Increasing Patient Engagement
By Denny Tritinger, Executive Director
As our organization is committed to providing the best patient experience, over the last few months we have been rolling out two partnerships, Binary Fountain and Everseat, that will work in tandem to provide critical insights into patient engagement while offering industry-leading convenience for booking appointments. Since all practices should be familiar with these initiatives based on in-office trainings and past newsletter updates, the Leadership Team wanted to take a moment to introduce you to a few other exciting projects on the horizon.
The first is a comprehensive Front Desk Training initiative that will enable each division to provide consistent, exceptional service, both clinically and from a customer service perspective. Since February, the Leadership Team in collaboration with the Marketing Committee have worked to develop a detailed RFP while researching and vetting several qualified partners. In the next few days, we will be reaching out to these vendors to begin soliciting proposals for the program. This is an initiative that we are all particularly excited about, as it is a clear next step for integrating a more cohesive brand across all divisions. We have made impressive strides in coming together over the last year and a half, and this training will only help improve the services we offer. This can be a significant brand differentiator for The Centers.
The Leadership Team is also pleased to share that The Centers’ corporate membership with the American Academy of Professional Coders (AAPC) is finalized. With our membership, we obtained a webinar subscription for 80+ sessions. In addition, we are working to schedule on-site ICD-10 “boot camps” to train each division on how to use this documentation. We are currently identifying summer dates for training, targeting June or July. We are eager to share details regarding the webinar subscriptions and summer trainings with you all very soon. We want to particularly thank Ladan Rykiel, administrator of our Chesapeake Orthopaedic & Sports Medicine Center Division, for her leadership on these efforts.
Lastly, we are now hosting quarterly Billing Managers Meetings, where Billing Managers and the Revenue Cycle Management Committee will come together at the Bolger Center. We most recently gathered in April, and covered items including the Revenue Cycle Management Process, policies for misdirected funds and payment releases. We are focused on always improving our billing processes and our unique system has successfully processed nearly $130 million in revenue to date.
The Leadership Team wants to thank each of you for your commitment of time and energy. It’s a pleasure to work with you as together we take The Centers to the next level.