Achieving High Levels of Patient and Staff Engagement: Doing Whatever It Takes (BP4)

Date & Time

Monday, November 3 — 1:30 – 3:00 p.m.


Scott Johnson, FHFMA
Vice President & CFO
St. Luke’s Hospital

Laura Holt, FHFMA
Director, Revenue Cycle Management
St. Luke’s Hospital


Achieving high performance in revenue cycle operations requires attention to detail in a number of segments of the revenue cycle. Using a process improvement committee, St. Luke’s Hospital has implemented a variety of revenue cycle improvements while creating an environment focused on patient and staff engagement.

After This Session, You'll Be Able To:

  • Describe how an insurance verification unit’s revised workflows resulted in fewer claims errors
  • Work with clinical staff on a team to reduce pre-certification denials and managed care appeals, and improve charge capture
  • Explore the design of contemporary hiring processes and career ladders to develop PFS staff’s focus on assisting patients with understanding insurance in support of the organization’s FACES program