1. No category

Winter 2015
Optimizing Self-Pay Collection with
Account Scoring & Segmentation
2015 Elections for the 2016-17 Executive Officers
Patient-Friendly Billing: Creating a Positive Feedback
Loop That Benefits the Patient and Provider
The Six Million Dollar Question
A New Approach to Mental Health
Resistance in the Workplace
AAHAM Certifications Offer You Solid Steps to your Professional Success:
Certified Revenue Cycle Executive-I (CRCE-I)
Certified Revenue Cycle Specialist-I (CRCS-I)
Certified Revenue Cycle Executive-P (CRCE-P)
Certified Revenue Cycle Specialist-P (CRCS-P)
Certified Revenue Cycle Professional-Institutional
(CRCP-I)
Certified Compliance Technician (CCT)
Certified Revenue Cycle Professional-Professional
(CRCP-P)
For revenue cycle professionals
Formerly known as the Certified Patient Account Manager (CPAM)
for directors and executives
Formerly known as the Certified Clinic Account Manager (CCAM)
for directors and executives
For mid-level managers
Formerly known as the Certified Patient Account Technician (CPAT) for
front-line staff
Formerly known as the Certified Clinic Account Technician (CCAT) for
front-line staff
For compliance professionals
Certified Revenue Integrity Professional (CRIP)
For mid-level managers
American Association of Healthcare
Administrative Management
table of contents
features
8
8Optimizing Self-Pay Collection with Account Scoring & Segmentation
By Laurie Shoaf, CRCE-I
122015 Elections for the 2016-17 Executive Officers
14Patient-Friendly Billing: Creating a Positive Feedback Loop
That Benefits the Patient and Provider
By Randy Blue, M. Ed, CRCR
16The Six Million Dollar Question
By John Cook
18A New Approach to Mental Health
By Dorothy A. Martin-Nevillen, PhD
20Resistance in the Workplace
14
By Kimberly Scott
departments
2 Letter from the Executive Director
4 Letter from the National President
6 Washington Wire
By Paul A. Miller, PLC
22 Meet A Member:
Rosie Hartmann, CRCE-I, P, CRCP-I, P, CRCS-I, P, CCT
24 From the Desk of the Certification Director
16
By Maria LeDoux, CAE
27 Executive Certification Corner
By Erin Selin, CRCE-I, CCT
28 Professional Certification Corner
By Brenda Chambers, CRCE-I,P
28 Specialist Certification Corner
By Doris Dickey, CRCE-I
29 From the Desk of the Membership Director
By Moayad Zahralddin
34 Did You Know?
By Moayad Zahralddin
18
Winter 2015
35 National Calendar/The JHAM network
1
letter from the executive director
AAHAM National Office Staff
11240 Waples Mill Road, Suite 200, Fairfax, VA 22030
Executive Director Sharon R. Galler, CMP
703.281.4043, ext. 204
[email protected]
Membership Director Moayad Zahralddin
703.281.4043, ext. 202
[email protected]
Sharon R. Galler
ow, what a fantastic year we had and 2015 is off to a great start. AAHAM
continues to position itself as a leading resource for education and certification
for revenue cycle professionals. We have consistently worked hard to develop an infrastructure to help us identify and explore issues critical to our members. Responding to
our membership is paramount to us as we look to our future. I wanted to share some
impressive statistics from last year.
W
Membership
Membership was at an all-time high, we ended 2014 with 3103 members. Provider membership continued to outnumber non-provider member about 3 to1. We
continue to invest our membership dues income into strong programs for our members and to attracting new members.
ANI
ANI attendance in San Diego (483 individuals) outpaced previous years although
Las Vegas in 2011 was still the all-time winner (536 individuals). Our educational offerings and speakers are a strong draw, which is evidenced in our attendance numbers.
Certification
Certification is our “crown jewel” and our programs continue to be robust and
evolving. With the addition of our new AAHAM Certified Revenue Integrity Professional (CRIP) designation, we truly offer a complete career ladder and one in which
we can be extremely proud of. The certification names are designed to accurately
reflect current job and industry titles and reinforce AAHAM’s growth and continued
focus on healthcare revenue cycle professionals. We ended 2014 with record numbers in all certification levels:
497 Certified Revenue Cycle Executives (CRCE), our highest level designation.
4710 Certified Revenue Cycle Specialists (CRCS)
74 Certified Compliance Technicians (CCT)
Education
In addition to the ANI, we hold frequent webinars on a variety of member requested topics. Last year we held 20 webinars with over 800 registrants and several
thousands of “listeners.” These webinars offer the opportunity to earn CEUS and
receive up the minute education, no matter where you are located.
Legislative Day
The 10th anniversary Legislative Day attracted 115 attendees and focused on the
Telephone Consumer Protection Act (TCPA). We have been working hard to get this
issue passed and we are very close.
Continued on page 7
2
Certification Director Maria LeDoux, CAE
703.281.4043, ext. 201
[email protected]
Finance Manager Christelle Isambo
703.281.4043, ext. 216
[email protected]
Certification Amanda Leibert
Manager 703.281.4043, ext. 211
[email protected]
Manager of Danielle Burns
Meetings & Events 703.281.4043, ext. 209
[email protected]
Art Direction Christopher R. Izzo
& Graphic Design CRI Design
401.821.1849
[email protected]
AAHAM National Executive Officers
President Victoria DiTomaso, CRCE-I
System Director, CBO
Lee Memorial Health System
P O Box 150107
Cape Coral, FL 33915
239.242.6011 | 239.242.6005
[email protected]
Chair of the Board Christine Stottlemyer, CRCE-I
Director Patient Accounting
Memorial Hospital
325 S. Relmont Street
York, PA 17403
717.849.5431 | 717.815.2474
[email protected]
First Vice President John Currier, CRCE-I
Executive Director
Revenue Cycle Management
Gibson Area Hospital & Health Services
1120 N Melvin Street
Gibson City, IL 60936
217.784.2613 | 217.784.5853
[email protected]
Second Vice President Lori Sickelbaugh, CRCE-I
Executive Director
Revenue Cycle Operations
EMS Management & Consultants, Inc.
2540 Empire Dr # 100
Winston-Salem, NC 27103
336.397.3975
[email protected]
Treasurer Amy Mitchell, CRCE-I
Director, Revenue Cycle Support Services
University of Utah Hospital
127 South 500 East #500
Salt Lake City, UT 84120
801.587.6486 | 801.587.6675
[email protected]
Secretary Linda Patry, CRCE-I
Director, Patient Financial Services
Mary Washington Healthcare
2300 Fall Hill Avenue
Fredericksburg, VA 22401
540.741.1591 | 866.774.9287
[email protected]
Legal Counsel Richard Lovich, Esquire
Stephenson, Acquisto, & Colman
303 North Glenoaks Blvd. #700
Burbank, CA 91502
818.559.4477 | 818.559.5484
[email protected]
The Journal of Healthcare Administrative Management
Professional Certification
Webinar Series
Available Now As Downloadable MP4’s
AAHAM and top CRCE-I & CRCE-P present a
four part Webinar Study program
for the AAHAM Professional Exams:
Access • Billing • Credit & Collections • Accounts Receivable Management
The entire 4 part recorded MP4 series costs $350.00.
Individual parts can be purchased separately for $125.00 each.
❏ Yes, I want all 4!
❍ 4 Part Series as MP4:
$350.00 Member rate
❍
4 Part Series as MP4:
$450.00 Non- member rate
❏ No, I only want the following sections:
❏ Enclosed is my check. Please make payable to AAHAM.
❏ Please charge my credit card: ❍ AMEX ❍ MasterCard ❍ VISA
Card Number: ________________________________________________________
Name on Card: ___________________________________ Exp. Date: ___________
Signature: ___________________________________________________________
$125 per section as MP4 - Member rate
SHIPPING INFORMATION
$225 per section as MP4 - Non-member rate
Name: ______________________________________________________________
Individual Sections:
Please check which section(s) you want:
Company: ___________________________________________________________
❍ Part 1 Access
❍ Part 2 Billing
❍ Part 3 Credit & Collections
❍ Part 4 Accounts Receivable Management
City: __________________________________ State: ________ Zip: ___________
Address: ______________________________________________________________
CONTACT INFORMATION
Name: __________________________________ Phone: ___________________
Email Address: _______________________________________________________
Email, fax or mail this registration form along with your payment to:
AAHAM CRCE-I/CRCE-P Study Sessions, 11240 Waples Mill Road Suite 200, Fairfax VA 22030
Fax: 703.359.7562 • Email: [email protected] • Questions? Please call 703.281.4043 x202
Winter 2015
3
letter from the national president
Dear Friends,
I
hope you are surviving this winter and looking forward
to spring. Keep in mind thoughts of daffodils, tulips,
tiny green leaves, warmer temperatures and sunny days. The
worst is surely over.
Speaking of spring, I hope you are all making your plans
to join us in Washington, D.C. for our 11th annual Legislative Day. In an effort to make your travel schedules a bit
Victoria DiTomaso, CRCE-I easier, we are trying something new this year. The kickoff
to Legislative Day will be late in the afternoon on Monday,
March 30th and we will “storm The Hill” on Tuesday, March
st
31 . The city is so beautiful in the early spring. We will be just ahead of the cherry blossoms,
but I always love the multitudes of tulips that seem to be planted everywhere.
The Government Relations committee has been working so diligently on the TPCA issue that we have been meeting with our politicians on over the last few years. As you know,
besides asking for their support, we also filed a petition with the FCC requesting that they
look at the act itself and consider modernizing it. I hope that all of you took a moment and
responded to the committees request to submit your comments in support of the petition to
the FCC. It is vitally important the FCC understands the impact of this antiquated act has
on our day to day operations. I am so proud of the committee and AAHAM’s commitment
to this cause for the benefit of all of our members.
While in Washington during Legislative Day, we will also be talking about the HIP Act
of 2014 with our representatives on the Hill. As I am sure you are aware, the HIP Act was
created in response to many Medicare issues we are currently experiencing with the Two
Midnight Rule, the Recovery Audit Contractor program and many other complex problems
that need a comprehensive solution. This will be our opportunity to show our support for
this act on behalf of all of our members.
We have made so many strides in our eleven years of Legislative Days, and I am proud
of all we have accomplished. This year will be no different. Make your plans now so you will
not miss something this important and meaningful.
The AAHAM Board of Directors, made up of your elected officers, committee chairs
and local chapter presidents all attended the January winter board meeting in Orlando, Florida. It was held at the Swan Hotel at Walt Disney World, where the 2015 Annual National
Institute will be held in October. It is a beautiful location, and based on the work already
done in preparing for the conference, it is going to be a remarkable one.
During the board meeting, each local chapter president met with their committee, and
the committee chair presented a report of all they have been working on since the ANI in
San Diego. An amazing amount of work is being done to constantly enhance the benefits of
being an AAHAM member. Membership is growing at a fast pace, we are adding new chapters, our certification programs are exploding with interest and our government relations
and education committees are doing great things. It is a wonderful time to be a member!
I am looking forward to seeing you at Legislative Day, or perhaps at one of your local
meetings that I have been invited to, or at the ANI. I am honored to be your president, and
I am so proud of all we are accomplishing on your behalf.
Happy Spring! Remember to be kind to one another, and bring joy to someone’s day.
“Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an
honest compliment, or the smallest act of caring, all of which has the potential to turn a life
around.” Leo Buscaglia”
Deadlines & Submission Guidelines
The Journal welcomes submissions from AAHAM
members. Submission deadlines are as follows:
Journal Issue
Spring 2015
Submission Deadline
May 29, 2015
Send submissions to:
Executive Director, AAHAM
11240 Waples Mill Road, Suite 200
Fairfax, VA 22030
[email protected]
Please send a copy of your submission on a CD
n
or flash drive, or e-mail it to:
[email protected].
nLeave a one-inch margin on the top, bottom, and sides.
nUse upper- and lower-case letters as you would in typing
any correspondence.
nIndent the first line of each paragraph five spaces.
Include a cover page with the following information:
n
Author’s name, (degrees, certifications)
Place of employment
Position
Address
Phone/Fax number
AAHAM Chapter Affiliation (if any)
nAny article submitted for reprint in the Journal must be
accompanied by written permission to reproduce from the
original source.
nDo not use abbreviations or italics.
nAll photos become the property of AAHAM, unless you
specifically request that they be returned. Each picture
should be accompanied by a listing of all individuals in the
picture (left to right). Black and white pictures reproduce
better than color.
nAll articles are subject to editing by AAHAM. AAHAM
reserves the right to hold articles for future Journal issues
when space is limited.
nArticles referring to or endorsing specific products or
services will not be considered.
The Journal is published quarterly by the American
Association of Healthcare Administrative Management,
11240 Waples Mill Road, Ste. 200, Fairfax, VA 22030.
Opinions expressed in this publication represent the
viewpoint of each author, and do not necessarily reflect
the policy of AAHAM. Advertisements do not necessarily
imply sponsorship by AAHAM.
Subscriptions are included with AAHAM membership.
Reprints are available from the National Office in
portable document format (PDF) for a $75 fee per article.
Prepayment is required.
© Copyright 2015 by the American Association of
Healthcare Administrative Management.
www.aaham.org
Warmly,
Vicki
4
The Journal of Healthcare Administrative Management
AAHAM Professional Recertification Form
Continuing Education Units (CEUs)
CRCE-I/CRCE-P
Certification Designation:
First Name:
Last Name:
National Members ID#:
Address:
City:
State:
Work Phone:
Home Phone:
No. of
Hours/Units
X Weight
No. of
Hours/Units
X Weight
No. of
Hours/Units
X Weight
No. of
Hours/Units
X Weight
= CEUs
Earned
= CEUs
Earned
= CEUs
Earned
= CEUs
Earned
Zip:
Email:
Description:
Date Earned:
Descritpion:
Date Earned:
Descritpion:
Date Earned:
Descritpion:
Date Earned:
Weight
Activity Qualifying for Continuing Education Units (CEUs)
1.0 unit
Each hour proctoring a professional certification exam
1.0 unit
Each hour proctoring a technical certification exam
1.0 unit
Each professional exam section completed and graded by deadline
1.0 unit
Each hour in attendance at an educational program or class relating to the
healthcare field
1.0 unit
Each hour coaching an organized technical certification review session
1.0 unit
Question, answer and reference material submitted and accepted into the
professional exam bank
2.0 units
Each hour in attendance at an AAHAM sponsored educational program
2.0 units
Authored an article published in an AAHAM Chapter publication
2.0 units
Attendance at a National President’s meeting
2.0 units
Director or Chapter Committee Chairperson
2.0 units
Each hour coaching an organized professional certification review session
3.0 units
Attendance at an AAHAM audio conference
3.0 units
Authored an article published in a National AAHAM publication
3.0 units
Given presentation related to AAHAM, patient accounting or healthcare
administrative management (AAHAM related credit given if made at an
AAHAM sponsored event or if presenter is representing AAHAM)
3.0 units
Chapter Officer
4.0 units
National Committee Chairperson
6.0 units
Officer of National AAHAM
8.0 units
Attendance at AAHAM Legislative Day
Note: A CEU is defined as a sixty
(60) minute period of education
* Be Sure to Attach
Supporting Documentation
Mail Completed Recertification Form
and backup documentation to:
AAHAM National Office
Professional CEUs
11240 Waples Mill Rd #200
Fairfax, VA 22030
Signature _____________________________________________________________________ Date _____________________________
washington wire
Paul A. Miller, PLC, Lobbyist
T
he elections are over and the time for
governing begins. The day after every
election we see the dance that begins. The
winners come out and in most cases, talk
about the need to work with the other side
on critical issues facing voters, while giving
the old “poke in the eye” those elections have
consequences. The losers for their part do
the same dance talking about the willingness
to work together, while making it clear they
will not be run over either. These “Kumbaya” moments last for about 72 hours before
the partisan sniping begins. This year was no
different. What is different is the mood of
the electorate, which is watching very carefully what each party does, or doesn’t do.
Each move will be an audition for control of
the Congress and the upcoming 2016 race
for the White House. Both sides know a lot
is at stake for the next several election cycles,
and the next two years will decide who voters trust most to govern.
Don’t misread this article to believe
that Congress is going to set the world on
fire with its bi-partisanship or pass a record
number of bills because it isn’t. We will still
have partisanship. We will still see key issues
struggle to get votes or even Committee action. What I am optimistic about is the opportunity this new Congress presents for a
conversation on issues that result in driving
new revenues to the government, while allowing for the healthcare sector to use new
technologies to help meet the standards set
by the Affordable Care Act.
Just because Washington is still in partisan mode, don’t think for one minute AAHAM can sit back and put things on cruise
control. AAHAM has been successful in
Washington for one reason, they are engaged
and stay engaged. AAHAM’s success has been
built on their understanding of Washington
and taking every opportunity that presents
6
Why AAHAM
Can’t Afford to Take
Its Eye Off the Ball
itself on key issues. This year is no different.
AAHAM continues to lead the fight for
reforming the Telephone Consumer Protection Act (TCPA). For some, this issue has
been frustrating. For others, we have heard
why bother, Congress won’t do anything.
I believe there is an opportunity to get the
changes we want and the TCPA needs. Late
I 2014, AAHAM filed a petition for Declaratory Relief with the Federal Communication Commission (FCC). AAHAM’s petition, which we hope gets ruled on before
Legislative Day, is an important one for the
healthcare sector. This petition and ultimate
decision will either signal the FCC’s continued support for frivolous lawsuits and the
trial lawyers making millions filing them, or
it will create a new path allowing hospitals
to meet the requirements set by the ACA.
If the FCC rules in AAHAM’s favor, this
ruling would mean that hospitals can better serve patients in today’s ever changing
healthcare industry by using new technologies that will help drive down outdated costs
in the current healthcare system.
What is so frustrating about this issue,
is that so often in Washington we hear lawmakers make grand speeches how the government is holding entrepreneurs back; how
government is stifling competition; how
government is creating red tape prohibiting
businesses from using technology to help
drive healthcare costs down, yet Congress
has failed to act on this issue or has failed
to make it easier for hospitals to better serve
their patients. This isn’t an issue that should
be, or in the past, has been partisan. There
has been bi-partisan legislation introduced
that would have fixed this problem, but it
was the trial lawyers who killed it. For the
past four years, President Obama has asked
for this change to help the government collect unpaid taxes. And, the kicker here, is
that with the federal government having over
$17 trillion worth of debt, could use a solution like ours, which actually brings in new
revenues to the federal government. These
simple changes would also help drive down
the continuing increase of healthcare costs,
which is what consumers want. Whether
you like the ACA or not, the reality is this
law places new requirements on hospitals
that they simply cannot meet without the
use of new technologies. Hospitals should
not have to face the continuing increase in
lawsuits because they use technology to call
a number provided by a patient. Hospitals
should not be held hostage to Congress and
the White House when they pass laws mandating certain action, but fail to help change
outdated laws to help these same hospitals
remain compliant.
Technology is changing every facet of
our lives and yet our laws have failed to keep
pace with these changes. The TCPA passed
in 1991 didn’t envision social media being
used to help keep patients and the community informed. The TCPA did not envision
texting being used by hospitals to keep patients informed. Again, our lives are busier
than ever before and technology has allowed
us to keep up. The problem hospitals face
today is technology has allowed us to keep
up with our personal lives, but the governments failures have prevented hospitals to
keep up with patient needs. At the time the
TCPA legislation was passed, over 90% of
U.S. households relied on their home or
landline phone. Only 3% of Americans had
a mobile phone, they were truly the province of the elite. So much has changed since
then. Today, the trend is away from landline
phones, nearly 2 in 5 American homes no
longer have them, and toward mobile-only
households. And a new form of commuContinued on page 7
The Journal of Healthcare Administrative Management
washington wire
continued from page 6
nication, text messaging has emerged. In
2012, more than 2.19 trillion text messages
were sent and received.
Today two in every five American homes
(44%) had only wireless telephones (also
known as cellular telephones, cell phones, or
mobile phones) during the first half of 2014,
an increase of 3% since the second half of
2013. In addition, nearly 33.1% of American homes received all or almost all calls
on wireless telephones despite also having a
landline telephone. This report presents the
most up-to-date estimates available from the
federal government concerning the size and
characteristics of these populations. 59.1%
of adults living in poverty tend to be wireless
homes only. The numbers in all categories
continued from page 2
This first Journal issue of 2015 has
very timely and interesting articles, be sure
to read our cover article about optimizing
self-pay collection by Past National Chair
of the Board, Laurie Shoaf. Randy Blue’s
article and John Cook’s articles both offer
important tips to put into place in your organizations now. Kimberly Scott’s article
on change in the workplace and Dorothy
Martin-Nevillen’s article on mental health
Winter 2015
continue to grow and why this has become a
major issue for the healthcare sector.
This is why AAHAM’s Legislative Day
is so important. We have made very good
progress in our efforts to shine light on the
issues facing hospitals and the TCPA today.
We cannot simply think the FCC will do
the right thing and agree 100% with our petition (it would be nice, but I think unrealistic). We need to keep up the fight and put
more pressure on Congress to finally modernize this outdated law. Again, AAHAM
isn’t asking to change the original intent of
the TCPA, which was to prohibit telemarketing calls to cell phones. We are asking for
common-sense changes to an outdated law
that has not kept pace with changes in how
technology is being used today. In our petition we still require patient consent before
using any technology to call their cell phone.
In our petition we talk about using technology to contact our patients at numbers they
have provided and which are not randomly
generated. Again, common-sense solutions
that are good for patients, hospitals and all
consumers wanting lower healthcare costs.
So, when your boss or colleagues ask
you why you want to attend AAHAM’s Legislative Day, simply say this is an event you
cannot afford to sit out. Tell them there is a
big return on investment for your hospital.
Tell them spending a small registration fee
could potentially save them millions in legal
fees, court costs and settlement costs.
I plan to be at Legislative Day, do you?
are very informative. I hope you enjoy
reading about Rosie Hartmann in “Meet
a Member”, she is truly an inspiration. In
addition to our regular columns, we also
have “Certification Corner” columns from
all three of our hard working certification
chairs which we hope you will enjoy.
Hard to believe but 2015 is an AAHAM election year for the 2016-17 executive officers. Charles Myers, CRCE-I, is
our new Nominating & Voting Chair and
he has put together the election timeline
on page 12, so start considering who you
think will make a good officer.
Our 11th Legislative Day is coming up March 30-31, at the convenient
Capitol Hill Hyatt, just a short walking
distance from our nation’s Capitol. Our
topics this year are the TCPA as well at
the HIP Act of 2015. We sure hope to see
you there!
Look for us (and Like Us) on Facebook and LinkedIn, and don’t forget to
check out my blog! Happy spring y’all!
Mr. Miller can be reached at
[email protected]
7
Optimizing Self-Pay Collection with
Account Scoring
& Segmentation
By Laurie Shoaf, CRCE-I
Content Manager, CCI
Past AAHAM National Chair of
the Board, Member of
the AAHAM Carolina chapter
O
ne positive outcome of the Affordable
Care Act (ACA) is the number of individuals who have obtained insurance coverage through the “Healthcare Marketplace.”
There are close to 7.5 million individuals
who have secured health insurance coverage
through the Marketplace as of December
20141. However, the fallout is these individuals will be taking on more responsibility
for the cost of their care as high deductibles
and coinsurance plans. In addition, high deductible plans have quickly become the preferred method of coverage by employers. To
date, approximately 80% of the plans sold
in the Healthcare Marketplace have been in
the “bronze” or “silver” categories. Plans in
these categories have very high deductibles;
often at levels twice the national average of
deductibles in employer sponsored plans,
with some as high as $15,000 for a family.
A recent report by the Deloitte Center
for Health Solutions2 shows that patient
out of pocket healthcare expenses reached
$672 billion in 2012. The amount a typical
patient owes for their medical services will
continue to rise as a result of the popularity of high-deductible plans and larger coinsurance amounts grows with employers
as well. Unfortunately many consumers
are not prepared for the high out of pocket
costs they will incur and are not able to re8
solve out of pocket costs when services are
incurred. So what is a health system or hospital to do? The approach to self-pay collection efforts must be more forward thinking
than ever before.
Understanding the collectability of the
self-pay population is paramount in today’s
revenue cycle environment. Predictive analytics, scoring and segmentation offers the
ability to identify and separate accounts that
have the greatest propensity to pay from those
that may qualify for financial assistance. Even
though scoring and segmentation is considered best practice3, a mysterious air often
surrounds the interworking of the process.
There are a number of components involved,
along with several key points to keep in mind
as you look for a scoring and segmentation
solution. We will examine those below.
Scoring and Segmentation
For years many health systems and hospitals have sent letters, called patients and
assigned accounts to external collection
agencies at the same point in time for most
accounts, often based on the size of the account balance. New technology, data, and
solutions are now available that provide the
opportunity to look at the process from a
new perspective.
As more data has become available,
we are able to mine valuable information
to make informed decisions on how to approach self-pay collections in a new and different way. Today, the ability to score and
segment accounts allows us to create specific
strategies for different groups of accounts
based on their unique attributes.
Definition of predictive analytics
Predictive analytics is the practice of
extracting information from existing data
sets (“big data”) in order to determine patterns and predict future outcomes and
trends. Predictive analytics does not tell you
what will happen in the future. It forecasts
what might happen in the future with an acceptable level of reliability
Propensity to pay scoring
Through the use of predictive analytic
tools, a “propensity to pay” score is assigned
to an account based on the probability of
recovering the balance. This process generally takes thousands of variables into consideration to calculate the likelihood a patient
will pay the balance as well as calculating the
patient’s ability to pay.
The scoring methodology helps drive
superior collection results by predictively
distinguishing those accounts that are more
likely to pay from those that are less likely
to pay. When used in conjunction with segmentation, the propensity to pay score will
determine which collections route is likely
to provide an optimal result.
All propensity to pay scores are not
created equally
There are a number of scoring tools
available and choosing the right one is important. A propensity to pay score is not a
credit (FICO) score but is a healthcare specific score indicating the likelihood for payment of healthcare debt.
There are a variety of characteristics on
Continued on page 9
The Journal of Healthcare Administrative Management
continued from page 8
which to base scores, some of the most common include demographic data, identity databases, asset data, and financial data. The
Winter 2015
more characteristics that scoring is based on,
the more precise scoring prioritization can
be. Look for scoring models that specifically
target healthcare debt and utilize comprehensive, accurate inputs.
When to invoke propensity to pay
scoring
Best practices3 have scoring taking
place the day of billing on pure self-pay accounts or when a balance becomes self-pay
Continued on page 10
9
continued from page 9
on insurance accounts. However, timing of
the scoring can always be based on hospitalspecific workflows and unique needs.
Segmentation
Using a combination of propensity
to pay scores and analytics, accounts that
share demographic and financial profiles are
segmented into groups. A segment’s likelihood of payment is defined based on the
propensity to pay score, historical payment
information and consumer data. Segmenting accounts provides the ability to target
groups of accounts with the appropriate
communication strategies to improve collections. Based on an account’s segmentation,
different timing, strategy and frequency may
be engaged. In addition to improving collections, this targeted communication approach enhances the patient experience.
Improve the collection of self-pay
balances through segmentation
Precise selection criteria can be used to
drive variable campaigns to present the right
message and options in front of the right
patients. This provides the ability to focus
self-pay investments for greater returns and
secure industry leading best practices for
performance.
For example, a patient who is highly
likely to pay will go through the normal
billing cycle or “low action” cycle. A patient
who is moderately likely to pay can undergo
focused collections or “high action”, and one
who is least likely to pay will be screened
for Medicaid or charity care eligibility. Even
more advanced segmentation strategies,
which are preferred, combine the probability
of collection with the amount of the balance.
10
Monitor the success of scoring and
segmentation
The use of scoring and segmentation
requires periodic adjustment. The success of
the performance of each segment should be
monitored to determine if the segmentation
remains productive and collection strategies
are effective. Any areas that need further refinement can be modified or a new approach
can be pursued.4 Scoring partners should
include a plan to revalidate the scoring by
routinely revisiting segmentation results to
adjust predictive algorithms as needed for
increased returns.
Selecting a scoring and
segmentation partner
As with any third party partner, various levels of service are available at different
price points. With scoring and segmentation it is crucial that the partner selected is
interested in providing a service to your organization and not just interested in providing a transaction, or a score.
The partner should be ready to invest in
a larger strategy, to provide education on the
process and benefits of scoring and segmentation. They should have the ability to incorporate the data into improved workflows
to better utilize the newfound information.
Some partners may have the ability to
execute the workflows and assume responsibility for management of the communication processes such as patient statements,
letters, phone calls and auto reminder calls.
Attributes/Qualities to look
for in a scoring partner
Several attributes unique to scoring to
consider when selecting a partner include:
•Interest in working to meet the diverse
Days
Low Action
High Action
0-15
Letter Letter
16-30
Live agent call
31-45
Auto reminder Letter
46-60
Letter Live agent call
61-75
Auto reminder Letter
76-90
Auto reminder Letter
needs of your community
• Belief in affording every patient the opportunity to resolve their account balance
• Prescribe the right treatment strategy with
the right messaging to achieve the greatest
account resolution opportunity
• Provide varied campaigns to increase your
collection performance across all segments
•Continuously monitor and validate the
scoring model to drive performance improvement
• Utilize a proven combination of helpful
communication tools and advanced collection technologies with a personal and
caring touch
In Conclusion
For years many health systems and hospitals have treated most self-pay balances
in the same manner, only varying activity
based on the size of the account balance.
Now, with new technology, data, and solutions available there is an opportunity to
look at the process from a new perspective.
Through the use of scoring and segmentation, collection results are improved
by predictively distinguishing those accounts that are more likely to pay from
those that are less likely to pay. Organizations are equipped to better focus collection
actions on the accounts that contribute the
most cash.
This provides the ability to focus selfpay investments for greater returns and secure industry leading best practices for performance. Practicing organizations find that
as much as 80% of their cash is attributed to
only 40% of the accounts.
Optimize self-pay collections by choosing the right partner, implementing leading
scoring and segmentation solutions and following industry best practices. n
Ms. Shoaf can be reached at 336.761.1534
x 1250 and [email protected]
1 ACA enrollment numbers for those paying their premiums - www.obamacarefacts.com
2 Deloitte Center for Healthcare Solutions Report Dig Deep: Impacts and implications of Rising Outof-Pocket Healthcare Costs
3 HFMA – Best Practices for Resolution of Medical Accounts – A Report from the Medical Debt Collection
Task Force
4 HFMA – Revenue Cycle Forum – Scoring and Segmenting Self-Pay Accounts
The Journal of Healthcare Administrative Management
2015 AAHAM ANI
With highly informative session tracks, AAHAM’s
2015 ANI promises real-world solutions you can
put into use immediately at your facility.
Mark you calendar now and put the ANI in
your budget. Join us in wonderful Walt Disney
World, Orlando Florida and get ready to enter
“The Wonderful World of Revenue Cycle.”
October 14-16, 2015
Walt Disney World Swan Hotel
Orlando, Florida
2015 Elections for the 2016-17 Executive Officers
By Charles Myers, CRCE-I
Nominating & Voting chair
I
t is time to select our executive leadership
for the 2016-17 term. Available positions
are: President, 1st Vice President, 2nd Vice
President, Treasurer and Secretary. I am
honored to announce the following election
timeline:
2015 Election Timeline:
Nominations declared open
April 1
Nominations close
May 6
Nominees eligibility & acceptance confirmed
May 15
Slate of Candidates presented to Chairman of the Board
May 18
Candidates introduced to the membership
June 15
Voting period declared open
Voting period closes
Results to Chairman of the Board
Candidates notified of results
Board of Directors notified of results
Membership notified of results
July 10
August 14
September 1
September 8-11
September 8
October 14th - ANI
CRCS–I
-Certified Revenue Cycle
Specialist – Institutional
CRCS–P
-Certified Revenue Cycle
Specialist – Professional
AAHAM certifications can give you a powerful competitive
advantage with employers. Certifications demonstrate that
you have mastered the common body of
knowledge for you profession. AAHAM
Study Manuals will help assist you
in preparing for AAHAM certification
programs. These manuals are the
gateway to studying for and passing
these exams. The manuals include
review questions and study tips.
Log on to www.aaham.org for more
information and to order your Exam
Study Manual today!
12
The Journal of Healthcare Administrative Management
THE AMERICAN ASSOCIATION OF HEALTHCARE ADMINSTRATIVE MANAGEMENT
AAHAM Providing Excellence in the Business of Healthcare
Certification, Compliance, Leadership Development, Networking, Advocacy
American Association of Healthcare
Administrative Management
Patient-Friendly
Billing:
Creating a Positive Feedback Loop
That Benefits the Patient and Provider
By: Randy Blue, M. Ed, CRCR
Executive Director, McKesson’s Business
Performance Services Division, member of the
AAHAM Evergreen chapter
P
atient billing traditionally hasn’t been a
focal point for customer service efforts
in healthcare. That’s changing today as organizations pursue the benefits of a more patient-friendly billing experience. Improving
the patient side of revenue cycle management can strengthen customer satisfaction,
contribute to performance bonuses, increase
loyalty and generate new referrals. It can also
reduce bad debt by improving the odds that
self-pay balances will be collected in a timely
fashion.
Strategies for developing patient-focused billing involve improved communications, simplified statements and providing
a single point of contact for billing issues.
Even seemingly minor tweaks like reducing
customer hold time can have a dramatic impact on customer perceptions, studies show.
Customer satisfaction
takes center stage
Customer satisfaction has emerged as a
key component in the Patient Protection and
Affordable Care Act’s (ACA) overall push to
improve healthcare quality. Today, customer
satisfaction data collected through the Hospital Consumer Assessment of Healthcare
Providers and Systems (HCAHPS) survey is
used to help calculate performance bonuses
and penalties developed under the Center
14
for Medicare & Medicaid’s (CMS) Hospital
Value-based Purchasing Program.1 Patient
satisfaction scores also figure prominently in
CMS’ Accountable Care Organization quality measurement efforts, as well as the physician performance bonuses and penalties
implemented through the Physician Quality
Reporting System (PQRS).2
Beyond supporting these reform-driven programs, positive customer experience
scores generate dividends in their own right.
The continued growth of high-deductible
health plans means that consumers increasingly are shopping for care based on both
cost and perceived value. As a result, the
ability to promote customer satisfaction
represents another way for providers to differentiate themselves in a competitive environment. A positive billing experience can
generate word of mouth referrals and positive customer feedback on social media sites.
Significantly, a 2013 survey conducted by
Connace found that 88% of patients with
highly positive billing experiences would
recommend a hospital to friends.3
And as patient financial responsibilities increase due to high deductible plans,
strengthening effective patient communications also can translate into accelerated cash
flow. That means reduced days in A/R, reduced collection expense and less bad debt.
According to a 2014 survey by TransUnion,
75% of responding patients stated that
pre-treatment estimates of out of pocket
costs would improve their ability to pay for
healthcare.4
Communication key to
patient-friendly billing
Effective communications about a patient’s financial obligations provided both
before and after the episode of care, are at the
heart of a customer-friendly billing process.
Organizations should make every effort
to develop a system that can give patients
an accurate estimate of their total out of
pocket expense at the time of registration or
procedure check in. Patients who may have
difficulty immediately paying their entire
balance should be given the opportunity to
make installment payments over time.
Additionally, statements submitted after care should be clearly written and concise. Whenever possible, the balances due
from all providers involved in a care event
should be consolidated into a single, easily
understood statement.
While many organizations may not yet
be sufficiently integrated to offer this service,
they should work with their care partners to
determine how such a statement could be
produced. A consolidated statement is critical, since multiple bills for what the patient
rightly views as a single episode of care can
confuse and frustrate customers and lead to
slow or no pay. Patient-friendly billing can
be further enhanced by providing a dedicated customer service contact for patient
questions about billing issues. The ability for
patients to connect with a specific individual educated in all financial aspects of their
care should help reduce consumer frustration and ill will. This level of service can be
Continued on page 15
The Journal of Healthcare Administrative Management
continued from page 14
taken a step further if the billing representative offers to contact insurance providers,
healthcare providers, healthcare facilities or
government agencies on the patient’s behalf.5
Best practices from
remote call centers
Since telephone conversations are the
primary method for communicating with
patients about financial matters, setting the
groundwork for a positive phone experience
from the consumer’s perspective is critical. In
fact, a study by Frost & Sullivan Research
suggests that being on hold for an extended
period of time is one of the primary causes
of customer dissatisfaction. Moreover, it can
take only two negative phone experiences for
a consumer to develop a diminished opinion
of the service provider.vi To meet the challenge of prompt, personable and knowledgeable communications, organizations may
wish to contract with a dedicated outsourced
call center. Call centers focused specifically
on revenue cycle issues can provide detailed
information regarding co-pays, dates of service and amounts due, and also work with
Winter 2015
patients to develop workable plans for paying down balances. Additionally, qualified
centers offer a scalable solution that can be
ramped up as patient volume increases.
Fostering loyalty and
goodwill to boost referrals
As a patient’s healthcare financial obligations increase, their interactions with billing personnel carry an ever-greater weight.
For many, perceptions formed during these
encounters can have a major, if not decisive,
impact on the way the overall organization
is viewed. For that reason, it is critical that
providers work to develop truly customerfriendly billing services. By reducing wait
times, empowering dedicated, knowledgeable personnel, offering payment flexibility
and creating easy to understand statements,
providers will foster loyalty and goodwill.
These positive feelings improve the
likelihood of return business and also boost
the prospect of referrals and beneficial social
media reviews. Affirmative patient feedback,
in turn, supports quality scores that can
produce performance bonuses. Reasonable
billing procedures and accessible, respectful
billing personnel can help strengthen cash
flow, reduce collection costs and cut bad
debt. All told, patient-friendly billing is a
positive feedback loop that, once in place,
can continue to generate key benefits for
both consumers and healthcare organizations for years to come. n
Mr. Blue can be reached at
[email protected] and
360.422.5832
1 “HCAHPS: Patients’ Perspectives of Care Survey,”
Centers for Medicare & Medicaid Services, Sept.
25, 2014, http://www.cms.gov/Medicare/QualityInitiatives-Patient-Assessment-Instruments/HospitalQualityInits/HospitalHCAHPS.html
2 Quality Measures and Performance Standards, “
Centers for Medicare & Medicaid Services, Dec. 31,
2014, http://www.cms.gov/Medicare/Medicare-Feefor-Service-Payment/sharedsavingsprogram/Quality_Measures_Standards.html
3 Dustin Whisenhut, “Making the Revenue Cycle an
Ambassador for Your Organization,” hfma.org/rcs,
November 2014, http://bit.ly/1yrWIYF
4 “TransUnion Survey Finds Patients Willing to Pay
More of Their Bills With Improve Billing Information
at the Time of Service,” TransUnion, April 7, 2014,
http://transunion.mwnewsroom.com/press-releases/transunion-survey-finds-patients-willing-to-paymo-1104086?feed=abde9b49-8716-4c7b-b7a3-bff44ca35beb#.VLkjrSvF_h4
5 Whisenhut, “Making the Revenue Cycle an Ambassador for Your Organization,” hfma.org/rcs, November 2014, http://bit.ly/1yrWIYF
6 “This is Your Wake-Up Call: Ten Ways to Improve
the Patient Experience,” McKesson Business
Performance Services, January 2015, http://bit.
ly/1wggkth
15
The
Six Million
Dollar
Question
By: John Cook
Chief Client Officer for Professional
Recovery Consultants, Inc., Past President and
Member of the AAHAM Carolina chapter
R
evenue Cycle Managers are facing a
whole new set of challenges in 2015,
which will intensify their need for solid and
continued cash flow. At the same time, it is
top priority to not only increase patient satisfaction, but to exceed it. It is a good time
to review your current processes and make
necessary changes or improvements.
I am going to pose what I now call the
“Six Million Dollar Question.” This question centers on an ultimate goal of improving cash flow and communication with the
patient. Rate your organization on a scale of
0-10. Take the short quiz to the right.
On a scale of 0 to 10, how well do you
communicate your patients’ payment responsibility?
A good starting point is to take a close
look at some areas that are critical for defining where you are and where you want to be.
Continue to use the 0-10 scale and consider
these questions.
Here are some other thoughts to consider on your journey to increase cash flow
and improve patient satisfaction:
Gathering accurate and up to date information is the single most critical piece of
the patient admission process: The result
will be cleaner claims which will result in
less denials and faster turnaround. This is
the high dollar piece.
Financial clearance for patient: Determine any patient issues and challenges
they may have in paying their bill. This
is the opportunity to offer other options
such as Medicaid, assistance in applying
16
____ Overall, how would you rate your pre-encounter program? Is there a good
solid program in place? Could this be a project that has been overlooked
due to time and resources?
____ How would you rate the information you get from patients? Is the information current and inclusive of what you need?
____ How would you rate your clean claims? Would claims be cleaner if better
information was obtained?
____ How would you rate your scheduling process and software? I remain in
favor of centralized scheduling where everyone is on the same page.
____ How would you rate your insurance eligibility capabilities?
____ How would you rate your ability to estimate charges? This is a critical piece
which enables the provider the ability to estimate charges and future patient liability. This is the time to employ pre-service collection and increase
patient satisfaction, because the patient truly understands what to expect.
____ How would you rate your ability to refer uninsured patients to their payment
options? What programs are in place? Do you assist the patient with Medicaid or ACA insurance applications? Is charity care an option?
____ How would you rate your current collection policies and procedures? Policies must be updated and there must be total buy in and approval of administration.
for insurance through the Affordable Care
Act, clearing up any past due accounts, or
determining possible charity care or financial assistance.
Communication of expectations: This is the
opportunity to provide the patient with estimates and potential balances after insurance pays. Providing expectations will assist
the patient in planning for these expenses.
Pre-Service collection: Simply stated, asking for money up-front (i.e. deductibles,
co-pays, past due debts, deposits).
Statement presentment: Statements must
be clear, understandable, leaving no more
for confusion.
Service Excellence: Make the difference.
Create the first impression.
How would your patient rate your organization if asked this question, on a scale
of 0 to 10, how well did this provider communicate your payment responsibility? n
Mr. Cook can be reached at
[email protected]
The Journal of Healthcare Administrative Management
Winter 2015
17
A New Approach to
MentalHealth
By Dorothy A. Martin-Nevillen, PhD
President/Founder of
Dorothy A. Martin-Neville, LLC
M
ental illness, once the main focus of
psychotherapy, is now a very small
aspect of this work. The major focus in my
practice, for the vast majority of individuals,
their real difficulty is much more in terms
of finding true peace, relaxation, and joy in
their lives. Finding their purpose, a sense
of self, a passion for living, and a real sense
of belonging are the motivating factors for
most who are currently seeking help. Listening to the news, following the economic
trends, and looking at the state of relationships in today’s world can cause anyone to
feel overwhelmed and lost in a sea of difficulty and burden. Unfortunately, for most,
to varying degrees that is their reality.
When we begin to think that life is random and happens “to” us, we can become
frightened and often reactionary. This way
of thinking results from a belief that we are
no longer actively co-creating our journey
but rather passive recipients of what comes
our way. However, when we begin to recognize our own power and that no matter
what happens, we will land on our feet, even
if we don’t like where we land, we can then
adapt and figure out where to go from there.
Anxiety and/or depression, which are the
most commonly presented difficulties for
those entering treatment, are actually normal emotional consequences for those who
have lost their way without realizing it and
who see themselves as powerless in their life.
As an example, depression exists only to
the extent that we believe we are powerless.
It happens often with folks who have done
18
everything right, and yet who ask the common question; “what happens when you
have done everything right and yet it all feels
or goes so wrong?” My response is always:
“stop doing everything right and start doing everything real. Learn who you are, not
who you think you should be.” This may not
be a simple answer to understand or accept
since most folks think that who they have
worked hard to become is the real them. If
that were the truth, they would be at home
in their own skin and in their own lives. See
what is happening around you and respond,
don’t react to it. However, we tend to forget
that we are all spiritual beings, embodied
souls, living an adventure and becoming all
that we are capable of being. When we lose
sight of the spiritual realities of life, and the
understanding that we have never walked
alone, we get caught in the superficial aspects of the journey and tend to move toward survival rather than living. We go into
reaction and fear instead of power and creative determination. As a result, our health
on all levels is compromised. Research evidence shows that our mental health does not
exist in isolation; it exists in a context. Our
spiritual beliefs impact our emotional health
which in turn impacts our physical health.
Recognizing the inter-connectedness of
our life stages allows us to see how our past
beliefs impact our current approach to life.
We can learn how training, even more than
genetics, predisposes us to particular beliefs,
mental capacity, and physical illness. Looking briefly at our past allows us to see how we
developed our world view. It allows us to see
our life in the context of the family we grew
up with. We can come to understand why
we think the way we do and why we see the
world, ourselves and our relationships the
way we do. We also can see why we act and
react the way we do. Once you know those
things, the next real question is “is there anything about all which does not work for you
in your life right now?” If so, are you willing
to change it? It could be your personality,
your view of life, or of other people, or your
expectations for you and your life. If you
are in my office, it is because your problem
is impacting your life today. This approach
suggests that the “‘today” problem is the priority, so why not work with that? Doing so
will indirectly help heal the past as well.
Looking at your responses with a
trained practitioner, while accepting that
we all go through life experiences which
leave us filled with ecstasy and excitement,
or great fear and anxiety, and that we have
all had experiences which have filled us with
great sadness or rage allows us to normalize
what we usually judge in ourselves. That we
go to those emotions can be a very healthy
response to a very emotional situation. Staying in that reactionary place however, is
where the imbalance in our systems begins.
These skills of learning and letting go, can
readily be developed if you do not possess
them yet. They require you to take risks, to
stop surviving and start living. They require
you to jump into life fully, so you can begin
to see what it is you want in life, how you
want to get there, and what you want to do
once you arrive. Mental health is a result of
the decision to live life fully, and to let go of
all those beliefs that hold you back. Take
a risk to come alive, remember your passion
and bring you back into your life! n
Dr. Martin-Neville can be reached at
860.543.5629 and
[email protected]
The Journal of Healthcare Administrative Management
Spring 2015
19
Resistance
Workplace
in the
By Kimberly Scott
SWR Government Supervisor,
Intermountain Healthcare, member of the
AAHAM Mountain West Chapter
R
esistance is a natural reaction for individuals to experience when there is
change, which presents uncertainties or fear
of the unknown. Organizations and leaders that have a strong understanding of how
people react to change, continuously look
for ways to improve change in the workplace
whether it be a simple change in scheduling,
desk locations, or as complex as centralization of duties, geographical locations, and
downsizing. The process for change includes
six different phases such as vision, communication, implementation, short-term successes, sustainability, and maintenance. These
six phases interlock to ensure strengths and
weaknesses are identified, to set corrective
actions and to continue looking to improve
the organizational structure. There are different models that many organizations follow
to help manage change, including Kotter
and Schesinger’s model, Lewin’s Theory, The
Six Image Framework, Six- Box Organizational, Star Model, and the Congruence
Model (Akin, Dunford, & Palmer, 2006). Organizations face challenges when employees resist change. It is essential that organizations take the time to follow a model
and identify the warning signs. Research the
reasons why employees are resistant, become
aware of the management leaders to ensure
they are supportive and not resistant to
change, diagnose the strengths and weaknesses of the employees during the implementation processes (Akin, Dunford, & Palmer,
2006). An organizational structure encompasses logistics, politics, and economics influ20
ences. Resistance happens when individuals
are control-oriented. When they don’t have
control over the change and their routine is
disrupted, individuals notice that they have
suffered the loss of the power to control the
situation. Organizational resistance typically
occurs when there are individuals within the
company that do not support the changes.
Barriers within the organization to change
can trigger confusion, past experiences of inadequate implementation, no accountability
to those who do not support the changes,
inefficient amount of time to properly implement the changes, or insufficient collaboration. Failure for most organizations during
implementation processes comes from the
lack of understanding why people resist
change and how to help employees overcome
the changes. According to Dr. Spencer Johnson, author of “Who Moved My Cheese?”
the need for finding the language and tools
to deal with change is an issue that makes all
of us nervous and uncomfortable.
Most people are fearful of change because they don’t believe they have any control over how or when it happens to them.
Since change happens either to the individual or by the individual, Dr. Johnson shows
us that what matters most is the attitude we
have about change. When the Y2K panic
gripped everyone in 1999. most work environments recognized the urgent need to get
their computers and other business systems
up to speed to be able to deal with unprecedented change. And businesses realized this
was not enough, they needed to help people
get ready, too. According to Kotter, managing people is different than leading people;
therefore, the best practice for managing
resistance is to perceive it as a typical reaction and logical reaction to disruption. As
an outcome, reacting to employee resistance
is an unavoidable part of managing organizational changes (Akin, Dunford, & Palmer,
2006). Anticipate resistance and manage it,
through a positive, preventative, or healing
approach. Plan and allocate resources in early development phases to ensure appropriate managing of resistance, create a plan to
adapt and overcome the event and commit
to objectives.
Leaders are the individuals that lead
others through change whereas managers
are individuals that manage change. Both
of these styles are very important to organizations to ensure effective and efficiencies
during the change process (Akin, Dunford,
& Palmer, 2006). As a leader in an organization it is essential to learn how to identify
what resistant’s is and how to help employee’s overcome resistance with low impact
to the organization. Leaders that anticipate resistance to change can help employees feel comfortable and at ease during the
processes. During the investigation stages
of how people respond to change, it can be
beneficial for employees to understand how
they process change and how to overcome
change, while identifying a support system
for others to work through their processes.
Leaders can reduce or eliminate employee
resistance by being engaged as part of the
planning committees, participate in providing suggestions and integrating new ideas,
clarify the process by providing written
communication for staff to strategically plan
for the upcoming changes, be attentive to
the needs of the stakeholders; no matter if
those stakeholders are the employees, management, or an outside interested party.
Adopt flexibility of workflow processes into
the organizational change by implementing
the change into phases to reduce overload.
Continued on page 21
The Journal of Healthcare Administrative Management
continued from page 20
Individuals typically adapt to change because they do not have any other choice.
As a leader and manager in the changing healthcare field, new technology and
regulations pose many challenges for billing
and collections. Implementing changes in
the business office environment, high levels
of anxiety and unknown expectations can
lead employees to a pattern of resistance to
change. Compliance errors directly related
to claims submission, charging, and coding
lead to overwhelming penalty consequences
for healthcare providers. If departments utilize the technology of ensuring charges and
coding is entered correctly, the electronic
records will reflect the accurate charged
services provided. Throughout the process,
discussions to assist in identifying risk factors and barriers that hinder the progression
of the change will need to be resolved. In
the healthcare facility, weaknesses may include staff resistance of changing computer
software, short term alterations, lack of appropriate computer training, limited trust
within the organization, and dislike of the
a new computer system. Strengths may include supporting the progression of the
completion of the project through acceptable investment, management support, and
time management.
Movement stage solidifies the planning
and execution stages of the changes. Implementing audit processes throughout the corporation requires continuous support from
stakeholders which include the information
technology (IT), compliance department,
charge entry manager, and facility managers.
A change of this significance will have an effect on all departments throughout the organization; therefore, the planning process will
need to ensure all key players have identified
possible barriers that may hinder the implementation process. Different phases for this
change will require timelines, equipment,
educational material, training schedules,
temporary solutions to ensure revenue is not
halted and an action plan to begin execution.
Assign a point person to take accountability
Winter 2015
to ensure the project remains on task, barriers are addressed, and success are recognized.
The last stage in the Lewin theory is
the refreezing stage, which will sustain the
changes and lead to more efficiencies and
effectiveness within the organization. With
the changes to ensure departments are
charging correctly for the services rendered
the organizations revenue will increase and
continue to grow. The planning committee
will set up annual audits to ensure that the
new changes are being followed and address
any new weaknesses that are identified in accordance with charge corrections.
In order for organizations to overcome
employee’s resistance to change, the managers and leaders need to understand why people resist change and select a model to follow
through the change process. It is important
to acknowledge different levels of employee’s
resistance and allow them to redefine their
job expectations during the implementing
process. Be sure to communicate openly,
honestly and clearly, to gain the trust of the
employees. The more support you receive
from employees will reduce the amount of
resistance. Leaders and managers need to
commit to the organization’s decision to
change and help stratify the planning process. Focus on positive outlooks to change
and help others adapt and overcome the
changes quickly. Develop training material,
oversee weekly or biweekly meetings, communicate clearly, provide coaching activities, and boost self-esteem. n
Ms. Scott can be reached at
[email protected]
References:
•Akin, G., Dunford, R. & Palmer, I.,
(2006). Managing Organizational Change:
A multiple Perspectives Approach, The McGraw-Hill Companies, Inc.
• Johnson, M.D., S. (1998). Who Moved My
Cheese? N.Y., N.Y.: Penguin Putnam Inc.
21
meet a member
Rosie Hartmann,
CRCE-I, P, CRCP-I, P,
CRCS-I, P, CCT,
member of the
Inland Empire chapter
Q: How long have you been a national
member?
A: 11 years
Q: Who do you work for, what is your title
and what do you do?
A: I work at Confluence Health, an
affiliation between Central Washington
Hospital and Wenatchee Valley
Medical Center. My title is Business
Office Manager. I’m responsible for
the daily operations and oversight of
patient accounts, insurance billing and
accounts receivables.
Q: How did you get where you are today
professionally?
A: In 1983, Clyde & Ruth Ballard, owners
of Ballard Services took a leap of faith
and hired me to do DME billing and
customer service. When I walked in
the door the first morning, I didn’t
know what DME was or for the matter
what a 1500 was used for. Back then,
the entire office used one computer
to post payments and charges and we
used statement reports to trail accounts
receivable and do account follow up.
In 1987, my then husband, Daniel and
I purchased the DME and respiratory
portion of the business, named
Hartmann medical. We were JCAHO
accredited and held exclusive Medicaid
contracts for respiratory/oxygen
services. In those days, managed care
22
contracts were starting to be formed
and as suppliers, we were contracting
with third party payers. We had a staff
of thirteen full time employees and
seven contracted employees.
After we sold Hartmann Medical,
I went to work at Central Washington
Hospital as a Contract Reimbursement
Specialist, then moving on to Revenue
Cycle Administrator for Central
Washington Home Infusion. Later, I
moved to Wenatchee Valley Medical
Center and accepted a position as
Director of Hospital Business Services
until my new role as Business Office
Manager for Confluence Health.
Q: What made you decide to become
certified?
A: I liked the idea of having initials after
my name, I have a long history in
the field of healthcare billing and I
wanted to be able to acknowledge my
experience. At chapter conferences,
Inland Empire President, Bonnie Berg
would always talk about certifications
and how important they were and I
wanted them to put on my wall as well.
When I was younger, I did not realize
the value of a degree and I didn’t want
to be left behind.
Q: You have every certification AAHAM
offers, why?
A: I am very invested in AAHAM, I see
value in the certifications and they have
allowed me to grow professionally. It is
important to me to be up to date and
on the forefront of the industry and my
certifications have allowed me to do
that.
Q:How did you get your superiors to
support certification in your facility?
A: Lots of persistence with our HR
Department, CFO and the Director of
the Revenue Cycle. At the end of the
testing period in February, two thirds
of my insurance follow up staff will be
CRCS-I/P certified. Confluence Health
offers a difference in pay for certified
and non- certified staff. As a manager, it
is awesome to see the accomplishment
on their faces when they have passed
their exams. For the organization, it is
also a large win because the employees
understand the revenue cycle process
and you see an improvement in the
A/R days and the way the follow up of
accounts receivable is being worked.
They also use the study guides as a
reference tool when they are looking for
information and clarification.
Q: What advice do you have for members
that are considering certification but are
afraid to take the leap?
A: Keep trying! I did not pass my first
test, I didn’t pass my second test and I
Continued on page 23
The Journal of Healthcare Administrative Management
meet a member
continued from page 22
thought I was the smartest person out
there. What I learned about myself
was that I needed to learn how to
study again. People have different
study habits and when I discovered
what mine was I was fine. My advice
is don’t give up, you only need 70
percent to pass and everything after
that is a bonus. It is so awesome when
the certificate comes in the mail or
is presented at a staff meeting or an
AAHAM meeting. Also, the knowledge
we gain of why we do things in the
revenue cycle is so important in our
daily work.
Q: What advice do you have for members
that want to move up in their current
healthcare careers?
A: Get certified, attend Legislative Day
and ANI, get involved in your local
chapter and stay tuned in to the
changes in healthcare and stay current.
Now some personal questions…
Q: What was your first job?
A: I worked at the Village Queen when I
was in high school serving hamburgers
and making ice cream cones
Q: What was the last book you read?
A: Danielle Steel’s First Sight
Q: What is your indulgence?
A: My 4 grandchildren; Sammy, Wyatt,
Brin and Rylan and my horses. After a
long day, it’s pasture time
Q: What did you have for breakfast today?
A: Oatmeal with almonds and a cup of tea
Q: Favorite gift received?
A: After my Mom passed away I received
a pendant that she wore that was given
to her from my grandmother. I have
childhood memories of Grandma
Schimming wearing it when she would
come visit us.
Q: What do you never leave home without
when you travel?
A: My daily devotions and an AAHAM
Study Guide
Q: What is your favorite way to celebrate
after you’ve completed a demanding
project?
A: Get my toes done, go to dinner and
work in my yard
Q: What do you know now that you wish
you’d known when you were younger?
A: I was a single Mom for a long time
raising three children and I found it
very difficult to be able to juggle kids,
home and run a business. If I could
go back I would certainly revisit the
balance.
Q: The world would be a better place if
only...
A: that is a loaded statement. I have a son
in law in the Air Force currently serving
in Africa and some days it’s hard to
watch the news and see what is going
on in our world, but all I can say is a
little bit of Jesus goes a long way. n
CRCE–I
Certified Revenue Cycle Executive – Institutional
CRCE–P
Certified Revenue Cycle Executive – Professional
Certification opens the door to the possibility of career
advancement. Earning an AAHAM certification demonstrates
that you have mastered the common body of knowledge for
your profession. Sitting for these exams requires
commitment and dedication. The CRCE–I,P
Exam Study Manual will help assist you in
preparing for the CRCE–I,P Exams.
Written by AAHAM, for AAHAM’s own certification programs ensures that this manual is the
gateway to studying for and passing these
professional exams. Included in the manual
are chapter review questions and study tips.
Log on to www.aaham.org for more
information and to order your Exam Study
Manual today!
Winter 2015
23
from the desk of the certification director
Maria LeDoux, CAE
CRCE, CRCP, CRCS and CCT
Continuing Education Units
A
2015 AAHAM
Certification Calendar
May 11-22, 2015
Exam period for all exams
June 1, 2015
Registration deadline for
August 2015 exams
August 10-21, 2015
Exam period for all exams
September 1, 2015
Registration deadline for
November 2015 exams
November 9-20, 2015
Exam period for all
certification exams
December 1, 2015
Registration deadline for
February 2016 exams
24
s this article is being written, the February 2015 exam period is going strong.
We are thrilled to be offering out newest certification for the first time, during this exam
period, the Certified Revenue Integrity Professional (CRIP) certification. This along
with all our other certification offerings; is
your ladder to career success. Certification
offers:
1.Enjoy better employment and advancement opportunities
2.Have a competitive advantage over candidates without certificates
3.Earn higher wages
4.The educational requirements of certification are one more reason to continuously
maintain and upgrade your knowledge.
5.Your certification shows employers you
are a leader in your field. Let them know
about your achievement.
6.Enhancing your self-confidence and helping you excel at your job.
7.When you change jobs, your certification
credentials travel with you. They look
good on your resume and show you are
serious about your career.
8.Individuals holding certifications form
an elite group of professionals who have
demonstrated their knowledge in the field
of patient financial services.
Congratulations to those who earned
their CRCE certification, in November
2014; we had 8 examinees pass the CRCE
exams! Congratulations to:
Hawkeye #07
Ashley Allers, CRCE-I
Hawthorn #08
Becky Kinsella, CRCE-I
Illinois #09
Kristin Goff, CRCE-I
Ron Tapnio, CRCE-I
Maryland #13
Amy Biddinger, CRCE-I
Southern CA #26
Belva Smith, CRCE-I
Philadelphia #29
Melinda Chandler, CRCE-I
Bluebonnet #40
Susie Clark, CRCE-I
Congratulations to those who earned their
CRCP certification, in November 2014; we
had 36 examinees pass the CRCP exams!
Congratulations to:
Aksarben #01
Rebecca Turner, CRCP-I
Florida Sunshine #03
Shelba Dunlap, CRCP-I
Karen Heck, CRCP-I
Gopher #06
Tricia Hanevik, CRCP-I
Hawkeye #07
Heather Ernst, CRCP-I
Lori Weber, CRCP-I
Keystone #11
Tricia DeBlass, CRCP-I
Allison Fraker, CRCP-P
Continued on page 25
The Journal of Healthcare Administrative Management
from the desk of the certification director
continued from page 24
New Jersey #16
Kathleen Gerbasio, CRCP-I
Maryland #13
Marcia Bobb, CRCP-I
Kristina Cart, CRCP-I
Bernadette Debelius, CRCP-I
Debra Ferguson, CRCP-P
Bridget Ferst, CRCP-I
Deborah Harrell, CRCP-I
Indiria Jeffries, CRCP-P
Jasmine Jones, CRCP-I
Candace Kammer, CRCP-I
Shannon Pannell, CRCP-I
Mari Smith, CRCP-P
Denise Stevens, CRCP-I
Monica Washburn, CRCP-I
Pinetree/Maine #22
Gina Lindsay, CRCP-I
Western Region #26
Mandy Bristow, CRCP-I
Philadelphia #29
Belinda Moore, CRCP-I
Elizabeth Payne, CRCP-I
Ryan Scott, CRCP-I
Susan Selkirk, CRCP-P
Terri Potter, CRCP-I
Three Rivers #37
Stephanie Snider, CRCP-I
Northeast PA #19
Michelle Landers, CRCP-I
Kathryn Sena, CRCP-I
Twin States #56
RaeAnn Couture, CRCP-I
Stephanie Martell, CRCP-I
Ann Troescher, CRCP-I
You too, could begin your journey to
earning an AAHAM certification. Take
advantage of the exclusive AAHAM study
materials available, and be on your way to
becoming a part of this elite group of professionals in your field.
As a reminder, we now offer all levels
of our certification exams, four times a year,
during the February, May, August & November exam periods.
Michigan #55
Natalie Lemke, CRCP-I
Continuing Education Units
Reminder: We are about half way through this CEU reporting period (1/1/2014-12/31/2015), please make sure to check your
CEU status, and be sure to earn the required CEUs and report them to the National office by 1/31/2016.
CRCE CEUs
This two year reporting cycle began on
January 1, 2014 and will run through December 31, 2015. Make sure you submit
your paperwork for the required number
of CEUs to maintain your AAHAM CRCE
Certification.
Verify all of your eligible education
time has been submitted to the National office. Check your online activity to make certain you have received credit for all qualified
education hours. To do this, click on CRCE
Certified Revenue Cycle Executive .This will
open a separate CEU page where you must
login with your last name and member ID. A summary of your activity will appear at
the top of the page followed by a breakdown
of your CEU activity. Your member ID# is
printed on your membership card.
Here is a handy chart, to show you how
many CEUs you need to report:
AAHAM CRCE Recertification CEU Requirements
CEU Reporting Period 1/1/2014-12/31/2015
CRCE Certification EarnedNumber of CEUs required
Prior to January 1, 201440 CEUs (at least 20 must be from AAHAM Sponsored Events)
February, May August 2014
40 CEUs (at least 20 must be from AAHAM Sponsored Events)
November 2014, February, May, 2015
20 CEUs (at least 10 must be from AAHAM Sponsored Events)
All CEUs must be reported to the national office by 1/31/2016
Continued on page 26
Winter 2015
25
32608599
continued from page 25
CRCP CEUs
A two year reporting cycle began on
January 1, 2014 and will run through December 31, 2015. Make sure you submit
your paperwork for the required number
of CEUs to maintain your AAHAM CRCP
Certification. CRCP certificants are required to earn 30 CEUs over the 2 year period (15 of those must come from AAHAM
sponsored events). AAHAM national mem-
bership must also be maintained in order to
keep your CRCP designation.
Verify all of your eligible education
time has been submitted to the National office. Check your online activity to make certain you have received credit for all qualified
education hours. To do this, click on CRCP
Certified Revenue Cycle Professional .This
will open a separate CEU page where you
must login with your last name and member
ID. A summary of your activity will appear
at the top of the page followed by a breakdown of your CEU activity. Your member
ID# is printed on your membership card.
Here is a handy chart, to show you how
many CEUs you need to report:
AAHAM CRCP Recertification CEU Requirements
CEU Reporting Period 1/1/2014-12/31/2015
CRCP Certification Earned
Number of CEUs required
February, May August 2014
30 CEUs (at least 15 must be from AAHAM Sponsored Events)
November 2014, February, May, 2015
15 CEUs (at least 7.5 must be from AAHAM Sponsored Events)
All CEUs must be reported to the national office by 1/31/2016
CRCS and CCT CEUs
CRCS examinees can maintain their
certification with CEUs by joining as a national member of AAHAM rather than retesting every three years. They also have the
option of testing every three years for those
opting not to join AAHAM. National members are required to earn 30 CEUs in the 3
year period (15 of those must come from
AAHAM sponsored events) and maintain
national membership in order to keep their
technical certification.
You can find a CRCS CEU reporting
26
form as well as a membership application on
the AAHAM website www.aaham.org.
Verify all of your eligible education
time has been submitted to the National office. Check your online activity to make certain you have received credit for all qualified
education hours. To do this, click on CRCS
Certified Revenue Cycle Specialist or CCT
Certified Compliance Technician. This will
open a separate CEU page where you must
login with your last name and member ID. A summary of your activity will appear at
the top of the page followed by a breakdown
of your CEU activity. Your member ID# is
printed on your membership card.
The recertification contact at National
AAHAM is Amanda Leibert, Certification
Manager [email protected]. You can
download a CEU reporting form from the
AAHAM website. Submit your CEUs by
mailing the completed form to:
AAHAM CRCS CEUs
11240 Waples Mill Rd Suite 200
Fairfax, VA 22030
The Journal of Healthcare Administrative Management
executive certification corner
2
015 started off with great meetings in
Orlando with the AAHAM Executive
Committee, Committee Chairs, and Board
of Directors. It is impressive to see a gathering of so many individuals volunteering
their time to an organization simply because
they believe in its mission, and what an awesome group on individuals!
While there, I had the privilege of working with the Executive Certification Committee (Kristina Mori, Rick Rogers, and
Inez Dailey) as we identify areas of opportunity and growth for 2015. We discussed
providing additional study tools such as tips
for essay writing, test taking, and studying
for those preparing for the AAHAM CRCE
exams.
Our committee is lucky to benefit from
the excellent leadership, humor, and compassion of John Currier. He truly has a love
for the AAHAM organization, the certification programs, and the AAHAM members.
By Erin Selin, CRCE-I ,CCT
Certification is something I am so passionate about! I constantly see the benefits
in my own life and encourage others to work
towards becoming a CRCE so you can see
the benefits in your life. n
CRCP–I
-Certified Revenue Cycle
Professional – Institutional
CRCP–P
-Certified Revenue Cycle
Professional – Professional
AAHAM certifications can give you a
powerful competitive advantage with
employers. Certifications demonstrate
that you have mastered the common
body of knowledge for your profession.
AAHAM Study Manuals will help
assist you in preparing for AAHAM
certification programs. These manuals
are the gateway to studying for and
passing these exams.
The manuals include review questions
and study tips. The CRCP–I,P Exam
Study Manual will help assist you in
preparing for the CRCP–I,P Exams.
Log on to www.aaham.org for
more information and to order
your Exam Study Manual today!
Winter 2015
27
professional certification corner
Committee Goals for 2015
Brenda Chambers, CRCE-I,P
Technical Certification Chair
A
nother busy year as Certification Chair
has begun. I am so excited to be a part
of educating and certifying our members.
The Committee was very busy this past
year and I am so grateful to work with these
outstanding healthcare leaders. I am sad to
say that due to election changes this year,
Danette Coulter from the Rocky Mountain
chapter, is no longer on the committee. Her
ongoing assistance with every task assigned
was truly appreciated. Replacing Danette
on our committee this year is Jane Vizvarie
from the new Twin States chapter. We are
excited to have her as part of our team.
As in years past, we will be providing
you with quality and up to date information
about AAHAM Professional Certification.
Our goals for 2015 are:
•Review and revise the AAHAM CRCP
and CRIP manuals
• Update any questions based upon the revisions
• Determine how can we promote the exams
• Develop and conduct webinars about the
the CRCP
• Post to our certification blog
As always, we try to bring our best in
certification to you. Should you have any
questions related to the CRCP exam, or the
new CRIP exam, don’t hesitate to contact me.
I am always here for you. I can be reached at
[email protected]. n
specialist certification corner
Increasing Certifications
in 2015
By Doris Dickey, CRCE-I
I
would like to introduce and thank the
AAHAM Specialist Certification Committee; Heather Bode, CRCE-I,
Rushmore chapter, Mary Edwards, CRCS-I,
Hawthorne chapter and Sandy Peffer, CPC,
CRCS-I, Western Reserve chapter. Our
national reporting officer is John Currier,
CRCE-I, AAHAM First Vice President.
The CRCS committee will meet again
28
in March just before Legislative Day. We
will discuss our 2015 goals which include
increasing CRCS and CCT certifications
and increasing membership among CRCS
individuals that are not that are AAHAM
members. We understand that some employers have had to enforce some budgetary
cuts and can no longer pay for professional
organization memberships. We encourage
these people to consider paying their own
dues as an investment into their careers. The
benefits of AAHAM membership will far
outweigh the membership fee. As AAHAM
members, take the time to talk to these certified individuals and help them understand
the benefits to be gained by being a member
of this prestigious organization.
Please send me an email with any
thoughts you may have related to certification. n
The Journal of Healthcare Administrative Management
from the desk of the membership director
T
Moayad Zahralddin
AAHAM
Membership Director
hank you all for being members in 2015. I am pleased to report that AAHAM finished the year at 3103
members, our highest ever, and I hope that we’ll surpass that in 2015! If you haven’t sent in your renewal
yet, be sure to send it back so you don’t miss out on any benefits of being an AAHAM member.
The opportunity to network with your peers and colleagues is one of the biggest benefits AAHAM membership offers you. This active and involved network of other professionals offers you a resource you can’t find
anywhere else. One of the more unique networking occasions AAHAM offers, Legislative Day, is right around
the corner, March 30-31. The members who have attended this event in the past can attest to the excitement of
being part of a grassroots advocacy event such as this. With all of the issues and obstacles facing us in healthcare
today, it is imperative that you take this opportunity to let your voice be heard in Washington.
If you need to “brush up” on your industry related knowledge before you visit the hill, then we can help.
AAHAM’s Government Relations Chair, Tim Moore, and AAHAM’s Lobbyist, Paul Miller, will be posting
messages to our Government Relations listserve and through our social media outlets to help you keep up on
the latest legislation and regulations affecting our industry; TCPA, Hospital Improvements for Payments (HIP)
Act of 2014, HIPAA, OIG,APC’s, EDI, HCFA and much more. If that’s not enough, don’t forget that you
still get AAHAM’s eNewswatch in your inbox every Wednesday. This information packed electronic newsletter
compiles the latest articles and data on late breaking news from many other sources; columns, publications,
interviews and more.
Your membership in AAHAM will help you continue to build your valuable relationships with other
healthcare professionals as you gain essential knowledge. The opportunities at Legislative Day and our eNewswatch newsletter are just two examples of why your membership in AAHAM is an investment in your professional career and personal growth.
Thank you for continuing to let me serve you, and I hope to see you all in Washington for Legislative Day
this March
Welcome New Members
Aksarben Chapter
Janel Fricke
Referred By: Arlen Rasmussen
Carolina Chapter
Angela Arias, CRCS-I
Katrina Barkley
Marcia Carter, CRCS-I
Ronda Crawford, CRCS-I
Michelle Green, CRCS-I
Lisa Johnson, CRCS-I
Claudia Mercado, CRCS-I
Candice Powers
Referred By: Julie Shaw Noel
Joni Price, CRCS-I
Jessica Thompson, CRCS-I
Dean Tino
Referred By: Bethany Valdivieso, CRCS-I
Debra Wolfe
Chennai Chapter
Giri Krishnan
Adiraju Raja Krishna
Winter 2015
Evergreen Chapter
Diedra Stephens
Florida Sunshine Chapter
Joanne Adames, CRCS-I
Brenda Anderson, CRCS-P
Lori Andrukiewicz, CRCS-P
Sharon Bonnell, CRCS-P
Elaine Bouffard, CRCS-P
Viola Burns, CRCS-I
Referred By: Katherine Wenninger
Suzanne Capote, CRCS-P
Natasha Castillo, CRCS-I
Referred By: Victoria DiTomaso, CRCE-I
Carolyn Clark, CRCS-I
Referred By: Victoria DiTomaso, CRCE-I
Mary Cohen, CRCS-P
Jennifer Court, CRCS-P
Glenda Crow
Linda Decker, CRCS-I
Referred By: Victoria DiTomaso, CRCE-I
David Diaz
Referred By: Victoria DiTomaso, CRCE-I
Sarah Edens
Chloe Emerling -Referred By:
Jillian Feldman, CRCS-P
Referred By: Victoria DiTomaso, CRCE-I
Bettie Hale, CRCS-I
Lisa Harrison, CRCS-I
Referred By: Victoria DiTomaso, CRCE-I
Margaret Harward, CRCS-P
Pamela Jackson, CRCS-P
Adrienne Jones, CRCS-I
Referred By: Victoria DiTomaso, CRCE-I
Penny King-Bennett, CRCS-I
Referred By: Katherine Wenninger
Pamela Lopez, CRCS-I
Referred By: Katherine Wenninger
Laura Lynch, CRCS-P
Brenda Messler, CRCS-P
John Millett
Bryan Musca, CRCS-I
Referred By: Katherine Wenninger
Patricia Osborne
Arlene Petro, CRCS-P
Edner Pierre
Candice Powers
Referred By: Julie Shaw Noel
Continued on page 30
29
continued from page 29
Vikki Rooker, CRCS-I
Dina Santoro, CRCS-I, CRCS-P
Referred By: Carol Plato, CRCE-I
Brittnie Sisk, CRCS-I
Referred By: Katherine Wenninger
Robin Slocum, CRCS-P
Marie St. James Areskog
Jennifer Watkins, CRCS-P
Carlton Watt
Georgia Chapter
John Millett
Angela Myers
Candice Powers
Referred By: Julie Shaw Noel
Zach Scarboro
Gail Scarboro-Hritz
Buddy Smith
Gopher Chapter
Sharlene Burch
Julie Burmeister, CRCS-I
John Erlandson
Sophie Morelli
Hawkeye Chapter
Carrie Arens
Renita Brown, CRCS-I
Paul Clinton, CRCS-I, P
Anne Keitel
Robin Leib
Referred By: Deanna Gray
Michael Snell
Hawthorn Chapter
Tamara Bal
Referred By: Rebecca Kinsella, CRCE-I
Karen Martin
Referred By: Rebecca Kinsella, CRCE-I
Sarah Miller
Jennifer Stuart
Illinois Chapter
Jason Blackman, CRCS-I
Referred By: John Currier, CRCE-I
Matthew Ertel, CRCS-I
Monica Kruep
Indiana Chapter
Mike Richardson
30
Inland Empire Chapter
Kayla Harrison, CRCS-P
Brandon Hayes
Rose Hoard, CRCS-I
Cathy Mulloy
Referred By: Cassie Wise
Music City Chapter
Eric Boggs
David Freer
Joseph Hungerman
Jeannette Stevens
Danielle Sutherland, CRCS-I
Keystone Chapter
Harry Albert
Karen Masusock
Referred By: Jennifer Erk
John Romines, CRCS-I
Daniel Schira
Shelly Wilson, CRCS-I
Referred By: Harry Park
New Jersey Chapter
Annelise Baker, CRCS-I
Lisa Monfredi
Maryland Chapter
Charniece Barksdale, CRCS-I
Maria Brewington
Jeanette Brown, CRCS-I
Charisse Catlett-Jacobs, CRCS-P
Sheila Chester, CRCS-I
Carolyn Esham, CRCS-I
Referred By: Kathy Brown, CRCE-I,P
Sheila Jacobs
Karen Kizer
Karen Kurgan, CRCS-I
Referred By: Helen Peltsemes
Jennifer Lees, CRCS-I
Referred By: Kathy Brown, CRCE-I,P
Nicole Maruffi, CRCS-I
Sarah Mendiola
Referred By: Luminita Pacurar, CRCS-I
Donna Purvey, CRCS-I
Charlene Schmedes
Rynita Settle
Referred By: Kathy Brown, CRCE-I, P
Beth Stampone
Dankedia Thomas, CRCS-I
Beverlyn Threat, CRCS-I
Jennifer Young
Michigan Chapter
Matt Leuck
Ellen Tolley
Referred By: Lisa Young
Mid- York Chapter
Robert Gallagher, CRCS-I
Sean Mills
Mohenee Ramphal
Northeast Pennsylvania Chapter
Yina Drahus
Sue Meehan
Referred By: Tina Zukowski, CRCP-P
Sharon Pisarcik
Referred By: Sue Meehan
Philadelphia Chapter
Belinda Cridge
Diane DiMaria
Parastoo Fatin, CRCS-P, I
Margaret Gagliardi, CRCS-I
Karen Masusock
Referred By: Jennifer Erk
Catherine Pierce
Michelle Stanley, CRCS-I
Pine Tree Chapter
Kristi Anderson, CRCS-P
Jacob Ball, CRCS-P
Angela Blier, CRCS-I
Ashley Cleary
Alicia Cote, CRCS-I
Joanna Gervais, CRCS-I
Cassie Hanscom
Cheryl Hinkley
Referred By: Sherry Sirois
Kelsey Jandreau, CRCS-P
Barbara Jankovich, CRCS-I
Barbara Martin, CRCS-I
Briana McFadden, CRCS-I
Jessica McNamara
Kim Michaud
Shanna Moody, CRCS-I
Susan Randolph, CRCS-P
Laura Richards, CRCS-P
Continued on page 31
The Journal of Healthcare Administrative Management
continued from page 30
Rocky Mountain Chapter
Ken Bartlett
Elaine Pike
Traci Smith
Rushmore Chapter
Kecia Christensen
Karna Stroschein
Texas Bluebonnet Chapter
Michael Kleemeyer
Carrie Landry
Amelia Nunley, CRCS-I
Ron Regan
Dwanna Swan Ary
Three Rivers Chapter
Sharon Gmutza
Twin States Chapter
Alicia Cote, CRCS-I
Ashley Houle
Referred By: Jane Vizvarie, CRCE-I
Amy Lavertue
Myron Orloski
Penny Putnam, CRCS-I
Referred By: Jane Vizvarie, CRCE-I
Virginia Chapter
Alioska Adrian
Natalie Ballew, CRCS-P
Jennifer Boxler, CRCS-P
Holly Bradley-Carter
Referred By: Marcia Parrish
Linda Clark
Mark Coster
Referred By: Linda Patry, CRCE-I
Debra Hartley
Referred By: Brenda Chambers, CRCEI, P
Lori Hazlett, CRCS-P
Jessica Hitt, CRCS-P
Tara Kight
Cori Monger, CRCS-I
Candace Payne
Rita Robertson, CRCS-I
Katie Schaeffer, CRCS-I
Mallory Webb, CRCS-I
Western Region Chapter
Rewa Cooper
Maribel Madrid
Cheryl Redfearn
Referred By: Sue Ponce Carlson, CRCE-I
Marni Richards
Ashley Rodriguez
Eva Samples
Mark Shabason
Constance Stimpson
Western Reserve Chapter
Keith Denlinger
Lisa Geiger
Sharon Gmutza
Wisconsin Chapter
Tanya Getchell
Kathy Kuri
Marcy Marquis
Leah Wright
Referred By: Lori Zindl
States Without a Chapter
Cynthia Brown
Beth Kolberg
CRCS–I
-Certified Revenue Cycle
Specialist – Institutional
CRCS–P
-Certified Revenue Cycle
Specialist – Professional
AAHAM certifications can give you a powerful competitive
advantage with employers. Certifications demonstrate that
you have mastered the common body of
knowledge for you profession. AAHAM
Study Manuals will help assist you
in preparing for AAHAM certification
programs. These manuals are the
gateway to studying for and passing
these exams. The manuals include
review questions and study tips.
Log on to www.aaham.org for more
information and to order your Exam
Study Manual today!
Winter 2015
31
AAHAM… Providing Excellence in the Business of Healthcare
Certification • Compliance • Leadership Development • Networking • Advocacy
Cutting Edge Training + Nationally Recognized Certification = Improved Performance
Application For National Membership
Name: ___________________________________________________ Title: ___________________________________________________
Employer/Organization Name: ________________________________________________________________________________________
Primary Address: _______________________________________ City: _______________________ State: __________ Zip: ____________
Phone: _____________________________ Fax: _____________________________ Local Chapter: _______________________________
E-mail Address: ______________________________ Website: _____________________________________________________________
Home Address: ___________________________ City: ______________ State: _____ Zip: _______ Home Phone: ____________________
How did you hear about AAHAM?
o Colleague o Publication o Website o LinkedIn o Facebook
If referred by AAHAM member, please give name: _________________________________________________________________________
Membership Type:
o National Member o Student Member
NATIONAL MEMBERSHIP - The fee to become a National member is $190. If you join anytime between July 1st and August 31st, the dues are
$150 for the rest of the current year. If you join between September 1st and December 31st, the fee is $230 for the rest of the current year and
all of the following year.
STUDENT MEMBERSHIP - The student membership fee is $50. If you join between July 1st and August 31st, the pro-rated dues are $35, and if
you join between September 1st and December 31st, dues are $65 (for 15 months of membership). To qualify for student membership you must
currently be taking 6 credit hours per semester. Student members receive all the benefits of membership with the exception of voting, eligibility
for professional certification, and cannot be a proxy for a chapter president at any national board meetings.
Payment Options
For Credit Card Payment:
o AMEX o VISA o MASTERCARD
Card Number: __________________________________________ Exp: __________
Name as it appears on card: ___________________________ CVV2 Code: _______
Signature: ____________________________________________________________
Billing Address, If Different from Above: _____________________________________
____________________________________________________________________
Please allow two weeks for processing after your application is received at the national office. Dues are not tax deductible as a charitable contribution, but may be as a
business
expense.
____________________________________________________________________
Please note: Membership is on an individual, not institutional, basis and is non-transferable.
For Check Payment:
Please make checks payable to AAHAM and
send application with your payment to:
AAHAM Membership
11240 Waples Mill Road, Suite 200
Fairfax, VA 22030
AAHAM Tax ID# 23-1899873
Your Payment Total:
National Dues: $ __________
Local Dues: $ __________
Total Enclosed: $ __________
AAHAM Providing Excellence in the Business of Healthcare
Certification, Compliance, Leadership Development, Networking, Advocacy
Local Chapters: AAHAM has 32 chapters throughout the US and India. Local chapters offer you more opportunities for education and networking. Please see the
listing of local chapters below to help you decide which chapter you should belong to along with your National membership
Name of Chapter
Geographic Location
Chapter Dues
Aksarben #01
Nebraska
Florida Sunshine #03
Florida
$40.00
Carolina #04
North & South Carolina
$30.00
Evergreen #05
Washington State, West of the Mountains
$30.00
Gopher #06
Minnesota
$40.00
Hawkeye #07
Iowa
Hawthorn #08
Missouri
$45.00
o Other (please list) ________________
Illinois #09
Illinois
$25.00
Employer Type:
Inland Empire #10 Washington State, East of the Mountains
$25.00
Keystone #11
Central Pennsylvania
$25.00
Maryland #13
Maryland
$25.00
o
o
o
o
Mountain West #14
Utah
$30.00
New Jersey #16
New Jersey
$35.00
Western Reserve #18
Ohio
Northeast PA #19
North East Pennsylvania
$30.00
Rocky Mountain #21
Colorado
$20.00
Pine Tree #22
Maine
$25.00
Rushmore #23
North & South Dakota $0.00
Western Region #26
Arizona and California
$0.00
Virginia #27
Virginia
$30.00
Philadelphia #29
Philadelphia, Pennsylvania
$35.00
Mid-York #31
New York
$30.00
Georgia #33 Georgia
$30.00
Connecticut #34
Connecticut
$35.00
Three Rivers #37
Pittsburgh, Pennsylvania
$50.00
Texas Bluebonnet #40
Texas
$50.00
Indiana #42
Indiana
$25.00
Wisconsin #44
Wisconsin
$25.00
Chennai #49
Chennai, India
Music City #53
Tennessee
Michigan #55
Michigan
Twin States #56
Vermont & New Hampshire
$0.00
$0.00
$0.00
$0.00
$25.00
$0.00
$25.00
Please Check the Appropriate
Codes in Each Category Below
Years in Healthcare:
o 0-5 o 6-10 o 11-20 o 21-25 o 25+
Certification:
o
o
o
o
CRCE o CRCS o CRCP
CCT o CRIP
CHAM (NAHAM) o CHFP (HFMA)
FHFMA (HFMA) o CHCS (ACA)
Vendor/Corporate Partner o Billing
Collection Agency o Consulting
Outsourcing o Software/IT
Provider o Law Firm
o Other (please list) __________
Position:
o
o
o
o
o
o
o
o
o
o
CFO
Consultant
Director
Executive Director
Manager
Partner, Principal, Owner
Patient Acces Representative
PFS Representative
Supervisor/Coordinator
Vice President
o Other (please list) ______________
Responsibility:
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
Accounting
Administration/Operations
Admitting/Access
Audit
Benefits
Budget
Business Development, Sales, Marketing
Compliance
Information Services/Technology
Managed Care
Medical Records
Medicare/Medicaid
PFS, Patient Billing & Collections
Reimbursement
Third Party Administration
Other (please list) ______________
did you know?
By Moayad Zahralddin
March 17th Saint Patrick’s Day
March 2015 …Music in Our Schools Month, National Craft Month, National Nutrition
Month, National Women’s History Month, Red Cross Month, Social Workers Month
1 ..... Peanut Butter Lovers’ Day
2 ..... Old Stuff Day
3 ..... I Want You to be Happy Day, If Pets Had Thumbs Day
9 ..... Employee Appreciation Day
12 ... Girl Scouts Day
13 ... Ear Muff Day, Jewel Day
15 ... Everything You Think is Wrong Day, Incredible Kid Day
16 ... Everything You Do is Right Day, Freedom of Information Day
17 ... Saint Patrick’s Day
20 ... Extraterrestrial Abductions Day
22 ... National Goof Off Day
28 ... Something on a Stick Day
29 ... National Mom and Pop Business Owners Day
30 ... Take a Walk in the Park Day
31 ... National Clam on the Half Shell Day
April 10th National Golf Day
April 2015 …National Humor Month, Keep America Beautiful Month, Records and
Information Management Month, Stress Awareness Month
2 ..... Children’s Book Day
3 ..... Don’t Go to Work Unless it’s Fun Day
4 ..... Walk Around Things Day
6 ..... Sorry Charlie Day
7 ..... No Housework Day, World Health Day
10 ... Golfer’s Day
11 ... Eight Track Tape Day - do you remember those?
14 ... International Moment of Laughter Day
16 ... National Stress Awareness Day
17 ... Blah, Blah, Blah Day, National Cheeseball Day
18 ... International Juggler’s Day, Pet Owners Independence Day
20 ... Volunteer Recognition Day
23 ... Take a Chance Day
25 ... World Penguin Day
27 ... National Prime Rib Day
30 ... Hairstyle Appreciation Day, National Honesty Day
February 9th Clean your computer Day
May 2015 …National Barbecue Month, National Blood Pressure Month, National
Recommitment Month, National Salad Month, Older Americans Month
1 ..... Save the Rhino Day
3 ..... Lumpy Rug Day, World Press Freedom Day
5 ..... Cinco de Mayo, National Teachers Day
6 ..... National Nurses Day
7 ..... National Tourism Day
8 ..... Military Spouses Day, World Red Cross Day
9 ..... International Migratory Bird Day
12 ... International Nurses Day
13 ... Frog Jumping Day
14 ... Dance Like a Chicken Day
16 ... Armed Forces Day, National Sea Monkey Day, Wear Purple for Peace Day
18 ... International Museum Day
23 ... International Jazz Day
28 ... Amnesty International Day
31 ... Save Your Hearing Day
34
The Journal of Healthcare Administrative Management
national calendar
March 30-31, 2015 2015 Legislative Day
Hyatt on Capitol Hill, Washington, D.C.
October 14-16, 2015 2015 ANI, Walt Disney World Swan and Dolphin
Orlando, Florida
October 5-7, 2016 2016 ANI, Caesar’s Palace
Las Vegas, Nevada
October 11-13, 2017 2017 ANI, Opryland Resort
Nashville, Tennessee
the JHAM network
Movers & Shakers
Don’t forget to give us your information for the Movers & Shakers section of The Journal.
This section includes job announcements (changes or promotions), birth and death
announcements, and wedding announcements. Send your “news” to
Sharon Galler at [email protected]
Chapters
Please send us notices of your upcoming events/meetings, chapter news and
photos. We would be happy to post them for you!
Address Changes
All address changes can be emailed to Moayad Zahralddin,
[email protected] at the National Office or you can
update your information yourself on-line at www.aaham.org.
Follow us on
Winter 2015
35
Coaching
Kits
With the new AAHAM Coaching
Kits, you are equipped to
conduct interactive, thorough,
and effective sessions to prepare
participants for their CRCE–I,P
or CRCS–I,P exam.
Each kit, packaged in a convenient
binder, includes:
• Detailed preparation instructions,
including a materials checklist
• Overview of the adult learning
principles built into the kit
• Scheduling suggestions so you
can customize your timetable
• Tips and suggestions for
facilitating each portion of the
coaching session
• CD with slides to guide
participants through the session
• Materials and instructions for
activities including laminated
cards for learning games, quizzes,
a crossword puzzle, and more
• Participant guide originals, so
you can make copies and include
as many exam-takers as you
would like
• Extensive glossary of terms
included in the exams
Each coach will need one copy
of the CRCE–I,P or CRCS–I,P
Exam Study Manual
(sold separately).
Log on to www.aaham.org
for more information
and to order your
Exam Study Manual today!