UPMC History
UPMC global programs support efforts in what three countries?
Italy, Ireland, and Croatia
What process makes sure the patient’s address, phone number, date of birth, guarantors, and insurance information are correct?
Registration
What individuals must promote responsibility, provide training, and ensure good communication between teams to address issues early?
Leadership
Where can you find Epic Bridges references for a variety of roles and processes?
Learning Library
What is the primary objective of customer service?
Customer Satisfaction
What tertiary care hospital was founded in 1893?
UPMC Presbyterian
What process is used by healthcare systems in the United States to track revenue from patients' initial appointment or encounter, with the healthcare system to their payment of balance?
Revenue cycle management (RCM)
What key elements of the Revenue Cycle management team ensures accuracy and efficiency?
Collaboration and Communication
This is a tool for registration and clinical staff to help simplify the process of selecting the correct patient encounter?
Patient Station
What is one of the most important customer service skills that is essential in building customer relationships and de-escalating high-tension situations?
Empathy
What year did UPMC start it's Insurance Services Division?
1997
What type of nurses submit a clinical review to a payer for authorization?
Utilization Review Nurses
What key element of the RC culture describes when every team member understands their role in the revenue cycle which leads to consistency and confidence?
Accountability
What web application allows providers at an affiliate organization to view a patient's clinical data from your Epic system using the Internet?
What are you considered if you are always willing to go above and beyond to build and nurture customer relationships?
Customer Advocate
What name was adopted in 1990, creating the first truly integrated health care delivery system in the Pittsburgh region?
University of Pittsburgh Medical Center or UPMC
What medical professional engages with insurance companies to address and appeal denials, advocating for the hospital and ensuring that services rendered are appropriately reimbursed?
Physician Advisors
What key element refers to a leader who encourages employees to share insights and expertise, fostering a continuous improvement culture?
Empowerment
A series of sections meant to follow a particular workflow is called what?
Navigator
What UPMC values contributes to a more compassionate and supportive environment for everyone involved?
Dignity and Respect
UPMC used this phrase when referring to the new era of health care excellence throughout Pennsylvania, regionally in New York and Maryland, and in locations around the world?
Life Changing Medicine
Prior to elective surgery, this department verifies the procedure, the correct admission status, and that an authorization has been obtained from the payer?
Preservice
What key element describes syncing an organization's goals, structure, resources, and daily activities so everyone works cohesively toward a shared vision which enhances performance and financial outcomes?
Strategic Alignment
What is Epic's mobile app primarily used in the hospital?
Rover
What is the key element in communication with our customers?
Active listening