Synopsis
Patient access is one of the pillars of the Triple Aim and a critical aspect of improving the healthcare system over all. If you are not thinking about how to optimize your access, you should be. Medical practices must think about their operations when attempting to solve the patient access challenge.
This book addresses the critical components of patient access: provider supply, patient demand, scheduling optimization, telephone management, virtual communication, and telehealth. It provides strategies, tools and resources to help you systematically manage patient access. Practices must design coordinated processes to make progress in matching resources to need and improve patient access to providers and services.
The book will provide the strategies and tools to:
- Balance provider supply and patient demand
- Cultivate a patient access culture
- Add capacity to the medical practice to help meet patient demand for services
- Develop strategies to optimize the provider s time while streamlining the patient flow process
- Create best practices in telephone management
- Provide a detailed guide to develop and manage a call center
- Create a virtual front office for the practice
- Develop protocols for virtual communication and e-visits
- Benchmark key performance indicators (KPIs) to recommended targets for patient access.
Utilize these strategies, tools and resources to take control of patient access.
About the Author
Elizabeth W. Woodcock, MBA, FACMPE, CPC Elizabeth W. Woodcock, MBA, FACMPE, CPC, founded the Patient Access Symposium® in 2011. Educated at Duke University (BA) and the Wharton School of Business (MBA), Elizabeth has traveled the country as an industry researcher, operations consultant and expert presenter. As a principal of Woodcock & Associates, Inc. and Woodcock & Walker Consulting, Elizabeth has focused on medical practice operations throughout her career. She served as the director of knowledge management for Physician Practice, Inc., a consultant with the Medical Group Management Association® (MGMA®) Health Care Consulting Group, group practice services administrator at the University of Virginia Health Services Foundation, and a senior associate at the Advisory Board Company. Elizabeth is a Fellow in the American College of Medical Practice Executives (ACMPE). In addition to co-authoring Operating Policies and Procedures Manual for Medical Practices (four editions) and The Physician Billing Process (three editions), Elizabeth is the author of Mastering Patient Flow (four editions), Front Office Success, and PCMH and PCSP Policies and Procedures Guidebooks. A frequent contributor to national healthcare publications and a sought-after keynote speaker, she currently resides in Atlanta, Ga., with her husband and three children. Deborah Walker Keegan, PhD, FACMPE Deborah Walker Keegan, PhD, FACMPE, is a national healthcare business consultant, keynote speaker, and author. Deborah is known for her dynamic, educational and high-energy presentation style, and her seminars and books are rich with real-life case material to enhance learning. They are packed full of tools and techniques that are relevant for today s healthcare environment. Deborah is President of Medical Practice Dimensions, Inc., and a principal of Woodcock & Walker Consulting. She has co-authored Rightsizing: Appropriate Staffing for Your Medical Practice, The Physician Billing Process (three editions), Physician Compensation Plans: State-of-the-Art Strategies, and is the author of Innovative Staffing for the Medical Practice. Deborah earned her PhD from the Peter F. Drucker Graduate School of Management, her MBA from the Anderson Graduate School of Management at UCLA, and she is a Fellow of the American College of Medical Practice Executives. With rich experience in consulting, education and industry research, Dr. Keegan brings knowledge, expertise and solutions to healthcare organizations.
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