(IMPLEMENTATION) Frequently Going Above and Beyond Presentation

Leader/Presenter: Venice GilmoreResearch and info Contributor: Christie WhitakerResearch and info Contributor: Claire Caraveo

Research and info Contributor: Zenobia Payne

Presented by: Claire Caraveo, Venice Gilmore, and Zenobia Payne 2

Soaring Above and Beyond EDI Billing Implementations

http://teamrooms.hca.corpad.net/sites/billing/EDI%20Billing%20Policies%20and%20Procedures/Forms/AllItems.aspx

i. Employee of the Month ii. Encouraging/humorous emails iii. Corporate community outreach eventsiv. Beginning/end of the year events


EDI Billing Implementation - Team Building



EDI Billing Implementations – Employee of the Month

Interoffice and WFHi. EOM will be nominated by employees, including leadsii. Each month, on the 1st, a survey will be emailed to the entire dept. iii. Survey will consist of three key questions with three requirements below the questionsiv. Employees MUST meet all requirements before being consideredv. Everyone who wants to participate (excluding managers) should print and complete survey vi. Surveys must be turned in to the managers on/before 10th of each monthvii. Manager (and/or selection committee) will review surveys make final selections, and announce EOM, via email

Prizesi. Encouraging email with a meme/ gif/emojiii. Desk decorations iii. Small gift basket (fruit, candy, movie) iv. Opportunity to shadow with someone or get hands-on training in any area they may be lacking knowledgev. Treat to breakfast/lunch from cafeteria once a week for a month (WFH: gift certificate or home delivery from

local restaurant)



EDI Billing Implementation – Employee of the Month

OR

http://teamrooms.hca.corpad.net/sites/billing/EDI%20Billing%20Policies%20and%20Procedures/Forms/AllItems.aspx#ctl00_PlaceHolderPageTitleInTitleArea_ctl00_SkipLink




EDI Billing Implementations – Employee of the Month

i. Encouraging emailsii. Managers send encouraging/humorous emails (leads

already do this for birthdays)i. Congratulate reaching specific goals ii. Congratulate special events iii. Encourage (“Keep it up…You can do it…I’m rooting for you!” )

iii. Use Meme generatorhttps://imgflip.com/memegenerator/9648214/good-job

i. Use Gif generator https://giphy.com/create/gifmaker

i. Use emoji generatorhttp://www.iemoji.com/emoji-cheat-sheet/all


https://imgflip.com/memegenerator/9648214/good-job

https://giphy.com/create/gifmaker

http://www.iemoji.com/emoji-cheat-sheet/all

Implementation of Efficient ProcessesEncouragement emails when certain goals are met…or to encourage


EDI Billing



EDI Billing Implementations Corporate community outreach events

i. Employees volunteer as large or small groupsii. Employees can volunteer once-a-year or several times a yeariii. Employees can volunteer on Holidays onlyiv. Employees can volunteer evenings/weekends onlyv. Employees can volunteer on an ongoing basisvi. Parallon can encourage employees to volunteer with small gifts, PTO, etcvii. Volunteer work can also be done during work hours, without counting towards PTO viii. Areas that employees can volunteer

Hospitals (neonatal, geriatric, etc.) (Parallon hats/tees)Red Cross (Parallon hats/tees)Homeless shelter throughout the holidays (Parallon hats/tees/aprons)Martha O’Bryan (Parallon hats/tees) Local police departments Other volunteer available opportunities

Beginning/end of the year eventsi. Periodic team outings

i. Mystery Theater ii. Departmental picnic

i. Saturday or Sunday ii. Employees family invited iii. Shakespeare in the Park

iii. Departmental lock-in i. Potluck dinner


Leader: Venice GilmorePresenter: Venice GilmoreResearch and info Contributor: Claire CaraveoResearch and info Contributor: Zenobia Payne

Presented by: Bianca Springer, Claire Caraveo, Suzanne Ruhn, Venice Gilmore, and Zenobia Payne 2

Soaring Above and Beyond EDI Billing Department Expectations


Besides meeting production requirements, do team members in our department frequently go above and beyond expected requirements? (4)

What are some incentives that would encourage team members to go above and beyond? (4)

Would a better understanding of job requirements and goals help improve the overall productivity requirements? (5)

Would team building activities (such as a once a quarter group outing) help team morale? (6)

Would creating a training tool (Cheat Sheets) help understand how to process claims/navigate websites quicker? (6)

What are some incentives that will encourage the work-from-home team? (7)


EDI Billing Questions and objectives

Team building activities (8 & 9)

Buddy/Mentorship system (10)

Encouragement emails (11)

Additional Comments 1 (12)

Additional Comments 2 (13)

Implementation of Efficient Processes




Besides meeting production requirements, do team members in each departmental section frequently go above and beyond expected requirements?

Yes (47%)No/Unsure (42%)

i. Not at the moment. I feel like if my co-workers knew how to do their job, they would go above and beyond



What are some incentives that would encourage team members to go above and beyond?i. Create an overall environment that makes everyone

want to come to the office everyday and give more than required. No micromanaging is necessary. And having more opportunities to be rewarded will encourage people to do more

ii. We do get Eagle Bucks when going above and Beyond to use in monthly soaring. Maybe implement other incentives 1. So many Eagle bucks earn PTO day 2. We do bonus checks that also should motivate us to work above and beyond, yearly pay raises that are all based on going above and beyond


Would a better understanding of job requirements and goals help improve the overall productivity requirements?


i. Can’t do the job correctly or efficiently if you have no clue what is going on and it’s time consuming searching for answers

ii. Everything gets dumped into our pools. However, many of the claims that are for specific departments could work the claims with a better understanding. This would help us as a department work as a team, rather than as individual units





EDI Billing Questions and objectivesWould team building activities (such as a once a quarter group outing) help team morale?


i. Group outings will allow more interaction among one another, which will build trust and respect

Would creating a training tool (Cheat Sheets) help understand how to process claims/navigate websites quicker?

Yes (57%)No answer (42%)

i. Creating an excel sheet on working a claim and navigating the website can be very helpful as a universal guideline and tool that can be implemented by all workers.



EDI Billing Questions and objectivesWhat are some incentives that will encourage the work-from-home team (WFH)?

i. Lunch delivered, coffee stipend ii. Eagle Bucks, movie tickets, gift cardsiii. WFH really needs a team lead, paid internet services, opportunities to work 1 or 2 days in the

office, and/or flexible schedule


Implementation of Efficient ProcessesTeam Building Activity

i. http://www.nashvilleteambuilding.net/team-building-nashville/all/

ii. Periodic team outings iii. Departmental picnic iv. Departmental community outreach programs v. Departmental lock in and/or dinnervi. Leadership (measurement) board

- Visual mission statement that represents prizes when department reaches certain goals (pizza party, candy etc.)

- Visual mission statement that reflects where department currently stands, how far department is from goals, and how long it will take department to reach set goals


EDI Billing

http://www.nashvilleteambuilding.net/team-building-nashville/all/



EDI Billing Implementation of Efficient Processes - SAMPLES


Implementation of Efficient ProcessesBuddy/Mentorship system/Continuing education and training

i. Partnering an experienced employee with someone who needs to be trained for training and to ask questions

ii. After training mentor shadows mentee to measure skills and progresses (without interfering with production)

iii. Ongoing training on systems (Artiva/eCW, etc.)iv. Prepared “NOTES” to plug into system v. Excel tools from employees who have created ways to process claims quickly

and more efficiently


EDI Billing


Implementation of Efficient ProcessesEncouragement emails when certain goals are met…or to encourage


EDI Billing


i. Many employees have expressed frustration with being insecure with their jobs -- specifically what are their assigned duties, and how to accomplish all of these duties in a timely manner. They are also expressing frustration with not being able to find an available team member to answer quick questions.

ii. Even though we get Eagle Bucks, there is no guarantee that we will win a prize or get recognition. It really is the luck of the draw, and then we lose the Eagle Bucks.

iii. We should have the connecting headphones so that our mentor/trainer can listen when we are making our calls and so that we can also listen when they are making calls when we are shadowing each other.

iv. We could utilize mentors to direct our questions. Mentors should be people that know the job well, and possibly go through a special mentorship training program to be certified. There could also be an increase in pay for completing this special training.


EDI Billing Additional Comments from individual team members 1


i. New employees need specific training on specific pools, one payer pool at a time. Once there is a comfort level established, there should be cross training on all other pools.

ii. Auto/WC should have specific training and tips sheets with specific questions to ask when making calls

i. Establish a place on the intranet for associates to recognize each other for going above and beyond, put stand-out team members in the company newsletter, or create a newsletter specifically for the EDI Billing department.

ii. Add surveys or “Please contact my manager to them know if you are pleased with my performances” to the end of each call, or set up specific email for people to send messages.

iii. Employees are given a prize (pair of slippers or casual sticker), when management receives praise or good review

iv. I think team members go above and beyond when they know they’ve met productivityv. The way the system is here, we are expected to only work claims to a certain point, and pass it onvi. Making learning the Action/Results codes a priority will help more than anything vii. When training, speak to the person you are training as if they have never heard of/know anything

about the job they are being trained on. Also, start from the beginning, so that the end will make more sense.

viii. Team morale may be low because of all of the turn over


EDI Billing Additional Comments from individual team members 2


EMPLOYEE OF THE MONTH

In recognition of his/her “OUTSTANDING” workmanship and dedication to the success of the EDI Department

Manager Signature

Date

Date

Director Signature

CHRIS GREENE

Para l l o n EDI B i l l i n g

EMPLOYEE OF THE MONTH

In recognition of hes/her OUTSTANDING workmanship and dedication to the mission and success of Parallon, and the EDI Department

Manager Signature

Date

Date

Director Signature

CHRIS GREENE

Para l l o n EDI B i l l i n g

(IMPLEMENTATION) Frequently Going Above and Beyond Presentation

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