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

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Championship Revenue Cycle: Passion & Purpose

Implementing Work From Home in the Revenue Cycle

Friday, January 19th, 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,
• perated, 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

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Championship Revenue Cycle: Passion & Purpose

Revenue Cycle Employees

Championship Revenue Cycle: Passion & Purpose

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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

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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
• nsite 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

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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.

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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

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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

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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.

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Championship Revenue Cycle: Passion & Purpose

Platforms for Growth

Championship Revenue Cycle: Passion & Purpose

Virtual Coaching/Corrective Action

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Championship Revenue Cycle: Passion & Purpose

HR Required Attached Acknowledgement Form

Championship Revenue Cycle: Passion & Purpose

Virtual Staff Meetings

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Championship Revenue Cycle: Passion & Purpose

Additional Skype Features

Championship Revenue Cycle: Passion & Purpose

Teleworking Performance Measurements

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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%

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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

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Championship Revenue Cycle: Passion & Purpose

Questions?

Patti Consolver – patriciaconsolver@texashealth.org