Before FinThrive
The difficulty of educating and training hospital staff is a challenge for CPH and the entire healthcare industry. Challenges included:
- De-centralized registration, with registration staff in multiple hospital and physician clinic departments, creating a challenge in providing consistent training and education across departments
- Registration inaccuracies and inconsistencies stemming from a lack of understanding and knowledge
- Denial management and A/R follow-up inefficiencies due to misguided judgment calls, primarily caused by knowledge gaps
- Heavy reliance on one-on-one (1:1) training methods
- Limited utilization by registration and billing staff of hospital-paid Continuing Education Unit (CEU) hours for staff development
Solution Highlights
Through FinThrive Learn, CPH found a solution developed with healthcare experts and industry standards, which resulted in improved operations and staff performance:
- Implementation of a mandatory course curriculum for new hires in patient access and billing, guided by recommendations from FinThrive’s concierge team.
- Baseline assessments for all staff members to pinpoint educational gaps organization-wide.
- Individual educational planning sessions held between supervisors/directors and staff, held upon staff request, which results in a custom education plan based on the employee’s goals and desired learning. The education plans include badges and individual coursework to further educate the employee in their existing or future desired role.
- Employees are allowed to self-enroll in any FinThrive courses desired. This has fostered individualized career path planning for approximately 40 individuals and leads to increased employee satisfaction.
- Integration of courses across billing, patient access, and clinic registration to ensure consistent education delivery across multiple departments to foster a more knowledgeable and skilled workforce.
Customer Overview
CPH is a full-service hospital located in Soldotna, Alaska which serves the Central Kenai Peninsula. The organization is an acclaimed regional medical center focused on improving individual and community health while achieving national standards of excellence.
- A 49-bed facility with 13 provider-based clinics, and urgent care, both on and off campus
- Serving all aspects of healing and care: mental, emotional, spiritual, social and physical
- One of the largest regional healthcare providers in Alaska
- 980+ employees and 2500+ patients per year