The 36th Annual Fall Conference

Your business tag line here. Presents. The 36th Annual Fall Conference September 28th September 30th, 2011 Courtyard Marriott At Carolina Beach Address: 100 Charlotte Ave Carolina Beach, NC 28428 Cape ballroom Phone: (910) 458-2030 (800) 321-2211 **CAM Exam ** Wednesday, September 28th, 2011 8:15 a.m. 9:15 a.m.** Featuring- The Love Boat Dinner Cruise to be held Thursday, September 29th 6:30 p.m. 9:30 p.m. Sailing Towards World Class Patient Access

Wednesday, September 28th 8:15 a.m.- 9:15 a.m. 9:15 a.m.- 9:30 a.m. 9:30 a.m.- 10:30 a.m. 10:30 a.m.- 11:00 a.m. 11:00 a.m.- 12:00 p.m. 12:00 p.m.- 1:00 p.m. 1:00 p.m.- 2:00 p.m. 2:00 p.m.- 2:30 p.m. 2:30 p.m.- 3:30 p.m. 6:00 p.m.- 7:30 p.m. CAM Exam, Registration and Breakfast Welcome and Opening Remarks Define and Deploy: Improve by Laying Hold of the Life that is Truly Life by John Cook AM Break: Networking and Corporate Partner Exhibits Open POS Collection Skit by Paula Bost / Scott Cecial LUNCH Hot Topics Panel with Joe Palumbo, Charlynne Lynch, and Linda Mason PM Break: Networking and Corporate Partner Exhibits Open Patient Identity Management Begins with Patient Access by Katie Davis Welcome Reception: Vendor Exhibits

Thursday, September 29th 8:30 a.m.- 9:30 a.m. Registration and Breakfast 9:30 a.m.- 10:30 a.m. Managing Through Change by Kempton Smith 10:30 a.m.- 11:00 a.m. Business Meeting and Installation of Officers 11:00 a.m.- 12:30 p.m. Lunch and Regional Meetings 12:30 p.m.- 1:30 p.m. Vendor Presentations 1:30 p.m.- 2:00 p.m. 2:00 p.m.- 4:00 p.m. PM Break: Networking and Corporate Partner Exhibits Open Have the Brass to be World Class -Part 1 by Chris Wilson and Jami Goldberg, Cone Health 6:30 p.m.- 9:30 p.m. Love Boat Dinner Cruise

Friday, September 30th 8:00 a.m.- 9:00 a.m. Breakfast 9:00 a.m.- 10:00 a.m. Have the Brass to be World Class Part 2 by Chris Wilson and Jami Goldberg, Cone Health 10:00 a.m.- 10:30 a.m. AM Break and Check Out 10:30 a.m.- 11:30 a.m. Have the Brass to be World Class Part 3 by Chris Wilson and Jami Goldberg, Cone Health 11:30 a.m.- 12:00 p.m. Closing Remarks and Door Prizes Have a safe journey home!

Hotel Information Courtyard by Marriott Carolina Beach 100 Charlotte Avenue Carolina Beach, NC 28428 (800) 321-2211 (910) 458-2030 www.courtyardcarolinabeach.com This hotel has a smoke-free policy Room Reservations Deadline Monday, August 15, 2011 Don t miss the deadline for this outstanding rate! The regular rate for those dates is twice that amount! Room rate $89.00 single or double plus 14% tax per night If registering by phone, mention group name: NC Association of Healthcare Access Management (NCAHAM) If registering online use one of the following Group Codes: Room with 2 queen beds HAMHAMA Room with 1 king bed HAMHAMB Check-in time: Check-out time: 3:00 p.m. 11:00 a.m.

Speaker Biographies John Cook John Cook s career in healthcare has spanned 32 years and he is still going strong (some days, that is). A graduate of Appalachian State University, he served 22 years as Director of Patient Financial Services at Watauga Medical Center in Boone. His career continued as Director of Marketing for Acryness. He has spoken to countless healthcare audiences sharing practical, but useful advice for managers and directors. Paula Bost Paula Bost is married with four children and four grandchildren. Paula has been employed with Wake Forest Baptist Health for 18 years. Fourteen of those years were spent as a Financial Counselor within the Corporate Revenue Cycle. The last four years have been spent training Patient Access staff in billing systems, financial evaluation processes, and customer service. Currently, Paula is a certified EPIC principle trainer and on the Wake Forest Baptist Health team working diligently to implement EPIC, July 2012. Paula received her BS in Education, University of North Carolina Greensboro; Masters in Theology, Vintage Bible College; and is currently writing her dissertation in Financial Literacy to receive her Doctorate of Education, Liberty University. Scott Cecial Scott Cecial has worked at Wake Forest Baptist Health for 8 years, and currently is working as an Operational Analyst in the Financial Division. While at the Medical Center, he has completed the Six Sigma Process Improvement training and received his Green Belt Certification. Scott holds a BS in Business Administration from High Point University, and a Master s of Aeronautical Science from Embry-Riddle Aeronautical University. He currently holds his commercial pilot s license for both single and multi-engine aircraft. He has been married for 11 yrs and has 2 daughters, ages six and nine. He was born in High Point, NC and now currently resides in Lexington, NC. His hobbies include: Flying general aviation aircraft, surfing, scuba and golf. Joe Palumbo Joe Palumbo is the Manager of Patient Access, Site Administration for Rex Healthcare in Raleigh, NC. Joe has over 17 years of Healthcare experience in Patient Access, Health Information Management, and as a Healthcare Vendor. Joe is the immediate Past President of NCAHAM, a Certified Access Manager through NCAHAM, CHAA, Six Sigma Yellow Belt Certification through GE Healthcare Solutions, and Corporate Chairperson for the 2009 Fayetteville, NC ALS Walk. Joe earned his Bachelor of Science from Mount Olive College in Healthcare Management and an Associate Degree from Herkimer County Community College in Radio and Broadcasting.

Speaker Biographies Charlynne Lynch Charlynne is an Associate Director of Commercial, Managed Care and Special Billing at Wake Forest Baptist Health. The departments are a combined, integrated system for both facility and professional billing. To prepare for her current duties, she attended Gardner-Webb University where she earned a Bachelor of Science Degree in Healthcare Administration. Charlynne is also a Certified Access Manager through the North Carolina Association of HealthCare Access Management. Charlynne is no stranger to Patient Access or the Financial Clearance Process. Before moving into her current position, she spent 20 years working in the Patient Financial Services Division in roles that included Patient Accounting, Quality Review, and managing the Financial Counseling, and the Emergency Department Patient Access Staff. Charlynne is active in the North Carolina Association of Healthcare Access Management and The American Association of Healthcare Administrative Management Carolina Chapter where she is currently serving as the 2 nd Vice President and Education Chair. Outside her duties at Wake Forest Baptist Health, she is busy spending time with her family who reside in Advance, NC. Linda Mason Linda has worked in Healthcare Access Management for over thirty years. She has served all of her time working for Novant. Linda has been a supervisor in Inpatient Registration, ED Registration, and for the past 12 years she has managed the Business Office for Hawthorne Surgical Center and Medical Park Hospital in Winston- Salem. Linda is a past President of NCAHAM, and has been a very active member for over 20 years. Katie Davis Prior to joining CHS, Katie worked for Orthopedic Hospital of Charlotte, Iredell Memorial Hospital in Statesville, and managed both a pediatric medical office and pediatric dental office. Katie has been in Patient Access with Carolinas HealthCare System for the past twentytwo years. In addition to having responsibility for the Pre-Service Department, she oversees Patient Identity Management, the Online Eligibility Team, the Corporate Patient Access PRN Pool, the Corporate Patient Access Patient Financial Services Specialists and the PFS Training Coordinators. Katie received her bachelor s degree in Healthcare Management from Kennedy-Western University. She has been a member of the North Carolina Association of Healthcare Access Managers since 1990 and served as the president of the organization in 2004 2005. Katie is also a member of HFMA.

Speaker Biographies Kempton Smith Kempton has been employed in healthcare and healthcare technology for nearly 30 years. This includes 18 years employment in acute hospital settings for both for-profit and not-for-profit health systems, and ten years with top 20 health systems. He also worked as a vendor, supporting technology product design and deployment, analyzing processes and experiencing various levels of detail in about 75 healthcare organizations. He currently serves as Assistant Vice President of Revenue Cycle in the Regional Services Division for Carolinas Healthcare System. Kempton has experience in designing, implementing and managing projects including Main Frame Systems, Predictive Dialing Systems, Scheduling Systems, Contract Management Estimation, Claims Scrubbing, Electronic Claims Status Inquiry, Electronic Remittance Posting, Customer Service, and Revenue Cycle Decision Support. Kempton has also coordinated mission-critical projects to enhance cash flow for financially distressed organizations. These include implementing Point of Service Collections and Requiring Payments for Non-Emergent Services in the ED, Comprehensive Medicaid Eligibility, Expanded Financial Counseling Services, and Revenue Outreach. He is a contributing author on the topic of Re-engineering in the Patient Accounts Management Handbook published by Aspen in 1997. He has written articles for publications in HFMA, AAHAM, and various regional business journals, and currently serves on the Editorial Board for Aspens System s Healthcare Collector. He has also served in leadership roles in State and National AAHAM including National President and Board Chairman. Kempton is a graduate of Appalachian State University and native of Goldsboro, NC. Chris Wilson Chris Wilson has been a student of Organizational Behavior and Development for over 8 years now. With over 17 years in healthcare, including practice management and hospital leadership, he has focused his work on changing culture, behavior, and moving organizations and people to their desired outcome. Chris has a Master s Degree in Business, is a Certified Executive Coach, and is certified in Myer s Briggs Type Indicator, DiSC, Firo-B, and many other assessments. He judges his career success by how he helps people move where they want to be. His hobbies include horses, his two English bulldogs, cycling and the mountains of North Carolina. His mantra Love what you are doing or stop doing it. Jami Goldberg Jami Goldberg has been in the organizational development profession for fourteen years. He is currently the Organizational Development Manager for Cone Health in Greensboro, NC. His work focuses on leading a number of learning and development initiatives for the organization of 8000 employees. In addition, he serves as a member of the evening faculty at UNC Greensboro in the Communications Department. Prior to joining Cone Health, Jami served in a variety of organizational development roles at RF Micro Devices; Piedmont Associated Industries and the Greensboro Area Chamber of Commerce. In addition, Jami is a current board member for Carolina Adoption Services and a former board member of the Piedmont ASTD Chapter. Jami received a Bachelor of Arts in Communications at the University of Tampa and a Master of Arts in Communications with a focus on Organizational Development from the University of North Carolina at Greensboro.

Presentation Summaries Session # 1 Define and Deploy: Improve by Laying Hold of the Life that is Truly Life by John Cook When we take the opportunity to honestly look at ourselves, we are able to have those defining moments that will bring us to a whole new level. As we indentify the important things, then we are able to deploy a plan that will lead us to laying hold of a life that is truly life. Session #2 POS Collection Skit by Paula Bost and Scott Cecial The Point of Service Collection training looks at the human factors in regards to POS collections. Front-end staff can increase their chances of collecting payments at point of service by better understanding how to interact with the patient. Through these training modules, we will cover good Customer Service, Interrupting body language and reading signals the patients are sending non-verbal, how to handle and overcome objections, learning the right way and the wrong way to ask for money, and learning the differences between empathy and sympathy for the patient. At the conclusion of the training session, we will demonstrate these techniques in a lifelike skit that the typical front-end employee may face on a daily basis. Session #3 Hot Topics Panel with Joe Palumbo, Charlynne Lynch, and Linda Mason The Hot Topics Panel was designed to provide an opportunity for the group to hear several people knowledgeable about a specific issue or topic present information and discuss personal views. This is a great opportunity to get others perspectives and have some of those burning questions answered. Session #4 Patient Identity Management Begins with Patient Access by Katie Davis Patient Identity Management begins with Patient Access will discuss how CHS has taken steps to ensure the correct patient is chosen in the STAR registration system and how we are moving that process to the physicians practices as well.

Presentation Summaries Session #5 Managing Through Change by Kempton Smith The speed of change is accelerating. The pressures of Consumerism, Bedside Registration, Red Flag Rules, HIPPA Privacy, Compliance, and Point of Service Collections seem minor compared to the growth of Consumer Expectations, Changes in Reporting Requirements, Outreach Program Expectations, Realization of EDI Transaction Sets, and New Technology Deployment that looms on the horizon. These anticipated uncontrollable changes interrupt the ability to envision and execute changes departmental leaders would like to implement to improve internal operations, improve employee morale, and enhance our patients experiences. We all know the resulting stress is significant for leadership and staff. Managing in an Environment of Change will examine the pressures we face, sharing successes and failures experienced by others. This presentation will help participants develop ways of examining changes, understanding the root cause and developing strategies for success. This presentation will be pertinent to both day-to-day management and project leadership. Session #6 Have the Brass to be World Class Parts 1-3 by Chris Wilson and Jami Goldberg Albert Einstein once said We have to do the best we can. This is our sacred human responsibility. In Healthcare today, it is not enough to be average. Patients have a choice of where they go and their expectations are higher than ever. As leaders for patient access services for hospitals and healthcare facilities across North Carolina, we want to challenge you to be the absolute best at what you do, i.e. World Class. In the two sessions we will host, we will focus on: What does it mean to be world class? Who are some real leaders and organizations who are world class? Am I being a world class leader? How can I build a world class department? We want to provide you with the core principals to understand what it takes to be world class and how you can apply those principles when you get back to work in an interactive way.

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Registration Form 36 th Annual Conference Sailing Toward World Class Patient Access September 28 30, 2011 Name of Facility Address 1 Address 2 City State Zip Web address # Beds @ Hospital Registration System Eligibility System Error Tracking System Number Vendor Software Name Name Title Phone Fax E-mail Current Certification CAM CHAA CHAM NONE Registering to take CAM Member Non-Member (Conference fee includes conference Conference Fee $200.00 $325.00 Extra Guest Love Boat Cruise $ 40.00 $ 40.00 CAM Exam $ 50.00 $ 50.00 Total: $ $ and To register, please mail completed form along with your registration fee to: Sandy Small, NCAHAM P O 10153 Greensboro, NC 27404 Make checks payable to: NCAHAM NOTE: If registering too late to mail form, please fax to Sandy at (336) 832-0266 for seating and meal planning purposes; and bring check and form to conference.