14. Patient Navigation Starts in the ER with Data from the Revenue Cycle Team The Modern Patient Experience

Sergio Quiej, an RCM manager and expert based in Texas, joins the show to discuss a major patient navigation project the health system he works for undertook. Using data from emergency room visits, the revenue cycle team ran reports to identify which patients coming through the ER had no primary care physician. But looking at the data, they realized many of the patients spoke a language other than English, so they went the extra mile for these patients to identify PCPs who spoke their native language within a certain geographic radius. This project was a massive undertaking and let to major wins for the health system with referring physicians. It also allowed them to better connect the patient nodes within their network.