Speaker(s):

Jessica Reis, Director, Patient Access Services, Corewell Health

Sarah Richards, Director, Patient Access Operations, Corewell Health

When planning Epic’s welcome implementation at 25+ locations in SE Michigan, we identified that the wrist-band process (application of paper bands) had to be transformed before we deployed self-service devices in scheduled outpatient areas. Providing patients with a seamless and touchless experience meant less registration ‘touches’: How could we execute a process where check-in is done on the kiosk/tablet, which then triggers a wristband to automatically print to unit and adhered by clinical teams?
 
Learning objectives: 

• Understanding the effective change management methods for high-impact change: What worked and what did not? 
• How to organize the work: How did project management framework help us execute the plan? 
• Understanding of Epic’s Welcome build: Highlighting that it is not always a ‘one size fits all’, and where we had to customize based on location. 
• Cross-functional team collaboration as this project involved facilities, Epic, technical field services (among others): explain to audience the importance of coordination. 
• Share how this initiative allowed us to reevaluate other duties that could be moved from registration to allow for a seamless/touchless experience for the patient (one example is gowning instructions).

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