Webinar: How to Use Trace Fax & Electronic Tools to Manage Your Workflow
Post on 02-Dec-2014
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“How to Use Trace Fax & Electronic Toolsto Manage Your Workflow”
Jo NorrisVP of Account Management | Trace
Derek MorganProduct Owner | Trace
Alysia GibbsManager, PAS Central Scheduling | Hartford HealthCare
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Session Agenda
• Overview of new workflow tools and features
• Demo of scheduling workflow• Review of scheduling process at
Hartford Hospital• Examples of additional workflow
opportunities
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New Workflow Features
Jo NorrisVP of Account Management, Trace
The White Stone Group
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New Trace Features
• Reservations – stay with the fax, even if marked complete
• Reservations – reserve all Trace records• Work Lists – save searches as work lists• Quick Filter – filter any work list• Snooze – snooze records to a later date• Date Completed Field – track productivity• Fax Report – includes Date Completed• Urgent Rules – mark records as urgent
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Workflow with Trace
Derek MorganProduct Owner, Trace
The White Stone Group
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Trace at Hartford Hospital
Alysia GibbsManager, PAS Central Scheduling
Hartford Hospital
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• Part of Hartford HealthCare• One of the largest medical centers in the
Northeast and the 2nd largest in Conn.• Central Connecticut’s leading tertiary
medical center
Hartford Hospital
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Hartford Hospital by the Numbers
• Licensed Beds: 867• Discharges: 41,809• Patient Days: 235,012• ED Visits: 100,799• Births: 3,666• Inpt. Surgeries: 12,058• Amb. Surgeries: 28,073• Employees: 7,397• Staff Physicians: 1,615• Volunteers: 1,061• Residents/Fellows: 650
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Central Scheduling at Hartford
• Opened in February 2011• Went live with Trace in March 2011
– 7 Schedulers– 23 Financial Counselors– 2 Supervisors– 1 Trace Coordinator
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Central Scheduling Services
• Arrhythmia• Bariatric Services• Cardiac Cath Lab• Cardiac Rehab• CT• Diabetes Life Care• Echocardiography• EP Procedures• HHRN (Rehab Services)• Fluoroscopy
• General Radiology• ICD Evaluations• Interventional Radiology• LDL Apheresis• Mammography• MRI• Nuclear Cardiology• Nuclear Medicine• Sleep Lab• Ultrasound
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Trace Connectivity
Central Scheduling
Bariatric Cardiology Diabetes Radiology Sleep Lab
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Trace FaxCert
• All requisitions faxed to a centralized number
• From the New Inbound Fax List the Trace Coordinator:– Reviews incoming faxes– Checks for required information– Indexes fax through HL7 interface– Assigns to scheduler using reserve feature
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Custom Fields Used at Hartford
• Modality• Callback Needed• Call Recorded• Insurance Carrier• Protocol Approved
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• Each department has its own fax number. • All fax transactions are sent electronically
and stored in Trace. • There are no physical fax machines.• Have the ability to go back and retrieve
at any time.
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• For procedures that require protocol prior to scheduling, the fax is reserved to appropriate department’s box.
• Once protocol is complete, notes are entered in Trace, Protocol Approved is changed to “yes” and the department reserves the fax back to CS.
• CS Trace Coordinator assigns fax to a scheduler utilizing the reserve feature.
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Benefits of Using Work Lists & Filtering
• Work lists– See patient information in one place
without searching Fax inbox– e.g., see all patient requisitions side by side – If patient calls rep back directly, rep can
quickly find patient in his/her work list• Filtering
– Batch by insurance company– e.g., call payer to complete eligibility check
for multiple patients all at once
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Trace Auto-Record
• All lines in the Central Scheduling Unit are recorded • All recordings are indexed with patient name,
account number, date of birth and medical record number
• Utilized by our denials area when submitting appeals for denied services; send recording & transcript
• Supervisors use for QA purposes• Associates are able to playback their calls only
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Trace PixCert
• Allows our Financial Counselors to capture and store payer eligibility information
• Utilized by our Denial Department during the appeal process
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Trace Reporting
• Advanced Search – Search Criteria: “Record type is equal to Fax Cert-In”– Run daily for aging– Used to select completed faxes for QA purposes
• Inbound Fax Processing Times Report– Run daily, weekly, monthly for aging and TAT
• Trending Report– Run weekly, monthly
• Managers Report– Monitor productivity– Monitor index compliance
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Outcomes
• Efficiency – Eliminated need for 2 temporary positions to reconcile incoming faxes.
• Physician Satisfaction – Removed physician concerns about lost faxes.
• Patient Satisfaction – Improved service to patients with ability to schedule without hold time and locate orders upon contact.
• Security – Eliminated risk of unauthorized personnel viewing PHI.
• Quality Assurance – Ensured thorough QA process with ability to attach incoming orders to calls made to schedule procedures for accuracy.
• Monitoring – Run daily reports to monitor productivity, quality and compliance.
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Trace Workflow: Beyond Scheduling
Jo NorrisVP of Account Management, Trace
The White Stone Group
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Registration
• Receipt of order triggers registration process
• Call patient to discuss financial obligation• Collect patient obligation up front
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Preadmission Testing
• Receipt of order triggers preoperative process
• Call patient for preoperative histories, appointments for lab work, x-rays and preoperative instructions
• Avoid delayed or canceled procedures by ensuring preoperative requirements are in place
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Case Management
• Receive review request via fax from payer or admitting department
• Conduct clinical reviews – initial, concurrent, observation vs. inpatient
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We’d like to hear from you!
Hartford HospitalAlysia Gibbs, Mgr, PAS Central Schedulingalysia.gibbs@hhchealth.org
The White Stone GroupDerek Morgan, derek.morgan@twsg.comJo Norris, jo.norris@twsg.com
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Upcoming Webinars
Stay tuned for information about our next webinar!
For our latest webinar information, visit:
www.TraceCommunication.com/webinars
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