At the recent MGMA Medical Practice Excellence Pathways Conference, Sherri Harris, Regional Manager of Scheduling for Ascension Sacred Heart and Joe Polaris, SVP, Product and Technology for R1 RCM discussed ways to transform the care coordination and revenue cycle journey for patients and referring providers. Knowing today’s patients and referring providers expect a convenient and streamlined experience, Ascension Sacred Heart developed a plan to offer end-to-end digitization for both key constituents. The new experience leverages digital self-service for patients and rules-based logic and workflow management to reduce manual work and intervention by staff – transforming tasks that were formerly complex, such as prior authorization; highly manual, such as order management and scheduling; or simply inconvenient, such as registration. Here are four key takeaways:
Ascension Sacred Heart has seen significant gains. They have achieved an 80% increase in orders from referring providers, going from an average of 5,000 to 9,000 monthly, which are then efficiently converted to scheduled procedures. At the same time, they have reduced call times by 70%, as well as lowered costs associated with staff training and turnover.
By transforming the care coordination and revenue cycle journey, Ascension Sacred Heart has given patient access teams and referring providers tools to work smarter, while driving meaningful KPI improvements. And by building stronger physician relationships and enabling better care coordination, they are increasing patient satisfaction and loyalty.
As R1 RCM’s Senior Vice President of Product and Technology, Joe Polaris leads the company’s product strategy development and roadmap execution. He has been with R1 RCM for more than 13 years and has developed deep front-line revenue cycle expertise holding positions such as Revenue Cycle Site Lead and Director of Operations, where he built innovative end-to-end processes that have increased the financial stability for hospitals and health systems.