Case Study: Advocate Illinois Masonic Medical Center Healthcare - Revenue Cycle Solutions

Advocate Illinois Masonic Medical Center implemented a paperless revenue cycle and eliminated paper charts, improved departmental efficiency, enhanced patient, physician and associate satisfaction, and reduced costs.

The Situation: Chaos & Confusion

Advocate Illinois Masonic Medical Center needed to improve patient, physician, and associate satisfaction, as well as the facility’s performance because: 

Charts were a mess!

• Charts had to be located manually upon patient arrival
• Charts had to be pulled by date and service for delivery to each registration area, each day
• Each chart had to be compiled with all forms, eligibility printouts, stickers, and armbands
• Stacks of charts served as work queues
• There were different color charts for different types of patients
• Charts were missing

Paperwork was out of control!

• Faxes ended up in multiple departments, not always in central scheduling
• Consents and other forms had to be copied and sent with the patient and chart
• Photo ID and insurance cards had to be copied and included with the chart
• Half the chart was sent to clinical, the other half was sent to PFS for scanning/storage
• If the chart wasn’t available or the patient presented on the wrong day, the chart had to be re-compiled

Filing was impossible!

• 3 large file cabinets were filled with patient charts for future dates of service
• File cabinets used as work queues for insurance verifiers
• Patients and physicians were not getting the service they deserved!
• Patients presented without orders
• Staff members were unable to reach physicians for missing orders

Patients and physicians were not getting the service they deserved!

• Patients presented without orders
• Staff members were unable to reach physicians for missing orders

The Solution: Clarity & Cohesion 

The Patient Access Department Advisory Council was tasked with
finding a solution. They worked with a solution partner to integrate
all the disparate activities into a single cohesive process. With
Patient Access leadership, they implemented a paperless process
that managed data-driven work queues for the 3-Ps – Patient type,
Procedure, and Payor.

This simplified and automated all the necessary steps between
physician offices, Patient Access, and the clinical departments,
including:

• Scheduling
• Pre-registration
• Eligibility
• Pre-certification/authorization
• Medical necessity
• Pricing
• Collections
• Financial counseling

They implemented a Digital Order Management Solution, Electronic Patient Folder, Pre-Arrival and
Change in Status Workflows, and Electronic Forms, resulting in patients completing their registrations
with Electronic Signature of required forms.

The Result: Consistency & Cost Savings

By implementing healthcare revenue cycle solutions, Advocate Illinois Masonic Medical Center has eliminated:

• Charts
• Filing
• Retrieval
• Reconciliation
• Transportation
• Communication issues between departments
• A lot of administrative headaches

They have also reduced patient wait times by 28%, just by completing all orders and documentation and putting them at the fingertips of registrars.

Paper reduced: 1.3 M pages/year
Folders reduced: 18,333
FTEs repurposed: 8

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