Strategies for a High-Performance Revenue Cycle

Spectrum Health Grand Rapids has formed eight permanent patient and family advisory councils that meet regularly to provide guidance in seven key business/clinical areas for its hospitals. Each of the councils has up to 20 members.

Those seeking positions on the councils are interviewed by Spectrum Health management. Interestingly, Spectrum Health management often gives greatest preference to individuals who have had an unfavorable experience with the organization. The hope is that Spectrum Health detractors can be turned into promoters, and that these individuals will offer valuable perspective on issues, challenge the current thinking and processes, and lend practical advice for improvements.

The councils have been integral in a number of revenue-cycle-related process improvements, including those related to patient access, bill redesign, and web site enhancements.

Publication Date: Thursday, November 05, 2009