our epic conversion florence davis director, patient access children’s healthcare of atlanta
TRANSCRIPT
Our EPIC Conversion
Florence Davis
Director, Patient Access
Children’s Healthcare of Atlanta
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Children’s Healthcare of Atlanta
489 Bed 600,000 Patient Visits 3 Hospital Campuses 4 Immediate Care Centers 13 Neighborhood Centers
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Patient Access Department
Functional Areas
• Scheduling
• Order Management
• Pre-Registration
• Insurance Verification/Authorization
• Financial Counseling/Charity
• Registration
300 Access Staff
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Why Do We Care?
Our mission: To enhance the lives of children through excellence in patient care, research and education.
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Lessons Learned
It’s a Girl!!!
Not a Boy!!!
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Lesson Learned 1:Be Prepared for Surprises!!
Coverage Conversion
Guarantor Conversion
Security Access
• Access to Delete/Term/Update Coverage
• Access to Event Management
Hardwiring Required Data Elements
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Lessons Learned 2: Key Workflows
Out Patient Verification Workflow
• Reports vs. WQ
• Benefit Page vs. Forms
• Referrals Coverage Management
• Attach to Hospital Account and Guarantor Account
• Subscriber Relationship to Patient
• Benefit Management (Retro Adjudication) Effective Date of Coverages
Bedded Patients vs. Inpatient Cash Drawer
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Lessons Learned 3: Training Strategy
Technical Training vs. Operational Training
• COB
• Billing indicators
Skill Sets of Super Users
Report Crosswalk
Coverage Crosswalk
Workqueue Management
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Lesson Learned 4:EPIC is One System!
Create a change control process
Changes to one team’s workflow, will affect another team’s!
Changes made to data in one module will affect data in another module!
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Key Success Factors
Change Management
• Communication PlanEmployee: Video/NewsletterCommunity PhysiciansParents
• Leader EngagementRisk Assessment for DepartmentLead Sub Teams
Define Project Goals/Scope
• Project Design Teams
• Outliers Standardization
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Key Success Factors Cont’d
ID Resources
• SMEs (Knowledge Experts)
• Roles & Responsibilities Created/updated Policies
• Guarantor
• Account Management
• Point of Service & Refunds
• Self Pay HR impact
• Job Description Changes
• Job Grade
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Outcome
EPIC has enabled us to:
Improve Efficiencies
• Standardization
• Hardwiring Processes
• Accountability
Streamline Front End Processes
• “Schegistration”
Reports (Trending & Decision Making)