REVENUE CYCLE LEADERSHIP EXCHANGE - Parallon

REVENUE CYCLELEADERSHIPEXCHANGEGEISINGER PROVEN EXPERIENCEApril 21, 2017Presented by Barbara Tapscott, CHFPVP Revenue ManagementGeisinger Health System1

Geisinger Why ProvenExperience The ProvenExperience Journey PX by the numbers2

Geisinger Health SystemAn Integrated Health Service OrganizationProviderFacilities 3,268M Geisinger Medical Center and itsShamokin Hospital Campus AtlantiCare Regional Medical CenterMainland and City campuses Geisinger Wyoming Valley Medicaland its South Wilkes-Barre Campus Geisinger Community Medical Center,Scranton, PA Geisinger-Bloomsburg Hospital Geisinger-Lewistown Hospital Holy Spirit Hospital Marworth Alcohol & ChemicalDependency Treatment Center 8 outpatient surgery centers 2 Nursing Homes Home health and hospice servicescovering 20 counties in PA and 3counties in NJ 144K admissions/OBS & SORUs 2,720 licensed inpatient bedsManagedCare Companies 2,592MPhysicianPractice Group 1,345M Multispecialty group 1,500 physician FTEs 970 advanced practitioners 215 primary & specialty clinicsites (101 community practice)1 outpatient surgery center 3.8 million outpatient visits 495 resident & fellow FTEs 475 medical students 560,000 members(including 89,000Medicare Advantagemembers and 194,000Medicaid members) Diversified products 68,000 contractedproviders/facilities 45 PA counties Offered on public & privateexchanges Members in 4 statesMoody’s Aa2/NegativeStandard & Poor’s AA/Stable3

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Our visionTo be the health system of choice, advancing care througheducation and research.Our vision is focused on these strategic priorities:Quality and innovationMarket leadershipThe Geisinger family5

ProvenExperience 6

Population Health Delivered One Person AtA Time“If you strip down what we do in health care, we’re simplypeople caring for other people I want todeliver care that’s not only the highest quality, it also has tohave heaping levels of compassion . I have met people who havetold me how phenomenal the care is at Geisinger it’s mucheasier to understand the experience right from a patient We have to get it rightevery time withevery patient.”7

ProvenExperience Understand relationship to ProvenCare Hardwire ALL core best practices Monitor compliance Push culture to singular service: Caring Stand behind the Promise — Patient as Family! Discover new service initiatives NEVER compromise on quality Compete with other industries Remain on task with laser focus8

ProvenExperience Geisinger is committed to delivering the ProvenExperience – the promise of providing the best patient experience forevery patient, every time – by executing key best practicesKey Best PracticesABIGAIL StandardsC.I.CARENursing BundleRoundingPatient SurveysTransparencyProfessional AttireService RecoveryApp / RefundONE GEISINGER9

GHS Revenue Management – Journey toProven ExperienceMyEstimate elPatientCommunicationoptionsOpen PriceTransparency10

GHS Communication FrameworkABIGAILC. I. icateAsk/AnticipateRespondEnd with ExcellenceAt DischargeAt Check-InPre-ServiceFinancial CounselingPATIENT FINANCIAL COMMUNICATIONSPost-ServicePrice Transparency11

Geisinger’s Bold Move: the Refund“The most unexpected hospital billing development ever:Refunds” The Washington Post12

Meet Patients Where They Are With MobileOctober –App PilotSeptember –App Build &TestAugust – AppDesign &PatientFeedbackJuly –Mobile AppConcept In-housedeveloped Two patientadvisory councils Patients in clinicwaiting room13

ProvenExperience Mobile App Pilot OverviewPilot Scope Use a mobile app tocollect feedback aboutpatience experience Partner with innovativeclinic team Allow for meaningfulrefund Acknowledge feedbackand “make it right”Pilot PatientPopulation Geisinger Health Planinsured Lumbar Spineand Bariatric surgerypatients with a co-pay 2,000 for BariatricSurgery 1,000 for LumbarSpine Surgery14

Happy Experience15

ProvenExperience Program Announcements16

Patient Feedback Post-ProvenExperiencePatientFeedback Managed bylocal team ifknown at time ofservice Managed byPatient AdvocateTeam postserviceFeedbackManagement Feedback loggedin overall incidentmanagementsystem Feedbackprovided toserviceline/business unitfor resolutionIssueResolution Patient resolutionmanaged by bestresource Patientadvocate Serviceline/businessunit17

ProvenExperience by SourceProvenExperience by SourceProgram d Advocates 383623312406271PX by Source - 2016140120100806040200IOSAndroidPatient AdvocatesRefund Requested18

Proven Experience from Feedback to ndIssued7-10 day commitment on refund19

ProvenExperience Program Results Pilot Started in October 2015. Program Expanded to All Patients inNovember 2015.GHS Proven ExperienceTotalProvider 9Provider 8Provider 7Provider 6Provider 5Provider 4Provider 3Provider 2Provider 1 - 50,000 100,000 150,000 200,000 250,000 300,000Adjustments Refunds 350,000 400,000 450,000 500,000*Proven experience results from October 2015 through October 2016.20

ProvenExperience Lessons Learned Staff Training Multi-Disciplinary Team C.I. CARE Compliance Reporting by Provider and Service Do we need “guardrails”? Policy Statement Routine evaluation of the program21

QUESTIONS?22

CONTACT INFORMATIONBarbara M Tapscott, CHFPGeisinger Health System100 North Academy AvenueDanville, PA 17822-4944bmtapscott@Geisinger.edu570-214-842923

REVENUE CYCLE LEADERSHIP EXCHANGE GEISINGER PROVEN EXPERIENCE April 21, 2017 Presented by Barbara Tapscott, CHFP VP Revenue Management Geisinger Health System. 2 Geisinger . 100 North Academy Avenue. Danville, PA 17822 -4944. bmtapscott@Geisinger.edu 570-214-8429. Title: