PERFECT PATIENT EXPERIENCE (PPE)

The Perfect Patient Experience

The Perfect Patient Experience describes the actions that set Teammates up for success allowing us to meet or exceed our Patient's expectations at every step of the process.

Delivery of the PPE is the engine that fuels our mission to change people's lives in the communities we serve.

Perfect Patient Experience: Actions that set teammates up for success in their delivery of patient experience that sets KIME apart as the Provider of Choice in the communities we serve.

MARKETING

The #1 Purpose of the Marketing team is to ensure our movement focused mission reaches the goal oriented individuals in our communities as the Provider of Choice.

Front page SEO.
Consistent brand materials and messaging throughout the organization.
Website and MD provider lead generation strategies, tracking and progressive improvement.

CUSTOMER SERVICE

The #1 Purpose of the customer service team is to connect and engage the patient at a thoughtful level to secure one-call resolution with the client.

Answer the phone with a smile within 2 rings exuding efficiency and friendliness with each person.
Meticulous financial counseling, accurate intake and consistent account maintenance.
Prompt response to referrals, within the hour is the gold standard, within 24 hours maximum.
Scheduling of authorized visits within 24 hours of approval, within 5 days of request.
Exceptional understanding of insurance rules setting clear and concise financial expectations.

AUTH & ELIGIBILITY

The #1 Purpose our Auth and Eligibility team is to verify In Network status of payment options and to interpret complex benefit plans so that we can provide clear and accurate estimations of patient financial responsibility.

Process TVBENs within 48 hours by priority appt date (no appt date first).
Further investigation of any questionable or out of the ordinary information.
Prompt and accurate processing of auth requests communicating any delays to the CS team.

PHYSICAL THERAPIST

The #1 Purpose of the PT is to “treat the COMMUNITY” by developing the “Hero” in every patient.

Warm welcome to every patient, by name, as they enter the facility.
Engagement first using the booklet to guide a plan of care and coach to best practices. Determine their “why” - active listening to determine the unmet need or loss of life experience.
Perform SFMA and Biomechanical assessment to identify the movement diagnosis, based on limiting factors.
Initiate the journey with appropriate manual therapy and exercise progression on agreed-upon limiting factors, with test and re-test methods.
Deliver a Plan with the movement diagnosis, based on limiting factors, that connects to their "Why".
Upon Follow-up visits, reassess, test and re-test, and progress with smart programming to maximize adaptations in their body.
Meticulous billing accuracy by signing notes within 48 hours (always prior to next appointment) and facilitation of check in at the kiosk at every appointment. Adhere to payor rules and auth if applicable.

RCM

The #1 Purpose of the RCM team is to ensure we meet/exceed the financial expectations set for the patient with a goal of minimizing patient balances and refunds at case discharge.

Provide up to date training and materials to CS, Providers and Billing staff to facilitate meeting or exceeding financial expectations of the patient.
Respond to Follow Ups within 48 hours with less than average 10 day resolution.
Respond directly to patient billing requests or inquiries by close of the next business day.
Process patient refunds within 30 days (monthly) and collect balances due within 90 days of the first statement (collections process).
Close the day, month and year within 5, 10 and 30 days respectively.