How to Use Trace Voice and QA Tools to Improve the Patient Experience

TraceCommunication.com

“How to Use Trace Voice and QA Toolsto Improve the Patient Experience”

Wednesday, April 16, 2014 1pm ET | 10 am PT

Trace User Education Session

Thank you for joining today’s webinar. The presentation will begin at 1pm EST.

http://www.tracecommunication.com/



Wednesday, April 16, 2014 1pm ET | 10 am PT

Trace User Education Session



Welcome!

• Phone lines will be muted• For technical support, please contact:

WebEx Technical Support 866-229-3239 or [email protected]



Webinar Playback

• Today’s presentation will be recorded.• To view past webinars or register for upcoming

webinars, go to TraceCommunication.com/Webinars



Asking Questions

• Submit questions at any time using Q&A box in the bottom right-hand panel

• Questions will be addressed at the end of the presentation




Matt Jernigan | Director of Product ManagementThe White Stone Group, Inc.

Joe Imbruglio | Manager, Patient AccessHealth First



Session Agenda

• Overview of Trace Voice tools• Introduction of Communication Quality

Manager (CQM)• Role of Patient Access at Health First• Health First’s use of voice recording• Health First’s implementation of CQM



Trace Voice & QA ToolsOverview



Voice On-Demand™ • User-initiated recording of

inbound/outbound calls and voicemails

• Hardware connection to user PC• Ability to index and add

comments



Voice Auto-Record™ • Auto-recording of all calls

without user initiation• No hardware required for

user PCs• Ability to index and add

comments



Voice Anywhere™ • Recording of calls via any phone

(cell, Wi-Fi or off-site)• Dedicated number to initiate

auto recording• Ability to retrieve to index,

add comments



Voice Face-to-Face™ • On-demand recording of live,

in-person conversations• Desktop microphone attached

to user PC• Ability to index and

add comments



Tracker™ • Retrieve• Share• Evaluate



New! Communication Quality Manager

• 70% of hospitals rank patient experience as one of their top three priorities.

• The patient’s experience is affected by every hospital interaction including those within the revenue cycle.

• Pre service communications set the tone for the entire stay.

• Post service communications may be the last impression made with the patient.

• *”State of the Patient Experience”, The Beryl Institute © 2013.



Satisfied with billing experience

93% Satisfied with Clinical

Unsatisfied withbilling experience

63% Satisfied with Clinical

“Study shows link between patient satisfaction with Billing Experience and Clinical Satisfaction”, Executive Insight © 2011.

Impact of billing experience on perception of care



Benefits of Communication Quality Manager

• Improved patient and physician satisfaction

• Assurance staff are in compliance with hospital policy and procedures

• Improved staff productivity• Reduced risk• Powerful reporting and analysis



Demo: Communication Quality Manager

• Demo– Scorecards– Reporting & Analysis– Feedback



Joe ImbruglioSupervisor, Patient Access

Health First



Health First

• Located in Brevard County

• 4 not-for-profit hospitals• 920 acute-care beds• Other services:

– 4 outpatient diagnostic centers– 300+ Health First employed physicians– Health First Health Plans



Setting the Tone

• Obtain correct information• Schedule and register patient appropriately• Ensure services are covered and reimbursed

Patient experience begins in

Patient Access

• Staff scripted with opening and closing scripts

• Specialized training in customer service

First phone call or

face-to-face sets the tone



Physician scripts Consents and authorizations

Insurance benefits verification

Prior authorization Notification of admission

Patient out-of-pocket estimate

Financial Counseling/Medicaid

Eligibility

Identify payer sources

Patient Access Touch Points



Patient Expectations

• Information regarding benefits

• Prior auth and/or precert completed prior to service

• Knowledge of costs and out-of-pocket expectations

• Services are covered by insurance company



Satisfaction Measures for the Front End

Question Surveyor

Ease of Scheduling an appointment? Press Ganey

Ease of Registration process? Press Ganey

Waiting time in Registration? Press Ganey

Staff was friendly and courteous? Press Ganey

How would you rate the hospital? HCAHPS

Would you recommend the hospital? HCAHPS



#1 Issue – Communication

Scripting• Timeliness, accuracy of communication• Keeping patients and family members

informed

Setting Expectations• Time estimates• Patient responsibility• Discharge info



Clear, Accurate Communication

Call recording

Face-to-face communication

QA reviews

Quality measures, competency reviews

Training



Voice Recording at Health First

Authorizations, certifications, referrals

Physician calls

Verbal orders from on-call physicians

Scheduling calls

Pricing hotline/estimates

Patient calls on nurse help-line

Calls in Emergency Department

Customer service calls

In-person encounters



Monitoring

Monitor quality indicators (wait times, talk times, customer service)

Percentage of each scheduler’s calls are listened to on a monthly basis

Quality/accuracy goals set for each employee and reviewed each month



Former Process for Quality Scoring



Introduction of Communication Quality Manager

• Areas Used– Scheduling– Preregistration– Customer Service

• Areas Measured– Greeting– Process Knowledge– Closing



Scorecard



Health First Plans for CQM

• Process• Rollout• Goals• Timeframe



Q&A

Questions?



We’d like to hear from you!

Joe ImbruglioManager, Patient Access Health [email protected]

Matt JerniganDirector, Product ManagementThe White Stone Group, [email protected]



Thank you!



Next Webinar

Next Webinar is Wed., May 21at 1pm ET/ 10am PT

“How to Use Trace Integration Services to Automatically Share Records with Other Systems”

Register at TraceCommunication.com/webinars


How to Use Trace Voice and QA Tools to Improve the Patient Experience

Healthcare

Transcript of How to Use Trace Voice and QA Tools to Improve the Patient Experience