Efficient Operations

Wednesday, March 25, 2015
2:00 p.m. – 3:15 p.m.

Access for the Future: Maximizing Patient Satisfaction and On-Demand Care with a Multispecialty Contact Center
Anna Roman, PhD, MPA, Senior Vice President, Administrative Services and Physician Relations, UPMC Physician Services Division
Karen Shaffer-Platt, Vice President, Revenue Cycle/Patient Concierge Services, University of Pittsburgh Medical Center
In preparation for the needs of patient access in the future, UPMC revamped their current access models within the hospital and physician divisions. The access model at UPMC now stresses a positive patient experience, using innovations in technology, workflow, and data analysis.  This discussion will focus on how UPMC utilized a multispecialty Contact Center and streamlined Contact Center operations to allow for enhanced customer service and timely and appropriate access.

Wednesday, March 25, 2015
3:45 p.m. – 5:00 p.m.

Primary Care Provider Teams: Developing a Collaborative MD and APN/PA Model
Joseph A. Bianco, MD, FAAFP, Division Chief, Minnesota Regional and Community Clinics, Essentia Health
Christie Erickson, RN, CNP, APN/PA, Clinical Education Coordinator, APN/PA Council Chair, Hermantown Clinic, Essentia Health
Roberta Maughan, BS, BA, Senior Process Expert, Process Excellence, Essentia Health

This presentation will outline the development of a collaborative Physician/APN/PA team model in a primary care setting. Presenters will discuss principles, analysis, and tools to illustrate the determination of optimal MD panel sizes, provider capacity vs. patient demand, MD/APN/PA staffing ratios, and operational guidelines for the team model.

Making Healthcare Meaningful Through Meaningful Use Stage 2
Keith Griffin MD, Chief Medical Information Officer, Novant Medical Group, Novant Health
Learn how Novant Health is making the transition to Meaningful Use Stage 2 after having 99.8% of their providers successfully attest in 2013. Specifically, this session will discuss the communication strategies and the IT tools implemented to help providers meet MU goals and objectives as well as Novant Health’s interface with eHealth Exchange and State HIEs and how they plan to leverage HIE.  Furthermore, you will learn about Novant Health’s strategy with selecting Health Information Service Providers, and their plan of action to increase patient portal adoption in an effort to help meet MU.

Thursday, March 26, 2015
11:00 a.m. – 12:15 p.m.

Advanced Access: Decentralizing the Urgent Care
Jeremy Chrisman, DO, Medical Director, The Vancouver Clinic
Tom Sanchez, MBA, Chief Operating Officer, The Vancouver Clinic
The variable nature of demand for primary care appointments creates a system that puts revenue and access at odds. The old solutions of building a backlog of patients to smooth out daily variation is no longer a viable strategy in a healthcare market driven by consumer choice. Learn how The Vancouver Clinic was able to utilize the inherent, unused daily capacity of their primary care system to provide 10% of their daily urgent care visits and increase their primary care panel growth rate by 28%.
“Radical Convenience,” the Next Generation of Patient Care Delivery
Thomas S. Nantais, MBA,Chief Operating Officer, Henry Ford Medical Group
Diane George, DO, Associate Chief Medical Officer, Primary Care, Henry Ford Medical Group

“Radical convenience” has transformed the way Henry Ford Medical Group delivers care to a number of their patients.  Learn how you can use new healthcare delivery technologies, such as telemedicine, online scheduling, convenience clinics, and social media applications to deliver higher quality, more efficient patient care.

Thursday, March 26, 2015
2:00 p.m. – 3:15 p.m.

Your Reputation Lives Online; Shouldn’t You Be a Part of the Conversation?
Terri McSorley, Practice Integration Manager, Regional Women's Health Management, LLC
Tom Ottaiano, Chief Executive Officer, Today’s Business LLC

The influx of social and digital media has created a growing challenge and opportunity for doctors and medical organizations alike to educate, inform, and engage patients on a continual basis. This session will share key tips, insights, and best practices on how your organization can effectively use content to power your social and digital channels, leverage key influencers, and drive value for patients and corporate partners in new ways.

The Evolution of Primary Care Delivery Within an Integrated Health System
Anthony Stavola, MD, Vice Chair, Department of Family and Community Medicine, Carilion Clinic
Kim E. Roe, MBA, RRT, Vice President, Department of Family and Community Medicine, Carilion Clinic

Many have speculated that the patient-centered medical home (PCMH) model of primary care delivery was a transition form. However, transition to what? This interactive, dynamic presentation will explore the challenges and lessons learned at one integrated health system as it sought to answer the question of what lies beyond the PCMH.

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