Driving Customer Service Excellence: Patient Access ...

Driving Customer Service Excellence: Patient Access Operations ? Going the Extra Mile!

John Woerly, MSA, RHIA, FHAM ? Vice-President, Patient Access

Presentation Objectives

1. Establish the context for discussing service excellence in healthcare 2. Present and discuss a set of organizational strategies that are associated with

the achievement of consistently high levels of customer service in hospitals 3. Make the strategic business case for service excellence by examining the real

organizational benefits that accrue to high performers

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Who are we? Optum360 Overview

End-to-End Revenue Cycle Mgmt.

Technology

Managed Services

7,500+

Highly skilled employees focused on:

? Patient Access ? Health Information Mgmt. ? Patient Financial Services ? Health Technology Innovation ? Systems Implementation ? Advisory Services,

including ICD-10

Consulting

2500+

FACILITIES

using revenue cycle services

Technology solutions for

1600

CLIENTS

$52B

Managed Billings

450

Managed Services Clients

4 5 OUT OF

U.S. Hospitals use Optum360 Products

and Services

Black BookTM Top RCM Outsourcing for Hospital Corporations, Systems, Networks, Chains

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Optum360 Overview Locations

Bellevue

Sacramento

Salt Lake City

Phoenix Product & Technology Service Center & Admin Content

Eden Prairie

Rocky Hill

Providence

New York

Reston

Franklin Atlanta Tampa

Hyderabad, India

Manila, Philippines

Key Service Center Locations

? Atlanta, GA ? Franklin, TN ? Phoenix, AZ ? Sacramento, CA ? Westbury, NY

Center of Excellence Model

Experts in select regions to ensure round-the-clock quality customer support

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Patient Access Overview: Dignity Health

? Faith-based, Catholic healthcare system

? Fifth largest health system in the nation and the largest hospital provider in California

? 37 facilities throughout California, Arizona and Nevada

? ~1,500 Patient Access employees managed by O360 either directly as O360 Rebadged employees or as DH employees

? 5 Labor Unions at California and Nevada facilities

? Completely decentralized other than the department's corporate management staff

? No Patient Access Contact Centers

? Responsibilities are primarily focused upon Financial Clearance, Patient Registration and Financial Counseling

? MedeAnalytics Patient Access Intelligence (PAI) installed at 25 sites with more underway

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Patient Access Locations Dignity Health

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Customer Service Experience

Evolution of the Concept of Service Excellence in Healthcare

"If Disney ran your hospital, customer experience would

trump customer service."

Fred Lee If Disney Ran Your Hospital: 9 ? Things You Would Do Differently

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