Practitioner Centric Credentialing (or you might call it Onboarding) Renee Aird Dengler, RN, MS, CPMSM, CPCS February 11, 2016

Credentialing Takes Too Long!

IMPROVEMENTS OVER THE YEARS Health System CVO Data and Credentialing Standardization Paper-Lite Electronic Applications Electronic Privileges

Keeping Up With Changes in Health Care Telemedicine (it’s not just for radiology anymore!) Hospitalists Mid-Level Practitioners Employed Practitioners ACOs OSAs

It’s better, but it’s not good enough! How do we know? It still “takes too long” and no one is happy! “It’s the medical staff office” “It’s the CVO” “The practitioners don’t fill out the application completely” “Recruitment has unrealistic start times” “It’s contracting” –” it’s the practice manager” – “it’s (fill in the blank)” Tired of redundancy and rework and complaints.

Changing the Way We See Things! Department / Service Credentialing Duplicative, Redundant Practitioner “Credentialed / Privileged” Multiple Times Time and Labor Intensive Not Associate Friendly Not Practitioner Friendly

Current Site-Centric Application Process – The Voice of the Customer “I had to be credentialed with ___ and ___ at the same time. They never seemed to be on the same page and often times the information requested was redundant and this made the process very tedious. Every day someone was asking for something another person asked for the day before. This process is very inefficient. They need to work together to make this process easier for the physicians.” “I feel the whole credentialing process was extremely confusing. Different people told me different things were needed and I wasted a lot of unneeded time. At some points, I don’t even know if the people working the process knew the proper process.” “Better coordination between different credentialing authority. I have to talk to three different people for the same paper work. I’d rather prefer one person take care of the credentialing process and tell me what they need from me.” “The process took way longer (months) than it should have due to very poor communication and feedback from the staff as to what was needed, etc.” Source: New Physician Applicant Survey Comments

Changing the Way We See Things! Voice of the Customer Practitioner Centric Credentialing Business Redesign No Shortcuts, No Workarounds

Purpose Process redesign whereby all applicants have one port of entry with a navigator to coordinate the credentialing process across all sites.

Current Process (in a nutshell) One Port of Entry Navigators One Application, One Set of Documents, Share Source of Truth Database Applicant Directory Practitioner Centric Reappointment

Benefits of a Practitioner Centric Model Standardize processes Consistent data entry Eliminate duplicative activities Reduce rework & minimize reconciliation Perform activities when it makes the most sense Combine related activities Minimize hand-offs

Benefits of a Practitioner Centric Model Improve service experience for new practitioner Improve service experience for practitioners at reappointment/ recredentialing Eliminate barriers Cost and labor savings Revenue!

Participants (a lot of them!) Recruitment Business Development Contracting Legal Risk (Malpractice Insurance) Physicians Marketing Practice Managers Hospital MSOs Public Relations Service Line Leaders Network / Payer Enrollment Etc.

QUESTIONS!