About Children’s Hospital Colorado  Private, not-for-profit pediatric healthcare network  Obtained Magnet status in 2006  In addition to one main campus facility  2 hospital locations within community hospitals  2 urgent care sites  1 urgent care site within another hospital  1 free standing surgery center  9 satellite specialty care centers  Level I trauma center  Maternal fetal medicine program opened in March 2011  Ranked among top 10 children’s hospitals for over a decade  Statistics  318 licensed beds  499,525 annual outpatient clinic visits (2010)  Celebrating over 100 years of commitment to pediatric care! 3

Pre Modular Training Structure Three CAS Trainers for the organization dedicated to Main Admissions, ED, Urgent Care Registration, Check-in, Check-out, and Scheduling Roles.  CAS “Just in Time” Training Centered around personal schedules No consistent timeframes  Department “Star” Performers One on One “Hands on” Training  No written outline of topics to work through  Possibility of passing on “bad” habits 4

Pre-Modular training Fire hose approach  40 hrs shadowing  3 days EHR training  40 more hours shadowing 5

Results Poor registration quality Duplicate guarantor/wrong guarantor High duplicate MRN Overlay Issues Wrong coverage High Denial Rework of accounts from PFS and IV Low employee satisfaction for both new & established employees 6

Obvious Need for Change Brainstorming Started  CAS Leadership Team  PAS Leadership Team  Ambulatory Services Leadership Team 7

What Are Our Options? Maintain our current process One-on-One Trainer Training Computer Based Training Instructor Lead Training Inter-Department Training Create a combination incorporating all of the above 8

First Steps…. Create Focus Groups to find Best Practice  Admissions Group PAS Leadership Urgent Care Leadership CAS Trainers  Ambulatory Group Ambulatory Operation Managers Business Operation Coordinators CAS Trainers 9

First Steps… Goals  Increase New Hire Productivity, Confidence, Quality  Expand current employee training options  Leverage CAS capabilities to provide blended learning and more robust training opportunities  Improve Employee, Patient and Provider Satisfaction 10

First Steps… Program Design Summary:  Subdivide previous training into modules  Delivery over 4-6 weeks in prescribed sequence via Self-paced assignments Classroom Training Department training  Provide foundational concepts in preparation for hands-on training  Builds in work assignments for reinforcement and productivity  Includes customized tracks for different roles 11

Have the Work Tell Us What To Do Make process as user friendly as possible Next Steps are obvious Links to CBT Courses Have training documents more easily accessible Unsure Policy & Procedures are readily available 12

Have the Work Tell Us What to Do Program Management Materials and Tools:  CAS Epic Revenue Cycle Training Page Click a role for the Training Program Use the links within the Training Program to access  Training Checklist for customized training management  Self-Paced Assignment Materials  Classroom training enrollment information  Contacts for training and security arrangements  CHEX Planet TCH>Quick Links>CAS/Epic Training> Epic Training>Revenue Cycle 13

Have the Work Tell Us What to Do 14

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Outcomes Improve registration quality Decrease in guarantor/wrong guarantor Lower number of duplicate MRN created Minimal Overlay Increased accuracy with coverage assignment Lower Denials Less rework of accounts from PFS and IV Higher employee satisfaction for both new & established employees 17

Contact Information Tobi Knight – Berj Ermoyan –

Questions? 19