Gamification in Revenue Management to Boost Cash Collection

Transcription

1 Gamification in Revenue Management to Boost Cash Collection March 2, 2016 Adam Gobin, Director of Revenue Management, Emory Clinic and Melissa Crozier, Manager of Analytics and Process Improvement, Emory Clinic

2 Conflict of Interest Adam Gobin, MPH MBA and Melissa Crozier Have no real or apparent conflicts of interest to report.

3 Agenda 1. Recognize areas for improvement. 2. Design a performance management program. 3. Identify measures for success, qualitative and quantitative metrics. 4. Introduce gamification. 5. Measure progress with leaderboards and project management tools.

4 Learning Objectives 1. Recognize the gamification techniques to improve revenue cycle metrics 2. Identify the four departmental focuses that make up accounts receivables core 3. Describe use of project management focus to ensure proper accountability and measure success

5 Value Step: Savings Financial/Business, Efficiency, Operational *Changes occurred from Aug 2015 through Dec % 6 days Decrease in Net days in AR Increase in productivity performance of AR staff 33% 6.2% Increase in net payments Decrease in average view age of account

6 Emory Physician Group Practice Emory University Hospital Founded in bed adult, tertiary care facility Staffed by 1,170 Emory SOM Faculty 25,000 admissions 137,000 outpatient services Includes The Center for Rehab Medicine Emory University Hospital Midtown Founded in bed adult, tertiary care facility Staffed by 1,080 Emory SOM Faculty and 367 community physicians 21,000 admissions 163,000 outpatient services Core Purpose: To Serve Humanity by Improving Health through integration of education, discovery, and health care. Vision: To be recognized as a leading academic health system, differentiated by discovery; innovation; and compassionate, patient and family-centered care. Emory Johns Creek Hospital Founded in 2007 Acquired in 2011 by Emory 110-bed acute care facility 2,500 admissions 25,700 outpatient services Emory Emory Clinic Clinic Founded in ,600 clinical providers 2,500 employees 2,200,000 patient care visits 80+ locations Emory University Orthopaedics & Spine Founded in bed adult, Orthopaedics and Spine specialty hospital Extension of EUH s acute care services Established in clinical providers 40 clinical locations 620+ staff members Emory emoryhealthcare.org Specialty Associates Wesley Woods Center Founded in bed geriatric specialty facility 25-bed inpatient hospice service 250-bed skilled nursing facility (Budd Terrace) 201-unit residential retirement facility (Wesley Woods Towers) Emory Saint Joseph s Hospital Founded in 1880 Joint operating company with Emory in bed acute care facility Staffed by 750 physicians 20,000 admissions

7 Denial Management Structure Denial Management Teams Support Teams Pre- Certification 12% Eligibility 10% Administrative 36% Coding 23% Medical Documentation 19% Revenue Cycle Analysts Coding Educators Process Engineers

8 Why Gamification? Definition of Gamification: The application of typical elements of game playing (e.g., point scoring, competition with others, rules of play) to other areas of activity. Gamification is the underlying core concept that helps us deliver best in class performance standards and expectations that also result in increased employee performance and development. Target Deliverables Employee Weekly and Monthly Performance Scorecards Staff and Management Leaderboards

9 Challenges with Performance Overall performance inconsistency: Lacking performance metrics Lacking standardized workflows Our goal: Create an engaging and meaningful performance program based on trending industry best practices. The purpose is to increase employee performance and encourage employee professional development. FY15: Lack of Performance Standards FY16: Performance Program Implementation FY17: Workforce Advancement

10 Department Progression Timeline

11 Project Timeline

12 Our Department Performance Management Manager Analytics/ Reporting Training/ Quality

13 Emory s Performance Management Framework

14 Employee Toolkit Every employee is provided with a toolkit to help achieve performance goals.

15 Employee Rewards Program An integral part of any program is an attached incentive plan. This is where gamification comes into play! Employees are eligible to receive up to three different badges each month if they meet specific criteria. Exceeds Expectations: Employee must have a total score of 100% and be nominated for recognition by their supervisor and manager. Top Producer: Employee must have a productivity score of 100% and have a high productivity metrics (i.e., 7.0). The top three employees of each team will be awarded this badge. Top Quality: Employee must have a quality score of 100%. The top three employees of each team will be awarded this badge.

16 Results REDUCTION IN DENIAL TURNAROUND TIME

17 Monthly Leaderboards

18 Monthly Leaderboards

19 Monthly Leaderboards

20 Project Updates - Gamified We use UpdateZen to gamify the way we manage projects. Here are some of the benefits: 1. Twitter-like approach to brief weekly updates on projects 2. No large inbox to manage projects or project updates anymore 3. Great way to acknowledge and recognize the team! 4. Incredibly easy to implement

21 Value Step: Savings Financial/Business, Efficiency, Operational *Changes occurred from Aug 2015 through Dec 2015 Emory continues to improve upon the newly established Performance Management program in order to produce quality work product and increase efficiencies. 4 days 7.9% In 4 months, since go-live September 2015: - 7.9% Increase in productivity performance % increase in our pre-certification productivity performance - 0.6% increase in quality performance - 4.1% increase in the quality of our clinical appeals work-product - 3.5% increase in total performance These increasing performance metrics are driving results in our AR metrics: - 32 day reduction in average view 6.2% age of accounts % increase in net payments - 6 day reduction in net days in AR

22 Questions? Adam Gobin Melissa Crozier