Docstoc

Service Administration Management

Document Sample
Service Administration Management Powered By Docstoc
					FMLA Administration, Disability Claims Management,
  Return to Work & Premier HR Service Offerings



 "During our 2008 renewal, our organization was pleased to gain a 60% savings on our basic life insurance
 rates. As well, we were able to save 12% on our long term disability coverage. This savings provided us
 dollars to outsource our FMLA processing and use those internal resources to better serve our employees."




                                           Presented by
                            Premier Insurance Management Services, Inc.
                                           July 30, 2008




Today’s Objectives

 • Understand the risks of FMLA Administration

 • Learn the value of outsourcing FMLA Administration

 • Discover why Disability Claims Management is critical for Return to
   Work success

 • Find out how you can connect with your peers and take advantage of
   HR purchasing contracts through Premier




                                                                                                             1
                  FMLA Outsourcing




JLR5/11/07




                            Agenda
             Why Outsource FMLA?
             Benefits of Outsourcing & What’s the “ROI?”
             Expectations of Outsourcing
             Integrate FML administration with STD
             A Success Story




JLR5/11/07




                                                           2
                              Why Outsource FMLA?
                 Employers biggest regulatory headaches   Complex to administer
                             Other
                               9%                         Prevent abuse
                        COBRA
                          8%                              Improve accuracy
                    OSHA
                      8%                                  Reduce risk
                       ADA                        FMLA    Streamline reporting &
                        9%                        51%
                                                          tracking
                       Affirmative                        Integrate FML
                         Action
                            15%
                                                          administration with
             Source: HRNext
                                                          Disability Program
                                                          administration


JLR5/11/07




                              Benefits of Outsourcing




JLR5/11/07




                                                                                   3
               Expectations of Outsourcing
                 The Carrier’s Responsibilities
             Monitor federal/state leaves
             Develop tailored, consultative implementation plan
             Explain the FML certification & approval process to the employee
             Outline the employees responsibilities, set expectations and answer any
             questions
             Review the required certified documentation, determine eligibility & calculate
             leave allotment
             Issue the required leave tracking and approval notices within timeframes
             Integrate FML & STD
             Track leave time & report
             Keep the employer and employee informed of leave status
             Verify return to work status
             Notify the employee & employer if the employee has exhausted available FML
             time or received an extension



JLR5/11/07




               Expectations of Outsourcing
              The Employer’s Responsibilities
             Post notices & include in Employee handbook
             Notify employee of requirements for maintaining benefits & protection
             Advise the employee to notify The Hartford when the need for leave arises
             Determine HR & payroll process implications
             Return employee to their former position upon return from leave
             Make appeal employment decisions
             Retain fiduciary responsibility




JLR5/11/07




                                                                                              4
                          A Success Story
             Clients Major Issues/Concerns Prior to Outsourcing
                Cost & time spent by supervisors, HR and legal counsel to report, track
                & administer leaves
                Out of compliance
                Granted more time than required
             Positive Results of Outsourcing
                Centralized approach to administering FMLA
                Integrated STD & FML
                Appropriate use of company resources
                Improved company’s compliance
                Reduced risks
                Consistent administration
                Dependable reporting




JLR5/11/07




                              Group Benefits from The Hartford




               Disability Claims Management




                                                                                          5
            Timely Decisions
System
  • Claims entered into system instantaneously

           Average STD turnaround time
              • One business day with complete information
              • 85% within 10 days from initial claim report

                                Average LTD turnaround time
                                    • 5 business days

                                                 Average Speed to Answer
                                                    • 22 Seconds

                                                               Call abandonment rate
                                                                   • Less than 3%




   Initial STD Claim Workflow




                                                                                       6
             Initial LTD Claim Workflow

   Receive LTD                                        Complete
                                                                                                         Approval Letter
     Notice of                                          Claim
    Application                                      Investigation                Approval          Calculate & Pay Benefits

                                       Eligibility               Restrictions                      Periodic Review Guidelines
 Claim Components
                                      Verification               & Limitations
   Apply ERISA/                       Functionality            Essential Duties
    State Laws                          Analysis                  Analysis        Make Initial
                                                                                   Liability
   Policy / Plan                       Claimant                      Financial     Decision
     Analysis                          Interview                     Analysis
                                      Information             Documentation &
    DCS Input                                                                                    Team Leader / Specialist Review
                                       Requests                   Letters
    Claim File                                                                    Denial                 Denial Letter
                                  Pending the Claim          Resource Referrals
   Organization
                                                                                                     Advise Appeal Rights




         Vocational Rehabilitation Case
                 Management
Specialized knowledge. Specialized support.


                                          • Discusses return-to-work options and assesses
                                            employee readiness
                                          • Works collaboratively with provider, employer
                                            and employee to develop a customized return-to-
                                            work plan
                                          • Coordinates accommodations, education,
                                            training and other support including local
                                            resources and counseling to achieve Return-to-
     Vocational Rehabilitation Case         Work plan
                Manager




                                                                                                                                   7
              Premier Human Resources
                  Service Offerings




HR Product and Service Offerings

• Human Resources Networking Opportunities
   – HRConnect - Listserv
   – Annual Breakthroughs Conference

• Group Purchasing Contracts
   – Human Resources Committee
   – Human Resources Contracts
   – Other Premier contracts of interest to HR

• Premier Labor Management Offerings

• Premier Consulting Services - Partnering with healthcare
  organizations to deliver innovative solutions that make a difference in
  the communities they serve.




                                                                            8
 HRConnect

                             Human Resources Networking
                                and Knowledge Share



 • Join HRConnect, Premier’s Human Resources listserv, to instantly
   connect with your Premier Human Resources peers and share best
   practices.
 • HRConnect is an open forum for Premier's HR members to network
   with each other - this is a free service to you as a member of the
   Premier health alliance. There are over 500 current, active members
   with daily email interaction.
 • Please send an e-mail with your name and e-mail address to
   Allison_Golding@Premierinc.com to join.




Annual Breakthroughs Conference
                         Human Resources Networking and Knowledge Share


 2009 Breakthroughs Conference – June 16 – 19, 2008.
 Convention Center, Anaheim, CA. As always, no attendance fee
 A look back at the 2008 Breakthroughs Conference- Workforce Excellence Track
 Over 3000 attendees and more than 400 contracted suppliers June 10 -13 at Gaylord Opryland Resort,
     Nashville, Tennessee.
 •   Choose from nearly 83 concurrent sessions (including a Workforce Excellence track), as well as 19
     breakfast sessions and plenary sessions with Premier executives and distinguished special guests.
     The 2008 HR keynote speaker was Tom Olivo, author of Impending Crisis.

 A sampling of 2008 Human Resources track topics included:
 •   “Managing for High Performance and Retention.” – presented by Corporate Leadership Council

 •   “Creating a Magnetic Culture at your Organization: Recruiting, Engaging and Retaining Top
     Performers.” – presented by East Alabama Medical Center

 •   “Roadmap to Successful Talent Mining.” – presented by Warwick Medical and Professional Center

 •   “Creating a Lean Human Resource Department.” - presented by Charity Health Systems

 •   “On Beyond Excellence: Finding Your Unique Voice.” - presented by GNYHA

 •   “An Innovative Model for Providing Diversity and Cultural Competence Education.” – presented by
     Aurora Healthcare




                                                                                                         9
Human Resources Committee History
 2005
 •   Task Force – housed under the Materials Management Committee
 •   Thirteen members – all from HR
 •   2 active contract categories
 •   Over $6 million purchasing volume in 2004
 •   Under $8 million in 2005
 2006
 •   March - Task Force becomes its own Sourcing Committee – no longer housed under
     the Materials Management Committee
 •   Thirteen members – all from HR
 •   5 active contract categories
 •   $10.8 million purchasing volume in 2006
 2007
 • Thirteen members – 12 HR, 1 clinical
 • 7 active contract categories
 • $13 million estimated purchasing volume in 2007
 2008
 • Fourteen members – 10 from HR, 2 Clinical, 2 Contracting/Materials Management
 • 7 active contract categories
 • $15 million estimated purchasing volume in 2008




Current Contracts

Background Check Services (3/01/06 - 2/28/09)
Various background checks such as criminal records and Social Security. Baseline
savings of 32-40%.
    • GS-SV-038 – Pre-employ.com, Inc. – contact Erin Maxwell 800-300-1821x184
    • GS-SV-039 – Private Eyes – contact Sandra James 925-927-3333x224
    • GS-SV-040 – Sterling Testing Systems – contract Zach Bayer 212-812-1048


Car Rental Services (11/01/05 - 10/31/08)
Nationwide member savings opportunities for your car rental needs.
Up to 25% discount – insurance coverage on business rentals.
    • PP-SS-030 – Hertz Corporation – contact Brian Burtzlaff 404-209-4269




                                                                                      10
Current Contracts (Continued)
 Executive Recruiting (2/01/08 - 1/31/11)
 Recruitment & permanent placement of executive level hospital employees. Professional fee is
 25-31% of candidates first year total compensation.
      • PP-HR-021 – Anderson & Associates, Inc. – contact Paul Betzold 704-347-0090
      • PP-HR-022 – B.E. Smith* – contact Brian Krehbiel 800-467-9117
      • PP-HR-023 – Korn/Ferry – contact Thomas Giella 312-526-0575
      • PP-HR-024 – Witt/Kiefer, Ford, Hadelman, Lloyd – contact Susan Nalepa 630-575-6109
      * B.E. Smith’s contract also includes Interim Management services.

 Moving Services (8/01/08 - 7/31/11)
 Relocation services. Up to 50% discount off service. Free replacement value protection.
     • PP-HR-025 – Atlas Van Lines, Inc. – contact Nola Leverenz
         800-233-1229x5243 nleverenz@atlasworldgroup.com
     • PP-HR-027 – Beltmann Group, Inc. – contact Lorna Jenkins
         800-859-4440 lorna.jenkins@beltmann.com
     • PP-HR-028 – Graebel Van Lines, Inc. – contact Jennifer Jacobs
         224-645-6439 jjacobs@graebel.com
     • PP-HR-029 – S & D Transfer, Inc. – contact James Mauch
         609-655-5011 jmauch@sdtransfer.com




Current Contracts (Continued)

Traveler Staffing (1/01/07 - 12/31/09)
Staffing for RN travelers, per diem and long term assignments. Up to 4% off list price, with the
opportunity to locally negotiate. Various value adds.
      • PP-HR-005 – AMN Healthcare, Inc. – contact Gayle Marsh 858-350-3245
      • PP-HR-006 – Elite Nursing Staffing, Inc. – contact Lisa Robitaille 573-447-4770
      • PP-HR-010 – White Glove Placement, Inc. – contact Deborah Schwartz 866-387-8100x149
         dschwartz@whiteglovecare.com


Yellow Pages Advertising (1/01/07 - 12/31/09)
Puts advertising buyers and Yellow Pages print and internet publishers together cost-effectively.
2-6% discount off service. Various value adds.
     • PP-HR-001 – BVK Direct – contact Dawn Sanderson 888-214-1343
     • PP-HR-002 – DAC Group/Hutchins – contact Joyce Kanaley 585-546-6480x221
     • PP-HR-003 – The Marquette Group – contact Troy Dowell 309-677-0533
     • PP-HR-004 – TMP Directional Marketing – contact Deb Johnson 770-325-1217




                                                                                                    11
Upcoming Contract Categories


 •   Service Awards/Promotional Items

 •   Employment Advertising

 •   Travel Management




                     Other Premier contracts
                          of interest to
                       Human Resources




                                               12
  Employee Purchase/Discount Programs
   •   Computers
        –   Dell
              Stephanie Harrell (800-274-1550 x 728 9999)
              Stephanie_harrell@dell.com
        –   Gateway
              Chris Pulscher (800-846-2042 x 25417)
              Chris.pulscher@gateway.com
   •   Cell Phones
        –   Sprint
              James Hallock (615-484-1165)
              james.hallock@sprint.com
        –   Verizon
              Denise Marcelt (843-696-4900)
              denise.marcelt@verizonwireless.com
   •   Paint Products
        –   The Glidden Company (ICI Paint Store)
              Bill McKnett (615-337-3138)
   •   Car Rental
        –   Hertz
              Brian Burtzlaff (404-209-4269)
   •   Maintenance, Repair and Operations
        –   Grainger
              Mark Lombardo (847-458-8027)




  Current Contracts
Fire/Life Safety/Security Systems (5/1/07 – 1/31/10)
     • PP-FA-052 – Johnson Controls, Inc. Systems & Services, America – contact Dino Coliano
         414-524-4700 dana.f.coliano@jci.com
     • PP-FA-053 – GE Security, Inc. – contact Kay McEwing 608-873-3422
         kay.mcewing@ge.com
     • PP-FA-054 – Siemens Building Technologies, Inc. – contact Melissa Monahan 734-751-
         4654 melissa.monahan@siemens.com
     • PP-FA-055 – Simplexgrinnell – contact Lois Ray-Paliulis 978-731-7666 lray@tycoint.com


Parking Management (9/01/07 – 8/31/10)
    • PP-FA-086 – Ampco System Parking – contact Daniel Huberty 713-220-8512
       dhuberty@abm.com
    • PP-FA-087 – Curbside, Inc. – contact David Ryan 978-524-0900 dryan@curbside.com
    • PP-FA-088 – American Valet – contact Aaron Berg 602-861-9182
       aaron@americanvalet.com
    • PP-FA-089 – Lanier Parking Systems – contact Eric Williams 404-879-7697
       ewilliams@lanierparking.com




                                                                                               13
Current Contracts (Continued)

Support Services Outsourcing (6/01/07 – 3/31/10)
    • PP-MM-021 – Crothall Services Group, Inc. – contact Duffy Hickey
       404-843-9423 dhickey@crothall.com
Support Services Outsourcing (4/01/07 – 3/31/10)
    • PP-MM-022 – Hospital Housekeeping Systems – contact Roman Gonzalez
       512-478-1888 Romang@hhs1.com
Support Services Outsourcing (10/01/07 – 9/30/10)
    • PP-MM-029 – Aramark Clinical Technology Services – contact Tim Alba
       704-752-6557 alba-timothy@aramark.com



Systems Office Furniture (1/01/06 – 12/31/08)
    • FA001A – Haworth, Inc. – contact Wendy Burke 704-604-2440
      wendy.burke@haworth.com
    • FA001B – Herman Miller Inc. – contact Mary Deweerd 616-654-5349
      mary_deweerd@hermanmiller.com
    • FA001C – Knoll, Inc. – contact Patti Wilbourne 843-853-8888
      patricia_f_wilbourne@knoll.com
    • FA001D – Steelcase, Inc. – contact Jeff Fredrickson 616-698-5849
      jfredric@steelcase.com




Current Contracts (Continued)

Office Supplies (4/01/07 – 3/31/10)
     • PP-MM-011 – Corporate Express – contact Susan Louis 941-926-2456
        susan.louis@cexp.com
     • PP-MM-012 – Office Depot – contact Jim Czajka 630-679-1649
        jczajka@officedepot.com
     • PP-MM-013 – Office Max, Inc. – contact Cindy Brittain 800-741-7113
        cindybrittain@officemax.com

Documentation Solutions Systems, Life Enrichment Products, Education &
   Management Training, and Medical Supplies (7/01/04 – 8/31/08)
    • PP-AC-005 – Briggs Corporation – contact Spencer Thomas 865-414-1256
      thomas.spencer@briggscorp.com




                                                                             14
  Current Contracts (Continued)

Health Sciences Books and Referrences (9/01/08 – 8/31/11)
    • PP-MM-056 – J.A. Majors Company I, Ltd. – contact Nicki Carter 972-353-1191
       ncarter@majors.com

Forms and Related Products (5/01/07 – 4/30/10)
    • PP-MM-014 – Moore Wallace North America, Inc. – contact Tom Wozniak 847-623-3037
       tom.wozniak@rrd.com
    • PP-MM-015 – The Standard Register Company – contact John Pattinson 704-552-7001
       john.pattinson@standardregister.com
    • PP-MM-016 – The Relizon Company – contact William Seemann 414-774-6124
       william.seemann@workflowone.com
    • PP-MM-017 – Officemax North America, Inc. – contact Cindy Brittain 800-741-7113
       cindybrittain@officemax.com
    • PP-MM-018 – International Business Solutions Alliance, LLC – contact Rodney White
       817-633-6100 rodney_white@ibsaonline.com




                     Premier Labor Management
                       Products and Services




                                                                                          15
OperationsAdvisor™ - Improving Labor
Productivity & Supply Expenses

 OperationsAdvisor™ is a total labor management solution for productivity monitoring,
 assessment, and comparative benchmarking of performance to peers and national benchmarks.




                 Labor Management                                                  Supply Expense Management
• Key features of Labor Management solution                   • Key features of Supply Expense Management
                                                                solution (SupplyFocus™)
      Quarterly Benchmarking application with over
      470 hospitals submitting data                                    SupplyFocus™ is an embedded module within
                                                                       the Operations Advisor™ database
      Integrated Productivity Measurement tool for
      Internal productivity monitoring                                 Over 700 participating facilities
      Custom peer group capabilities at facility and                   Ability to analyze high supply cost service
      departmental levels                                              areas (e.g., operating room and pharmacy)
      Link quality/outcome indicators to productivity




OperationsAdvisor™ Offers
Robust Benchmarking                                                                                                                        Engage in
                                                                                                                                         Benchmarking
                                                                                                                                            Process




 To engage in the benchmarking process, turn to OperationsAdvisor™ Quarterly
 Benchmarking component.

  •   Large, open database with                                            FTE per CMI Adjusted Occupied Beds:
      ~470 hospitals actively submitting                          Comparison of Operations Advisor Clients to All US hospitals

      quarterly data
                                                                                5.5                                                       $9,000
                                                                                5.0                                                       $8,000
  •   Focus on facilitating the value of a                                                                                                $7,000
                                                                                4.5
      benchmarking process                                                                                                                $6,000
                                                                                4.0                                                       $5,000

                                                                                                    ≈
      – Data ties directly to source systems –                                                                                            $4,000
                                                                                                    ≈
                                                                                3.5
                                                                                                                                          $3,000
        avoids ‘data normalization’                                             3.0
                                                                                                                                          $2,000
                                                                                2.5                                                       $1,000
  •   160+ departments profiled                                                 2.0                                                       $-
                                                                                      2000      2001      2002       2003      2004

                                                                                      4.71      4.63       4.67      4.67      4.92
  •   Custom peer group capabilities at facility               US hosp median
                                                               OA clients median      4.02      3.99       4.11      3.96      4.03
      and departmental levels
                                                               Dollar impact per AOB $6,037.89 $5,611.04 $4,890.78 $6,203.76 $7,784.26

  •   Job code level detail                             US hospital data is from the 2003 Almanac of Hospital Financial and Operating Indicators


  •   Over 700 hospitals submitting supply
      expense data (SupplyFocus)
                                                            Premier maintains a client renewal rate of 94%
                                                                         with its products.




                                                                                                                                                        16
Premier Performance Partners™
Change Agents for Improvement


 Premier’s Performance Partner program is an on-going program of consultation designed to
 empower hospitals and health systems in the evaluation, development, and installation of
 innovative and improved systems for providing high-quality, cost-effective patient care.

                                                                Performance Partners Enable Sustained
                                                                  Improvement:

                                                                  Coach Executives and Department Managers
                                                                  on best practices within Labor Management
                                                                  Coordinate the implementation of routine (bi-
                                                                  weekly) productivity reporting
                                                                  Use comparative data to evaluate / create
                                                                  effective departmental labor targets
                                                                  Establish comprehensive Position Control
               Premier Performance                                processes
                    Partners                                      Facilitate/Support performance improvement
    Premier’s Performance Partners deliver significant            projects
    results. Facilities with programs average 3.84
    FTE/AOB, while those without average 4.39
    FTE/AOB.

                       Source: Operations Advisor 4Q2006 data




                           Premier Consulting Solutions

                              A different approach to consulting




                                                                                                                  17
Capabilities


                               Labor Management Strategy


                               Comparative Assessments


                               Labor Standards Development


                               Focused Reviews




The difference is found in the results


                               Improved performance



                               Increased efficiency


                                Enhanced revenue cycle
                                management

                               Widespread collaboration
                               across your facility




                                                             18
Recent Project Results

Spartanburg Regional Healthcare System

• Project Focus: Labor and process improvement, revenue
  cycle, physician office staffing, new hospital staffing

• Objectives
   – Refine staffing levels
   – Improve revenue cycle operations


• Result: $9.9M in annual margin impact approved




Recent Project Results

West Jefferson Medical Center

• Project Focus: Financial Improvement Plan for Bond
  Insurers, Administration and Board of Directors

• Objectives
   – Meet Bond Insurer financial guidelines regarding cash flow
   – Establish operating model that is financially sustainable and will
     enable WJMC to continue meeting community need


• Result: $11.2 M in annual margin impact approved




                                                                          19
Contacts for Premier HR Service Offerings

 • Allison Golding (858-509-6583), HR Committee Director - HR
   Committee/HR Networking related questions.
   allison_golding@premierinc.com

 • Beth Randolph (704-733-5791), Contract Management - HR contract
   related questions. beth_randolph@premierinc.com

 • Becky Harrison (706-625-9029) Region Director - Any Premier contract
   related questions. becky_harrison@premierinc.com

 • Kevin Fahsholtz (704-733-2318), Product Director, Operations Advisor.
   kevin_fahsholtz@premierinc.com

 • Barton Gill (940-367-4361), Principal, Premier Consulting Services.
   barton_gill@premierinc.com




                      Questions & Answers




                                                                           20
Contact Us


  For more information on Premier Insurance Management
  Services and our insurance offerings, please contact us:


   1. insurance@premierinc.com
   2. Premier Solution Center       877.777.1552




                   Visit our website at
              www.premierinc.com/insurance




                                                             21

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:6
posted:8/11/2011
language:English
pages:21
Description: Service Administration Management document sample