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Digestive Disease Center: Referral Management
Sarah O’Neill, Yaramalies Davila, Julianna Sokolowski, & Chris Rodrigues
BIDMC: Care Connections, Department of Surgery, Referral Management, and Office of Improvement & Innovation – i2
Introduction/Problem
The Interventions
Administrative assistants face a number of competing demands that
make it difficult to manage all expectations. As part of the Digestive
Disease Center’s intake and care coordination initiative, there was an
opportunity to develop a standard process to ensure insurance office visit
referrals are completed accurately the first time and in advance of the
appointment. The goal was to redistribute work away from the
administrative assistants and hire a central referral specialist to manage
office visit referrals.
Evaluated referral management requirements
Developed current and ideal state DDC referral management model, including:
–
Process workflows
–
Communication guidelines
Defined role for centralized referral specialist and protocols for the practices
Developed training requirements for referral specialists and appointment schedulers
Developed a system to disseminate and maintain knowledge of insurance requirements
,
Results/Progress to Date
Aim/Goal
Develop a standardized and centralized model for the management of
office visit referrals for Colorectal and Pancreas Liver Institute
The Team
Sarah O’Neill, Director, Care Connection
Yaramalies Davila, Director of Patient Access - Surgery
Julianna Sokolowski, Director of Referral Management Program
James Peterson, Referral Specialist
Chris Rodrigues, Senior Project Manager, Office of Improvement and Innovation – i2
Nearly all referral captured prior to the date of service
For more information, contact:
Julianna Sokolowski, Director of Referral Management Program, jsokolow@bidmc.harvard.edu
�Digestive Disease institute: Referral Management
Sarah O’Neill, Yaramalies Davila, Julianna Sokolowski, & Chris Rodrigues
BIDMC: Care Connections, Department of Surgery, Referral Management, and Office of Improvement & Innovation – i2
Accomplishments
Lessons Learned
Found significant efficiency in centralizing the role for insurance referral
capture
Clear role expectations and regular communication on performance between
referral specialist and practices improved workflow and staff morale
Expanded the
scope from
multi-disciplinary
clinics to all of
Colorectal
services
Hired a referral
specialist in June
2017
•Improved capacity of
administrative staff
•Cleared the June-July
backlog of referrals
during training
period
•Colorectal: 150
referrals
•PLI: 120 referrals
Increased the %
of referrals
captured by date
of service
•Colorectal: 50%
improvement
•PLI: 6% improvement
Next Steps
After several months of streamline process between the referral specialist and
practice, there is opportunity to expand scope of services to the Bariatrics
program
For more information, contact:
Julianna Sokolowski, Director of Referral Management Program, jsokolow@bidmc.harvard.edu
�
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Silverman Symposium
Description
An account of the resource
Each year the Silverman Symposium poster session offers BIDMC staff and affiliates the opportunity to share experiences and learn about efforts to improve Quality and Safety.
Date
A point or period of time associated with an event in the lifecycle of the resource
2021
Silverman Poster
Primary Contact
If you would like more information about this project, contact this person. Make email address clickable.
Chris Rodrigues (<a href="mailto:cjrodrig@bidmc.harvard.edu">cjrodrig@bidmc.harvard.edu</a>)
Department
Any departments listed on the poster or identified in the spreadsheet.
Digestive Disease Center
BIDMC Care Connection
Surgery
Referral Management
Office of Improvement and Innovation
Project Team
Sarah O’Neill
Yaramalies Davila
Julianna Sokolowski
James Peterson
Chris Rodrigues
BIDMC Location
The BIDMC location where the poster team resides if identified in spreadsheet. If not identified, choose BIDMC.
BIDMC
Dublin Core
The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/.
Title
A name given to the resource
Digestive Disease Center: Referral Management
Date
A point or period of time associated with an event in the lifecycle of the resource
2018
Format
The file format, physical medium, or dimensions of the resource
pdf
Efficiency