This session explores the impact of new electronic prior authorization regulatory requirements on healthcare providers. We will detail key considerations to support implementation and integration into existing workflows. Attendees will gain insight into how patient access professionals can benefit from prior authorization automation and how they can influence technology implementations from health plans and vendor partners. Join us to get a comprehensive understanding of CMS 0057-F and what it means for your organization.

Presented by: Tami Bishop | Operations Manager | OhioHealth 

This session will discuss how to implement and utilize Remote Registration to decrease OT, support volume surges and be cost effective with current staffing availability.  Both onsite and in a Work from Home setting.

Audience Level: Intermediate, Beginner

This provides one (1) NAHAM-approved contact hour.

Presented by: Steven Cordero-Wade, RHIT, CCS | Director, Patient Access | Redlands Community Hospital

Co-Presenter: Megan Pruente, MPA, RHIA  | Person Identity Management IT Director | Banner Health

Co-Presenter: Roberta Baranda | Director, Health Information Access | Valley Children's Healthcare

 This session emphasizes the importance of collaboration between Patient Access teams and Health Informatics professionals to ensure the accurate capture of patient demographic information during registration and check-in. By working together, both teams can enhance patient matching and improve overall data integrity, setting the foundation for seamless care coordination and better patient outcomes.  We will review the landscape of patient/person matching, focusing on data quality, challenges like telehealth and self-registration, and the need for improved standards using national standards as recommended by the American Health Information Management Association (AHIMA). The group will be briefed on Congress's MATCH IT Act 2024 to bring the country to national standards. The session will also cover best practices for handling challenging use cases, such as mergers and acquisitions, self-scheduling, and capturing unique or uncommon demographic data. Collaboration between Health Informatics Professionals and Patient Access teams will be emphasized, highlighting how working together can create better tools and processes to ensure patients receive high-quality, accurate care on the correct record. We also dive into industry hot topics and outline the relevancy of standardization in areas such as AI in patient matching, the use of biometrics, Health Information Exchanges (e.g. Social Security Exchange, State HIEs, etc), and interoperability initiatives like TEFCA.eady to navigate this delicate balance between AI efficiency and human touch? Join us as we explore the future of language services together. 

Audience Level: Intermediate

This provides one (1) NAHAM-approved contact hour.

Presented by: Kendra Ask-Carlson, M.S. | Operations Manager | Mayo Clinic 

Explore the journey taken to remove scheduling silos and the resulting efficiencies in workload management.  Discover the benefits cross coverage has on metrics, morale, and the subsequent benefits this work has in automation preparedness.  Discuss strategy with a diverse team of leaders with access, data analytics, project management, communication, and operations expertise.  Educating scheduling staff, sharing regular updates, and providing consistent recognition encourage frontline workforce support and outcomes.

Audience Level: Intermediate

This provides one (1) NAHAM-approved contact hour.

Presented by: Charnese Mosley | MD Anderson Cancer Center

Have you ever considered how to optimize training and education during onboarding of new access teammates and how to better maintain critical skills and competencies to be successful in their roles? We did, and created a simulation lab where different scenarios are being utilized, which expose our team members to situations, they face on a daily basis reflecting interactions with patients, colleagues and clinical teams.

Audience Level: Beginner

This provides one (1) NAHAM-approved contact hour.

Presented by: Neha Sarkar, MBBS | Director Training and Quality | Rush University Medical Center

This presentation will focus on how the RUSH Access Center resolved the critical challenge of lacking a centralized and standardized repository for knowledge articles. We will explore the knowledge management gaps we encountered, the significance of addressing these issues, and our journey toward implementing an innovative solution that meets our current needs.

Attendees will be guided through the transformation from manual processes, such as physical binders and post-it notes, to more structured Excel sheets and Word documents, and finally to a fully integrated digital system. The presentation will highlight the vendor evaluation process, our initial selection of a partner, and the subsequent pivot to a different solution that better aligned with our goals. Our current solution unifies the knowledge base, telephone system, and CRM, providing agents with quick, streamlined access to all essential information in one platform.

This session will include a live demonstration of the solution, covering the implementation process, our approach to process improvement, and the change management strategy we employed. We will also discuss what it takes to maintain the knowledge base over time, as well as the measurable improvements in service levels, agent productivity, and patient experience. By the end of the session, attendees will gain practical insights into the benefits of a unified platform, key lessons learned, and steps for further optimizing knowledge management.

Audience Level: Advanced, Intermediate, Beginner

This provides one (1) NAHAM-approved contact hour.

Presented by: Elizabeth Reason, MSA, CHAM, CHAA | Patient Access Director | UMH-Sparrow

Join Elizabeth as she shares her health systems journey to reduce authorization denials and adjustments by engaging revenue cycle, clinical team members, and IT in root cause analysis and process improvement.  

Audience Level: Intermediate

This provides one (1) NAHAM-approved contact hour.

Presented by: Kristin Settipane Rohr, BS, CHAM, CRCR | Director, PAS | Banner Health

Co-presenter: Tina Rodriguez | Senior Manager, PAS | Banner Health

Learn about our journey hitting rock bottom and re-building our team to be strong again. I transferred laterally to a new facility at the end of Covid, meanwhile all of the remaining long term leaders at my new facility left the organization. The employee survey was pointed to me directly and I was a 'bottom leader.' We worked to implement process changes, structure, engagement & fun. By being intentional with our actions, we have turned the results around and now have a highly engaged, high performing team. We will be vulnerable and will share how this was hard to overcome, but how we did it. 

Audience Level: Intermediate, Beginner

This provides one (1) NAHAM-approved contact hour.

Presented by: Keri Johnson, CRCR | Patient Access Communication Coordinator / Supervisor | Ohio Health

With technology ever expanding and patients wanting more control over their personal information and healthcare, Welcome Stations were introduced. This option provides a solution that allows the patient to self-check in for their scheduled appointments, empowering them to manage their healthcare appointment, visits, and finances. In conducting a patient focus group, patients asked for more self-service options and more automation, and Welcome gave them what they asked for.

Audience Level: Intermediate

This provides one (1) NAHAM-approved contact hour.

Presented by: Nick McLaughlin | Founder and CEO | BreezHealth

Co-presenter: Missy Surlea, CRCR, CPAS | Director, Patient Access | Augusta Health

This session will share how Augusta Health, a sole community hospital in Virginia's Shenandoah Valley, goes the extra mile to promote their Financial Assistance Program as a means to minimize uncompensated care, get uncollectible accounts out of bad debt, and most importantly ensure that patients know they can come receive care at Augusta regardless of their ability to pay. The presenters will highlight how Augusta's Mission and Vision drive the initiatives they take on as an organization, changes they've made to their Financial Assistance Policy and procedures, how they offer online FAP self-screening throughout the care continuum, and how these efforts are bearing fruit for their patients and their organization. 

Audience Level: Advanced, Intermediate, Beginner

This provides one (1) NAHAM-approved contact hour.