The Bottom Line - Fall 2020 - 52

NFPHC CONTINUED
directors, and maintain daily/weekly huddles and to do staff "well checks". The management team met on Zoom to ensure the
departments were focusing on and maintaining our SMARTER values. As time went on,
we began to see improving results throughout the department.
We now collaborate with infection control on how to slow the spread of COVID-19
while keeping plenty of PPE in stock. It has
been rewarding to continue providing services to the communities in Wards of 7 and
8 that need a reliable and accessible source
of healthcare.
Patient Financial Services, Veronica Mayo
Director of Patient Accounts

he Patient Financial Services (PFS)
Department's transition to working
remotely had many major & minor processes
that needed to be modified. To avoid a dip
in our collection efforts, we prioritized how
collectors would be transitioned by the larger
insurance plans including Medicare, DC
Medicaid & AmeriHealth. We established daily
9 a.m. "huddles" to share the status of cash
collections, provide payer updates and to
report all system challenges or concerns. We
quickly resolved system issues by collectively
reporting all issues to our Revenue Cycle

52 | THE BOTTOM LINE

Financial Systems Administrator who collaborated with the hospitals IT Department. We
later created "Laidback Friday Huddles" to
encourage comradery and to give the team
time to socialize, touch base and let our hair
down after a long and focused week.
In order to continue operating efficiently
and effectively, we established three Issues
Logs to expedite the resolution of denials or
claim errors preventing payments. To promote structure in this new environment, staff
sends daily emails to our timekeeper when
clocking in and out. To ensure HIPAA (Health
Insurance Portability and Accountability
Act) compliance, staff password protect all
healthcare & financial documents and enters
UMCSECURE in the subject line of the email
for added security.
On behalf of the PFS Department, I thank
the OCFO for enabling us to work from
home. We are committed to our mission
of making our SMARTER VALUES a central focus by exemplifying MISSION FOCUS
and being RESULTS ORIENTED. We are
EMPOWERED by this opportunity as we
watch productivity and morale skyrocket.
Senior Director of Revenue Cycle and
Business Operations, Kim Bussie

alk about baptism by fire, I started
working at the OCFO in the midst of

The Bottom Line - Fall 2020

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