Hoag Hospital: Partnering with Clinicians to Improve Patient Communications

Date & Time

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


Randy Ray
Executive Director of Revenue Cycle
Hoag Memorial Hospital Presbyterian


Hoag shares how its staff-directed process redesign reduced DNVF/DNFB by 49 percent through FY11 by partnering with physicians, case managers, and other stakeholders to identify patients requiring authorization early in the process, resulting in less disputed A/R and higher patient satisfaction.

After This Session, You'll Be Able To:

  • Describe root causes and identify opportunities to operate differently.
  • Create collaborative processes with measurable outcomes.
  • Remove barriers to a self-directed model.

Tools & Takeaways

  • Sample patient satisfaction reporting tool 
  • Sample self-directed payment team for claims processing