LIVE AUDIOCONFERENCE
Sponsored by Staff Competency in Patient Access
Monday, June 30, 2008
1:00 p.m. - 2:30 p.m. (Eastern)
12:00 p.m. - 1:30 p.m. (Central)
11:00 a.m. - 12:30 p.m. (Mountain)
10:00 a.m. - 11:30 a.m. (Pacific)
Hire for attitude, train for skill
Turnover among access staff is among the highest of any position within the hospital revenue cycle. The solution not only lies in keeping registration staff happy, but hiring the right individuals in the first place.
Dunn Memorial Hospital in Bedford, IN, and Albany Medical Center have implemented access hiring protocols that have helped reduce turnover rate significantly—in Dunn’s case from 35% in 2005 to 8% in 2007, and at Albany from as high as 25% to a current rate of 13%. The two facilities have also developed successful ideas in retaining staff through job quality and satisfaction initiatives.
Join HCPro on Monday, June 30, at 1 p.m. for the live 90-minute audioconference Hire the Right Registration Staff: Assemble a Solid Front-End Team. Patient Access managers Stephanie Smithson, CHAM (Dunn Memorial Hospital) and Catherine Pallozzi, CHAM, CCS, (Albany Medical Center) will provide examples from their facilities to demonstrate proven, practical ways your facility can hire the right people and retain them. The speakers will discuss a comprehensive recruitment and interview process that will enable you to find the best candidates. You will also discover methods to accommodate your staff with shift flexibility, creative shift design, and rewards for good work.
At the end of this live audioconference, you'll be able to:
- Implement a comprehensive interview process
- Ensure training is quantifiable and competency-based
- Implement a consistent program for follow up
- Hire the right employee for your facility
- Retain staff using methods that are not financial-incentive based, but will still keep your employee feeling valued
AGENDA
- Recruitment & assessment of applicants
- Patient access turnover & retention rates- national stats/benchmarks
- Hire for attitude, train for skill
- Decentralized HR
- Pre-selection screening
- Interviewing
- Comprehensive selection and interview process
- Standardized interview process
- Questions that do and don’t work
- Know the skill sets
- Comprehensive orientation and training
- Training manuals
- Learning partners
- Training guideline expectations
- Retention
- Onsite and off-site community activities
- Team building: Don’t underestimate the power of recognition
- Strong team members – recognition, flexibility
- Assessment of exit interviews
- Compensation review/pay model
- Career ladder
- Live Q&A
BONUS TOOLS
In addition to the expertise and advice presented during this audioconference, you'll also receive a slide presentation of the program materials and:
- Sample interview process outline
- Handout on direct applicable experience vs. non-direct applicable experience
- Training outline & manual
- Training expectation agreement
- Survey examples
- Reading recommendations
- Job proficiency
- Training checklist
- Sample interview questions
These materials will be provided approximately four days prior to the program and again one day before the program, via e-mail with PDF links.
MEET THE SPEAKERS
Stephanie Smithson, CHAM, is the patient access manager for Dunn Memorial Hospital in Bedford, IN. Dunn Memorial Hospital is a Critical Access Hospital. Smithson has been in Patient Access for 11 years. She is responsible for registration, scheduling, physician web scheduling and switchboard.
Catherine Pallozzi, CHAM, CCS, is the director of patient access at Albany Medical Center in Albany, NY. As a 25-year healthcare veteran, Pallozzi has managed the revenue cycle continuum. She has been with Albany Medical Center for 20 years. She was promoted to registration director in 1998 and through an organizational redesign has been the director of patient access for eight years. She has been instrumental in three significant system implementations, including billing and ADT system installs and continues to play a key role in the maintenance, monitoring and ongoing development of these systems.
WHO SHOULD LISTEN?
Employees in any size hospital setting, including the following titles and departments:
- Patient financial service directors
- CFOs, CEOs, COOs
- Revenue cycle managers
- Patient access managers
- Compliance officers
- Human resources
- Patient billing
PROGRAM MATERIALS
Program materials will be provided with PDF links via e-mail four days prior to the conference and again on the day before the conference. Please download the PDF files before the day of the program.
DIAL IN TOLL-FREE!
You can call in toll-free to our live audioconferences. This added benefit means you can save on long-distance charges and receive even more value from this important program! Details on how to call will be sent to you via e-mail with your materials package.
CAN'T LISTEN LIVE?
No problem. Purchase a CD or audio on-demand of the program and listen when you can. It's also a perfect training tool for new staff or as a refresher for veteran staff. CD and audio on-demand orders will be fulfilled after the date of the live program.
AUDIO ON-DEMAND
In addition to the regular participation options for HCPro audioconferences—live, CD, or combination packages—we are pleased to offer another option, an audio on-demand. Audio on-demand allows you to download the program and play it back at your convenience through your computer or MP3 player.
PLEASE NOTE
Participation in the call is just $249 per site and allows access to ONE phone line for an unlimited number of people to listen. All materials must be retrieved from the Internet. Live orders are assessed a $5 processing fee. CD and combo orders are charged $18 for shipping and handling.