,greater nashville area,my practice mix is really,well its hip and knee replacement and i,operate in a hospital setting uh and we,have a jv and our asc,where we do joint replacements too so,lots to cover and um and lots to go over,and as we discuss avail today good to be,with you alan and the others on the,panel,fantastic thank you dr dr callendine and,well jump into dr betsy devek from,advent,yes hi my name is betsy dovek and i am a,bariatric surgeon and i predominantly do,gastric bypass and sleep gastrectomy and,revisional surgeries,and i do them as a hospital employed,physician now at advent health in,orlando florida i do them both in a,inpatient setting in a hospital setting,but also at ambulatory surgery centers,as an outpatient and i have one of the,largest experiences in the country at,doing straight outpatient bariatric,surgery and im very excited to talk,about some of this work as a pioneer,fantastic thank you so much dr doleck,and last but not least dr scott fosus,alan thank you so much for having me,today my name is scott foster i practice,as an orthopedic surgeon in washington,dc area,i actually have uh,avail in all three of my locations in,our surgical training lab facilities and,two of our ascs,and its great to be able to bring,people into the operating room and kind,of share what were doing some of the,innovations were seeing that uh dr,dobeck is talking about just some,classic training techniques that coreys,talked about as well,with that lets dive in and lets take a,look at some of the current challenges,that are present in the asu setting,today,you can see with this list there are,lots of headwinds and areas where,efficiencies and different ways to make,things more streamlined are really,important in the asc setting,so the first question i have for you to,kind of kick things off dr dr calm down,ill start with you,if you could share with the audience,some of the current challenges from this,list that really resonate with you,yeah alan i think thats a great list,there are probably a lot of challenges,in the afc world thats why we have,beckers right and uh we just opened our,center in february of what i like to,refer to as covid year so february of,2020 so that brought its own challenges,of course you know we went through all,the same insurance contracting and,education of patients and making sure we,had a support structure around the,patients as we evolved particularly in,joint replacement like i mentioned,thats really my focus hip and knee,replacement making sure we could support,those patients uh in the outpatient,setting you know the others on the call,are really you know innovators in in,trying to push more and more surgery to,the outpatient but thats got to be done,in a very specific way there are unique,challenges obviously to sending patients,home the same day you know for us too,i mentioned earlier we i practice in a,hospital thats literally across the,parking lot from the asc,but when as were opening we really,dont have,twice the you know support staff from,industry for example to kind of support,those cases and thats where some of,these opportunities for a veil can come,in where you can really have if its,your device rep at the hospital and you,need help at asc or vice versa physician,is at the hospital and they need help at,the asc and back and forth it allows,this open exchange in our asc and that,kind of collaboration not only with my,partners but our hospital partner has,has really been powerful so i think,thats really the opportunity and i know,thats what were going to spend a lot,of time talking about today is how can,we connect to each other better to kind,of meet some of these challenges but but,that thats been my exposure so far you,know year over year more and more cases,are going towards the outpatient but,doing it correctly with hip and knee,replacement i think really takes some,thought,absolutely and dr dove id love to hear,from you as well some of these,challenges what are the ones that,resonate with you,yeah i mean i couldnt agree with cory,moore its um you really need to,properly select the patient um safety at,the bottom there is is the is the top,one,um for me all of my patients are,morbidly obese and so at baseline they,are a riskier patient population and so,theres the thought of um maybe the,surgery center isnt located as,conveniently across the street maybe,youre across town which is how i was,when i was practicing in baltimore was,about 20 minutes from our hospital,so i really had to be,on point in terms of,surgical technique um bleeding is one of,the early issues that could be,quite life-threatening even if they,developed orthostatic hypertension,and then theres also,you know how do you help to mitigate,nausea and pain control and making sure,theyre moving around and preventing,blood clots and,all of those other potential,complications so its not just about,picking the right patient but also,educating them and setting those,expectations very well from the,forefront that we went over our,discharge instructions for example in,the pre-op area before surgery we made,sure that they were up and walking,around within an hour of the completion,of the operation,we did some different things with,different medications to try a big thing,for us is nausea and making sure that,they can stay hydrated by mouth,so theres a lot of in the design of the,eras the early enhanced recovery after,surgery developing protocols that were,specific to our patient population and,the surgeries that we do that were a big,deal in doing this and then some of the,other concerns are um you know in,different things with whether youre,hospital employed or if youre in,private practice and it is a business,and how do you keep um the cost of,supplies lean and and how do you do that,from a p l standpoint and so theres a,lot to learn about from the business,side and so i think its so exciting to,share best practices across different,specialties to determine how you can of,course a do this safely and be um make a,living off of it as well so um i think,theres a lot of exciting opportunity,and im excited um to hear from the,other panelists throughout this call,tonight,awesome thank you so much dr devek and,uh dr fosso would love to get your two,cents here as well,yeah i would echo,uh everything that uh dr calendar and dr,dobek had mentioned you know key things,on safety i think uh where we fall in is,theres a lot of competition in our area,were a private practice uh maryland is,a state without a certificate of need um,and so anyone can just put up a one or,two room surgery center in the area,um and so its really highlighting what,is about our surgery center on both on,the provider the surgeon side to attract,new surgeons to come do the surgery as,well as make patients and other,referring providers comfortable and,understanding what it mean
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Beckers Hospital Review 10th Annual Meeting Highlights
a meeting like this might have 300 plus,speakers of which 80% of those from,hospital sound systems thats the heart,of the meeting I always leave a Beckers,conference with a list of people I want,to talk to you because I dont know a,little bit more about what they shared,then they were able to tell me in the,time they had its an awesome format we,here at Beckers healthcare are focused,on creating phenomenal thats for three,core constituents attendees speakers and,exhibitors and sponsors I think its an,enormous value particularly for leaders,in healthcare you get to really,participate in candid conversations,theres no other conference that Im,aware of where you get that sort of,c-suite perspective Ive talked to whole,gambit of leadership over the course of,several days you can understand what,other organizations have done to advance,their objectives and then you can see,what applies to your organization and,what might work for you I think its,important to be vulnerable and to share,not just the good stuff youre doing but,to share some of the challenges that,youre having as an organization so,others dont make the same mistakes you,made we truly focus on creating a robust,agenda that is focused on education,first and helping providers bring that,information back to their health system,and really make a difference within,their community I had the opportunity to,speak about digital in healthcare the,title of the talk is whats love got to,do with healthcare my patent laws on how,wed service things are most important,to the hospital or to the health system,commercial reimbursement and changes in,reimbursement are taking place inside,the healthcare I had the great privilege,of presenting on population health,transforming food in a healthcare,organization representation retention,and how to really drive that at an,organization value-based care and a COS,for behavioral health quality and,patient safety what are we doing whats,hot whats next this year weve got,President Bush President Clinton Katie,Couric the great Ward winning journalist,so weve got those four sort of what we,think of as entertainment and just to,add a vibe value of a meeting like the,annual backers meeting frankly its all,the people who come who attend,opportunities like this are really,important to sort of reset the thinking,around the industry and and learn from,your peers this brings together so many,different professionals in healthcare,whether it be providers payers,pharmaceuticals do have a number of,vendors that are available but its,really not a sales environment its much,more of a collaborative environment even,though we all have our own competitive,environments I find in these forums,people are willing to share best,practices Ive been coming to Beckers,for three years I find it to be the best,conference and all the conferences Ive,gone to Ive been coming to Beckers,meetings for I think close to 20 years,every beckers conference Ive ever been,to its a little more robust the,attendance is higher you know its just,a great venue for information exchange,and it really expands your thinking I,dont know anywhere you could go and get,this amount of information in the amount,of time that we spend at Beckers great,conference,you
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What patients really want from healthcare
welcome and thank you for joining us for,this Beckers Hospital review Healthcare,webinar titled rethinking digital,engagement What patients really want,from Healthcare,Im Carly Falk and I am the head of,research at notable uh in this role I,study Health System operational,challenges and generate thought,leadership on the value of Automation,and Health Care before notable I was,with the Advisory board for 23 years,studying physician Hospital engagement,strategy of population health and,clinical operations Improvement I also,have a masters in health system,administration with emphasis in finance,from the George Washington University,let me just review our agenda today,there are three parts to this session,the first part is the status quo isnt,working uh here Im going to share,insights from across the industry on why,digital transformation in healthcare is,really failing patients as well as the,care team,in the second part Ill share What,patients want and this is data and,insights from our survey of over 1 000,patients that we conducted earlier this,year uh getting their insights into,digital transformation,and then the third part is why,automation platforms are essential why,Point Solutions arent the answer and,why automation is a critical lever that,Health Systems must pull if they are,going to see their way out of this,so lets jump into section one the,status quo isnt working,talk to any health system leader today,and then talk to patients and the care,team at the front line and you are going,to quickly find out that there is a,disconnect between what providers offer,and What patients use when it comes to,digital engagement in health care,on the left hand side youll see results,from the chimed 2023 most recent uh wire,most recent report on the most wired,Healthcare institutions and youll see,that for 86 percent of healthcare,Executives they view patient engagement,as an essential or high organizational,priority for 2023.,but on the right hand side patients,arent using the digital tools that are,provided in fact more than half of,patients only use a health system portal,less than two times per year,well I would ask is this engagement Im,engaged in my health care and I search,the internet probably weekly in search,of healthcare information but I dont go,to my health system portal to for that,information,and the reason I dont go to my health,system portal,is here on the next slide,the portal,um frankly just doesnt meet my,expectations you know theyre often,login requirements there maybe is an app,download that I have to undertake which,creates the barrier the portal interface,provides insufficient information or,explanation which can be very,frustrating just a personal story here I,ended up in September needing a blood,draw and I had a liver panel result that,came back it was 2x what it should have,been I went into the portal I messaged,my provider to try to understand why,this was a problem I then had to,separately pull up the portal with the,Mayo Clinic site to try to discern what,in fact does this portal result mean I,then sent a message to the nurse who,then asked the provider and three weeks,later I learned it was nothing to worry,about and that is just not a very,satisfying experience its not,surprising then that 29 of patients just,never use portals they just dont go in,and health system leaders are sort of,having this aha moment around this as,well you can see the quote in the right,hand box were going to explore,something else because things like,engagement really matter and the EHR,cant even tell us from analytical,standpoint how much engagement were,getting What patients are looking at and,how well were actually doing on,engagement,data from a recent Class A survey of 9,000 patient providers and vendors,actually also illuminate how the,investments in digital engagement right,now are not necessarily aligned with the,desires of patience look at the top,three results here in this survey,patients want to be registering and,checking in for appointments they want,to be able to schedule appointments,online they want to be able to request,refills yet theres really only,alignment between patients and providers,on paying bills not surprisingly,providers want us to be paying bills,online and then theres only really pro,alignment between providers and vendors,on finding a doctor otherwise what you,see is this enormous disconnect between,What patients want and what frankly is,being provided from a digital tool,perspective and the reality is a lot of,this is due to the fact that ehrs,themselves have been very very slow to,provide these features so as a result,health systems are investing in point,solutions to fill the gaps,but Point Solutions arent really,solving this problem either on the left,hand side here you can see first you,have a point so you have lots of,different point Solutions coming from,different functional departments in the,Enterprise and as a result you end up,with the very disjointed and,disconnected experience for patients in,the Middle Point Solutions often create,lots of Downstream work for care teams,because the data are going into silos,and half and the care team has to,compensate for that by re-entering data,and on the right hand side managing all,that those Point Solutions becomes a,real I.T burden for an overwhelmed it,Enterprise,so put all of this together and we would,argue that the digital transformation is,at an uncomfortable point when it comes,to patients,lets just see what patients have to say,about it,and here we go into our next section,which is what patients really want from,the healthcare digital experience and I,share with you here our results from our,Nationwide survey we surveyed 1005,patients in the United States in 2022,our survey was conducted by the market,research firm one poll across March,March 3rd through 5th earlier this year,and then you can see the demographic,stats on the right-hand side it was a,survey of adults it was representative,of all regions across the U.S and 70,nearly 74 percent of the participants,had had received Medical Care in the,past year I was evenly distributed,distributed results from a sexual,orientation standpoint and it was,representative our survey of Boomers gen,exters and millennials,lets get to the results and the,takeaways here I share with you really,the four key takeaways in our findings,first providers have invested in tools,and Ive already shared this with you,but they really fall short of patient,expectations theres lots of hassles out,there when it comes to digital access to,care and its leading patients to,actually skip care and patients have,clear expectations of what they want,from digital and Ill share those with,you and there are real improvements to,the healthcare providers can make to,helping patients better access care,using the right technology and patients,are pretty specific about what they want,first patients are comfortable with,digital tools,um and they want them to help them make,help them make the most of their health,care experience as I already indicated,with my own experience 67 percent of,patients out there are using websites to,search Healthcare information or going,to other places or portals to even try,to get information about their care 52,more than half of patients are using,Digital Services to book medical,appointments or fill out forms or pay,and then three,um quarters of patients you know would,love to be able to use a digital tool to,complete their paperwork their intake,paperwork online but theyre frustrated,because digital tools are not delivering,and they go to the doctor and frankly,they wait uh you can see here on average,patients weight,28.8 minutes for an appointment and then,see the doctor barely 17 minutes one,thats a 1 1.7 x difference,comparatively between the time spent,theyre waiting and the time spent they,actually seeing a physician and this is,extremely frustrating so its not,surprising that the patients would say,most digital
Choosing a Healthcare ERP system for the future
good afternoon everyone and welcome to,todays webinar sponsored by workday,ranked best-in-class,in the European category for healthcare,technology I am Brian Zimmerman the,custom content editor at becker self,care ill be introducing todays webinar,topic and our four terrific panelists,for discussion on choosing a healthcare,ERP system for the future Ill begin,todays webinar with a brief overview of,industry trends in healthcare provider,organizations focusing on how provider,leaders are responding and adapting to,change then well hear from our,executive guests who will share a bit,about their experiences choosing an ERP,system at their organization joining me,are bill Moyer executive director supply,chain management advocate Aurora health,Chris past chief financial officer John,Muir health Don hayden senior vice,president and chief human resources,officer Bronson health and Wind Fisher,national healthcare advisory work then,following the overview of trends the,panelists will introduce themselves that,mr. Fisher will speak as we kick off our,panel discussion after we move through,our prepared questions well have time,at the end of the session for an,audience question and answer session you,can submit any questions you have,throughout the webinar by typing them,into the Q&A box you see on your screen,we look forward to hearing your,questions about a week following the,webinar you will receive a copy of the,presentation to the email you used to,register at this time my pleasure to get,it started by going over some industry,trends affecting ERP selection first ups,cost reduction health care providers are,under pressure to reduce operating costs,in supply chain finance and HR all,present ample cost saving opportunities,opportunities for improvement in each of,these areas continue to persist,additionally providers are being asked,to do more with less Department,headcount budgets are not increasing,despite increased workloads this,expectation to do more with less is,persistent across the board from,clinical to operational areas health,care leaders are being asked to come up,with creative ways to get their clinical,resources refocused on patient care and,not data entry this is difficult as,often the back office has been,under invested in and processes are,often manual or broken leaving little,room to take administrative burden away,from the clinical teams with their,current technology stack consolidation,is the next trend consolidation remains,one of Health Cares most predominant,trends consolidation among health large,health systems involve everything from,technology standardization to target,operating model redesigns for example a,large recently merged system may partner,more closely with a med-surg distributor,to support a JIT distribution model that,in the past may have not at a high,enough service level the provider is now,large enough to command and influence a,higher service level additionally that,same health system may look at,consolidating all of their recruiting,onboarding benefits administration and,other human capital activities into a,shared services center to ensure the,entire organization has the same people,experience these opportunities to scale,can help reduce cost and variability in,the operations of these now larger,health systems,but they do not come without risk as,input they do not come with risk excuse,me as employee engagement functions,potentially move off-site providers risk,a lower internal level of customer,satisfaction and potentially engage,additionally all of this growth and the,speed at which it is executed inserts,complexity and risk into what have,traditionally been risk adverse supply,chains as the focus on the supply chain,will continue to be on balancing patient,care and cost providers will need to,understand how to mitigate the risk of a,larger more complex supply chain while,continuing to provide high levels of,quality patient care our next trend is,data-driven decision-making using AI and,M L enabled by the ERP system,additionally data analytics and,technology played an increasingly,important role in supply chain strategy,supply supply chain leaders rated,improving data-driven decision-making as,the most critical need in supply chain,moving forward according to a 2018,global health care exchange survey,roughly 60% of respondents said data and,analytics with a highest priority area,for improvement in the next year,healthcare leaders are being asked to,help predict employee turnover financial,performance and supply shortages in real,time theres no longer acceptable to,present these metrics weekly monthly or,annually to remain competitive in the,market leaders need this information in,real time in order to make the right,decisions for their operations thus they,are finding with a higher and higher,frequency that the technology they,select and ultimately use will have a,large impact on their ability to deliver,these analytics at the pace desired by,the organization to come things up here,are four main takeaways hospital leaders,are struggling to support larger and,larger health systems those greatest,priorities include better understanding,of cost and driving out operational and,labor inefficiencies hospital leaders,are being asked to deliver more insights,faster in order to make sure they are,making the right decisions for the,future of their business and finally a,common theme across all of healthcare,these leaders are finding that the,back-office technology they are using to,support the change necessary to adapt,these trends are ineffective they are,turning to ERP technology of the future,in order to transform their business,operations and set them on a path to,success for several decades to come the,long term nature of these decisions,tends to lead to a significant amount of,focus and investment in the ERP,selection process and today we are lucky,enough to hear from three healthcare,leaders who have gone through an ERP,selection process with all these trends,in mind Im now going to ask our,panelists to introduce themselves and,share a bit about their organization and,experiences on the ground its got some,of the changes theyre making at their,organizations well start with mr. Mohr,and you give us an overview of yourself,your organization and what current,projects or activities youre working on,an advocate or health yeah Ryan first,off thank you for having me,so Brian mentioned Im bill Moyer Im,the executive director supply chain,operations at advocate or oral health I,have responsibility for systems,distribution field operations and,purchasing a little bit about my,background started off my career,been into healthcare supply-chain my,entire career started off at Trinity,Health we did a ton of work around ERP,selection implementation across that IDN,made a shift to ascension health after,that spent a lot of time implementing,PeopleSoft and doing a lot of business,transformation with the resource group,at Ascension Health and then the past,five years Ive been an advocate Aurora,and a new executive director for the,merged organization a little bit about,the organization in the background so,advocate and/or emerge and April 2018 to,form one of the top ten not-for-profit,health care systems in size so its to,give a flavor for everyone on the call,70,000 team members to recently just,acquired a new hospital so now 28,hospitals 22 billion dollars in,community benefit over 500 plus,outpatient non-acute facilities and then,over 22,000 nurses and 3,500 physicians,so very large organization the thing I,think from a supply chain perspective,that excites us is if you look in the,slides at upper right hand corner the,dense geography we have on that Illinois,Wisconsin border with most of our our,geography concentrated on the eastern,side of both states so from a supply,chain perspective a lot of opportunity,there that were excited about a few,things that supply chain really to sum,up what advocate or supply chain is,doing its rap
Beckers Healthcare 1
hi everyone this is mackenzie bean,managing editor with beckers hospital,review,thank you for tuning in to the beckers,healthcare podcast series,today im pleased to be joined by craig,daly from podium,to discuss marketing and patient,experience strategies for the modern,consumer,as the general manager for healthcare at,podium,craig focuses on influencing product and,overall strategy,for the company relative to healthcare,his core focus is on large enterprise,transformations,craig has more than 10 years of,experience implementing consumer,experience programs,and deeply understands current patient,and physician engagement trend,throughout his career he has been,influential in helping enterprises stand,out from the crowd by implementing,cutting-edge technologies,that modernize consumers journey craig,thank you so much for being with us,today,mackenzie thank you for having me,looking forward to the convo,awesome so am i and with that lets jump,into the first topic of our conversation,today,its clear that the pandemic has forced,healthcare facilities to,change many of their traditional,processes,so what specific changes have they made,in terms of communicating with their,patients,yeah i think communications been a a,big piece of this,right overnight a lot of the,organizations were kind of scrambling to,get the word out of hey,heres how we change communication,heres the approach of when you come in,and actually see us you know if youre,feeling these symptoms so,it seemed like there was a just a,scramble in general to,update the website make sure as people,arrived there they could understand,what are the cova 19 processes one of,the you know symptom checkers it seemed,like every single organization we gotta,engage with had some aspect of just,literally trying to have outreach,to communicate hey heres the new norm,at least for the short term,heres what were doing about it heres,what we know if you feel like you have,these symptoms,please check in but this was primarily,distributed through email,i think with the the organizations that,actually had uh,and i feel like on the east coast in,particular is where,it hit the hardest we obviously know i,went went down in the northeast new york,and some of the surrounding areas there,but a lot of the the clients we work,with or prospective clients,seemed like their phones were literally,off the hook i mean to the point where,some of them were saying they couldnt,pick up the phone to dial out,so werent necessarily equipped for that,kind of volume that was coming in but,some of the challenges unquestionably,were we have only a set number of lines,if i need to call somebody in the,parking lot literally to tell them to,come into the urgent care i need to,figure out a way to do that im going to,be calling them on my cell phone another,line so,it could cause people to kind of do it,in say non-secure fashion to try to,accommodate,just the demand that was there,absolutely and weve also seen,you know really accelerated adoption of,telehealth options in many areas do you,think that patients were ready,for more telehealth options and,communication,yeah id say some yes and some though i,think the organizations that are in the,more rural locations or patients that,are the more rural locations,havent you know quite adopted,technology,maybe minus sms like texting thats kind,of in the norm but as far as patients,being ready for telehealth options,i i would say that the vast majority in,more populated areas,already have some aspect of you know,digital communications or telehealth,options that are happening,i think where theres probably a lot of,frustration with typical telehealth,options,is it youre downloading an app theres,some you know something weird where you,got a permission say the microphone,wasnt working or youre waiting in a,queue and you get kicked out,i think theres just portions of that,actual interaction,that sometimes would debilitate or,frustrate the,patients in their from that experience,so i mean even as a company we try to,focus,on what we build to be very app agnostic,really just to try to avoid that and,create a very frictionless,experience relative to telehealth but,id say most patients are,ive already you know keenly aware of,telehealth,and just the advantage of literally,trying to have those visits,from the comfort of their own home so it,sounds like maybe,patients in rural areas might not be as,ready for telehealth,do you think thats fair to say yeah,yeah and this is based on feedback you,know engaging with clients where,they they raced to either set up,telehealth,for the first time or just tripled the,the capability that they had and to,manage the volume,but its in some of those areas where,its kind of tapered off,they feel like that demographic or in,those rural areas,still prefer a bit of a face-to-face,connection,maybe just a little more old-school,touch to it so yeah,definitely fair to say and what do you,think in terms of,digital transactions like bill pay over,text do you think patients are ready for,that,yeah yeah i think i mean patients,consumers,we you know we all primarily transact,now over the phone via apps and,different mediums i think for healthcare,its definitely new,and you know collecting and paying bills,is,you know frankly a nightmare right,theres a lot of communication uh,between the insurance company,the actual providers what you actually,owe you get letters in the mail that say,heres how much you owe but this is not,a bill right its super confusing,but in terms of like being ready yes i,think that,as consumers i feel like were already,well ahead of that path of being able to,do mobile transactions,perfect well lets switch gears a little,bit talk more about the healthcare,provider side how can providers pivot to,more,digital experience for patients to meet,those expectations,but also still ensure that theyre,maintaining compliance with hipaa,yeah unquestionably the golden question,i dont know that i have the golden,answer for it but what ill tell you,right now is,the consumer demand or patient demand,is for simplicity and convenience so,whether we want to cater to it or not,patients want to,speak to you and have that channel of,communication in a way that is the,easiest way possible,again primarily through our phones where,a lot of our communication happens day,to day,to remain in compliance i would always,err on the side,of caution in the sense of while our,company podium does a lot in the way of,sms messaging,its not encrypted in transit so weve,really focused on where can we actually,control a conversation where phi,could be prevalent or any you know any,kind of hipaa instance,and so what providers need to focus on,is doing it in a web secure fashion,doing some authentication obviously,ensuring that you have opt-in to,communicate,with them if youre going through a,mobile device and then you know a lot of,organizations obviously do it within a,native app to control it,native apps tend to have pretty,horrendous adoption,and clunky interfaces from a patient,standpoint but it is in complete control,of the system so its often what they,choose to opt for but,in short if theres any conversation,around,phi or hipaa it needs to be in a,web-based browse,session right browser session so that,you can actually control the data,where the data goes when it rests it,needs to be writing back into a crm,some kind of system of record obviously,to make sure the conversation has a,paper trail,the mobile conversations though again,theyre happening,theyre trending so finding solutions to,do it in a secure fashion,is a huge demand and obviously were,concept of the sphere and trying to,provide those types of solutions,and do so truly in an app agnostic way,but also one that is,incredibly sound from a compliance,standpoint so i mean i dont see the,strings of compliance necessarily,loosening,but i think you know most most,organizations would agree,hipaa and other regulations are a bit,archaic as far as what the
How to transform revenue cycle performance with frontend automation
welcome everyone to todays webinar how,to transform revenue cycle performance,with front-end automation on behalf of,Beckers Healthcare welcome and thank,you for joining us before we begin Im,just going to walk through a few quick,housekeeping instructions if you have,any questions throughout todays webinar,you can type those into the Q a box you,see on your screen,todays session is being recorded and,will be available after the event you,can use the same link you use to log,into todays webinar to access the,recording and finally if at any time you,are having trouble with the audio or,video please try refreshing your browser,you can also submit any technical,questions into the Q a box,at this time it is my pleasure to,introduce todays speakers,first we have Paola turkey revenue cycle,Solutions lead at notable,with more than 20 years of experience in,revenue cycle management powerless,expertise lies in identifying,opportunities to enhance revenue cycle,Solutions maximizing the adoption and,utilization of best practices developing,and monitoring benchmarks and leading,practice management implementations and,conversions,she has provided Consulting service,services to more than 250 practices,ranging from one doctors specialty,practices to large 1200 physician idns,Paula is a certified certified,professional coder through aapc a fellow,Healthcare Financial professional,through hfma and a fellow certified,medical practice executive with the,American College of Medical Practice,executives,through mgma,she has previously presented at hsma,mgma and aaoe Regional and national,conferences on the topic of revenue,cycle and managing self-pay collections,Paula holds a degree in Business,Administration and a masters in health,care administration,we are also joined today by Jane Hoffman,revenue cycle Solutions lead with,notable,but over a decade of experience as a,revenue cycle consultant during the,expertise lies in helping hospitals and,Health Systems identify and Implement,process and operational Improvement,opportunities improve standardization,monitor vendor relationships and,evaluate performance,with the focus on root cause,identification and collaborative problem,solving he has delivered improvements,across all aspects of revenue cycle,operations including Financial clearance,patient access care coverage billing,payer follow-up cash posting and credits,customer service and pre-collection,at notable same focuses on the revenue,cycle Continuum leveraging digital,Solutions and automation to improve,patient outcomes increase operational,efficiency and drive financial,performance Dane holds a degree in,healthcare informatics and a master of,business administration,with that Paula and Dane thanks so much,for being here today I will turn the,floor over to you,thank you so much Sarah very excited to,be here so we have a great agenda for,you today uh first were going to be,talking about critical revenue cycle,challenges,um then were going to address how,organizations are solving for these,challenges and we are going to close,with Dane of how we utilize intelligent,automation to power growth within your,organization if at any time you have any,questions please do not feel like you,have to wait until the end there is a q,a box on your screen so feel free to,send us questions as they come up,so first lets start with a poll I want,to know um who do we have in the,audience,are you an independent Medical Group are,you a hospital-owned medical group,um what about a Hospital health system,are you a vendor just let us know,um what what you represent what type of,organization you you actually represent,to give you a couple of seconds while,you do that its its always very very,helpful to understand who we have in the,audience,and as we go through this and lets see,okay lets see what we have,okay so we have uh,good size of independent,or joining us very good welcome,um now lets see what best represents,your role in within your organization,are we talking to Providers are we,talking to seal level Executives,um what about the VPS or directors,or managers and supervisors or are you a,Hands-On contributor,or other,there is a lot of good information I,always love to see a wide range of of,attendance,um,it will really benefit from all of the,information that we have in place,just giving the audience a few more,seconds,and lets see what we have okay we have,no providers on the audience a lot of,VPS and directors okay and some,contributors in two levels very good,well thank you so much and welcome again,um we are going to start with four,critical revenue cycle challenges that,we see for 2023 and Beyond,um first starting with the growing,front-end denials which leads to,write-offs,um we then are going to be talking about,the lengthy labor-intensive processes,that limit and revenue capture,um move on to high fiction accounts,receivable which generates large fat bad,and finally were going to be talking,about consistent Staffing challenges,which are decreasing retention and,engagement from employees,so lets start with our challenge number,one talking about,um the denials right and and this was a,national renial twin analysis that,included 441 million Hospital claims,remits that value about 500 billion in,total charges across more than 1500 U.S,hospitals,um in this graph we can see that the,average denial rate is at 33,since 2016 hitting at 12 of coins denied,upon initial submission in 2022 and um,one of the things that I that I found,interesting just as an FYI is that they,hired denial rates nationally were,seeing the Pacific averaging about 17,percent,um in 2020 and 2021 denials,um were really exacerbated by covet I I,dont know if you remember all of those,back and forth on how to build for,virtual visits should we use the virtual,visit code or the regular e m code,should we place uh should we use the,Postal Service 11 or what about place of,service two and the rules were just all,over the place and claims were being,denied left and right,um but now the new trend as we as we,will see later on is in the request for,medical records,um it is uh in the second half of 2019,Clemson tonight for medical records were,at eight percent and in the first half,of 2022 we were looking at almost at 14,um that is a 75 increase uh which is not,good,um now similar similar organizations,um or other organizations,um like like MDMA have conducted similar,surveys,um in March of 2021 they received 576,applicable responses,um where 69 of these respondents stated,their denial had increased in 2021,compared to 2020. and for those,Healthcare leaders who reported an,increase in denials the average increase,denial that was at 6 17 and but what it,was really surprising to me was to see,that 12 of them stated they saw an,average increase of 21 to 30 percent,um so challenges that continue to to be,faced by organizations when were,talking about denials when looking at,denial of reasons registration and,eligibility errors really extend out at,around 22,um and although these type of denials,are in New Challenges for medical,practices,um the current labor market really has,put a burden on practices with pool,processes and eligibility Niles are,followed by missing information medical,claims and medical records and this,particular reason as I was mentioning,earlier on actually moved up two spots,from last years results,if we categorize the denials by front,end mid-cycle and back end we can see,that 41 of these denials are due to,front-end errors and and in most cases,these errors are preventable,when when you dig deeper to find out,what are the root of these denials we,find first that there is a lack of,resources so in the front end there are,enough resources to complete all,required fields to process a claim,timely in the back end there are enough,resources to do what the front end,resources were unable to do in addition,to what the regular tasks are,um then we have a staff attrition and,training problem so in todays,competit