RIDING THE ROLLER COASTER OF IMPLEMENTATIONS Implementation! Lynn Otani Otani Consulting Group, Inc. AAHAM Winter Session AAHAM - Otani Consulting Group, Inc. December 2014

Agenda Getting Started Past Implementations Implementation Process Case Study Audience Experiences, Questions, Comments AAHAM - Otani Consulting Group, Inc. December 2014

Implementations Single Hospital and Central Business Office  Automated Blue Card Writer**  Automated Contract Manager System  System Conversions Corporate/Regional Level  Patient Liability Calculator  Patient Access Automated QA  Developed Center for Patient Access Services  Green Screen to web based fully integrated Patient Access System  Kiosks  eTAR’s AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Step 1. The MOST important step…. AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation I. Define your needs, build statement of work AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation I. Define your needs – Why? If you do not know what your needs are, they will not be met. AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Define your needs Meeting 1 Discuss product/process, issues with current product/process Include: * Leader/Sargent at Arms * Note Taker  IT  Management  Supervisors  STAFF – Hands on users*  Other departments that will be impacted AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Define your needs Questions and expectations  Will the system be automated?  Where will the data come from?  Where does the data need to go?  Who will use the system?  What if we do this? What if we do that?  WHAT IS THE EXPECTED END RESULT? After the meeting, SEND examples AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Get ready for the ride - everyone reacts differently and wants something different AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Define your needs: Meeting 1  FOCUS  Listen to all opinions  FOCUS  Identify Current Issues  FOCUS  Create a “wish” list  Have snacks AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Define your needs – Follow Up  Prioritize and Document  List everything, positive and negative  Meeting 2 - agree to disagree  Re-prioritize  Submit to group for final approval AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Develop ROI – Return on Investment  Cost of the new process vs. Cost of the current process Use:  Ask association members/ex-co-workers/ friends/vendors for ROI samples  Materials (eSignature)  Staffing hours saved (eSignature/Kiosks/ Pt Liability Calculator)  Compliance (eSignature)  Additional payments received (Pt Liability Calculator/Kiosks) AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Approval to send RFP’s – Requests for Proposals Vendors?  Association members/ex-co-workers/ friends/vendors  Conferences  Set RFP Submission Date  Tabulate Responses  Review responses with the group  Determine Vendor Demo’s AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Statement of work to the vendor – Demo’s  Do NOT let the vendor completely determine the demo or timeline  Set a limit on company background  DO give the vendors specific scenarios with common and complex issues, i.e.  Eligibility – Medi-Cal Health Net CareMore outpatient Medicare Hospice, Medicare Kaiser, LA Care, HMO/IPA OB  eForm – COS requiring initials, COS with refusal to sign, Advanced Directive, Affidavits  Pt Liab Calc – Give specific contract language to calculate  DO require live demo’s, no screen shots  Allow 15 minutes of “free” time AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Demo Day!  Who attends? Leader/Sargent at Arms * Note Taker  IT  Management  Supervisors  STAFF – Hands on users*  Other departments that will be impacted  Executive Management  Compliance AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Demo Day!  Surveys Must be completed after every demo Survey takers must put name on the survey and must complete all surveys to be counted  Do not consider cost when voting, vote based on functionality  Questions – Does Vendor understand our needs? Will product meet our needs? Can we customize the product? Comments AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation Decision Making  Review  Surveys  RFP’s  Pricing Announce Decision Return surveys and summary to the vendors AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation PLAN, PLAN, PLAN  Create the product with vendor  Build Rules  Provide examples  Provide more scenarios  Review current processes  Create new processes  Schedule time/block off calendar AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation TRAIN, TRAIN, TRAIN  DO use the vendor trainers if possible  Do NOT let them train alone  Send trainers or lead”ers” (consider communication skills)  DO have a management representative in each section to: 1. Answer operational questions 2. Provide Training for subsequent classes 3. Identify potential leaders or those who need additional training  Have a trainer, train a class with the vendor trainer present  DO train with new processes if needed AAHAM - Otani Consulting Group, Inc. December 2014

The Ups and Downs of Product Implementation GO LIVE!!!  Be Excited!  Prepare the staff for the possibility, the product will not work perfectly  COMMUNICATE the issues reporting process to the staff  Set up one log to document and follow up on issues  Schedule management, trainers and leads to “round” to ensure that the staff is comfortable and using the product AAHAM - Otani Consulting Group, Inc. December 2014

CASE STUDY Patient Liability Calculator Installation Elements for Success  Reliable product  Good hospitals  4 hospitals in Orange County  Corporate Support  Hospital Support  IT Support  Dedicated hospital installation support AAHAM - Otani Consulting Group, Inc. December 2014

The product was not used What happened? AAHAM - Otani Consulting Group, Inc. December 2014

Recovery – Identify Issues Follow up with users – not managers  Slow Log On  Procedures not listed  ICD9 Challenge AAHAM - Otani Consulting Group, Inc. December 2014

Recovery - Resolution Solution  Slow Log On - Process  Procedures not listed - Build  ICD9 Challenge - Training  Reselect hospital super users  Retraining with the vendor (negotiate) AAHAM - Otani Consulting Group, Inc. December 2014

Tenet New Chain Calculated co- insurance using DB, contracts, Excel and adding machine CPAS and hospital users No need to adjust incentive Management support Collected deductibles only Hospital Users only Did not adjust incentive Management expectation of effort Analysis AAHAM - Otani Consulting Group, Inc. December 2014

New Process Statement of Work * Analysis of current process Product Selection Demo’s and surveys * Identify and communicate changes Training * Management Support and training Go-Live * Issues Reporting log to the staff AAHAM - Otani Consulting Group, Inc. December 2014

Please share Experiences Questions Comments AAHAM - Otani Consulting Group, Inc. December 2014

Otani Consulting Group, Inc. Lynn Otani (310) AAHAM - Otani Consulting Group, Inc. December 2014