• October 21-23
    Denver, CO
  • Session Spotlights

    Join us next year for the 2018 Revenue Cycle Conference: Denver City Center Marriott, October 21 – 23.

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  • Agenda

    Sunday, October 22

    9:00 AM–6:00 PM


    1:00–2:00 PM

    Peer-to-Peer Provider Networking Session

    2:15–4:00 PM

    Preconference Workshops

    Leading Through A System Conversion (PCW1)
    Margaret Schuler, System Vice President Revenue Cycle, OhioHealth

    This session will share the strategies, opportunities, and challenges which lead to a successful system implementation across the entire revenue cycle operations at a major integrated healthcare delivery system.  Topics covered will include an overview of the approaches used, including a discussion of “big bang” vs. “phased” implementations, planning and project management, obtaining employee buy-in to embrace the new processes as well as tactics for minimizing potential adverse outcomes during the implementation process.

    • Where did we start, and why
    • Planning the details
    • What to monitor and measure, when and how

    They Serve: The Essence of Authentic Leadership (PCW2)
    Jonathan Fanning, author of “Who are you Becoming?” and leadership coach

    Every leader is an agent of change…for better or for worse!  We all know great leadership when we see it. “They Serve” will provide a unique exploration of the most effective, time-tested leadership principles and paradoxes.  You’ll learn the four things a servant leader must do?  And, did you know that most organizations that teach servant leadership violate at least two of these building blocks?  This program will change the way you look at role models going forward.

    4:15–5:15 PM

    Opening General Session

    Creative Leadership: Building a Culture of Innovation (GS1)
    Jonathan Fanning, author of “Who are you Becoming?” and leadership coach

    Innovation and creativity are a necessity to thriving in business, hiring, motivating, marketing, parenting, educating, and coaching.  Are you and your organization becoming MORE creative, or LESS creative?  In this session, you’ll hear Jonathan Fanning outline the 5 core strategies needed to build a culture of creativity, including lessons and memorable anecdotes from some of the most creative people and organizations in history, as well as from Jonathan’s personal experience implementing these lessons as an entrepreneur, parent, educator, and with clients large and small.  What Jonathan calls the “innovator’s equation” has been a game changer for leaders across the country.

    5:15–7:00 PM

    Opening Reception

    Monday, October 23

    7:00 AM –6:00 PM


    7:00–8:15 AM

    Continental Breakfast

    7:00–7:50 AM

    Peer Learning Zones: Conversations of 4

    According to recent research, conversations among groups of no more than four people are ideal for high quality, focused discussions.  These face-to-face small group conversations will provide you the opportunity to connect, relate, learn, and work with peers and discuss industry challenges.  Bring your breakfast, opinions, and insights, and join in!

    8:15–9:45 AM

    General Session

    Daring to be Caring: Leading a Spirited Health Care Team (GS2)
    Jody Urquhart, author of “All Work and No Say”

    Health care professionals consistently ignite the fires of hope in others. Daily they muster the nerve to serve in a complex and challenging environment. Leaders in health care need tools to both energize staff members and to keep their own fires of hope burning. Through humor, insight and inspiration Jody Urquhart will show healthcare leaders how to inspire a spirited and resilient workforce that stays focused on providing the most compassionate care possible. 

     9:45–10:15 AM

    Morning Break 

    10:15–11:45 AM

    Best Practices Sessions

    Why Patient Access Makes the Difference (BP1)
    Terrie Handy, VP, Revenue Cycle Operations, Legacy Health; Amanda Gordon, Director Patient Access, Financial Counseling, Central Scheduling and Interpreters, Legacy Health

    This session will share the tactics and results from Legacy Health System’s increased emphasis on the development of a first-class Patient Access operation. Following HFMA’s Patient Financial Communications Best Practices, Legacy experienced a 27% increase in point of service collections, aided by the “Point of Service Olympics". Other patient access initiatives resulted in the implementation of a new pre-registration process for scheduled patient which includes a discussion of the patient’s estimated financial responsibility, a quality monitoring program using “secret shoppers”, and a very low turnover rate of 3.64%.

    • Implementing the Patient Financial Communications Best Practices – emphasis on training and engagement
    • Quality monitoring within patient access
    • Strategies to retain and develop patient access staff

    Engaging Payers and Reducing Preventable Denials (BP2)
    Gerilynn Sevenikar, Vice President Revenue Cycle, Sharp Healthcare

    Developing a team approach to denials has proven highly success at Sharp Healthcare.  This session will discuss the team composition, how to track payer aging trends and identify opportunities for improvement at the system and individual entity levels.  Denials which are classified as not recoverable are shared to educate and identify root causes.  Other initiatives including a “no touch claims process” and a “presumptive authorization” process both designed specifically to reduce and eliminate denials.

    • Building a data-driven process emphasizing quality first
    • Using performance data to drive change
    • Working with payers to resolve issues and improve operations

    11:45 AM–1:15 PM

    Lunch & Learn: Rev Talks

    “Hiring the Right Team Members”
    “Using Staff Development as a Tool for Success”

    These brief but interactive discussions will give attendees an opportunity to engage with presenters around important staffing concepts that have proven successful in their organizations.

    1:15 PM–2:45 PM

    Best Practice Sessions

    Creating a Sustainable Revenue Integrity Program (BP3)
    Terrie Handy, VP, Revenue Cycle Operations, Legacy HealthEvan Martin, Legacy Health; Gerilynn Sevenikar, Vice President, Sharp HealthCare; William Wyman, FHFMA, FACHE, Vice President of Revenue Services, Lowell General Hospital; Gary Breuer, Vice President of Revenue Cycle, AMITA Health (Moderator)

    This session will share strategies and results from revenue integrity programs in three organizations with divergent sizes, payer mixes and geographic locations and will discuss their varied approaches, share results, and offer a glimpse of their plans for future work in this critically important functional area.

    • Examine the major components of a successful revenue integrity program
    • Manage data, data, data--and what to do with it to produce results
    • Outline resources, training, and tools needed to develop a successful program

    Yes Virginia, Our Net Days Really ARE 14! (BP4)
    Lovell Davis, Director, Revenue Cycle Management, Virginia Eye Institute

    This session brings together a myriad of strategies and tactics designed to understand the importance of organizational culture, using tools including cultural interviews to hire the right staff, training front desk staff for success, and employing patient-facing technology to support revenue cycle operations.

    • Learn now making financial assistance conversations positively impacts patients
    • How to conduct a financial care interview
    • Impact of centralized pre-service approach brings to a specialty practice

    2:45–3:15 PM

    Afternoon Break 

    3:15 PM–4:45 PM

    Best Practice Sessions

    Partnering with Physicians to Improve the Patient Experience (BP5)
    Andrew von Eschenbach, Vice President Revenue Cycle, CHRISTUS Mother Frances Health System; Leah Dixon, Administrative Director, Patient Access Center, CHRISTUS Mother Frances Health System

    This session shares ways in the financial side of the organization worked with the clinical side to improve the patient experience through development of an Access Center.  In addition, their Patient Experience dashboard provides the basis for ensuring staff engagement throughout the patient’s contacts with the organization. 

    • Learn now the Saving Lives program has impacted patients
    • Understand what the valuable components of a patient experience dashboard and how to create one
    • Understand how predictive analytics can be used to look back and look forward in revenue cycle operations

    Focus on People, Process and Technology to Produce Amazing Results (BP6)
    Barbara Tapscott, CHFP, Vice President Revenue Management, Geisinger Health System; Christie Pehanich, FHFMA,  Assistant Vice President, Physician Revenue Cycle Operations, Geisinger Health System

    This session includes a discussion of how a focus on people, process and technology has driven excellent results year over year for this health system.  Case examples will focus on hiring the right people, incorporating a training approach designed to empower employees to achieve high performance results, and finding the right technology for the problem/solution.

    • Management’s role in investing in the success of the team
    • Using data analytics throughout the decision-making processes, as for example, in the decision to manage self pay receivables internally or with a vendor-based approach
    • How to go one step beyond “Proven Experience” to a guaranteed price estimation program-and why it works

    5:00–6:30 PM


    Tuesday, October 24

    7:00 AM –4:00 PM


    7:00–8:00 AM

    Continental Breakfast

    7:00–7:50 AM

    Peer Learning Zones: Conversations of 4

    According to recent research, conversations among groups of no more than four people are ideal for high quality, focused discussions.  These face-to-face small group conversations will provide you the opportunity to connect, relate, learn, and work with peers and discuss industry challenges.  Bring your breakfast, opinions, and insights, and join in!

    8:00–9:30 AM

    Innovation Labs

    Creating a Leadership Development Initiative for Revenue Cycle Success (IL1)
    Steve Burr, Senior Vice President, Carolinas Healthcare System; Chris Johnson, Vice President, Carolinas Healthcare System 

    This hands-on learning lab allows participants to examine first-hand how to develop and implement an organization-wide leadership development program within revenue cycle operations, one that not only develop the next generation of leaders, but also builds a positive and productive work environment within the organization.

    • Examine why building the internal leadership philosophy was mission critical
    • Describe how execution of this approach positively impacted the culture of the organization
    • Create a plan for getting started in your organization and how to measure success

    Creating a Work Queue Scoring System for Hospital and Physician Productivity (IL2)
    Brad Cook, Vice President Revenue Cycle Management, Presbyterian Healthcare Service; Patrick Paiz, Manager of Operations, Central Business Office, Presbyterian Healthcare Service 

    This session will trace the development of a work queue scoring system from a tool used solely in the physician revenue cycle space to a tool now supporting work queue productivity measuring and tracking throughout revenue cycle operations.  You’ll review project plans, templates and lessons learned that will equip you to implement similar measured in their facilities.

    • Getting started: data requirements; data definitions; data collection
    • Setting productivity standards; monitoring standards over time
    • Expanding from one type of accounts to others

    9:30–10:00 AM

    Morning Break 

    10:00–11:30 AM

    Closing General Session

    The Journey to Accountable Care and its impact on the Revenue Cycle (GS3)
    Blake Allison, COO, Baylor Scott and White Quality Alliance

    Hear from leaders of Texas’ largest not-for-profit health care system and how their “Circle of Innovation” is resulting in better quality and more effective care through clinical integration, as well as their ongoing efforts to align clinical processes through physician-led governance and the use of actionable and meaningful analytics. And, with the continued emphasis on population health management, the linkage between the revenue cycle and accountable care (as well as the impact on both value-based and fee-for-service payments) continues to demand a more deliberate restructuring of the payer and provider relationship in order to deliver both financial and qualitative results.

    11:45 AM–2:30 PM

    MAP App User Group Meeting
    Invitation only. Questions? Contact the MAP Team.

  • About HFMA's Revenue Cycle Conference
    HFMA's Revenue Cycle Conference (MAP Event) is the premier revenue cycle conference for the healthcare industry. It brings together employees of provider organizations working to improve revenue cycle performance.   

    Questions? Contact us

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