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8:00 AM - 12:00 PM
AHRA Workshop

Six Sigma in Healthcare


Julie Porter, MBA, RT(R)
GE Healthcare Performance Solutions
Westmont, IL

Marguerite Powell, BS, RT(R)
GE Healthcare Performance Solutions
Brookfield, WI

This workshop generously sponsored by GE Healthcare Performance Solutions.

This workshop will provide participants with an overview of how Six Sigma, Lean, Change Acceleration Process (CAP) and Work-OutTM tools combine to produce an effective change. The presentation will begin with a short overview of the roles that Six Sigma and Lean techniques play in identifying process waste and statistically validating primary drivers of process variation. The CAP and Work-OutTM toolset focuses on the critical people portion. The main body of the session will focus on the human component – the critical element - of any change process. The hands-on knowledge transfer combines just-in-time lecture and practical tool application.

To enhance the learning process, participants will select a real-life problem they are currently struggling to resolve. Participants will then divide into small groups utilizing the highly structure meeting format of a Work-OutTM and the consensus building tools of the CAP model to identify a feasible problem resolution. At the end of the session participants should come away with a new vision for effectively initiating change in their departments/organizations.

Registration and an additional fee of is required for this workshop.

You will learn to:

• Discuss how Six Sigma and Lean are used to identify variation and waste within and existing process.
• Use “Content Experts” found in front line staff to solve process problems and drive change within your department/organization
• Use the Change Acceleration Process (CAP) model to create and sustain a new and improved process state.
• Utilize the highly structured Work-OutTM process to maintain meeting focus and momentum resulting in actionable solutions with individual accountabilities.

1:00 PM- 4:00 PM
Expanded Sessions

Determining Your Personality Type: How to Use it Effectively as a Manager


Eugene D. Frank, MA, RT(R), FASRT, FAERS
Riverland Community College
Austin, MN

In this workshop you will determine your personality type using the Myers-Briggs Personality Type Indicator (MBTI). Knowledge of your specific "type" will enable you to function more effectively by understanding your strengths and most importantly, your weaknesses. A manager with knowledge of his or her personality type will relate more positively with other managers and superiors and with the employees in their department. The speaker is a licensed Meyers-Briggs facilitator who will administer the MBTI to attendees and help you identify your personality type. There is a $20 fee for this session to cover the cost of the Meyers-Briggs workbook. Pre-registration is required for this session - see registration form.

You will learn to:

• Understand various personality types.
• Appreciate the strengths and weaknesses of your personality type.
• Recognize how different types interrelate within the radiology department.

Managers “Tool Box” for Building Customer Loyalty


Sandy Anderson, MS, RT, RDMS, CRA, FAHRA
Memorial Hospital
Colorado Springs, CO

Michael Favreau, BS, RT, FAHRA
Baystate Health System, Inc.
Springfield, MA

This session repeated on Monday

This interactive session will provide attendees the ability to obtain the “tools” for enhancing customer loyalty and satisfaction. The speakers will share many service excellence initiatives and give you practical, hands-on “tools” that you can customize for your operations. Learn ways to exceed “customer” expectations for physicians, patients and employees. Attendees will learn key strategies for strengthening relationships and connecting with people.

You will learn to:

• Use techniques to help you become more successful in developing and achieving customer loyalty and satisfaction.
• Understand the benefits and value of why scripting is so important to improve the manner in which we handle all situations and create lasting first impressions.
• Provide service recovery to those customers we have failed.
• Focus on the positive: “what’s right with the world”

1:00 PM- 3:00 PM
In-Depth Sessions

Radiology Coding Tips & Traps Part One


Melody W. Mulaik, MSHS, CPC, CPC-H, RCC
Coding Strategies, Inc.
Powder Springs, GA

This session generously sponsored by Coding Strategies, Inc.

The goal of this session is to assist the radiology department with identification of the top coding concerns related to diagnostic and interventional radiology coding. This session will include an overview of radiology-specific coding risks including new technologies, appropriate utilization of new codes introduced in 2005 and other top radiology coding and compliance concerns. Potential audit concerns, including physician orders and coding responsibility, will also be discussed to identify potential opportunities for improvement in system operations. Sufficient time will be designated during the session to ensure that session participants have ample opportunity to have their coding questions and/or concerns addressed. This session will be presented in 2 parts; it is recommended that participants attend both parts.

You will learn to:

• Understand current radiology CPT®-4 coding risks including unbundling, payor audit targets and confusing codes.
• Review updates to medical necessity issues and correct diagnosis coding conventions for outpatient services.
• Ensure your coding questions are addressed through an interactive Q&A portion of the session.

PACS Workflow in Motion


Sheila M. Sferrella, MAS, BSRT, CRA, FAHRA
Lehigh Valley Hospital
Allentown, PA

Cathleen Story, BSRT, CRA
Lehigh Valley Hospital
Allentown, PA

In the past, the literature on PACS has included retrospective reviews of operations after implementation of a PACS system. In justifying PACS, there are a number of soft dollars that are never used by chief financial officers because they cannot be documented in terms of savings. The purpose of this study is to document the workflows of all staff before and after the PACS implementation. The workflows will identify all steps that it takes to deliver care in the current state and which steps will be deleted in the future-state environment of PACS. In addition, time and motion studies were performed to capture the actual amount of time each step takes in the workflow in the pre-PACS environment. Once the steps are identified for elimination, the time each step takes is identified and then the number of repetitions for that step can be applied for an actual savings projection in the PACS environment. The workflows proposed are technologists for every modality including: Diagnostic, CT Scan, Ultrasound, Vascular Lab, MRI, Interventional Radiology, and Nuclear Medicine. They will also include radiologists, referring physicians, file room staff, reception staff, and tech aides. The study will be collected in several different environments. These will include a level 1 trauma center (600+ beds), outpatient imaging center, and community hospital (100-200 beds). Ninety days post implementation of the RIS/PACS system, another time and motion study will be performed to capture the actual amount of time and steps saved after implementation of the PACS system. This will be compared to the initial projections in addition to the future state identified prior to implementation. Average salary rates will be applied to the time savings to identify the FTE savings or productivity enhancement that will be able to be applied to budgets or cost benefit analysis for PACS implementation planning. This will provide the data needed to create a template for soft dollar savings and productivity enhancement in a PACS environment.

You will learn to:

• Understand the workflow in a pre-PACS environment.
• Use time and motion studies to identify potential process savings for a PACS implementation.
• Use soft dollar data to help justify a PACS system.
• Understand how analyzing an entire process in a pre-PACS environment will identify which processes needs to change, what the potential productivity enhancement could be for staff, identify improvement in turnaround time of studies and how to lower the payback time for PACS.

1:00 PM- 2:30 PM
Breakout Sessions

The "State of the State" in Imaging


M. Shane Foreman,
3d Health, Inc.
Chicago, IL

Patty Riskind
HealthIntell LLC
Wilmette, IL

This session generously sponsored by 3d Health, Inc.
This session repeated on Monday.

The growth in imaging has been explosive and the future demand for imaging is projected to grow annually by double digits for most modalities. This growth, and the potential profit it represents, has created intense competition. Hospitals, medical specialists, surgical specialists, radiologists, and entrepreneurs are all aggressively pursuing the same imaging patients. The key players influencing where an imaging patient seeks treatment include the referral physician, payers, and the consumers themselves. This session will offer participants an overview of the ever-evolving imaging market, an understanding of the key players and their most recent actions, and a framework for how to position your facility in today’s tough environment.

You will learn to:

• Provide an overview of the critical market dynamics in imaging.
• Detail the different perspectives of the key players.
• Discuss the emerging role of the consumer in imaging.
• Review the continuing role of the referral physician.
• Discuss payer behavior as it relates to imaging.
• Provide participants with proven strategies to differentiate in competitive markets.

Organization Techniques for the Successful Radiology Administrator


Elizabeth R. Moore, MT (ASCP), DLM, MBA
New Hanover Regional Medical Center
Wilmington, NC

This session repeated on Monday.

Radiology administrators face staffing shortages, budget challenges and pressures to develop new markets, new leaders, and new and improved ways to manage more effectively. Successful people manage time, people, paper and projects at work efficiently, leaving quality time to enjoy family and friends. In this session you will get practical ideas that are easily applied to your day-to-day work life. These solutions will not only increase your productivity and value, but also go a long way toward improving your attitude.

You will learn to:

• Understand the importance and learn the technique to perform an annual audit of your organizational tools.
• Complete an assessment of your current processes and identify what keeps you from being organized.
• Understand the fine art of delegation and staff development.
• Identify tips and tricks for managing time, paper, projects, and people that can help you be a more successful radiology administrator.

Budgeting for the Radiology Administrator


Penny Olivi, CRA, MBA, RT(R)
University of Maryland Medical Center
Baltimore, MD

This session repeated on Tuesday.

In this session, we will discuss all phases of budget preparation and various types of budget reporting will be discussed, including some hands-on analysis of budget variance. The focus will be on hospital radiology operating budgets, as opposed to small business budget preparation, analysis and reporting. The goal will be to present concepts that allow the course participants to take back information to use in improving the various types of budgeting processes that are organization-specific.

You will learn to:

• Think through important aspects of budget planning and preparation.
• Build budgets from zero, create budgets from history, and understand the pros and cons of each approach.
• Read variance reports and create your own budget reports and quality monitors.
• Take this generic budget planning and preparation information to improve how you do budgeting in your organization.

Performance Feedback: Increasing Employee Involvement


Robert Pennington, PhD
Resource International
Houston, TX

This session will assist supervisors in looking at performance feedback not as an annual evaluation task, but as an ongoing topic of supervisor/supervisee conversation. Processes will be presented for involving all employees in establishing a norm of shared responsibility for identifying and reinforcing positive work behaviors. Since no formal evaluation should surprise an employee, practical models for reducing employee resistance to constructive criticism will be presented to assist supervisors in providing specific, regular feedback to assist employees to continually improve their priorities, accomplishments, skills and character.

You will learn to:

• Establish a work environment that invites giving and receiving feedback.
• Involve all employees in setting positive expectations for work behaviors.
• Use a step-by-step process to help employees build positive habits.
• Give clear, firm feedback on task and work relationship issues.
• Use guidelines for correcting misbehavior and redirecting off-task behaviors.
• Implement the “feedback sandwich technique” for giving constructive criticism and feedback.

3:00 PM- 4:00 PM
Breakout Sessions

Radiologists and Administrators: Strengthening the Bonds


Giles Boland, MD
Massachusetts General Hospital
Boston, MA

Nicole Pliner, MHSA
RCG Healthcare Consulting
Boston, MA

This session generously sponsored by Massachusetts General Hospital.

The demand for radiology services is growing at a rapid pace, and at the same time, the industry is experiencing a shortage of both radiologists and technologists. The consequence of these countervailing forces is stress and tension in the workplace. Departments’ attempts to do more with fewer resources are leading to conflict, specifically between radiologists and department administration. Contention exists over coverage, report turnaround, external business opportunities, and departmental infrastructure and support. This session will discuss strategies for bringing the 2 sides together and restoring harmony in the radiology department.

You will learn to:

• Establish an effective mode of communication with the radiologist staff.
• Develop shared goals and objectives.
• Identify and jointly pursue business ventures that are mutually beneficial.

Operational Impacts and Benefits of Direct Digital Radiography


Wayne Stockburger, JD, MBA, FAHRA
Scott and White Memorial Hospital and Clinic
Temple, TX

Raymond Rodriguez, BS, RT
Scott and White Memorial Hospital and Clinic
Temple, TX

As hospitals, clinics, and imaging centers have endeavored to transition from film based radiology to electronic, or filmless radiology there have been serious arguments about the cost effectiveness of direct digital radiography (DR). Of the many points of discussion associated with an electronic imaging environment, the actual effective improvement in technologist productivity and the real associated cost savings from that productivity improvement have in most situations only been theorized. As we began the implementation of our program in digital radiography, we did not anticipate the full scope of benefits that we would see following the completion of the project. Once full implementation was achieved we began to realize very rapid increases in productivity as measured by decreases in patient exam and patient waiting times. In this presentation, we will review and discuss the productivity benefits to the technologist, the cost savings to the organization, observations about improved MD productivity, and the benefits of digital radiography to the patient.

You will learn to:

• Define how a digital environment is different.
• Identify how DR improves technologist productivity
• Identify how DR benefits the patient and improves the management of costs in healthcare.

My Job is Great...Except for the People


Richard A. Lewis, CRA
Florida Radiology Imaging, LLC
Maitland, FL

This session repeated on Tuesday.

Because of the "numbers and results" driven nature of our various positions, we sometimes forget that our business is people-focused and people-driven. As management styles evolve and new, diverse personalities come into the workforce, we all need to be refreshed on the practical dos and don’ts of effective personnel management. Using a historical approach, we will see how your people skills truly affect the success of your facility.

You will learn to:

• Read when your message is not being delivered in the most effective manner.
• Incorporate good people skills into the management of your vision.
• Decide when it is appropriate to say goodbye to “Mr. Nice Guy.”

Stressed is “Desserts” Spelled Backwards


Suzanne Metzger, PhD
Corporate Masters, Inc.
Plainfield, IN

How many hours a day do you spend “de-motivating” yourself? Are defeat, ineptitude and agony your “buzz” words? If so, you need to stop. The speaker will help you realize how detrimental this outlook is and become more realistic about your abilities and your coping mechanisms. With a minor in psychology, the speaker focused her studies on motivation and success. She is also a breast cancer survivor and recognizes how severely any major life event can affect our lives. Suzanne has found a wonderful coping mechanism – other than desserts: friendship! And, can we work both of these into our lives successfully? Certainly! Let’s have fun at learning how.

You will learn to:

• Understand how we unconsciously “de-motivate” ourselves.
• Understand that an over-stressed, over-taxed life tends to make us stupid, irrational, and not a pleasure to be with.
• Recognize that a major key to our daily survival is friendship.

3:30 PM- 5:30 PM
In-Depth Sessions

Planning Long-Term Requirements for Diagnostic Imaging Capacity and Capital


David Griffin, PhD, FAAHC
TechnoClin Consulting, Inc.
Deerfield, IL

Paul Dubiel, RT(R), MS
Seton Medical Center
Austin, TX

This session generously sponsored by TechnoClin Consulting, Inc.

Diagnostic imaging continues to be one of the fastest growing services in health care, both in acute care and ambulatory settings. The primary drivers are technological changes, increasing utilization in an aging population, and increased delivery by non-imaging physicians. Hospitals are faced with significant demands on capital for imaging equipment, facilities, and information technology. The primary objective of this session is to provide a systematic set of models for long-term planning for imaging capacity and capital requirements based on the most significant determinants, including technology, utilization rates, service goals, and operating conditions.

You will learn to:

• Evaluate historic trends in imaging procedure demand as a starting point for forecasting future demand.
• Model future demand for imaging procedures according to the type of procedure and patient.
• Model future equipment capacity requirements based on procedure demand, technology impacts, service/operating policies, and setting.
• ntegrate future technology trends and changes into the evaluation of imaging procedure demand and equipment capacity requirements.
• Relate equipment capacity requirements to capital budgets.

Radiology Coding Tips & Traps, Part Two


Melody W. Mulaik, MSHS, CPC, CPC-H, RCC
Coding Strategies, Inc.
Powder Springs, GA

This session generously sponsored by Coding Strategies, Inc.

Continuation of Part 1: The goal of this session is to assist the radiology department with identification of the top coding concerns related to diagnostic and interventional radiology coding. This session will include an overview of radiology-specific coding risks including new technologies, appropriate utilization of new codes introduced in 2005 and other top radiology coding and compliance concerns. Potential audit concerns, including physician orders and coding responsibility, will also be discussed to identify potential opportunities for improvement in system operations. Sufficient time will be designated during the session to ensure that session participants have ample opportunity to have their coding questions and/or concerns addressed. This session will be presented in 2 parts; it is recommended that participants attend both parts.

You will learn to:

• Understand current radiology CPT®-4 coding risks including unbundling, payor audit targets and confusing codes.
• Review updates to medical necessity issues and correct diagnosis coding conventions for outpatient services.
• Ensure your coding questions are addressed through an interactive Q&A portion of the session.

4:30 PM- 5:30 PM
Breakout Sessions

Improving the OR Exam Interpretation Process with PACS


Cindy Bacon
McKesson Medical Imaging Group
Arlington, TX

This session generously sponsored by McKesson Medical Imaging Group.
This session repeated on Monday.

Today’s radiology departments have the ever-increasing challenge of improving productivity and efficiency with higher patient volumes and less staff. Radiology directors must find ways to decrease operational expenses without compromising patient care. According to multiple studies cited throughout the presentation, management of the examination interpretation process will be more efficient with the implementation of a picture archiving and communication system (PACS) than with the use of a standard film-screen system. This presentation will help radiology administrators better prepare for the issues involved in going “filmless” in the OR. In addition, attendees will learn about what others have done and items of consideration when implementing PACS in the OR.

You will learn to:

• Identify project team members.
• Organize project timelines for PACS in the OR.
• Understand the major efficiency and productivity benefits due to the PACS implementation in the OR from other facilities.

Staffing Today: Recruitment and Retention, Now and Forever


Stephen L. Spearing, CRA, RT(R)
Lewistown Hospital
Lewistown, PA

This session will highlight the successful story of how one facility changed from utilizing 10 traveler technologists to utilizing no traveler technologists in 88 weeks. The speaker will describe and share the techniques utilized to accomplish this. The speaker will share the multiple pieces and parts of the strategies that were used to accomplish this major change, as well as strategies that are in place for the future.

You will learn to:

• Develop an effective multi-departmental recruitment and retention committee.
• Manage staff resources and costs to reduce temporary staff.
• Develop career ladder opportunities within your organizational structure to create a thriving educational growth atmosphere.

Are You Managing in the Dark?


Laverna Hubbard, CRA
North State Radiology
Chico, CA

This presentation will give participants a management tool to use on a daily basis. This tool, the Business Activity Summary, will provide information on procedure volume and charges by modality, thus allowing the manager to see valuable information daily at a glance on one sheet. It is also used as another method to validate the month-end data to ensure all charges and procedures were properly input.

You will learn to:

• Utilize the Business Activity Summary to effectively plan staffing.
• Validate that procedures and charges are appropriately recorded in the computer.
• Develop a tool that will give you daily valuable information on one page.

Putting the “Fun” Back Into Dysfunctional


Suzanne Metzger, PhD
Corporate Masters, Inc.
Plainfield, IN

It seems that the older we get, the more dysfunctional we get. It just happens. It’s all that real life experience. Now that the speaker has reached the ripe old age of 54, she believes she is one of the truly dysfunctional -- and proud of it. Suzanne has not only learned to live with being dysfunctional, she enjoys it and has learned to have a great deal of fun with it. Aging – not growing up – helps us realize that wild oats turn into All Bran, you don’t remember being absent-minded, and you’re happy that all the bathing suits “lift and separate.”

You will learn to:

• Understand that we are all dysfunctional in one way or another.
• Develop a different attitude – with humor – to help you cope.
• Age with dysfunctional gracefulness.