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A Division of Mediware5 Key Performance Indicatorsof Your Front DeskPresentersAl FiandacaProduct Manager1-800-889-0450 #210al.fiandaca@mediware.comSteve JohnsonSr. Sales Consultant1-800-889-0450 #204Steve.Johnson@mediware.comspectrasoft.com 1-800-889-0450
A Division of MediwareAbout SpectraSoft20 years in Medical SchedulingOver 5,000 Hospitals and ClinicsExtensive Research in Practice Analyticsspectrasoft.com 1-800-889-0450
OverviewA Division of MediwareSpectraSoft has helped over 5,000clinics and hospitals schedulesmarterspectrasoft.com 1-800-889-045033
A Division of MediwareWhat is a KPI?A Key Performance Indicator measures how well youare meeting an important business objective.spectrasoft.com 1-800-889-0450
A Division of MediwareKPIs are for EVERYONENo practice is too urban, rural, specialized, gentrified ormarginalized to run on KPIs3RulesKPIs Require Good DataConsistent – measured the same way every timeAccurate – you can rely on it for key decisionsSteady – collected, reviewed at regular intervalsObjective – seen on a dashboard or spreadsheetKPIs Lead to ACTIONIf you can’t act on it, why measure it?KPI Management is as simple as Read & ReactKPIs equip you to manage issues in minutes a week.spectrasoft.com 1-800-889-0450
A Division of Mediware5 Ways to Use KPIs Guide a Long Process React to Important Trends Capitalize on Opportunities Direct Your Staff Management See Your Practice in New Waysspectrasoft.com 1-800-889-0450
A Division of Mediware1. Guide a Long ProcessNo Shows(% of total appointments scheduled)spectrasoft.com 1-800-889-0450
A Division of MediwareWhy are No-Shows an important KPI? The easiest revenue to recoup – cutting noshows is usually easier than reducing payerdenials and underpayments A reflection of your professionalism – howseriously your patients perceive your workand the work of your providersspectrasoft.com 1-800-889-0450
A Division of MediwareWhat’s a good a no-show rate? Discipline(PT, Behavioral, Dermatology will all be different) Nature of Appointment(Required? Painful?) Patient Population (Demographics, Insurance)spectrasoft.com 1-800-889-0450
A Division of MediwareKey Concept:KPIs are best derived from past performance andfuture goals. Don’t measure your success based onsomeone else’s results.spectrasoft.com 1-800-889-0450
A Division of MediwareData You Will Need Total Appointments and No-Shows per Month Reasons for No-Shows No-Shows By Payor, Provider, Diagnosis # of Reminders Sent by Email/Text/Phone No-Shows per Patient “No-Show” Talks that Providers Have with Patientsspectrasoft.com 1-800-889-0450
A Division of MediwareWhat are the manageable factorsof a no-show at your practice? Forgetfulness Finances / Payor / Co-Pay Issues Low priority Lack of Transportation/Caregiver Fear/Pain Long wait times Unmotivated Patient Compliancespectrasoft.com 1-800-889-0450
A Division of MediwareWhereWe’re At18%KPINo-Show Rate GOAL10%How WeGot HereWhat WeWill ManageableFactor“No-ShowTalk”95%Fee forRepeatAssignmentNo-Shows100%‘No-Show’Talk FromAssignmentProvider100%spectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI Meeting1. Review the Action Plan2. Equip Your Staff3. Verify4. Celebrate5. Set the New StandardYour staff must own the KPI. They run the reports,present the numbers and explain the results.spectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI reasinglyStaff OwnedVerifyYou can manage a single KPI in as little as 15 minutes a month!Or manage several KPIs in one longer meeting.spectrasoft.com 1-800-889-0450
A Division of Mediware2. React to Important TrendsNew Patients(Total Per Month)spectrasoft.com 1-800-889-0450
A Division of MediwareData You Will NeedMonthly Trend reports of every possible referral source (evenones that currently generate no referrals: PhysiciansRelated Professions (Lawyers, Courts, Churches, Golf Pros)Marketing (ads, signage)Patient Word of MouthNetwork VisibilitySet up each of these referral sources in your schedulingsystem so you know the source of every new patient.spectrasoft.com 1-800-889-0450
A Division of MediwareKey Concept:Trending KPIs typically involve solving problems. A Process is a steady, continuous path toward agoal, with regular adjustments along the way. A Problem is a sudden detour away from yourgoal that requires a major course correction.spectrasoft.com 1-800-889-0450
A Division of MediwareReferrals By Month121086420SmithJonesspectrasoft.com 1-800-889-0450Watts
A Division of MediwareTesting Something NewNot everything works, and certainly notright away Budget for failures Plan to be nimble Review regularly Structure your test to deliver a“Success” or “Failed” resultBook yournext PTappointment fromyour Spectphone!raClinicStartHerespectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI Trend Review Critical to review monthly trends ofall major referral sources Meet often enough to addressmajor changesSetthePlanCelebrate Clear assignments to address anyanomaliesspectrasoft.com 1-800-889-0450EquipStaffVerify
A Division of Mediware3. Capitalize on OpportunitiesResource Utilization(% of Available Hours in Use) Equipment Rooms Providersspectrasoft.com 1-800-889-0450
A Division of MediwareData You Will Need How many appts scheduled for a resource per day What hours of the day is the resource available What % of day the resource is usedspectrasoft.com 1-800-889-0450
A Division of MediwareKey Concept:KPIs do not always point you to the right action. Theycan only identify the opportunities.spectrasoft.com 1-800-889-0450
A Division of MediwareManaging Staff9876543210 Not being scheduled Patient request Time spent charting Serial no-showersJoeSusanAvailableCarlBarbTreat Timespectrasoft.com 1-800-889-0450
A Division of MediwareManaging Equipment9876543210 Manage pt expectations Work w/ referrers Talk to schedulers Buy new machineMammo 1Mammo 2Mammo 3Mammo 3Dspectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI Resource Meeting More of the action items will fall on the manager/owner Key thinkers must attend, not necessarily “KPI owners”spectrasoft.com 1-800-889-0450
A Division of Mediware4. Direct Your Staff ManagementPersonal Performance Statsspectrasoft.com 1-800-889-0450
A Division of MediwareKey Concept:If you wait til your employees, patients or partnerscomplain, the damage is already done.spectrasoft.com 1-800-889-0450
A Division of MediwareCommon Problems Therapists rescheduling chronic no-showers X-ray techs in a pool pushing cases on other techs Front desk personnel not collecting copays Providers rescheduling appts for personal reasonsDon’t wait for the complaint!spectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI Conduct ReviewReview reports that typically are only run as a followup to a complaint. By doing this proactively, you Nip problems in the bud Promote a fair workplace Show your employees you carespectrasoft.com 1-800-889-0450
A Division of Mediware5. See Your Practice in New WaysPatient Satisfaction(Rating per Case)spectrasoft.com 1-800-889-0450
A Division of MediwareKey Concept:KPI data is not always in your practice managementsystem. Sometimes you need to seek it out.spectrasoft.com 1-800-889-0450
A Division of MediwareData You Will Need: Patient SurveyNumerical RatingsText Responses Overall satisfaction What did you like best Clinician What did you like least Front Desk What could we do better Billing Servicesspectrasoft.com 1-800-889-0450
A Division of MediwareMonthly KPI Patient Satisfaction Review Open up with your entire staff on the results Let your staff take ownership Don’t over-react to one-off complaintsspectrasoft.com 1-800-889-0450
A Division of MediwareSummary1. Guide a Long Process2. React to Important Trends3. Capitalize on Opportunities4. Direct Your Staff Management5. See Your Practice in New Waysspectrasoft.com 1-800-889-0450
A Division of MediwareSummary1. KPIs are for EVERYONE2. KPIs Require Good Data3. KPIs Lead to ACTION4. YOUR ENTIRE TEAM MUST TAKEOWNERSHIP OF YOUR KPIsspectrasoft.com 1-800-889-0450
A Division of MediwareQ&AAl FiandacaProduct Manager1-800-889-0450 #210al.fiandaca@mediware.comSteve JohnsonSr. Sales Consultant1-800-889-0450 #204Steve.Johnson@mediware.comspectrasoft.com 1-800-889-0450
5 Key Performance Indicators of Your Front Desk Presenters Steve Johnson Sr. Sales Consultant 1-800-889-0450 #204 Steve.Johnson@mediware.com Al Fiandaca Product Manager . Lack of Transportation/Caregiver Long wait times Patient Compliance. spectrasoft.com 1-800-889-0450
