1. The 3 P's to Perfect Your Pre-Encounter

2. The Problem Double-digit denial rates Cash flow Patient billing responsibility

3. The Opportunity = 3 Ps Process = Cut denial rates by half (was 10% now 5.7% soon to be 3.0%) Patient = Better understanding Payment = Boost cash flow $100k/month

4. Highlights Defining the bottom line Centralization of scheduling: the key to success Defining where you are and where you will go Develop and deploying a process Training Tracking, measuring, and evaluating the success

5. The $6 Million Question TM On a scale of 0 to 10, how well do you communicate your patients’ payment responsibility?

6. John Cook Why should you listen to me? Served as Revenue Cycle Director for 22 years Pro Recovery, Inc. = Worked with more than 100+ hospitals on improving their revenue cycle Reducing AR days from over 100 to 55 days Advising and mentoring hospital managers National HFMA Yerger Award for Outstanding Performance in Education

7. Lesson #1: Define your bottom line. Define why you are implementing a pre- encounter process. What efficiencies do you want to realize?

8. Here is what your colleagues said Consistency To create efficiencies to promote patient satisfaction and financial accuracy by education patients prior to service To educate the patient, financially and clinically Customer service Reduce errors / streamline and improve the patient experience Pre-financial screening Patient Friendly!! Financial clearance and education Get it right the first time Scheduling Customer service and collection of money Obtain authorization Implement a new program Source: Answers given by attendees of NCHFMA Roundtable Discussion on Pre-Admission Procedures and Best Practices, July, 2012

9. Bottom Line: 5 Key Elements 1.Cleaner claims 2.Patient payment issues 3.Communication of payment expectations 4.Asking for payment upfront 5.Service excellence

10. Lesson #2: Centralize Scheduling The foundation of a successful pre-encounter process Scheduling is a patient access function One calendar One location Everyone on the same page

11. Lesson #3: Define where you are and where you need to go Rate your responses on a scale of 0 to 10, 0 = extremely poor; 10 = extremely well. ____ Overall, how would you rate your pre-encounter program? ____ How would you rate the information you get from patients? ____ How would you rate your clean claims? ____ How would you rate your scheduling software? ____ How would you rate your scheduling process? ____ How would you rate your insurance eligibility capabilities? ____ How would you rate your ability to estimate charges? ____ How would you rate your ability to refer uninsured patients to their payment options? ____How would you rate your current collection policies and procedures?

12. Lesson #4: Develop and Deploy a Process Act Centralize scheduling Secure technology Establish a plan and timelines Complete buy-in

13. Lesson #5: Train, Inspire, Create Create passion Ask for money Create service excellence Communicate expectations

14. Lesson #6: Track, Measure, and Celebrate the Success Reduction in AR days Increase in clean claims Increase in point of service collection Increase in patient satisfaction scores

15. A Successful Process: Cone Health High denial rates Boost cash flow Training

16. Results: Cone Health Reduction of denials to 5.8% from 10% Pre-Service collections at $400,000 average of $133,000 per month

17. Summary Questions Where are you in this process? What is your biggest obstacle? What are your failures? What are your successes?

18. Now ask yourself the $6 Million Question TM If you put in place just a few of these ideas… How well could you communicate your patients’ payment responsibility?

19. Quick Start Consultations Available from John Cook at no cost Contact Information jcook@prorecoveryinc.com 828-773-4466 (Cell) 866-907-8023

20. E Book: The Six Million Dollar Question How to reduce denial rates, improve patient satisfaction and increase cash flow. Sign up TODAY to get your copy sent to you via email… www.6milliondollarquestion.com