AtlantiCare Leader Handbook

Incident Reporting For more information on Incident Reporting, go to page 31 . Interpretive Services For patients who prefer to speak in another language, we can offer our approved services for clinical conversations: • Language line • Qualified staff interpreters

• Language Line iPad (provides live interpreter via video) • Translated documents (available in select languages) • Contracted and agency interpreters Volunteer Office

The Volunteer Office is the centralized way that we attract, manage, schedule, and oversee all volunteer services throughout the hospitals. Volunteers fill important roles such as greeters, gift shop attendants, and No One Dies Alone (NODA) companions. Revenue Cycle Healthcare Revenue Cycle management is the financial process of collecting payments for medical bills to generate revenue for a healthcare organization. It combines administrative data such as a patient’s personal information, insurer name, and treatment code with financial billing information. AtlantiCare uses a centralized billing and coding system to enable reliable reimbursement, compliance, and clinical processes. Leader Expectation(s): Leaders should understand the big picture of how AtlantiCare runs as a business, makes money, and that Revenue Cycle is an integral part of our operations. Communication Channels There are a variety of ways for leaders and staff to stay informed about what is happening across AtlantiCare. It is the employee’s responsibility to seek this information and the leader’s responsibility to give employees time to do so and reinforce the messages.

Our Communication Channels include, but are not limited to: • Business Unit Specific Leadership Meetings • Leader Rounding • Link with Lori • Department Director Meetings

• Manager’s Forum • Monday Minute • Monthly Message • PACE • Starfish Blasts • Starfish Flashes • The Starfish Intranet

• Town Halls • HR Updates • IT-specific Communications

Leader Expectation(s): How you deliver the message is just as important as what the message is. Leaders are expected to always “Manage Up” any messages they are asked to deliver. Leaders act as an extension of Senior Leadership and are expected to deliver the message the same way a Senior Leader would. Messages should be matter of fact, transparent, and connected to a greater purpose.

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