Our EPIC Conversion
Florence Davis
Director, Patient Access
Children’s Healthcare of Atlanta
Children’s Healthcare of Atlanta
 489 Bed
 600,000 Patient Visits
 3 Hospital Campuses
 4 Immediate Care Centers
 13 Neighborhood Centers
2
Patient Access Department
 Functional Areas
•
•
•
•
•
•
Scheduling
Order Management
Pre-Registration
Insurance Verification/Authorization
Financial Counseling/Charity
Registration
 300 Access Staff
3
Why Do We Care?
 Our mission: To enhance the lives of children
through excellence in patient care, research and
education.
4
Lessons Learned
It’s a Girl!!!
Not a Boy!!!
5
Lesson Learned 1:
Be Prepared for Surprises!!
 Coverage Conversion
 Guarantor Conversion
 Security Access
• Access to Delete/Term/Update Coverage
• Access to Event Management
 Hardwiring Required Data Elements
6
Lessons Learned 2: Key Workflows
 Out Patient Verification Workflow
• Reports vs. WQ
• Benefit Page vs. Forms
• Referrals
 Coverage Management
• Attach to Hospital Account and Guarantor
7
Account
• Subscriber Relationship to Patient
• Benefit Management (Retro Adjudication)
Effective Date of Coverages
 Bedded Patients vs. Inpatient
 Cash Drawer
Lessons Learned 3: Training Strategy
 Technical Training vs. Operational Training
• COB
• Billing indicators
 Skill Sets of Super Users
 Report Crosswalk
 Coverage Crosswalk
 Workqueue Management
8
Lesson Learned 4:EPIC is One System!
 Create a change control process
 Changes to one team’s workflow, will affect another
team’s!
 Changes made to data in one module will affect
data in another module!
9
Key Success Factors
 Change Management
• Communication Plan
 Employee: Video/Newsletter
 Community Physicians
 Parents
• Leader Engagement
 Risk Assessment for Department
 Lead Sub Teams
 Define Project Goals/Scope
• Project Design Teams
• Outliers
10
 Standardization
Key Success Factors Cont’d
 ID Resources
• SMEs (Knowledge Experts)
• Roles & Responsibilities
 Created/updated Policies
•
•
•
•
Guarantor
Account Management
Point of Service & Refunds
Self Pay
 HR impact
• Job Description Changes
• Job Grade
11
Outcome
EPIC has enabled us to:
 Improve Efficiencies
• Standardization
• Hardwiring Processes
• Accountability
 Streamline Front End Processes
• “Schegistration”
 Reports (Trending & Decision Making)
12