THE OFFICE OF THE FUTURE IN “REAL TIME” Presented by: Cynthia (Cindy) B. Blain, CPA, MBA, FACMPE
ADMINISTRATOR AND PHYSICIANS IN TODAY’S FFS WORK • Human Resources, Human Resources, Human Resources • Billing • Physician Workflow • Financial Management • Facilities Management • Marketing • Patient Relations • Quality Assurance • Compliance
ADMINISTRATOR AND PHYSICIANS IN TODAY’S FFS WORK • Referral/External Health System Relationships • Payor Relationships • Project Management • Provider Recruitment and Retention • Human Resources, Human Resources, Human Resources
TAKING A MINUTE TO LOOK AT THE LANDSCAPE • Change in customer demands • Change in staff demands (needs) • Change in provider demands (needs) • Change in technology capabilities • Change in payer relationships ~ reimbursement • Change in governmental regulations • Change in management style
CHANGE Access • 20% Baby Boomers • 30% Millennials • Traditional vs. A Whole New Look/Feel
CHANGE Communication • Current Mode ~ usually one way o Phone o Traditional Mail o Portal
CHANGE Patient Education/Engagement Traditional Methods include: Patient education at the time of visit, provider/nursing instructions, and website
CHANGE Staffing Current employment looks like: FT, Set Schedules, Task Oriented, Onsite, Policies re: PTO and time away from the office.
CHANGE Physical Plant Facilities are currently bricks and mortar. Dark, structured, accessibility inconvenient, single use, modular furniture
THE TIME IS NOW TO STEP INTO THE FUTURE • Listen to your customers ~ ask for their help • Listen to your staff ~ ask for their help • Listen to your providers ~ ask for their help • Watch other industries (things you do every day ~ Grocery shopping, pharmacy, gas station, etc.) • Get involved in Social Media and understand the trends • Do your research and talk to other industry leaders • Listen to your GUT ~ it’s always right
THANK YOU FOR BEING PART OF THIS INCREDIBLE JOURNEY
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