Assessing The Value of Web 2.0 on Knowledge Management A HEALTH
CARE REIMBURSEMENT STUDY ICELW CONFERENCE JUNE 2013
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Agenda About Me Research KM and Web 2.0 The Industry The
Organization KM Challenges Web 2.0 / KM System Qualitative /
Quantitative Analysis Limitations
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About Me Undergraduate in Management Work in Financial
Services, Insurance, Healthcare MBA Healthcare / Marketing MS
Industrial Relations (Economics) Adjunct Professor Traditional,
Online, Hybrid DBA Operations and Information Management Impact of
Web 2.0 on KM Mixed Methods Research Expected 2015
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Knowledge Management (KM) Strategies and practices used to
identify, create, represent, distribute, and enable adoption of
information and experiences Focus on objectives such as improved
performance, competitive advantages, innovation, the sharing of
lessons learned, integration and continuous improvement. Overlap
with organizational learning includes a focus on knowledge as a
strategic asset. Charlies Story
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Charlies Consulting Service Hitting Valve With Mallet.... $
1.00 Knowing Where and How Hard.$ 24,999.00 Total Due...
$25,000.00
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SECI Model
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Web 2.0 Second Generation of the World Wide Web. Collaboration
and Information Sharing Online. Web 1.0 Static => Web 2.0
Dynamic Open Communication, Web based Communities Communities Of
Practice/Knowledge Wisdom of Crowds Blogs, Wikis, Social
Networks
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Industry Overview Health Care Funding Physician / Hospital
Payments Third Party Payers Government (e.g. Medicare, Medicaid)
Insurers (e.g. Commercial Payers) Self Pay Negotiated Contracts
Participating Physicians Large (and Growing) Physician
Practices
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Payment Process Physician Renders Service Claim Submitted to
Payer Payer Processes Claim Payment Made to Physician
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Payment Failure Points Physician Renders Service Claim
Submitted to Payer Payer Processes Claim Payment Made to Physician
Failure Coding error Output error Contract Error Administrative
error Processing error Application error
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Commercial Payers & Managed Medicare
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The Organization - Consultant Services Understand Contractual
Agreements Virtually always changing Administered incorrectly
Review Billing and Payment Data Monthly cyclical process Identify
Physician Underpayments Work with Payers to Make Physicians Whole
Payment on Contingency basis Account Managers Compensated on
Successful Payment Recovery
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The KM Challenge Know 10 12 Clients and 20 30 Payers Different
Contractual Agreements Different Requirements Multiple Projects in
Flight Monthly Data changes Understand the Impact of Regulatory and
Administrative Changes Contract Renewal Dates Important Milestones
Rate Increases Coding Changes Knowledge Sharing across Clients and
Payers
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Collaborate More Easily Work with Coworkers, Clients, and
Vendors. Create, Follow and Contribute Discussions Make
Announcements Share Documents, Coordinate Calendars Hold Web
Meetings Manage Tasks, Build Web Databases Implemented and
Developed Over 2008 -Present
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Home Page
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Contract Models
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Ad Hoc Reports
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Task Tracker
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Issue Tracker
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Discussions
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Reimbursement and Coding Updates
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Client Issues
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Quantitative Analysis Identify Contributions to Database
Measure Results in Performance Tracked Monthly Results 42 Months
worth of data Measure Correlation using SPSS Pearson Product-Moment
Correlation -1 is a Reverse Correlation 0 is Absolutely No
Correlation +1 is a Positive Correlation
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Client 1 / Payer 1 - Correlation
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Client 2 / Payer 2 - Correlation
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Qualitative Analysis Interviews with Individuals Increased
Autonomy Convenient place to house information Good reference tool;
less information to remember Ability to search Downloadable
information for analysis Easy to use Consistent format data
entry
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Employee Engagement Increase in Employee Engagement Less
dependence on asking the question More reliance on the data base
More autonomy in work More continuity if people not available
Increase in documentation How did we get buy without it?
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Study Limitations Small Company size Specific Industry /
Specialized Work Early inconsistent use of WebOffice Early
inconsistent tracking of Monthly Financial & Operational Data
Difficulty Coding Data Contributions Timing and Quality Additional
Study Opportunities Comparing Separate Organizations or
Industries
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Questions? I hope to be back next year with additional
information!