Grady Presentation 12 2011
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Transcript of Grady Presentation 12 2011
Request for Proposal Number 09046CKGrady Health System
December 1, 2011
Early Out Collection Services
Page 2
Company Overview
UCB?Who is
Page 3
Why Are We Different?
The Way We
THINK
Page 4
Our Experience
we understand
PUBLIC HOSPITALS
Page 5
Our Culture
Accountability
Reliability
Compassion
Innovative
Inspired Learning
Loyalty
We are accountable for everything we do
We follow through on promises
We have compassion for the patients we interact with
We are committed to our clients and the patients they serve
We pursue continuous improvement
We invest in our people, our most important asset
Page 6
Our Approach
TeamworkPassion
Achievement
Committed #1 Performer
Page 7
Experience
Team
Adaptibility
Process
Providing self-pay early out programs since 1994
100% dedicated team assigned to Grady Health System – English/Spanish communication
Customized approach - knowledgeable of Epic
Intelligent systems produce leading practice results
Our Abilities
Page 8
Workflow Strategy
Assignment of InventoryDialer and messaging
Patient Friendly Written CommunicationsFull color letters elicit best response
Patient ContactAlways courteous and professional
Final Pre-Collect Contact Third party collection agency demand letter
Page 9
Propriatary Analytic Platform
iSolutions IQ
360 Degree Financial Evaluation
Validated – 15 million Collection Accounts
Page 10
Analytics Driven Workflows
Qualify & Process
Maximum Resources
Modified Work Flow
Accelerate to Bad debt
Skip Trace & Process
Page 11
SELF-PAY
FINANCIALASSIST.
HOSPITAL
BALANCE AFTER
INSURANCE
HIGHHigh Collect
High TPE
MEDIUMMedium Collect
Medium TPE
LOWLow Collect
Low TPE
UNLIKELYUnlikely Collect
Zero TPE
OUT OF COUNTY
Patient Financial Services Processes Financial Assistance Cases
iSolutions IQ Analytics
Self-Pay Placement
Separate BAI &
Self-Pay
HIGHHigh Collect
High TPE
MEDIUMMedium Collect
Medium TPE
LOWLow Collect
Low TPE
UNLIKELYUnlikely Collect
Zero TPE
FINANCIALASSIST.CLINIC
COLLECTION WORKFLOW
Standardize Address
PARTIAL CHARITY
CATASTROPHIC HOMELESS
BALANCE AFTER
DISCOUNT
HIGHHigh Collect
High TPE
MEDIUMMedium Collect
Medium TPE
LOWLow Collect
Low TPE
UNLIKELYUnlikely Collect
Zero TPE
OUT OF COUNTY
PARTIAL CHARITY
CATASTROPHIC HOMELESS
OUT OF COUNTY
PARTIAL CHARITY
CATASTROPHIC HOMELESS
OUT OF COUNTY
PARTIAL CHARITY
CATASTROPHIC HOMELESS
Charity Data Returned to PFS
Optimized Cash Recovery Workflow
Page 12
Accurate Reporting
80/20 Rule
Page 13
Long Term Partnerships
Page 14
Driven to Serve
“UCB has been a great partner and a “true” leader in the industry in several areas of support for Cleveland Clinics Revenue Cycle. Their professionalism and timely actions to sustain our demanding environment have been impeccable.“
Mr. Lyman Sornberger Executive Director of Patient Financial Services
Cleveland Clinic
Page 15
Our Mantra
First!
The patient always
comes
Page 16
Hiring Excellence
OUTSTANDING
NCC Technologies
Behavioral Analysis
Successful Track Record
Page 17
Performance Technology
Collection System Own source code
Dialer Technology Integrated 400 seats
Recording Fully integrated
Page 18
Training Excellence
good
better
best
Page 19
Zero Tolerance - Complaints
Recording - quality with every patient contact
On-going auditingQuality control
Analysis of inbound service levels
Page 20
Accurate Reporting
iSolutionsAnalysis
BAI % Collected% Total of PPI Assigned
Status $ Assigned % of Total # Assigned % of Total $ Collected Collected $CHARITY 368,615$ 39.6% 2064 32.6% 1,751$ 1.0% 0.5%BD 113,503$ 12.2% 717 11.3% 2,244$ 1.3% 2.0%HIGH 179,418$ 19.3% 1381 21.8% 96,779$ 55.0% 53.9%LOW 14,617$ 1.6% 117 1.8% 1,686$ 1.0% 11.5%MEDIUM 48,267$ 5.2% 419 6.6% 12,915$ 7.3% 26.8%NO VALUE 205,720$ 22.1% 1634 25.8% 60,550$ 34.4% 29.4%TOTAL 930,140$ 100.0% 6332 100.0% 175,925$ 100.0% 18.9%
SPStatusCHARITY 1,250,818$ 47.3% 2127 40.9% 577$ 0.4% 0.0%BD 463,993$ 17.5% 958 18.4% 3,507$ 2.6% 0.8%HIGH 213,826$ 8.1% 503 9.7% 65,862$ 48.9% 30.8%LOW 67,120$ 2.5% 121 2.3% 938$ 0.7% 1.4%MEDIUM 93,448$ 3.5% 199 3.8% 7,916$ 5.9% 8.5%NO VALUE 555,972$ 21.0% 1294 24.9% 55,826$ 41.5% 10.0%TOTAL 2,645,177$ 100.0% 5202 100.0% 134,626$ 100.0% 5.1%
CombinedStatusCHARITY 1,619,433$ 45.3% 4191 36.3% 2,328$ 0.7% 0.1%BD 577,496$ 16.2% 1675 14.5% 5,751$ 1.9% 1.0%HIGH 393,244$ 11.0% 1884 16.3% 162,641$ 52.4% 41.4%LOW 81,737$ 2.3% 238 2.1% 2,624$ 0.8% 3.2%MEDIUM 141,715$ 4.0% 618 5.4% 20,831$ 6.7% 14.7%NO VALUE 761,692$ 21.3% 2928 25.4% 116,376$ 37.5% 15.3%TOTAL 3,575,317$ 100.0% 11534 100.0% 310,551$ 100.0% 8.7%
Detailed month end inventory reconciliation
Acknowledgement report Close and return – closed accounts Real time web access 24/7/365
CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,460 1,148 1,168 1,167 1,145 860 1,087 1,117 1,017 823 724 796OUTBOUND 16,185 10,580 12,706 13,578 9,507 11,250 11,179 16,094 15,050 12,114 6,598 8,142CONTACTS 5,240 3,001 4,298 4,112 3,650 3,198 3,394 4,440 4,841 5,618 3,622 4,565% OF CONTACTS 32.4% 28.4% 33.8% 30.3% 38.4% 28.4% 30.4% 27.6% 32.2% 46.4% 54.9% 56.1%
CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,037 1,026 1,037 889 727 733OUTBOUND 9,086 9,535 11,367 10,590 10,146 9,535CONTACTS 5,088 5,439 7,343 7,245 6,677 6,501% OF CONTACTS 56.0% 57.0% 64.6% 68.4% 65.8% 68.2%
GENERAL HOSPITAL - EARLY OUT PROGRAM
CUYAHOGA FALLS GENERAL HOSPITAL - EARLY OUT PROGRAMPHONE ACTIVITY REPORT BY MONTH
CALENDAR YEAR 2009
PHONE ACTIVITY REPORT BY MONTHCALENDAR YEAR 2008
0
5,000
10,000
15,000
20,000
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
INBOUND OUTBOUND CONTACTS
02,0004,0006,0008,000
10,00012,000
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
INBOUND OUTBOUND CONTACTS
Page 21
Controls and Protection
Code of Conduct - Highest professional standards
Compliance - Client, HIPAA, Local, State and Federal A condition of employment
Zero Tolerance Rule - Adhere to all policies and procedures
Financial Procedures - Accurate & verified
Page 22
Security
ISO 27002 11 Domain Criteria Certified Asset Management
Data Encryption Policies Audit Physical Security
Access control for all sites with 24/7 Security monitoring
Security protected information systems CISCO Firewall Encryption-SSL technologies, dual-layered security Virus protection systems, Internet filtering security
Fully redundant System Guaranteed Availability
Disaster planning – business continuity Sunguard Availability Services
Page 23
Dedicated Team
Customer Service Direct Contact
Executive Operational Manager
Executive Relationship ManagerIT Contact
Account Manager
Implementation Project Manager
Grady Health System
Page 24
Implementation
IMPLEMENTATION TEAM
Phil Solomon – Chief Marketing Officer – Grady Account Manager
Mark Palm – Vice President Self Pay Strategy - Analytics
Amy Lemarand – Director of Customer Services
Dawn Balduf – Vice President Receivables Management
Mark Beirdneau – Executive IT Contact
Sam Rickard – Owner Executive Manager
IMPLEMENTATION TEAM
Phil Solomon – Chief Marketing Officer – Grady Account Manager
Mark Palm – Vice President Self Pay Strategy - Analytics
Amy Lemarand – Director of Customer Services
Dawn Balduf – Vice President Receivables Management
Mark Beirdneau – Executive IT Contact
Sam Rickard – Owner Executive Manager
Proposal Acceptance
Go Live
Scope
PlaceholderPlaceholder
Placeholder Placeholder
Placeholder
Profile
Pre-LiveUpdate
Testing
Requirements Documentation
WorkflowDefine IT
Connectivity Design Quality
Review Status
Page 25
Phil C. SolomonChief Marketing OfficerUCB, [email protected]: 404-849-8065
Do You Have Any Questions?
Thank You