Mercyhealth tackles automated processes and staffing challenges in the revenue cycle

Kimberly Scaccia is vice president of revenue cycle for Mercyhealth Systems.

Photo: Courtesy of Mercyhealth/Kimberly Scaccia

Kimberly Scaccia took on the position of vice president of revenue cycle for Mercyhealth Systems in Southern Wisconsin and Northern Illinois in March 2020 – at the same time the pandemic was ramping up.

Scaccia immediately needed to figure out how to send revenue cycle staff home while collecting the revenue that's the lifeblood of any hospital system.

The biggest concern, however, remained the pandemic.

"Staffing was a challenge, but it wasn't our biggest challenge," Scaccia said. "We were dealing with COVID."

While the health system and the rest of the nation are still dealing with COVID-19, and Scaccia is overseeing staff who are working from home on a more permanent, rather than temporary basis, the challenges this year are different, she said.

This year, the focus is on continuing the automation of the revenue cycle, so staff can concentrate on the accounts that need attention.

As COVID-19 at the beginning of the pandemic and during surges decreased elective care, every dollar is needed.

"It's working the right account at the right time – shifting that mindset," Scaccia said. "How to identify where you need to focus? Revenue cycle is big. There's a lot of opportunities in lots of places."

Scaccia is speaking on "Automated Processes Through the Pandemic" Friday, March 18, 10:30-11:30 a.m., Room W308A, at the Orange County Convention Center, at HIMSS22 in Orlando, Florida.

The focus is on patient-account management.

Anything that is being automated in the revenue cycle is with the goal of getting paid faster, Scaccia said. 

The automation is aimed at optimizing patient-centered technology. Patients can now schedule appointments and payments by phone or tap "yes" to pay a bill.

The result is Mercyhealth has its highest collection rate in four years and has realized a 17-day reduction in AR days. 

Change can be challenging for staff.

"The biggest challenge in bringing in technology is bringing in technology," she said.

Scaccia has set up training programs for people to feel comfortable with the automation technology. There's also the fear that machines will replace jobs.

But especially working with staffing shortages, revenue-cycle personnel are not being laid off but taken off the repetitive tasks that formerly made up about 20% of their day, according to Scaccia. This allows them to work on the more complex claims denials and other functions. 

"Now, more than ever, we have to utilize staff at the highest levels," Scaccia said.

An estimated 84 positions are open in her department out of 400-plus positions.

Staffing remains top of mind as she and the department move forward. Her goal is to keep people motivated and retained. 

"If I don't have the bodies, I can't do anything," Scaccia said. "As a leader, that's my biggest challenge every day."

Twitter: @SusanJMorse
Email the writer: susan.morse@himssmedia.com