Patient Access: The helm of the revenue cycle

educationalconference & exposition

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Join us at NaHam’s 38th annual Educational Conference and Exposition, may 8 – 11, 2012 in San Diego, California! NAHAM’s annual conference is the premier educational event in patient access services, providing the latest information on a variety of topics critical to the important role of patient access services in healthcare.

We are proud to present two dynamic keynote speakers and more than 25 learning labs on a range of timely and important topics essential to patient access services. Our 38th Annual Educational Conference & Exposition also features poster presentations, pre-conference symposia including NAHAM University and an entire symposium dedicated to customer service, and top suppliers ready to share all of the latest products and services important to patient access services in our Access Solutions Marketplace.

Attendees will have many valuable opportunities to network and exchange ideas and information with colleagues. The pre-conference sessions, regional meetings, first-timer’s orientation, opening reception, and the many learning labs are all great opportunities to interact with colleagues and increase your knowledge in the areas essential to patient access services.

San Diego is a great tourist destination and a wonderful place to bring the whole family. The Manchester Grand Hyatt is located right on San Diego Bay and offers a spectacular waterfront setting with shopping, dining, and entertainment venues. The hotel is just three miles from San Diego International Airport and centrally located with accessible access to all area attractions such as SeaWorld, San Diego Zoo, Seaport Village, Balboa Park, The Midway Museum and the Gaslamp Quarter. Make plans to bring your family and combine the 38th NAHAM Annual Educational Conference & Exposition with an exciting vacation!

Patient access – the helm of the revenue cycle

Contact Hours: Twenty two (22) contact hours are available at the 38th Annual Conference.

Registered nurse attendees seeking nursing contact hours through this conference must note this on the registration form and pay the $25 fee.

Table of Contents

It’s a Green Conference!To conserve valuable natural resources, workshop session materials will be accessible to all conference registrants via www.naham.org/conference from April 1 to July 1, 2012. Registrants paid in full will be provided instructions to access speaker presentations that they may download and print. Our conference materials will use recycled paper and attendees will have access to the hotel’s recycling systems.

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Tuesday, may 88:30 a.m. – 12:30 p.m.NAHAM Board of Directors Meeting

8:30 a.m. – 9:00 a.m.CHAM and CHAA Examination Registration

9:00 a.m. – 11:30 a.m.CHAM and CHAA Examinations

12:00 p.m. – 2:30 p.m.NAHAM University

2:45 p.m. – 5:00 p.m.Customer Service Symposium

5:15 p.m. – 6:15 p.m.NAHAM Regional Meetings

Wednesday, may 96:30 a.m. – 7:30 a.m.Wake-Up Walk

7:45 a.m. – 8:45 a.m.First-Time Attendee and New Member Breakfast

9:00 a.m. – 11:00 a.m.Opening General Session: Ian Morrison

11:00 a.m. – 11:30 a.m.Beverage Break & Poster Presentations Attended by Authors

11:45 a.m. – 1:00 p.m.Learning Lab Series I**

1:15 p.m. – 2:30 p.m.Industry-Sponsored Symposia

2:45 p.m. – 4:00 p.m.Learning Lab Series II**

4:15 p.m. – 5:15 p.m.NAHAM Committee Meetings

4:45 p.m. – 6:00 p.m.Stress-Free Zone

6:00 p.m. – 8:30 p.m.Opening Welcome Reception

schedule-at-a-glance* *Preliminary – subject to change

**These Learning Labs provide nursing continuing education contact hours and NAHAM contact hours

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Thursday, may 106:30 a.m. – 7:30 a.m.Wake-Up Walk

7:30 a.m. – 8:45 a.m.Industry-Sponsored Symposia

9:00 a.m. – 10:15 a.m.General Session

10:30 a.m. – 11:45 a.m.Learning Lab Series III**

11:45 a.m. – 2:00 p.m.Lunch in the Exhibit Hall/Meet the Vendors

2:15 p.m. – 3:30 p.m.Learning Lab Series IV**

3:45 p.m. – 5:00 p.m.Industry-Sponsored Symposia

5:30 p.m. – 7:00 p.m.Pacific Sunset Reception

friday, may 116:30 a.m. – 7:30 a.m.Wake-Up Walk

7:30 a.m. – 9:30 a.m.Breakfast in Exhibit Hall/Raffles

9:45 a.m. – 11:00 a.m.Learning Lab Series V**

11:15 a.m. – 12:30 p.m.Closing General Session: Joe Tye

12:45 p.m. – 3:00 p.m.NAHAM Board Meeting

schedule-at-a-glance* *Preliminary – subject to change

**These Learning Labs provide nursing continuing education contact hours and NAHAM contact hours

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NaHam UniversityTuesday, may 812:00 p.m. – 2:30 p.m.

For participants from both academic and non-academic healthcare facilities!

Kick off your conference experience by participating in NAHAM University to engage in lively, dynamic discussions with your peers on wide-ranging topics suggested by participants during pre-session planning. This course is guaranteed to generate stimulating conversation and provides an unsurpassed platform to discover solutions to the issues facing participants’ facilities.

Designed for patient access managers in both academic and non-academic healthcare facilities, NAHAM University is a unique forum that provides multiple perspectives on hot issues and will prepare you to return to your hospital with great ideas to drive improvements in key areas.

The curriculum at NAHAM University is up to you! Individuals who pre-register will be contacted before the conference by Pete Kraus, Business Analyst at Emory University, to determine the issues important to your role at your hospital and the questions you want to ask. Attending NAHAM University qualifies you for 2.5 NAHAM contact hours, so register today and prepare for a great collaborative learning opportunity.

Separate registration fee applies. Lunch is included and will be provided starting at 11:30 a.m.

Customer Service SymposiumTuesday, may 82:45 p.m. – 5:00 p.m.

This special pre-conference symposium brings together thought leaders from a variety of perspectives to examine the challenges and opportunities related to customer service. We have assembled the top-ranked presenters from the learning lab submissions to provide you with this opportunity to hear multiple viewpoints and ask questions that will help you improve customer service at your hospital.

Pre-conference symposia

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opening General Session: Ian morrison Sponsored by SCI Solutions, Inc.

Wednesday, may 99:00 a.m. – 11:00 a.m.

Ian is an internationally-known author, consultant, and futurist specializing in long-term forecasting and planning with particular emphasis on healthcare. He combines research and consulting skills with an incisive Scottish wit to help public and private organizations plan their longer-term future. Ian has written, lectured, and consulted on a wide variety of healthcare topics for government, industry, and a variety of nonprofit organizations in North America, Europe, and Asia. Ian is the author of Leading Change in Health Care: Building a Viable System for Today and Tomorrow (AHA Press/Health Forum, 2011), and Healthcare in the New Millennium: Vision, Values and Leadership (Jossey-Bass, 2002).

Closing General Session: Joe Tye

friday, may 1111:15 a.m. – 12:30 p.m.

Joe is CEO and Head Coach of Values Coach Inc., which provides consulting, training and coaching on values-based life and leadership skills. Values Coach clients include hospitals, corporations, and nonprofit organizations across North America. Joe is the author or co-author of nine books and is a powerful and effective speaker on the topics of values, leadership, and personal motivation. Prior to founding Values Coach in 1994 he served as chief operating officer for a large community teaching hospital. During his healthcare career he helped establish one of the nation’s most comprehensive emergency medical services programs at the University of Iowa Hospitals and Clinics, and was first president of the Association of Air Medical Services.

Keynote Presentations

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concurrent learning lab series

The 38th annual Educational Conference and Exposition features five Concurrent Learning Lab series with 25 workshops covering a diverse array of topics.

Wednesday, May 911:45 a.m. – 1:00 p.m.

Wednesday, May 92:45 p.m. – 4:00 p.m.

Thursday, May 1010:30 a.m. – 11:45 a.m.

Thursday, May 102:15 p.m. – 3:30 p.m.

Friday, May 119:45 a.m. – 11:00 a.m.

Revenue Cycle Health Check-Up: Learning & Performance Support at its Finest

Best Practice Roadmap to Enhance Revenue Cycle Performance

Building an Automated Financial Clearance Process

Access Managers: Your Front Door includes the ED!

Community Benefit: Raising the Bar Through People, Partnerships, and Technology

A 360-Degree Look at Patient Access

Creating a Culture of Communication & Maximizing Efficiency in Patient Flow

Creating a Positive Patient-Experience-Driven Culture

Bridging the Gap Between Patient Access and Patient Financial Services

Developing a Multi-faceted Training Program

Centralizing Patient Access Functions (and making sure it all gets done!): The Mercy Health Experience

How to Make Your Revenue Cycle an Enhancement to the “Total Patient Experience”

Denial Management: Closing the Door on Unnecessary Write-offs

Mastering Modular Madness

Medicare Secondary Payer—Clearing the Hurdles of Compliance

Schegistration: A Patient-Focused Approach

The Evolution of the RAVE (Referral, Authorization, Verification, Eligibility) Department

Manage Your Message: Improve Patient Experience with Better Communication

Medicaid Management — Proactive Approaches to Upcoming Medicaid Changes

Patient Access Intake Center: Five Years in the Making

The Patient Experience: Changing the Culture

Toss the Anchors Away—Team Members Navigate Orlando Health Process Improvements

Patient Access: The Quest for Greatness

Spontaneous Combustion: Making and Sustaining Change in Patient Access

That Thing You Do

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Learning Lab Series IWednesday, May 911:45 a.m. – 1:00 p.m.

Revenue Cycle Health Check-Up: Learning & Performance Support at its FinestAreas of Focus: A, E, F, H John Woerly, MSA, RHIA, CHAM, FHAM, Accenture, Chicago, IL

Learn how to establish an effective learning and performance support program, including training, quality assurance and performance metrics and monitoring. The presentation will provide a framework for understanding today’s financial, strategic, and operational challenges to the healthcare revenue cycle.

A 360-Degree Look at Patient AccessAreas of Focus: A, B, G, H Rodney Adams, BS, Maury Regional Medical Center, Columbia, TN

Explore various functions of Patient Access and how process improvement and Patient Access software can improve your revenue cycle. Topics include customer service, scheduling, pre-registration, insurance verification, pre-certification, POS collections and patient estimates, registration QA, and other “out-of-the-box” concepts, all of which assist in improving your revenue cycle’s overall effectiveness.

Centralizing Patient Access Functions (and making sure it all gets done!): The Mercy Health ExperienceAreas of Focus: A, B, C, F Lincoln Fish, MBA, Benchmark Revenue Management, San Diego, CA Emily Seitz, Mercy Health, Cincinnati, OH

Mercy Health, in Cincinnati, OH, centralized patient access functionality for their seven hospitals. Learn from their experiences and delve into issues of process, workflow, and the challenges of training and aggregating a large team with diverse styles. For anyone looking at centralizing, or just taking a new look at their current patient access process, this will be an interesting and thought-provoking experience. Schegistration: A Patient Focused ApproachAreas of Focus: A, C, E, H Cathy Gragg, CHAM, Tucson Medical Center, Tucson, AZ

Learn from one organization’s tactic of combining scheduling and registration at the point of contact, improving throughput as well as patient satisifaction.

The Patient Experience: Changing the CultureAreas of Focus: B, C, E, F Patricia Ledbetter, CHAM, BA, TMC Healthcare, Tucson, AZ

Institutional culture is part of what makes every organization unique. This presentation focuses on one organization’s approach to improving the total patient experience by changing the culture, resulting in a positive impact on hospital HCAHPS scores.

concurrent learning lab series scheduleareas of focusA. Revenue Cycle B. Managing Employees C. Customer Service D. Regulatory Issues E. Future Trends F. Quality G. Leadership H. Process Improvement I. Developing Career Ladders J. Special Interest

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Learning Lab Series IIWednesday, May 92:45 p.m. – 4:00 p.m.

Best Practice Roadmap to Enhance Revenue Cycle PerformanceAreas of Focus: A, G, H Scott Phillips, CHAM, Texas Health Dallas, Dallas, TX Patti Consolver, CHAM, Texas Health Resources, Arlington, TX

Learn to create an effective revenue cycle structure that is held accountable for reporting and measuring results on a regular basis. Broaden ownership to support revenue cycle goals and identify revenue cycle improvement strategies.

Creating a Culture of Communication & Maximizing Efficiency in Patient FlowAreas of Focus: A, C, D, E, F, G, H Daniel Nickerson, BA, Willis Knighton Health System Craig Walker, BS, MBA, Texas Instruments, PAS

This session will discuss empowering performance, leadership, patient outcomes and clinical quality, accreditation and regulatory success, staff and physician satisfaction, patient safety, decision making, and all the financial benefits of our performance improvement initiative. It will focus on improving patient flow through better communication, education and re-education, increased automation, multi-department involvement, data-driven decision making, and clear visuals.

How to Make Your Revenue Cycle an Enhancement to the “Total Patient Experience” Areas of Focus: A, C, F, H Scott Morgan, BA, Avadyne Health, Moline, IL

Understand the importance of revenue cycle customer touch-points and how to use these interactions to enhance employee satisfaction as well as drive customer loyalty. This session will introduce a proven customer service model called S.C.O.R.E. and a case study from a multi-entity provider, with actual patient testimonials played during the session.

The Evolution of the RAVE (Referral, Authorization, Verification, Eligibility) DepartmentAreas of Focus: A, E, H Tobi Knight, CHAM, Children’s Hospital Colorado, Aurora, CO Berj Ermoyan,

Learn how the Children’s Hospital Colorado successfully created a centralized insurance verification department.

Toss the Anchors Away—Team Members Navigate Orlando Health Process ImprovementsAreas of Focus: HMary Ellen Daley, MHA, CHAM, Orlando Health, Orlando, FL Ruthy Felipa-Daley, Orlando Health, Orlando, FL

In the extremely competitive field of health care, the success of an organization is dependent on its ability to meet the ever-changing needs of the customers and communities served. Learn how Orlando Health created a system-wide “Process Improvement Team” that engages and empowers team members to challenge themselves to improvement every day.

concurrent learning lab series schedule (continued)

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Learning Lab Series IIIThursday, May 1010:30 a.m. – 11:45 a.m.

Building an Automated Financial Clearance ProcessAreas of Focus: ANiobis Queiro, MBA, Hartford Healthcare Corporation, Hartford, CT

This session explores Hartford’s journey from a manual patient access process across five hospitals to the standardization and automation of the financial clearance process. It will cover ways Hartford approached challenges to verifying patient identity, prioritizing accounts, authorizations, and collections. Specific examples will be provided on eliminating waste and ensuring accuracy, all while increasing POS collections.

Creating a Positive Patient-Experience-Driven CultureAreas of Focus: C, E, H Melissa Taylor, MBA, Cleveland Clinic, Cleveland, OH

At the Cleveland Clinic, Patient Access and clinical departments partnered to improve patient satisfaction scores. Using a real-time patient flow dashboard to improve the patient experience, leaders were able to monitor and manage patient flow, adjust staffing, keep patients informed, and perform just-in-time service recovery when necessary.

Denial Management: Closing the Door on Unnecessary Write-offsAreas of Focus: ARebecca Kidder, RN, CS-P, MedAssets, Atlanta, GA

This presentation will identify issues that lead to denials, including the upcoming transition to ICD-10. Learn tips and proactive steps for reducing and managing denials, including development of a pre-encounter unit to screen for medical necessity issues.

Manage Your Message: Improve Patient Experience with Better CommunicationAreas of Focus: C, FMichelle Fox, MBA, MHA, CHAM, Health First, Inc., Rockledge, FL

In this session, Health First, Inc. will share its methods for managing its message to patients. Whether at scheduling, registration, financial counseling, or at the bedside, conversations are monitored for QA, training, and service recovery. Attendees will receive tips and tools to improve the patient experience by ensuring clear, accurate communication from the front line.

Patient Access: The Quest for GreatnessAreas of Focus: A, B, C, F, G, H Elizabeth Hand, BS, ML, CHAM, INTEGRIS Health, Oklahoma City, OK Amber Harris, BSBA, CHAM (System Director of Patient Access), BSBA, CHAM, INTEGRIS Health, Oklahoma City, OK

How can we change the perception of Patient Access as a profession? This session will answer that question by highlighting specific areas of focus, such as leadership, past and current roles of patient access (and how this impacts applicants), new employee onboarding, continuing education and development of seasoned employees, and building succession and developing leaders from within Patient Access departments.

concurrent learning lab series schedule (continued)

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Learning Lab Series IVThursday, May 102:15 p.m. – 3:30 p.m.

Access Managers: Your Front Door includes the ED!Areas of Focus: A, C, E Patricia Fletcher, CHAM, SCI Solutions, Campbell, CA Amy Drier, MBA, SCI Solutions, Campbell, CA

As the industry prepares for the passing of the Healthcare Reform Bill, and 33 million additional patients with health benefits, Access Managers will need to look beyond their current toolset and use next-generation tools and techniques. This presentation will discuss these new tools by examining case studies of hospitals that are ahead of the curve with next-generation tools already implemented at their facilities.

Bridging the Gap Between Patient Access and PFSAreas of Focus: ALynn Otani, BS, CHAM, Lynn Otani Consulting, Inc., Los Angeles, CA Julie Waddell Kay, MedAssets, Atlanta, GA

Learn about common communication barriers between Patient Access and Patient Financial Services departments and recommendations to bridge the gap. This presentation will also cover appropriate communication channels to use between the two departments as well as processes for each type of communication method.

Mastering Modular MadnessAreas of Focus: A, F, H Brandon Lowham, MPH, CHAA, Children’s Hospital Colorado, Aurora, CO This session will use Childrens Hospital Colorado to demonstrate the positive outcomes of creating a better defined, more robust training across the Patient Access spectrum.

Medicaid Management - Proactive Approaches to the Upcoming Medicaid ChangesAreas of Focus: A, C, G, H Stacy Calvaruso, CHAM, Ochsner Health System, New Orleans, LA

Discuss key steps that can be taken to address the Patient Protection and Affordable Care Act (PPACA), such as developing or expanding your Medicaid application centers, developing a specialized Medicaid authorization task force team, and drilling down into service line analytics based on Medicaid payor designation while examining specific metrics that should be monitored to ensure awareness of an organization’s exposure.

Spontaneous Combustion: Making and Sustaining Change in Patient AccessAreas of Focus: HDebi Stolic, CHAM, Bethesda Healthcare System, Boynton Beach, FL Anne Habib, MBA., Innoflo, Inc., Wayne, PA

Transform your organization and foster a culture of continuous improvement while eliminating waste within your processes. Learn how to reduce your cycle time and the touch points within your organization all while improving communications and making data-driven decisions. Combine strategic thinking with hands-on application of change management to improve your processes through disciplined, repeatable and predictable processes.

concurrent learning lab series schedule (continued)

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Learning Lab Series VFriday, May 119:45 a.m. – 11:00 a.m.

Community Benefit: Raising the Bar Through People, Partnerships, and TechnologyAreas of Focus: AApril Langford, MBA, CPA, University of Pittsburgh Medical Center, Pittsburgh, PA Julie Waddell Kay, MedAssets, Atlanta, GA

The University of Pittsburgh Medical Center has increased financial assistance by more than 80 percent in the past year. Find out how they did it, and how creative programs utilizing technology, empowering people, and challenging vendors have proven to be effective in giving back to the community as well as employees and vendor partnerships.

Developing a Multi-faceted Training ProgramAreas of Focus: A, B, C, E, F, G, H, I Cynthia Etten, CHAM, University of Toledo Medical Center, Toledo, OH

Learn to develop a robust training and development program to improve employees’ Patient Access skillset, meet regulatory requirements, provide for advancement of industry changes and hurdles, and support ongoing employee engagement for improved retention, productivity, and insight.

Medicare Secondary Payer, Clearing the Hurdles of ComplianceAreas of Focus: A, C, G, H Kevin Willis, Claim Services Inc., Naperville, IL

Hear plain-language explanations of appropriate approaches to common and not-so-common Medicare registration scenarios, as well as common pitfalls and how to avoid them. Explore the many misconceptions regarding accidents and liability cases, the provider’s duty to investigate, the need to properly document, and the consequences that face a provider who does not do so.

Patient Access Intake Center: Five Years in the MakingAreas of Focus: A, B, H Lynn Arrington, CHAM, Texas Health Resources, Arlington, TX Alyssa Corallo, CHAM, Texas Health Resources, Arlington, TX

Looking to centralize the areas of pre-registration and insurance verification? The Patient Access Intake Center is a centralized department that does just that. Learn from their experiences and hear details about their journey over the past five years.

That Thing You DoAreas of Focus: C, H Maureen Bottom, CHAM, Texas Health Resources Harris Methodist Southwest, Fort Worth, TX

Learn simple ways you can help move your organization into the 90th percentile range of Press-Ganey Survey on patient satisfaction results.

concurrent learning lab series schedule (continued)

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conference information

General Information

Learning LabsSelect from a wide variety of learning labs (educational workshop sessions) presented by your fellow members and others on topics ranging from revenue cycle health, to patient access communications, to Medicaid management, and much more! These presentations are free of commercial bias and are monitored to assure compliance.

Industry-Sponsored SymposiaNAHAM has offered our business partners and other industry friends the opportunity to highlight their products and services, present data, and provide product demonstrations during industry-sponsored symposia. Speakers in these sessions are free to provide commercial presentations about their company’s products and services, present technology demos, and provide you the opportunity for hands-on testing of various applications. Industry-sponsored symposia will be held during lunch hours on Wednesday, May 9, breakfast on Thursday, May 10, and late afternoon on Thursday, May 11. Please check the final program for details.

access Solutions marketplace The NAHAM Access Solutions Marketplace continues to be the premier showcase for exhibitors to display their latest products and describe their services targeted to the needs of patient access services. This will be NAHAM’s largest Marketplace ever, and also will serve as the location for the opening welcome reception and other events. Meet with our vendors and return to your healthcare facility armed with solutions to improve operations and increase efficiency.

Special Events

NaHam Regional meetingsTuesday, may 85:15 p.m. – 6:15 p.m.

One of the most challenging aspects of participating in a large national conference is meeting fellow members and attendees from your area. To help facilitate this process, NAHAM will open this year’s conference with regional meetings. Each region’s delegate will lead a meeting for attendees from their respective geographic area to discuss regional issues, upcoming events and more. This is a great opportunity to meet your fellow conference participants and become more involved with NAHAM on a local level.

first Time attendee and New member Breakfast Sponsored by Cardon Healthcare

Wednesday, may 97:45 a.m. – 8:45 a.m.

Whether you are a new member or this is your first annual conference, start your conference experience at the First Time Attendee and New Member Breakfast, hosted by the NAHAM Board of Directors and the NAHAM Membership Committee. Enjoy continental breakfast during this prime opportunity to interact with your peers, make new friends, and participate in fun networking activities. This is the perfect opportunity to kick off your conference experience—we hope to see you there!

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conference information (continued)

Special Events (continued)

Stress free Zone Sponsored by SCI Solutions, Inc.

Wednesday, may 94:45 p.m. – 6:00 p.m.

Take a break and mingle with colleagues while taking this opportunity to get a free massage and relieve some stress!

opening Welcome Reception Sponsored by SCI Solutions, Inc.

Wednesday, may 96:00 p.m. – 8:30 p.m.

Join us at the Access Management Solutions Marketplace for the Opening Welcome Reception. Take this opportunity to meet with the exhibiting companies, reconnect with friends, and make new acquaintances. NAHAM will provide food and beverages, while you become acquainted with the vendors ready to show you the latest products and services related to patient access.

Pacific Sunset ReceptionThursday, may 105:30 p.m. – 7:00 p.m.

Join your colleagues on the pool deck at the Manchester Grand Hyatt to enjoy music, food, friends, and the spectacular sunset on San Diego Bay. Enjoy the reception before heading out to dinner with both old friends and new connections.

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Discounted Pre-RegistrationsAttendees who pre-register on or before March 2, 2012 (postmark date) qualify for the discounted rate. Fees increase after March 2, 2012.

CancellationsCancellations must be received in writing and postmarked on or before April 4, 2012. No refunds can be made for cancellations received after April 4. Please fax cancellation requests to the attention of NAHAM Registration at (202) 367-2173 and retain a copy of your successful fax transmission report. NAHAM will refund registration fees paid, less a $50 administrative fee for each cancellation received by this date. Substitutions may be made at any time, but must be submitted in writing.

Special NeedsAll conference facilities are accessible to persons with disabilities. NAHAM will work with conference participants to assist in the accommodation of special needs. In order for NAHAM to be of assistance, persons with disabilities who require special assistance, or who need specially-equipped hotel rooms, must advise both NAHAM and their hotel in writing no later than March 16, 2012.

Your request should include complete contact information, including a daytime phone number and e-mail address. All requests must be sent to info@naham.org or faxed to (202) 367-2125.

NAHAM will attempt to respond to requests received after the March 16, 2012 deadline, but any accommodation requested after this date will be at the requester’s sole expense.

Conference attireAttire at the NAHAM conference is business casual. Temperatures in hotel meeting rooms vary and are sometimes difficult to adjust. We recommend that you bring a sweater or jacket so that you can be most comfortable.

registration information

Register online today at www.naham.org/conferenceRegistrations cannot be processed without full payment. Full registration with appropriate payment grants registrants access to all sessions, meetings, meal functions, and social events.

One-day registration is also available; however, attendees wishing to register for two or more days are required to register at the prevailing full conference rate.

A check, money order, or credit card information must accompany all registrations. If faxing your registration form with credit card, please do not additionally mail the original as this may result in duplicate charges to your credit card. It is strongly recommended that you make a copy of your completed registration form for your records.

Qualifying group registrations will receive a 10 percent registration discount. For group registration discounts, please complete the group registration form.

For questions related to registration, please call (202) 367-1173 or e-mail registration@naham.org.

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contact hour information

Nursing Contact Hour InformationTarget Audience:Nurses and non-clinical administration working in patient access departments. Target audience was determined through an annual needs assessment. Additionally, management and attendees at past conferences have requested this training event. Finally, trends in literature and healthcare policy align with the learning needs of nurses and non-clinical professionals working in patient access services.

Conference Objectives:The participant will be able to:

1. Discuss ideas, experiences, concerns, and approaches to process improvement.

2. Practice Access Services leadership talents, skills, and abilities;

3. Describe new and different approaches to PAS within the rapidly-changing healthcare environment; and

4. Evaluate trends in PAS for their relevance to the future professional role and practice of Access Manager.

Regarding Nursing Contact HoursParticipants must have paid the tuition fee and completed an online Attendance/Evaluation form in order to receive a continuing education certificate. Participants not fulfilling these requirements will not receive a certificate. Failure to complete the online Attendance/Evaluation form will result in forfeiture of credit for the entire conference. No exceptions will be made. Partial credit of individual sessions is not available. Certificates are available immediately after completing the online form.

Nurses: IAHB is an approved provider of continuing nursing education by the Utah Nurses Association, an accredited Approver by the American Nurses Credentialing Center’s Commission on Accreditation. Provider Code P09-03.

This activity offers a maximum of 6.25 continuing education contact hours.

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accommodations: manchester Grand Hyatt San DiegoManchester Grand Hyatt San Diego One Market Place San Diego, California, USA 92101

A picturesque retreat, ideally situated on San Diego Bay between the San Diego Convention Center and the city’s popular Seaport Village, this urban resort offers a spectacular waterfront setting with shopping, dining, and entertainment venues. Each guest room features the signature Hyatt Grand Bed and wireless high-speed Internet access (free for NAHAM conference attendees). Soak up the sun on a 25,000 square foot pool deck, complete with whirlpools, fire pit, and a sundeck overlooking the bay. Swim in the resort’s adult lap pool or head to the 80 miles of nearby beaches. The Manchester Grand Hyatt is just three miles from the San Diego International Airport and centrally located with access to all area attractions such as SeaWorld, San Diego Zoo, LegoLand, Balboa Park, The Midway Museum, and the Gaslamp Quarter.

Why you should stay at the Manchester Grand Hyatt San Diego:• Competitive Rates – Negotiated hotel rates tend to be

less expensive and restrictive than those found on the Internet, which sometimes require full payment at the time of booking. Our group rate includes wireless high-speed Internet for NAHAM attendees — a $9.95 savings per night.

• Convenience – All conference events are held in the hotel, and there are multiple dining options available on site. You will be able to easily network with other attendees and get easily to and from sessions.

• Help Keep Costs Down – Based on the number of rooms booked in NAHAM’s block of rooms, the hotel provides complimentary or reduced rates for meeting room space, staff accommodations, and food and beverage charges. These savings are passed onto attendees and exhibitors through reasonably priced exhibit and registration fees.

hotel and travel information

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Hotel Reservation InformationAttendees are responsible for making their own room reservations directly with the Manchester Grand Hyatt San Diego. We recommend making your reservations for accommodations early to guarantee your room at NAHAM’s negotiated discounted rates.

Looking for a roommate to share a room with and split expenses? Log onto NAHAM’s Access Forum discussion boards and select the Annual Conference Roommate Board to post a message or reply to a message. Arrangement of room sharing is up to the individuals, and NAHAM is not involved in managing room sharing.

RatesThe per night rate is $195 single or double May 6 – 12, 2012. Note that rates are exclusive of sales and occupancy taxes. Wireless high-speed Internet is included in this rate for all NAHAM attendees who book in the housing block.

Reservations must be made on or before April 9, 2012. We are not able to guarantee that our block of rooms will not sell out prior to this date—therefore, early reservations are highly recommended.

You may reserve your accommodations online at www.naham.org/conference. There is a link to the online reservation form on the conference home page. There is also information on the conference home page if you would like to make your reservation by telephone.

When making reservations, be certain to mention the NAHAM 38th Annual Educational Conference & Exposition to receive the discounted conference rate.

air TravelNAHAM has chosen Tower Travel as the preferred travel agency for the annual conference. To book travel, contact Tower Travel today and receive NAHAM’s discounts on airfare and car rental rates.

Three Easy Ways to Book:• Call (888) 886-7656 or (630) 928-7144 from

7:00 a.m. – 10:00 p.m. Central Time, Monday through Friday. Mention that you are calling about the NAHAM 38th Annual Educational Conference and Exposition and Tower Travel will take care of the rest!

• Visit https://naham-towertravel.reardencommerce.com and click on “Create Account.” Enter the security key NAHAM489 along with the required information. You will then be able to make reservations.

• Email onlinesolutions@towertravel.com with your full name and e-mail address. Be sure to note that you are a NAHAM attendee. Mention that you are writing about the NAHAM 38th Annual Educational Conference and Exposition and Tower Travel will take care of the rest!

Important Information About Tower TravelAgents at Tower Travel are available to help book your reservations from 7:00 a.m. – 10:00 p.m. Central Time, Monday through Friday. After-hours emergency assistance is available for an additional fee should you need help after normal business hours.

When stranded at the airport due to severe weather, mechanical delays, or when needing an immediate change due to scheduling issues, Tower Travel is an indispensable ally. Your ticket will be issued and an e-mail will be sent confirming your itinerary. The price of your ticket, including the service fee, will be listed. Restrictions, fees, and cancellation penalties will apply.

Ground TransportationManchester Grand Hyatt San Diego is located three miles or 10 minutes from San Diego International Airport (SAN).

Taxi service is available to and from the airport for around $12 each way.

Parking at the Manchester Grand Hyatt is $36 per night valet, or $26 per night self-park.

hotel and travel information (continued)

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Patricia Consolver, CHAM Corporate Director Texas Health Resources Arlington, TX

Pam Carlisle, CHAMDirector, Patient AccessOhio Health Columbus, OH

Suzan Lennen, CHAMPatient Access ManagerSaint John’s Health System Anderson, IN

Paula Pruett, CHAMDirector, Ambulatory Pre-Arrival ServicesChildren’s Medical Center of Dallas Dallas, TX

Becky HolmanPatient Access ManagerSt. John’s Health System Springfield, MO

Stacy CollinsPatient Access DirectorEast Jefferson General Hospital Metairie, LA

Carmen Voelz, CHFP, CHAM, FHAMPerot Systems Corporation Brentwood, TN

Kandy Swanson, CHAMManager, AdmittingBaycare Health System: Morton Plan Hospital Clearwater, FL

Michelle GrayDirector, Patient Access Cincinnati Children’s Hospital Medical Center Cincinnati, OH

Laura GilmourSCI SolutionsLos Gatos, CA

Jo Ann TomesManager, AdmittingCincinnati Children’s Hospital Medical Center Cincinnati, OH

Terry ZimmermanPatient Access DirectorTexas Health Arlington Memorial Hospital Arlington, TX

Danielle Day, CHAMDirector of Patient AccessHCA West Hills Hospital and Medical Center West Hills, CA

Janet HildrethDirector of Patient FinanceNew York Presbyterian Hospital, Dept. of Psychiatry White Plains, NY

Pamela FiskumRegistration ManagerKadlec Medical Center Richland, WA

Ramon VelezAdmissions ManagerEmory University Hospital Atlanta, GA

Stacy CalvarusoDirector of Patient Access Services Ochsner Health System Gonzales, LA

Yvonne Chase, CHAM Section Head, Patient Access and Business Services Mayo Clinic Arizona Phoenix, AZ

Leslie WellsDirector, Patient AccessBayonne Medical Center Bayonne, NJ

Linda MackeySupervisor, Patient Access ServicesAkron Children’s Hospital Akron, OH

Rebecca Di Rocco, CHAMManager, Patient Access ServicesAkron Children’s Hospital Akron, OH

Shauna WardropCorporate Development Cardon Healthcare Salt Lake City, UT

Tammy StoneDirector Presbyterian Hospital of Denton Denton, TX

Holly Hiryak, RN, MNSc, CHAM Director, Hospital Admissions/Access Services University of Arkansas for Medical Sciences Little Rock, AR

Brenda Sauer, CHAMDirectorNew York Presbyterian Hospital New York, NY

2012 conference Program committee

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President Holly Hiryak, RN, MNSc, CHAM Director, Hospital Admissions/Access Services University of Arkansas for Medical Sciences Little Rock, AR

Vice President Jeff Brossard, CHAMPatient Access DirectorSt. John’s Hospital Springfield, MO

Immediate Past President and 2012 Conference Chair Patricia Consolver, CHAMCorporate Director Texas Health Resources Arlington, TX

Secretary Tammy StoneDirector Presbyterian Hospital of Denton Denton, TX

Treasurer Ed Spires, CHAMPatient Access ConsultantChesnee, SC

Certification Commission Chair Elizabeth Reason, CHAMPatient Access DirectorBay Regional Medical Center Bay City, MI

Membership Committee Chair Jeff Ferrell, CHAA, CHAM Manager, Patient Access ServicesHarris Methodist Fort Worth Hospital Fort Worth, TX

Policy Development/Government Relations Committee Chair Brenda Sauer, CHAMDirectorNew York Presbyterian Hospital New York, NY

Publications Committee Chair James Hicks, III, CHAA, CHAM, CAM, FHAMMedAssets Amelia Island, FL

Education Committee Chair Tammy Wood, CHAMPatient Access DirectorSkyRidge Medical Center Cleveland, TN

Special Projects Committee Chair Tony Lovett, CHAMProcess ManagerConifer Health Solutions Cypress, TX

Executive Delegate and Northeast Regional Delegate Catherine Pallozzi, CHAM Director, Patient AccessAlbany Medical Center Albany, NY

Midwest Regional Delegate Suzan Lennen, CHAMPatient Access Manager Saint John’s Health System Anderson, IN

Southeast Regional Delegate Paul Shorrosh, CHAMPresident Database Solutions, Inc. Mobile, AL

Southwest Regional Delegate Yvonne A. Chase, CHAMSection Head, Patient Access and Business Services Mayo Clinic Arizona Phoenix, AZ

Central Regional Delegate Rebecca Holman, CHAMPatient Access ManagerSt. John’s Health System Springfield, MO

Northwest Regional Delegate Donna Aasheim, CHAMDirector, Patient Access ServicesUniversity of Washington Medical Center Seattle, WA

Ex-Officio General CounselMichael J. Taubin, Esq.PartnerNixon Peabody LLP Jericho, NY

NAHAM AmbassadorMaxine Wilson, CHAM Clinton, TN

Executive Director Steven C. Kemp, CAENAHAM Headquarters Washington, DC

naham Board of directors

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May 15 – 18, 2013NaHam 39TH aNNUaL EDUCaTIoNaL conference & expositionh y a t t r e g e n c y a t l a n t a , a t l a n t a , g e o r g i a

May 13 – 16, 2014NaHam 40TH aNNUaL EDUCaTIoNaL conference & expositionW e s t i n d i P l o m a t r e s o r t & s P a , h o l ly W o o d , f l

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