BJC’s Approach to Building Culture
HFMA Large System Revenue Cycle Council
September,2016
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Background
BJC’s journey in creating a unique culture for the Revenue Cycle Management (RCM) team
was influenced by many challenges.
BJC HealthCare
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Challenges
•
BJC Hospitals have enjoyed a
long history of significant
autonomy and distinct cultures
•
Employees work “location”
changed from a BJC hospital to
Shared Services
•
Employees worked in nine
separate locations
•
Policies and procedures varied
- Attendance
- Dress Code
- Work from home
- Performance expectations
•
Disparate revenue cycle
systems
•
Employee recognition &
celebrations varied
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Revenue Cycle Journey
2010
BJC appointed system-wide Revenue Cycle Leader
2011
Patient Accounting teams joined RCM Shared Services in January
Soarian five year implementation process began with first difficult go-live
2012
2013
2014
2015
2016
Began transition of teams from “hospital based” to functional leadership
Gained agreement on Enterprise coding model
Transition to enterprise coding model began
Launched Pre-arrival Center in RCM
Consolidated most RCM staff into new building
BJH coders join RCM. RCM staff from acquired hospital joined RCM.
Began transition to outsource transcription model.
Launched integration planning with hospitals acquired.
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Culture Building Actions
At the Beginning
Formed Employee Council
As Team Matured
Began standard Town Hall meeting
cadence and agenda
Created New Hire orientation
Plan regular management meetings to
Allowed casual work environment
track performance, share information and
Formed “Culture Club” to set guidelines
build team
for social events (retirement parties), plan
Published “The Buzz with Tracy B”
department events & community service
Developed Mission and Vision statement Held annual employee celebration &
recognition
Created standard metrics and goals;
added team goals to all performance
Organized monthly Lunch with Leaders
appraisals
Produced RCM “commercial”
What’s Next?
Develop more robust SharePoint for
improved communication and easy access
to information
Expand work from home program
Continue to focus on employee
engagement
Advance leadership development
Formed Rewards & Recognition team
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Discussion
• How have you built culture on your team?
• What the most successful tactics?
• What did try that didn’t work well?
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5
Reference Materials
• Performance Appraisal weighting
• Employee Council (KEY Council)
• Culture Club
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2016 RCM Performance Goals: Individual Contributor
BJC Shared Principles: We demonstrate…
• Trust, Dignity and Respect.
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
• High Ethical Standards and behaviors.
20%
• Teamwork and accountability.
20%
•
•
60%
Job Responsibilities
Goals
Service Standards
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Meet Cash Collections Goal
Reduce Aged Receivables: Percent of A/R > 90
days
Reduce Untimely Filing Adjustments
Reduce credit balances
Optional: Manager may add up to 3 additional
goals and evenly weighted
•
•
•
Job Responsibilities
• Based on specific Job Description
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KEY Council: Background
Knowledge
Excellence
 Council provides input
and feedback to
ensure your voice is
heard
 Launched in 2011
 Membership rotates
You
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 To date, nearly 50 RCM
employees have been
members
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KEY Council: Ensures Your Voice Is Heard
Council Does….
Council Does Not….

 Make Department Policy
Provide input on RCM guidelines
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
 Share Everything Discussed
Parking
Building (patio furniture, ATM)
Resources needed (printers)
Food service at the Commons
“Work from home” option
Provide input on RCM plans/activities


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
 Set Strategic Direction
Ask questions & raise concerns

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
Dress code guidelines
Flexible work schedule
Attendance
Hospital Week
Employee engagement plans
All staff quarterly meetings
On-boarding
Communication
Seek input from team and share feedback
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Culture Club
The purpose of the Culture Club is to promote community and
strengthen relationships between staff. Previously, this was
achieved through groups from our previous different locations
among RCM. Now that we cohabitate, we set guidelines around
our activities that we previously did separately.
The Culture Club
has approximately
20 volunteers
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Employees must
have good
performance
history, i.e. no
corrective actions
or performance
improvement
plans
Employees must
be full-time and
have an interest in
strengthening the
RCM Culture
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Culture Club Highlights….
In January, we celebrated
our winter party to show off
our RCM talent!
February, we explored the Chinese
Culture with our Chinese New Year
Fortune Cookies
At the end of May, RCM helped 4
teenagers remodel their rooms and
we donated $260 to the Covenant
House
And in May, who could forget Hospital Week?
March was a great time to have
school supplies collected for the
schools because their stock was
low….RCM filled that stock with
520 School Supplies
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