Cape Cod Healthcare: Using a Process Improvement Plan to Improve Patient Satisfaction

Date & Time

Tuesday, October 29 — 8:30 – 9:45 a.m.


Victor Oliveira
VP, Patient Financial Services
Cape Cod Healthcare


Cape Cod Healthcare shows how it improved clean claims rates from 88 to more than 96 percent, reduced A/R over 90 days by almost 60 percent, and increased patient satisfaction from the 18th to the 80th percentile through process and workflow redesigns to overcome staffing challenges.

After This Session, You'll Be Able To:

  • Identify process redesign opportunities for improving accuracy and customer service.
  • Describe how organizational and staffing challenges can improve communication and planning.
  • Examine methods for decreasing collection expenses.

Tools & Takeaways

  • Sample process redesign documents and a list of critical KPIs
  • Best practices for decreasing the cost to collect, increasing patient satisfaction, and maximizing clean claim rates