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HCCIntelligence™ Webinar Recording: Improving Work ...
Slide Presentation Handout
Slide Presentation Handout
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The HCCIntelligence™ Webinar held on August 21, 2019, focused on improving office workflows for home-based primary care (HBPC) practices by addressing key functions and staffing models for both front and back office operations. Key presenters included Brianna Plencner, CPC, CPMA; Paul Chiang, MD; and Thomas Cornwell, MD, who brought their respective expertise from the Home Centered Care Institute (HCCI).<br /><br />The session began with a presentation detailing the objectives: to describe front and back office functions in HBPC, compare various types of professionals involved, and discuss possible staffing models along with their pros and cons. Participants were guided through the main roles and responsibilities of front office tasks such as managing calls, insurance verification, patient intake, and scheduling, as well as back office tasks like patient triage, DME coordination, and care management.<br /><br />Real-life staffing ratios from various home care programs in Illinois, Ohio, California, and New York were discussed, highlighting the diversity in staffing needs based on patient census. The webinar emphasized the importance of evaluating current staffing by examining provider productivity, patient appointment availability, and the efficiency of administrative and clinical support.<br /><br />Additional considerations mentioned included monitoring AR days to billing, staff and provider satisfaction, incoming messages, lab result reviews, and average wait times for new patients to ensure that no aspect of patient care suffered from workflow inefficiencies. <br /><br />The session wrapped up by advocating for the use of meaningful metrics and continuous improvement practices to ensure HBPC programs are effective and sustainable. Some key metrics include tracking call volume, message management, provider productivity, and referral processing times. HCCI also offers consulting services and resources through their Intelligence Resource Center, including webinars, virtual office hours, and educational modules, to help providers maintain high standards in home-based care.<br /><br />Upcoming webinars were also announced, focally touching on geographic scheduling's impact on productivity and entrepreneurship in starting a house call program. Plans offered sessions to address specific operational and clinical challenges faced by HBPC providers.
Keywords
HBPC
office workflows
staffing models
front office operations
back office operations
provider productivity
care management
HCCI
webinar
home-based primary care
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