It goes without saying that onboarding and training programs are essential to a well-run department and are tied back to employee retention and customer satisfaction. That said, many organizations find themselves in one of two predicaments: No designated trainers; limited time. Leaders are subject matter experts but putting together a training program that engages, teaches, […]
Author: Elisabeth Callahan
Pulse Check: Are You Connected to Your Organization’s Mission, Vision and Values?
Happy Anniversary to the Pulse Check Blog! This week marks the 1-year anniversary of the blog series. I hope you’ve enjoyed reading the posts as much as I and my colleagues Noelle, Sam, and Andrew have enjoyed blogging. Hospitals and Medical Groups are facing complex challenges in an ever-evolving healthcare industry. Creating a network community […]
Pulse Check: Try These Solutions to Avoid Authorization Denials
Authorization-related denials continue to be among the top denials for organizations. Authorization denials add to A/R days, require work to overturn, and can result in lost revenue. Here’s a list of common pitfalls and possible solutions. We’d love to hear more about your own authorization-related pitfalls and/or solutions your organization is pursing. Reach out to […]
Pulse Check: Try a New Approach to Training, One That’s Collaborative and FUN
Effective staff training can combat upstream errors that delay reimbursement, as well as reduce high staff turnover and create greater employee engagement. HBI developed an educational tool that successfully unites people, processes, and technology. It teaches a diverse group of staff about the revenue cycle: how it functions, who is involved, and how they fit […]
Pulse Check: Combat High Staff Turnover Through Culture Change
My team has been receiving many requests for ideas on how to reduce staff turnover. Our response? High turnover in a department is likely the symptom of a much larger issue, employee disengagement. A cultural transformation is needed in order to engage your employees. When a department has high turnover, staff often have tunnel vision […]
Pulse Check: Secret shopping is essential to understand and mitigate poor patient satisfaction scores from HCAHPS and Press Ganey
Are your HCAHPS scores, Press Ganey results, and other patient satisfaction indicators telling you that the patient experience is not living up to your organization’s mission, vision, and values? HCAHPS and Press Ganey are great for pointing out that a problem exists, but they fail to reveal the underlying reasons for the negative impressions. You […]
Pulse Check: Taking a Fresh-Eyes Approach to Denial Write-Off Codes
Are denial write-off reason codes at your organization giving you insights into denial prevention and accountability? HBI recommends reviewing your system write-off reason codes with a “fresh eyes” approach to ensure codes are mutually exclusive and collectively exhaustive. HBI’s Custom Services team finds that often healthcare organization’s lack codes for certain denial types, use ambiguous […]
Pulse Check: Become More Efficient and Effective by Developing Standard Operating Procedures
Every leader wants to be efficient and effective. After all, reducing costs and maximizing revenue are dependent on efficiencies and effectiveness. HBI’s Custom Service team spends a lot of time working on-site with our clients, understanding their intricate workflows to optimize the process, the people, and the technology. Our clients get a playbook of strategic […]
Pulse Check: Improving Revenue Cycle Operations and Maintaining Patient Satisfaction – Common Pitfalls to Avoid (Part 2)
Last week I discussed two pitfalls we commonly see at hospitals that threaten patient satisfaction: confusing patient statements and delayed patient refunds. Continuing the focus on the patient financial experience, the list of pitfalls expands. Pitfall 3: Inconsistent point of service collections Time and again, HBI sees patient access staff fail to advise patients of […]