About Children’s Hospital Colorado Private, not-for-profit pediatric healthcare network Obtained...
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About Children’s Hospital Colorado
Private, not-for-profit pediatric healthcare network Obtained Magnet status in 2006 In addition to one main campus facility
2 hospital locations within community hospitals 2 urgent care sites 1 urgent care site within another hospital 1 free standing surgery center 9 satellite specialty care centers
Level I trauma center Maternal fetal medicine program opened in March 2011 Ranked among top 10 children’s hospitals for over a decade
Statistics
318 licensed beds 499,525 annual outpatient clinic visits (2010)
Celebrating over 100 years of commitment to pediatric care!3
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Pre Modular Training Structure
• Three CAS Trainers for the organization dedicated to Main Admissions, ED, Urgent Care Registration, Check-in, Check-out, and Scheduling Roles.
CAS “Just in Time” Training• Centered around personal schedules• No consistent timeframes
Department “Star” Performers • One on One “Hands on” Training
No written outline of topics to work through Possibility of passing on “bad” habits
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Pre-Modular training
• Fire hose approach 40 hrs shadowing 3 days EHR training 40 more hours shadowing
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Results
• Poor registration quality• Duplicate guarantor/wrong guarantor• High duplicate MRN• Overlay Issues• Wrong coverage• High Denial • Rework of accounts from PFS and IV• Low employee satisfaction for
both new & establishedemployees
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Obvious Need for Change
• Brainstorming Started CAS Leadership Team PAS Leadership Team Ambulatory Services Leadership Team
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What Are Our Options?
• Maintain our current process• One-on-One Trainer Training • Computer Based Training• Instructor Lead Training• Inter-Department Training• Create a combination incorporating all of the above
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First Steps….
Create Focus Groups to find Best Practice
Admissions Group• PAS Leadership• Urgent Care Leadership• CAS Trainers
Ambulatory Group• Ambulatory Operation Managers• Business Operation Coordinators• CAS Trainers
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First Steps…
• Goals Increase New Hire Productivity, Confidence,
Quality Expand current employee training options Leverage CAS capabilities to provide blended
learning and more robust training opportunities Improve Employee, Patient and Provider
Satisfaction
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First Steps…
• Program Design Summary: Subdivide previous training into modules Delivery over 4-6 weeks in prescribed sequence via
• Self-paced assignments• Classroom Training• Department training
Provide foundational concepts in preparation for hands-on training
Builds in work assignments for reinforcement and productivity
Includes customized tracks for different roles
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Have the Work Tell Us What To Do
• Make process as user friendly as possible• Next Steps are obvious• Links to CBT Courses• Have training documents more easily accessible• Unsure Policy & Procedures are readily available
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Have the Work Tell Us What to Do
• Program Management Materials and Tools: CAS Epic Revenue Cycle Training Page
• Click a role for the Training Program• Use the links within the Training Program to access
Training Checklist for customized training management
Self-Paced Assignment Materials Classroom training enrollment information Contacts for training and security arrangements CHEX
Planet TCH>Quick Links>CAS/Epic Training>Epic Training>Revenue Cycle
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Have the Work Tell Us What to Do
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Outcomes
• Improve registration quality• Decrease in guarantor/wrong guarantor• Lower number of duplicate MRN created• Minimal Overlay• Increased accuracy with coverage assignment• Lower Denials • Less rework of accounts from PFS and IV• Higher employee satisfaction for
both new & establishedemployees
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Contact Information
Tobi Knight – 720-777-5688
Berj Ermoyan – 720-777-5690
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Questions?
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