MAKE THE MOST OF YOUR PAC MEMBERSHIP
AboutPAC/Mission 01 Members 06 MembershipBenefits 09 AccessingResources 11 TableofContents
AboutPAC
HowitStarted
Launchedin2011,thePatientAccessSymposium(nowCollaborative) resultedfromleadersinacademicambulatorycarewantingtonetwork withoneanotheraboutaccess.TheinauguralPatientAccessSymposium washeldinMayofthatyearanddrewattendancefromnearly20 institutions.
Participantsappreciatedtheabilitytobeinadiscussion-basedforum, basingthemoderationoftheeventontheinterviewsthathadbeen conductedinthefall.Thekeytosuccesswasnotonlytocreateaseriesof speakerstolectureonrelevanttopicsbuttotrulyunderstandtheinitiatives ateachinstitutionandencourageparticipantstosharethatinformation.
The2012Symposiumincludedapre-conferenceprogramtoshowcasethe institution’saccessstrategies.TheSymposiumwasheldovertwodays–thefirstdayasapre-conferencefollowedbyanetworkingsocialevent, andthenthemainforumtakingplaceonthesecondday.
Aftercarefullyreviewingtheevaluationsfrombothprograms,themodel wassolidified:
Keepingitsmall
Coordinatingwithahostacademicinstitutiontoholdapre-conference programforasubsetofparticipantstogleanknowledgefromits accessleaders
Interviewingandinvolvingallparticipants,allowingattendeestolearn fromallinstitutionsthatarerepresented
Featuring“hottopics”inaccessforacademicinstitutions,drawingupon theinterviewsconductedpriortothesymposium
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Pre-ConferenceProgram ShowcasefromHostInstitution SocialNetworkingEvents BreakoutSmallerGroupSessions WholeGroupProgramming ToursofHostInstitution’sCampus
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AboutPAC
Thesymposiumincludes: ThePatientAccessCollaborativehasbenefitedfromhavingincrediblehost institutionsyearafteryear.Theybringapassionforimprovementtoeach eventandprovideunparalleledknowledgeandexpertise.Ourhostshave included:
Children'sHospitalsAccessSymposium
TourofpartsofHostInstitution’sCampus BreakoutSmallerGroupSessions WholeGroupProgramming GroupDinner/SocialEvent
TheChildren’sHospitalAccessCollaborativewasformedin2016,in responsetomembersofthePACrequestingadedicatedforumtoaddress uniqueissuesrelatedtopatientaccessinthepediatricambulatory enterprise.Itsharesthesamemissionandfunctionalfocusareasasthe PAC.
CollaborativeSymposiumwitheventsincluding:
ThisannualeventissetupinasimilarformattoourPatientAccess
Ourchildren’shospitalsgatheratahostorganizationaswell;ourhosts include: AboutPAC
OurMission
ThePatientAccessCollaborative providesaforumforacademichealth systemsandchildren'shospitalsto identifyanddisseminateinnovative approachestothetimelydeliveryof convenient,patient-centriccarein theambulatoryenterpriseofour organizations. Thisinvitation-onlycommunity consistsofleadersfromacademic healthsystemsandchildren’s hospitalsacrossthenation.Together, ourmembersoperatemulti-specialty ambulatoryenterprisesthatmanage anywherefromhalfamilliontomore thansixmillionpatientencountersa year.Collectively,oneoutofevery fiveoutpatientencountersinthe UnitedStatesisperformedbyoneof ourmemberstoday.
ThePACnotonlysharesideasanddata,butwealsoshareapassionfor patients.Behindeverythingwedoisthephilosophythatnothingshould impedeapatient’saccesstotheservicestheyneed.Andwithouta concertedefforttokeepthatpathshortandclear,thevalueweprovideour patientswilldiminish.
4 Capacity Management Contact Center Ambulatory Operations Digital Transformation Patient Engagement
AboutPAC
FounderandExecutiveDirector
Thefounderandexecutivedirectorofthe organizationisElizabethWoodcock,DrPH,MBA, FACMPE,CPC.InadditiontodirectingthePatient AccessCollaborative,Elizabethistheprincipal ofWoodcock&Associates.Sheiswidely consideredanindustryleaderinmedical practiceoperationsandrevenuecycle management,havingfocusedonmedical practiceoperationsandrevenuecycle managementformorethan30years.Sheisthe authorof18books,includingPatientAccess StrategiesandMasteringPatientFlow,both industrybest-sellers.Beforefounding Woodcock&Associates,Elizabethworkedas
GroupPracticeServicesAdministratorattheUniversityofVirginia HealthServicesFoundation,aconsultantfortheMedicalGroup ManagementAssociation,DirectorofKnowledgeManagementfor PhysiciansPractice,Inc.,andaSeniorAssociateatTheAdvisoryBoard Company.
ElizabethisanAmericanCollegeofMedicalPracticeExecutivesFellow andaCertifiedProfessionalCoder.InadditiontoaBAfromDuke University,shecompletedanMBAinhealthcaremanagementfrom theWhartonSchoolofBusinessoftheUniversityofPennsylvaniaand adoctoratefromtheJohnsHopkinsUniversityBloombergSchoolof PublicHealth.SheservesontheRollinsSchoolofPublicHealthfaculty atEmoryUniversityasanAssistantAdjunctProfessor,teaching coursesonStrategyandOutpatientManagement.
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PACMembers
Ourmembershipincludesmorethan90ofthenation’seliteAcademic MedicalCentersandChildren’sHospitals.Weareaninvitation-only community.Invitationsareextendedtothoseinstitutionsthatmeetthe followingmembershipcriteria:
Theyrepresentlarge,multi-specialtyambulatoryenterpriseswithacore academicandteachingmissioncenteredonitsschoolofmedicineora freestandingchildren’shospitalwithacoreacademicandteaching mission;and
Theacademichealthsystemmustbeactivelyinvolvedinaccess-related improvements.
MembershipisreviewedanddeterminedbyourBoardofAdvisors.
RequirementsandDues
OurmembershiphasannualduesassessedinJune;membershipisheldat theorganizationallevel.Anyemployeeofaninvitedinstitutionmayjoin withoutanylimitofmembersallowed.Eachmemberwillenjoythefull benefitsofmembership.
Togainaccesstotheresourcesonourwebsite,thememberinstitutionwillbe establishedasanorganizationalmember.Next,alog-inwillbecreatedfor theindividualmemberdesignatedasthe“lead.”
ViewCurrentBoardofAdvisors
willbeaskedtoprovidethename(s),titles,andemailaddressesof individualstoaddtotheorganization’smembership.Afterthat,any individualmembercanloginandrequestmorememberstobeaddedto theirinstitution.Instructionsforthisarefoundonpage12ofthisdocument andundertheResourcespageonourwebsite.Individualmembersmustfit thisdefinition:
AnActiveMemberiscurrentlyemployedbyanInvitedMember Institution.ContractorsorConsultantsarenoteligiblefor membership. Memberrequirements Inadditiontopayingannualdues,werequireourmemberstosubmittheir annualmetricstothePACsurveyaswellasparticipateinatelephone interview.Theseareperformedapproximatelyfourtosixmonthspriortothe annualsymposia. Ourmembersincluderepresentativesfrom: Call/ContactCenters CapacityManagement InformationTechnology StrategicPlanning Department-BasedLeadership C-Suite AmbulatoryServices Operations PatientExperience Finance Ourwebsitehasalistofourmemberinstitutionsaswellasamember directory.OurmemberdirectorycanbefoundbyclickingtheCommunity tabofourwebsiteandthenitisthefirstunderlinedoption. ViewMemberInstitutions ViewMemberDirectory 7
Typically,thisistheindividualwithwhomwehavebeenincontact.Thelead
PACMembers
PACMembers
OpenForums
LastWednesdayofEveryMonth|1:00PMEST
Callingallnewmembers-ormemberseagertoleveragethePAC community!LearnmoreabouttheresourcesandbenefitsthatthePatient AccessCollaborativehastooffer;getanswerstocommonlyaskedquestions, like"howdoIpostaquestiononthelistserv?","whatresourcesdoyouoffer?" andanyotherquestionsyoumighthave. FeaturingthePACteamjoinedbya PACMembership&RecognitionCommitteememberwhowillprovideinsight intohowthememberengageswiththePAC.Allmembersarewelcome.
LisaWhitty-VicePresidentofAccessOperations,HenryFord; lwhitty2@hfhs.org KellyTurner-SeniorDirector,PatientAccessPrograms,MemorialSloan Kettering;turnerk@mskcc.org RyzellMcKinney-Director,AccessTechnology,Vanderbilt; ryzell.mckinney@vumc.org MikeBachman-DirectorofAccessandReferralManagement,IU; mbachman1@iuhealth.org JulieMiller-DirectorofAmbulatorySystems,Education,andTemplate Management,PennState;jmiller25@pennstatehealth.psu.edu PACMembershipandRecognitionCommittee 8
AccesstheZoomMeeting https://us02web.zoom.us/j/85157935442?pwd=eUIrNHV0d0RGOU5kWkprZERrMUZLQT09
MemberBenefits
MembershipinthePatientAccessCollaborativerepresentsasignificantvalue proposition.Bysharingideas,contacts,andbestpracticeswithindustry leaders,memberscanfindrealsolutionstothechallengesofalarge,complex ambulatoryenterpriseinanacademicsetting.Thesebenefitscanbefound undertheresourcestabonourwebsite.Benefitsincludeaccessto:
AttendancetoAnnualSymposium*
Subjecttomaximumattendanceperinstitution
Annualconference,hostedbydifferentmemberinstitutionseachyear 3-dayprogramming
OnlineList-serv(“eList”)
Throughthelist-serv,memberscanpostanyquestion,topic,orchallengetodiscusswith othermembers;simplyemailsendanemailto patientaccess@patientaccesscollaborative.net.Theemailwillbedistributedtoall members.Alternatively,replytoapost.
Themembershipdirectorygivesmembersaccesstosearchformembers;contact informationisprovidedinthedirectory.
Eachyear,membersareinterviewedpriortoourannualsymposia Theseinterviews provideunparalleledamountsofrelevantinformationthatwecompileintoanannual reportforourmembers.
Ourmembershaveunlimitedaccesstoallhandoutsandpresentationsfromeach symposium ThisincludesAgenda,OpeningPresentations,MemberCharacteristics, Benchmarks,CompilationofInterviews,Pre-ConferencePresentations,Showcase Presentations,MainSymposiumPresentation,andallWorkshoppresentations
Ourbenchmarkreportsgivemembersaccesstocombinedmemberdata. Memberscanfindinformationforahostofcapacityandcallcenterdata.
Keybenchmarkscanbeaccessedonthemembers-onlywebsite(see“Benchmarks” undertheResourcessection);wealsohavedataavailableviaareportingplatform,Qlik. Emailadmin@patientaccesscollaborative.netforaccesstotheQlikreportingplatform.
MembershipDirectory PatientAccessMemberInterviewReport
Benchmarks 9
SymposiaPresentations
MemberBenefits
Themembershipcharacteristicsreportiscompiledfrominterviewsconductedwithall ourmembers.
Dataincludesvisitsperyear,EHRsystem,andmanyothercategories. Thereportcanbeaccessedonthemembers-onlywebsite(see“Membership Characteristics”undertheResourcessection).
Pop-upwebinarsareheldthroughouttheyear,typicallyonTuesdaysandThursdaysat 1pmEST.
Ahalf-dayVirtualCallCenterConferenceisheldinFebruaryofeachyear. Themembers-onlywebsitehasthescheduleofeventsaswellasthewebinar recordingsforyoutoaccessatyourconvenience.
Membershaveaccesstoviewanyopenjobpostingsandalsotopostajobforyour institutiononacomplimentarybasis.Ourmembersrepresentmorethan2,000access professionals:thehighestqualityandmostrelevantcandidatesintheindustry.
Samplejobdescriptions,policies,aswellasotherkeyresourcesareposted Alistofcuratedspeakerswhospecializeinpatientaccessisprovidedtomembersin theformofaspeakers’bureau. Themonthlynewsletterinformsourmembersofanyevents,informationforourannual symposia,careeropportunities,andotherrelevantinformation.Memberscanaccess previousnewslettersonourwebsite. Institutional“bestpractices”arefeaturedinprofilereports MembershipCharacteristics WebinarsandVirtualConferences AccesstoComplimentaryJobPostings DatabaseofJobDescriptionsandResources Speakers MonthlyNewsletter BestPracticeProfileReports 10
AccessingResources
PayingaBillOnline
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ForOrganizationalBills(Dues,etc):
-Gotowww.patientaccesscollaborative.netandloginwithyour usernameandpassword(mustbethemaincontact).
-GototheCommunitytab,thenscrolldownandclickontheMyProfile tab
-GotoMyOrganizationandthenclickontheInvoicelinkinthe sub-menu.
-Hereyouwillseeyourorganization'sinvoices.
2 ForPersonalBills(Symposium,etc):
-Gotowww.patientaccesscollaborative.netandloginwithyour usernameandpassword.
-GototheCommunitytab,thenscrolldownandclickontheMyProfile tab
-HoverovertheMyProfiletabagainandyou'llseeadrop-downmenu includinginvoices.
-Clickontheinvoicenumber-thiswillopentheinvoicewhichwillhave aPayNowbuttontowardsthebottom
WehaveannualBenchmarkingdata,MemberCharacteristics,andMemberInterviewReports. ThesecanallbefoundonourResourcespageonourwebsite.
Clickhereorgotowww.patientaccesscollaborative.netandloginwithyourusername andpassword
Clickthe“Resources”tab,thenclickthe“PastSymposia”button.
Scrolldownto“PatientAccessCollaborativeSymposiaArchives”andselecttheyearofthe handoutsyou’dliketoviewand/ordownload
Clickhereorgotowww.patientaccesscollaborative.netandloginwithyourusername andpassword
Clickonthe“Resources”tab,thenclickonthe“Webinars”button.
Hereyou’llfindthePDFsandrecordingsfrompastwebinars.
Gotowww.patientaccesscollaborative.netandloginwithyourusernameandpassword.
Onceloggedinyouwillbedirectedtothecommunitypage.
Thenclick“MemberDirectory” Itisthefirstbuttonundertheareawhereyournametagis
AccessingMemberData
PACSymposia(currentandpast)Handouts: 1. 2. 3. PastWebinars: 1. 2. 3. HowtoAccessMemberDirectory: 11
AccessingResources
Openyouremailandtypeyourquestionorconcerninanewemail.
Sendemailtopatientaccess@patientaccesscollaborative.net.
Yourquestionwillthenbepostedtothelist-serv;allmemberswillbeabletoseeand answeryourquestion.
Alternatively,replytoanemailanditwillbedistributedtoallmembers
Ifyounolongerwishtoreceivethelistservposts,gotoyourmembershipprofile(“My Profile”undertheCommunity)andslidetheeListoptiontotheOFFposition
Gotohttps://pas.memberclicks.net/member-landing-pageandlogin
Thenclick“myprofile”thenunder“MyFeatures”click“E-Lists”
Thenclickthe“PatientAccessCollaborativeListServ”andyou’llbeabletosearchforposts
Gotowww.patientaccesscollaborative.netandloginwithyourusernameandpassword. Clickthe“Membership”tab,andthenscrolldowntothebottomofthepage.
Clickonthelastsentenceofthepagethatsays“ClickHere”toaddacolleaguetoyour existingmembership
Entertheinformationthatthepageasksforandthensubmityourrequest
PleaseNote:Onceregisteredintooursystem,itwillsendyouagenericPasswordReset Confirmationemail PleasedisregardaswewillsendyouaWelcomeemailwithyourlogin credentials
Gotowww.patientaccesscollaborative.net
Clickthe“Resources”tab,andthenclicktheJobPostingsbutton.
Ifyoufindajobforwhichyouwouldliketoapply,clicktheApplybuttonandanewpage willopenwiththeapplication.
Fillouttheformatthislinkandsubmit:https://patientaccesswufoocom/forms/patientaccess-collaborative-job-posting-form/ Alternately,youcanfindthislinkonourwebsite:
a.Gotowww.patientaccesscollaborative.netandlog-inwithyourusernameand password.
b.Clickthe“Resources”tab,andthenclicktheJobPostingsbutton. c.Scrolltothebottomandclickonthe“SubmitYourJobPosting”link.
HowtoPosttoourList-Serv(eList): 1. 2. 3. HowtoAccessPastList-ServPostings: HowtoAddaColleaguetoyourMembership: 1. 2. 3. 4 5 HowtoAccessJobPostings: 1. 2. 3. HowtoPostaJobonthePACWebsite:
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PatientAccessCollaborative Atlanta,Georgia 404-272-2274 www.patientaccesscollaborative.net admin@patientaccesscollaborative.net