Business Associate

Title: Business Associate (WORD version )

Industry: Health Care

Function: Administration

Value-Added Results/Weights Performance Standards

Satisfied patients and families (15%)
• Registrations/admissions
• Improvement in unit Patient satisfaction score on admission items. (Standard to be set by each unit and shared across entire patient care unit.)
• Speed of admissions process

• Courtesy of admission personnel

• Improvement in ER Patient satisfaction score on admission items. (Standard to be set by each unit and shared across entire patient care unit.)

• Helpfulness of person at registration desk

• Privacy during registration interview

• Satisfaction with process to obtain ins

• No more than 1 justified complaint/year from patient or family. regarding insurance/billing info.

• Patient/family says the following about the Business Associate (BA):

• Introduced him/herself or greeted patient.

• Made patient feel comfortable, was helpful through a difficult time.

• Was understanding, kind and considerate.

• Moved through the admission process efficiently, but didn’t rush.

• Answered questions.

• Respected patient’s privacy.

• Exceeds = The BA responded to patient’s special needs, or diffused a very angry patient, or anticipated a problem before it occurred.

Accurate medical records/billing information (10%)
• Charts

• Filed charts
• No repeat instances of duplicate medical records/billing numbers requiring retraining.
• No more than 2—10 charts/year returned to medical records "turned" incorrectly.

• All discharged charts delivered to medical records by the next a.m.

• No more than 2—3 instances/year for incorrect/missing information noticed by the business office.

Entered patient orders (10%) • No major order errors (occurrence report).
• No more than 5—10 minor order errors/year.

• No more than 5—10 duplicate orders/year.

Improvements to work processes (5%) • BA identifies at least 1 idea/year for improving department processes.
• BA follows through on process improvement assignments.

• Exceeds = Ideas are championed to implementation; Ideas cause positive changes in operations or cost savings.

Effectively functioning patient care area • Manager and resource personnel are satisfied that:
• They hear of problems first from within the team (no surprises).

• They are provided staffing schedules to solve anticipated problems.

• % physicians rate the center Excellent/Very Good on the following:

• Phone calls from staff are organized and informative.

• Test results are available quickly.

• Confidence is high that the staff is able to provide quality care.

• Staff provides quality care.

• Problems are resolved quickly.

Attendance (10%) • 4— 6 occurrences/year (prorated to hours worked).

Value-Added Results/Weights	Performance Standards
Satisfied patients and families (15%) • Registrations/admissions	• Improvement in unit Patient satisfaction score on admission items. (Standard to be set by each unit and shared across entire patient care unit.) • Speed of admissions process • Courtesy of admission personnel • Improvement in ER Patient satisfaction score on admission items. (Standard to be set by each unit and shared across entire patient care unit.) • Helpfulness of person at registration desk • Privacy during registration interview • Satisfaction with process to obtain ins • No more than 1 justified complaint/year from patient or family. regarding insurance/billing info. • Patient/family says the following about the Business Associate (BA): • Introduced him/herself or greeted patient. • Made patient feel comfortable, was helpful through a difficult time. • Was understanding, kind and considerate. • Moved through the admission process efficiently, but didn’t rush. • Answered questions. • Respected patient’s privacy. • Exceeds = The BA responded to patient’s special needs, or diffused a very angry patient, or anticipated a problem before it occurred.
Accurate medical records/billing information (10%) • Charts • Filed charts	• No repeat instances of duplicate medical records/billing numbers requiring retraining. • No more than 2—10 charts/year returned to medical records "turned" incorrectly. • All discharged charts delivered to medical records by the next a.m. • No more than 2—3 instances/year for incorrect/missing information noticed by the business office.
Entered patient orders (10%)	• No major order errors (occurrence report). • No more than 5—10 minor order errors/year. • No more than 5—10 duplicate orders/year.
Improvements to work processes (5%)	• BA identifies at least 1 idea/year for improving department processes. • BA follows through on process improvement assignments. • Exceeds = Ideas are championed to implementation; Ideas cause positive changes in operations or cost savings.
Effectively functioning patient care area	• Manager and resource personnel are satisfied that: • They hear of problems first from within the team (no surprises). • They are provided staffing schedules to solve anticipated problems. • % physicians rate the center Excellent/Very Good on the following: • Phone calls from staff are organized and informative. • Test results are available quickly. • Confidence is high that the staff is able to provide quality care. • Staff provides quality care. • Problems are resolved quickly.
Attendance (10%)	• 4— 6 occurrences/year (prorated to hours worked).