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Practice Manager One Day Retreat
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When: Friday, November 16, 2018
10:00 AM
Where: Smart Start Conference Room
1100 Wake Forest Rd
Raleigh, North Carolina  27604
United States
Contact: Natacha Draper
919 858-4925

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NC Pediatric Society Practice Manager Retreat

Raleigh, NC


Friday, November 16

                                        10:00-10:15am            Welcome – Natacha Draper, Managers’Chair and NCPeds Board Member, Western Wake Pediatrics, PA


10:15 –11:15am          Kelly Crosbie, MSW, LCSW – Senior Program Manager – Health Transformation, NC Medicaid Division of Health Benefits – AMH and other related topics


11:15-12:30pm            Hot Topics


12:30 – 1:15pm           Working Lunch – Hot Topics


1:15pm                        Break


1:30 - 2:00pm              Chelsey Blizek – Senior Market Engagement Manager – Health Care Measurement & Engagement (and) Eavan Kilbride – Director, Provider Relations UHC Designation Program


2:00 – 3:00pm            Hot Topics


                                        3:00pm                        Adjourn





Hot Topics


  1. Pay for Performance (such as BQPP include cost indexes)– Let’s discuss effective strategies for how practices positively influence these indexes.  My practice reports via CCNC reports lower than expected rates of admission, readmission rates, ER utilization and yet we’ve seen our cost index climb to beyond the best practice benchmark.  From what I can tell from our BQPP report, the higher than benchmark cost are all services outside of our direct control such as inpatient, ancillary testing, and specialty care costs.  We re-qualified for BQPP Tier 3 but just barely due to the cost index issue.
  2. Information Policy - We are finding that more and more families are protective of their information and are somewhat reluctant to share information about their family status.  How are other practices handling custody issues and adoptions?  With so many varying family structures, what questions are being asked when a new patient registers?  What Policies are in place to help ensure that the practice is aware of who the legal guardians are?
  3. No Shows – We are seeing an increase in no-shows, both among our Commercial insurance and our Medicaid population.  I would like to know if anyone has any creative ideas to reduce no-shows, or if others would be willing to share their no-show policies.  We currently count any pre-scheduled appointment that is not cancelled within 24 hours of the expected arrival time as a no-show.  Are other practices counting these as no-shows, or as cancellations as long as cancelled before the expected arrival time?  For self-pay or commercial plans, what is your current no show fees?  If an appointment for multiple children is missed, do you apply one no-show fee, or one per child? 
  4. Part-Time Providers – I am curious if any of you have PT providers.  We have several that work 3 days per week.  We struggle with coverage procedures for our PT providers and I’m looking for ideas to make it easier.  A PT provider could work M/T/W and then not be back in the office till the next W/Th/F.  in the meantime, refills, messages, medical record correspondence is coming in for them.  We have an elaborate cross coverage plan that is hard for staff to follow.  Do you job share providers, so they are covering for a job share partner?  If so, how does it work?  Do you have one provider following up for absent providers each week?  Any other ideas that seems to work well at your practice?
  5. Interns/Job Shadowing – We are getting more and more students that want to intern/job shadow, specifically high school and early college.  Even our 8th graders also have a whole day assigned for job shadowing.  I have concerns that because of their age they cannot fully comprehend HIPAA and the consequences of a breach.  What age/grade is the youngest that you accept students and how do you go about educating them about HIPAA?
  6. PCMH – Are practices still recertifying for PCMH if they no longer need the certification for BQPP fee schedule?  If so, for what reason – certification only?
  7. State Health Plan – It would be immensely helpful to me to hear that discussion.
  8. Telehealth – Please put telehealth on the hot topics list!
  9. Recruiting – What methods are practices finding success with:  direct to residency, peds jobs, recruiter?  What are they offering as starting salary and benefits?  We’ve been using a recruiter and it’s not been going well.  Also, the salary their recommendation for a starting salary is huge relative to what we’ve all discussed in the past.
  10. Staff Moral – What are others doing for staff moral?  Gift cards and meals are great but don’t last.
  11. Staff Customer Service Training – Any suggestions?  Good resources or consultants?
  12. Staff Workflow Continuity – Any tools or tricks others use to train and maintain workflows in the office?  Ways to avoid unintentional policy drift?  Clinical and front desk.
  13. NCIR bidirectional capability – any updates? 
  14. NCHIE – I hope we can discuss briefly the NCHIE and how those who are connected are using it.