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 relationship 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-upwork, 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.