Implementing Work From Home in the Revenue Cycle Friday, January 19 - PDF document

Championship Revenue Cycle: Passion & Purpose Implementing Work From Home in the Revenue Cycle Friday, January 19 th , 2018 Gillette Stadium Clubhouse Patti Consolver Senior Director Texas Health Resources Championship Revenue Cycle: Passion & Purpose • 29 acute-care, transitional, rehabilitation and short-stay hospitals that are owned, operated, joint-ventured or affiliated with Texas Health Resources – 19 acute-care hospitals – 5 short-stay hospitals – 2 behavioral health hospital – 3 rehabilitation hospital / transitional hospital • 100 outpatient facilities and more than 250 other community access points • More than 3,900 licensed hospital beds (approximately 3,300 operated/available beds) • More than 6,000 physicians with active staff privileges • Texas Health Physicians Group: more than 600 physicians, more than 350 physician assistants and nurse practitioners • Texas Health Aetna Health Plan • $4.6 billion in total operating revenue / $7.98 billion in total assets 1

Championship Revenue Cycle: Passion & Purpose Revenue Cycle Employees Championship Revenue Cycle: Passion & Purpose 2

Championship Revenue Cycle: Passion & Purpose VIRTUAL WHY? Disaster in Dallas • The Dallas Forth-Worth area was hit with a winter blast that lasted from Monday to Thursday. Airports had flights delayed/cancelled and eventually the airport was closed for a period of time. • Should Super Bowl XLV in Dallas be called the Ice Bowl 2011? • The THR CBO located in Arlington was closed for 4 days in a row. No employees could report to work and none had access to work from home. Championship Revenue Cycle: Passion & Purpose Key Discussion • Discuss the steps involved in building a telecommuter program and the technology framework needed to support healthcare employees working from home • Identify strategies to ensure work-from-home programs meet organizational standards for security, compliance, productivity and quality • Assess a quality assurance strategy to assist leaders in standardizing best practices among teams, both on-site and at home • Evaluate outcomes in productivity, financial savings, employee engagement and staff retention resulting from work-from-home programs 3

Championship Revenue Cycle: Passion & Purpose Positions/Eligible Employees 1. Identify areas/positions in each department that may be a potential for teleworking. Positions eligible for teleworking are based on organizational needs and suitable job characteristics. • - Analyze job functions • - Day to Day routines • - Can an employee perform all of their job functions that they have onsite in an offsite work location. • -Employees under corrective action may not be eligible to telework, depending on the reason and scope of the corrective 2. THR Employees, Contract/Temporary Staff • -Active employees who have worked at THR for a minimum of 90 days at a THR location are eligible to be considered for the teleworking program. • Contract employees are not eligible Championship Revenue Cycle: Passion & Purpose Productivity 1. All Virtual Revenue Cycle Employees have productivity standards 2. Productivity standards are increased by 5% for teleworking staff 3. Employee must agree to this increased standard prior to teleworking 4. Productivity and Quality are reviewed by management daily and weekly 4

Championship Revenue Cycle: Passion & Purpose Championship Revenue Cycle: Passion & Purpose Technology Needs/Hardware 1. Laptops - We choose the 15.6 inch with keypad for all employees 2. Headsets - Had to go through various versions of headsets. The final headset (Plantronics Blackwire 610) had a higher quality since the staff spend the majority of their time on the phone. 3. Phones – users were supplied IP Phones to take home and connect to their internet router. All employees are required to log in with their in-office extensions while teleworking to give the appearance to our customers that they are still in office. 5

Championship Revenue Cycle: Passion & Purpose Technology - Internet 1. Staff use their own internet provider 2. Must be able to plug directly into router 3. Provide Internet Speed requirement to all staff 4. Require speed to be at 4.5 for phone to work as if in the office 5. Speed is checked with all applications opened 6. Speed test is completed quarterly and kept in employee file Championship Revenue Cycle: Passion & Purpose Technology Needs/Hardware 6

Championship Revenue Cycle: Passion & Purpose Technology Needs Championship Revenue Cycle: Passion & Purpose Work Space/Site Visits 1.Provided all Employees THR Acceptable Work Space Policy 2.Employee provided pictures of their home work space to management 3.Management does in home/virtual site visits 4.Worksite Evaluation form completed and in employee file 7

Championship Revenue Cycle: Passion & Purpose Work Site Evaluation Form Championship Revenue Cycle: Passion & Purpose HIPAA Privacy and Security • Staff was provided the THR Telecommuting policy which addressed the HIPAA Privacy and Security rules when working from home. • - No documents with PHI can be printed at home • - THR records, files and documents should be protected from unauthorized disclosure or damage at the primary, the alternate, or any other site where THR business is performed. • - As a teleworker, conducting face-to-face, THR related business with anyone other than THR employees at a home worksite is not permitted • We created an onsite Print Center that would process all of the request for copies print-outs, scanning etc from the work from home users. • Virtual Revenue Cycle Calls phone calls are recorded and reviewed to ensure compliance with the teleworking requirements. 8

Championship Revenue Cycle: Passion & Purpose Platforms for Growth Championship Revenue Cycle: Passion & Purpose Virtual Coaching/Corrective Action 9

Championship Revenue Cycle: Passion & Purpose HR Required Attached Acknowledgement Form Championship Revenue Cycle: Passion & Purpose Virtual Staff Meetings 10

Championship Revenue Cycle: Passion & Purpose Additional Skype Features Championship Revenue Cycle: Passion & Purpose Teleworking Performance Measurements 11

Championship Revenue Cycle: Passion & Purpose Factors that might impact outcomes? Insurance Verification NAME Download Upload Monitor Keyboard Mouse KPI JUN KPI JUL KPI AUG 3 MO AVG Phantom Employee 819.2 691.6 x 106% 111% 102% 106% Phantom Employee 4.6 7.0 x 105% 115% 110% 110% Phantom Employee 65.2 50.6 x x x 112% 106% 110% 106% Phantom Employee 102.6 84.3 x x x 108% 112% 109% 110% Phantom Employee 65.1 22.1 x x x 116% 113% 111% 113% Phantom Employee 61.8 3.5 x x x 102% 102% 102% 102% Phantom Employee 47.1 5.2 99% 107% 105% 104% Phantom Employee 55.2 5.0 x x x 107% 113% 119% 113% Compare performance to: • Upload speed • Dual monitor, keyboard, mouse • Like positions • Is there a direct correlation? Championship Revenue Cycle: Passion & Purpose Factors that might impact outcomes? Pre-Registration NAME Download Upload Monitor Keyboard Mouse KPI JUN KPI JUL KPI AUG 3 MO AVG Phantom Employe 47.3 11.1 x 103% 108% 102% 104% Phantom Employe 55.5 11.1 x 105% 108% 106% 106% Phantom Employe 30.2 10.2 x x x 116% 107% 106% 110% Phantom Employe 27.5 5.0 105% 105% 105% 105% Phantom Employe 30.6 5.2 x x x 106% 108% 107% 107% Phantom Employe 28.5 3.3 x 105% 105% 105% 105% Phantom Employe 24.7 4.2 x x x 107% 107% 113% 109% Phantom Employe 55.2 5.0 x x x 107% 113% 119% 113% 12

Championship Revenue Cycle: Passion & Purpose Department Overall Performance 2017 Telecom Statistical Report YTD Pre-Registration Department Total PR Outbound Calls 307,819 Total PR Inbound Calls 188,909 Pre Reg Total Calls 496,728 Total % Answered 96.3% PR Hold Time (sec) 29.3 Total % Abandoned 0.9% Passed to Messaging 0.9% Average Talk Time 5:19 % of Calls within 30 sec 82% Productive % 90.0% RONA 3678 Emails - Patient 13987 Inbound Calls - Rep (Extension) 9,757 IV Inbound Calls 14,064 IV Outbound Calls 128,107 Insurance Verification Department Total Insurance Verification Calls 142,171 Total % Answered 98.3% IV Hold Time (sec) 13.6 Total % Abandoned 0.8% Average Talk Time 7:48 % of Calls within 30 sec 72% RONA 943 Emails 53,651 Total of All Call Volume 638,899 Championship Revenue Cycle: Passion & Purpose Key Take Aways What are the needs and requirements to make a work-at-home program successful? – At Home Environment – Technology Tools – Paperless Environment – Management Reports / Productivity & Compliance – Role of Operations, HR & I.T. for the move to home – Education / Employee Engagement – Communication / Collaboration 13

Championship Revenue Cycle: Passion & Purpose Questions? Patti Consolver – patriciaconsolver@texashealth.org 14