COVER STORY


to make it useful for you when you run reports,” he says. “You can have numer- ous tools and systems available, but there is still the human factor to it. If your people are not capturing, docu- menting and reporting the way you want them to, your data is not going to help you. ASCs need to understand where data is captured within their technology, and then put a system in place for team- mates to follow to properly enter data.”


mine the cause for any delay in pay- ment, and then provide that information to an assigned collector here who would work each account. The more we stayed on top of our accounts, the more we knew how and whether we were going to get the money owed to us.” She adds, “If you are not looking at reports and the data in them,


you have no idea what is truly


happening in your ASC.” None of these improvement efforts will be possible if an ASC does not have an effective means to collect data and then generate reports, Bulow says. “Often it will require some training


of your employees on how to capture and enter the data in a way that is going


Maintain Accountability While reporting can be used to deter- mine areas for improvement in an ASC’s revenue cycle processes, it can also be used to hold staff accountable for their performance in these areas, Bulow says. “If I am reviewing productivity, for


example, and somebody is not captur- ing the data in a way that allows me to get meaningful productivity informa- tion, then I need to go back and reinforce the importance of the processes to make sure they get back on track,” he says. If an issue arises concerning the


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revenue cycle at Boston Out-Patient Surgical Suites, a business office staff meeting is convened. “If anything is out of the norm, we will bring everyone together and work to determine the cause,” DeConciliis says. “Are bills going out on time? Are calls being placed at appropriate intervals? Are we doing what we can to get volume in here? I have had staff here for a long time, and they know that when things are trending downward, they are going to be asked why.” An approach many ASCs take to help maintain accountability is to align business staff incentives with revenue cycle metrics and goals, Bulow says. “If a teammate only gets a bonus if they work a certain number of quality accounts per day and keep inventory below a threshold, then that will quickly align incentives. It is going to force them to understand the importance of capturing data the right way for the benefit of their organization.”


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