The Client Challenge
After Saint Luke’s Health System completed conversion to a new electronic health record (EHR) platform, its three critical access hospitals (CAHs) and its associated rural health clinics (RHCs) experienced declining revenue cycle performance. The health system, based in the Kansas City region, found that managing subsequent technology requests and workflow inefficiencies presented opportunities to strengthen revenue cycle governance, delve into key performance indicators (KPIs), resolve build issues, streamline workqueues, and reengineer workflows.
Navigating to Next: The Solution
The Chartis Group partnered with Saint Luke’s to identify necessary system build modifications and evaluate revenue cycle staffing levels against benchmarks. To pinpoint performance, efficiency, and employee satisfaction opportunities, the team reviewed workqueue structure and workload distribution. Additionally, Chartis’ interaction with clinical teams revealed that roles and security templates prohibited nursing staff from effectively functioning in a critical access environment, where they are needed to float through all hospital departments. Findings and recommendations were collaboratively presented and endorsed for implementation. The team co-developed a workplan to address identified optimization opportunities, quantify required resources, and establish an implementation timeline. Chartis provided subject matter expertise, project management, and oversight to ensure teams remained focused and progressed toward defined goals.