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

TraceCommunication.com
“How to Use Trace Voice and QA Tools
to 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.

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 support@webex.com

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 Management
The White Stone Group, Inc.
Joe Imbruglio | Manager, Patient Access
Health 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 Tools
Overview

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.

Satisfied with
billing experience
93% Satisfied with Clinical
Unsatisfied with
billing 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 Imbruglio
Supervisor, 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 Imbruglio
Manager, Patient Access
Health First
joe.imbruglio@health-first.org
Matt Jernigan
Director, Product Management
The White Stone Group, Inc.
matt.jernigan@twsg.com

Thank you!

Next Webinar
Next Webinar is Wed., May 21
at 1pm ET/ 10am PT
“How to Use Trace Integration Services to
Automatically Share Records with Other Systems”
Register at TraceCommunication.com/webinars

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