customer story
Updated: September 9th, 2024
Published: August 28th, 2024
Updated: September 9th, 2024
Published: August 28th, 2024
About the Customer
San Juan Regional Medical Center is an independent, not-for-profit health system with 200 providers and 18 clinics across two states and three cities serving the Four Corners region since 1910. Better is our mission, improving lives through personalized health and care.
Challenge
Taking on the responsibility of providing training for the Registration, Medical Records, Clinic Billing, and Hospital Billing departments, Timmerman-Glass had a few goals in mind. One was to provide a robust set of foundational courses that made staff aware of the requirements for proper billing. Additionally, it would give new staff members the guidance and support needed for a confident and competent start to their new role.
Solution
Getting started with Revenue Cycle was made easier thanks to access to the HUGs community, according to Timmerman-Glass. The ability to glean real-life experiences and best practices from other facilities using the tool was something she found to be extremely helpful. The foundational courses were assigned at 30-, 60-, 90-, and 180-day intervals with generous completion timeframes to ensure all staff members had the opportunity to take advantage.
Results
Revenue Cycle has helped the facility to build popular programs, including a “Grow the Coder” program, and is looking to build a similar program for registration and billing. They have also moved into assessments for their foundations training, to gain perspective on knowledge retention and find areas of weakness in learning. The initial assessments indicate growth and they have also found certain topics that are universally more difficult for staff, which has created opportunities for additional training. Most importantly, the foundational training has increased communication and understanding between departments and has also helped with retention, as new staff members do not feel as uncertain in their roles after taking the courses.
“The content is amazing and [HealthStream] is constantly ‘moving and shaking,’ expanding into revenue areas where our average user might not know much of the content, but it’s good nevertheless because they need to understand the ‘why’ and think deeply about problems.”
Jackie Timmerman-Glass, Revenue Cycle Coordinator/Trainer, CBO, PFS, HIM and Registration