Business problem & context
Registration teams sometimes relied on stale identification and insurance information, increasing audit exceptions and downstream revenue-cycle risk.
Enterprise implementation / 2008–2009 implementation period
Epic: safer patient-registration workflows
Connecting staff observation, verification controls and role-based coaching across patient-access environments.
Product implementationHealthcareLearning strategy
PROJECT AT A GLANCE15
Employees directly trained and managed
6 registration areas · 15 direct reports01 / THE BUSINESS CHALLENGE
What needed to change.
Across emergency, maternity, same-day surgery and other registration areas, staff sometimes relied on existing demographic or insurance information rather than re-verifying it. The gap introduced audit exceptions and downstream billing risk.
02 / MY CONTRIBUTION
Where I came in.
I managed and trained 15 overnight registration staff in a broader six-area patient-access scope; documented workflow gaps; escalated proposed changes to the Epic team; used Epic Prelude, RTE and Grand Central; and created an audit report for incomplete registration work.
03 / DESIGN & DELIVERY
The work behind the work.
01 ↗
Map
Document registration, eligibility-verification and patient-movement workflows.
02 ↗
Identify
Use audit findings to surface missing ID or insurance-verification steps.
03 ↗
Escalate
Advocate for required verification prompts and controls through the Epic implementation team.
04 ↗
Reinforce
Coach frontline staff, support go-live and monitor incomplete-task audit reports.
04 / VISUAL WORKFLOW
From challenge to adoption.
ILLUSTRATIVE WORKFLOW · NOT A CLIENT SYSTEM SCREENSHOTCONCEPT / The Christ Hospital
01MapDocument registration, eligibility-verification and patient-movement wor…
→02IdentifyUse audit findings to surface missing ID or insurance-verification steps…
→03EscalateAdvocate for required verification prompts and controls through the Epic…
→04ReinforceCoach frontline staff, support go-live and monitor incomplete-task audit…
05 / OUTCOME & EVIDENCE
What can be said.
Registration controls and follow-up were strengthened through workflow documentation, escalations, audit reports and coaching. No validated before/after error rate is available.
Role and attribution boundaries
The six-area initiative involved a wider audience than my 15 direct reports. I do not claim Epic certification, hands-on system configuration or an exact six-department roster.
HOW THE WORK CAME TOGETHER
From business need to usable experience.
An evidence-based overview. Where formal measurements or historical details are unavailable, that limitation is stated instead of filling in the gaps.
Discovery & needs analysis
Documented workflows across six patient-registration areas and used audit observations to identify gaps in ID and coverage re-verification.
Audience & performance gaps
An overnight registration team of 15 direct reports, within a wider six-area patient-access rollout, needed reliable verification steps.
Learning or technology solution
Role-based Epic training, audit follow-up, reinforced ID and insurance checks, documentation and recommended validation controls.
Design & development approach
Escalated verification-related change requests to the Epic implementation team; coached staff using audit findings and practical workflow support.
Tools & implementation
Epic Prelude, RTE and Grand Central in patient-access workflows; no underlying Epic configuration ownership or certification is claimed.
Outcomes & lessons learned
Registration controls and follow-up improved qualitatively. No validated before/after error rate or attribution metric is available.