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 We have chosen to decentralize our management structure to ensure that our clients receive the best possible service at all times. The creation of departments, each dedicated to a specific aspect of the required operation, assures that a client receives attention from qualified experts each step of the way. At the same time, we are aware of the need for central sources of awareness and oversight. We satisfy this need with the assignment of relationship managers and liaisons.
The relation manager is ultimately responsible for all the work performed for each client. The relationship manager is always at the executive level so that each client can be assured of an authoritative source for problem solving. We also assign a client liaison to provide hands on day-to day supervision of our Client Servicing Staff who will be working with the client. While these various staff members visit clients to receive referrals, research accounts, and do follow up work, the client liaison is available to make as many visits to the health system as required to respond to any questions or areas of concern. Regularly scheduled executive management meetings are held to discuss the progress and performance of our services to our clients.
As part of client servicing it is the goal of PATHS to continue to hire, train and maintain skilled individuals with revenue cycle experience. Many of PATHS management team are members of Philadelphia and North East chapters of HFMA as well as members of the Philadelphia, Keystone, and North East Chapters of AAHAM. Our staff serves in board capacities and on educational committees, which we believe strengthens our commitment to continuing education in the healthcare field. We also stress management meetings internally at all levels to ensure proper communication with regulatory and compliance issues, as well as any changes or updates that are client specific. Our management team is required to be kept abreast of all the latest technology, including Microsoft products.
Staff training and continuous education are among the most critical components of any operation. While technological resources are essential, human resources are the crux of our organization.
From account representative to information systems coordinator, individuals are hand picked for each new project based on their experience relative to the nature of the undertaking. Staff members are then instructed as to the specific needs of the client; the result is a focused team whose efforts are aligned with the client’s objectives. Rarely is any employee trained to perform a sole function. The emphasis rather is on cross training so that an employee is versatile in his or her capabilities.
It is the company’s responsibility to provide each employee with the tools necessary for quality job performance. To accomplish this, the PATHS training program combines several areas of concentration. Following is a description of each of these target areas.
Procedural Training:
It is the department manager’s responsibility to ensure that the staff members are trained in all procedures related to that department’s area of account processing. We place particular emphasis on the training of on-site staff. Before any personnel are assigned to a client’s facility, they are fully trained as to the client’s various procedures, reports, and computer systems.
In addition, instruction in individual department responsibilities, training is coordinated among all PATHS departments. The workflow from one area of operation to the next is demonstrated; this comprehensive procedural overview provides employees with an understanding of each department’s impact on overall project success.
Technical Training
We provide the tools for our staff to meet and exceed performance goals. Technology, however, is only as efficient as the employee who uses it.
An example of PATHS’ technical training is the detailed instruction provided on our hospital and physician account management systems. Specifically, employees are shown the system’s various sign-on, screen sequences, data files, status codes reporting, and prompts for generation of hard copy and electronic documentation. Further instruction is provided in the use of insurance verification tools, such as EVS, the online Pennsylvania Medicaid verification system, and other various systems such as Premis, PACES and a host of other third party and proprietary software packages.
Regulatory Compliance
Our extensive network of industry contacts and affiliation is one way in which we remain informed of new trends and developments. Further, our close ties to Mattleman, Weinroth & Miller help to keep us abreast of changes in local, state, and federal laws and regulations.
Our collection staff strictly adheres to all Fair Debt Collection Practices Act (FDCPA) standards are tested twice a year on awareness and comprehension of applicable laws and regulations. They are further required to attend the Collections Certification Program sponsored by the American Collectors Association (ACA). Many of our staff have achieved the status of “certified professional collectors,” and acknowledgment on behalf of the ACA of those individuals who have a minimum of two ears experience and have successfully passed a national exam. The exam tests knowledge of FDCPA theory and practices.
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