"We worked closely with our HR department on how we could bring everyone together and make it work," he says. "If you get bogged down in what I like to call unforced errors, you will never achieve your vision. Culture will eat vision for lunch."
"We crafted our message, and we were honest with everybody," Lyman says about the meetings. "We didn't set a time limit. We stayed as long as it took to answer all the questions we received. Some of the meetings lasted two and a half hours. … Having done this before at another organization and not being so closely aligned with HR through that process, I've been so thankful to have them involved in this transition."
One of the goals of the revenue center is to reduce claims denials through a standardized, detailed pre-authorization process and the use of data analytics tools, Lyman says.
"When we go to schedule someone for a procedure, we are going through a preregistration process to determine their insurance benefits and get a pre-certification in place," he says. "We want that done three days ahead of time. The goal is to have it so that when the patient presents for care, their insurance eligibly has been determined, and they can focus on their clinical care."