Solution Showcase: Work Smarter Not Harder Using Tech

Solution: Technology Evaluation & Implementation

Topic: Work Smarter. Not Harder: Using Tech to Simplify Work Queues from 65 to 16

Organization: Academic Medical Center in Wisconsin.

Overview
In the professional coding area, a major challenge was identified when two full-time employees (FTEs) were responsible for managing an overwhelming 65 charge review work queues. This configuration, inherited from previous leadership, made it difficult to track productivity, processing times, and effectively allocate resources. As part of the ongoing effort to create a robust PB coding program, J2 Integrity Solutions led the charge to optimize these work queues to improve operational efficiency.

Objective
The goal was to reduce the number of work queues and enhance work queue management, allowing leadership and the team to better track daily additions and removals, develop productivity standards, and determine the appropriate FTE allocation. This effort aimed to establish a more effective and sustainable workflow.

Approach

1. Current State Evaluation:
   The initial step was a thorough evaluation of the existing work queue setup. The configuration of 65 PB charge review work queues for just 2.0 FTEs was causing inefficiencies, including difficulty in monitoring productivity and understanding how long it took to process each account and queue.
2. Engaging the Team for Cluster Design:
   The team was engaged in brainstorming sessions to create “work queue clusters,” simplifying the existing configuration. The goal was to merge queues in a logical way that would reduce redundancy and make it easier for the team to handle the workload.
3. Partnership with IT:
   Collaboration with the IT team was essential to implement the new work queue clusters. This partnership involved mapping out the new configuration and daily meetings to address issues in real time. The close working relationship allowed teams to troubleshoot quickly, ensuring the new design was built and functioning as expected.
4. Implementation:
   The redesigned work queues were implemented. Post-implementation, daily work queue reports allowed the team to effectively monitor what was being added or removed from each queue.
5. Tracking and Monitoring:
   With the new system in place, the team could now gather sufficient data to establish productivity standards for each queue. This provided the clarity needed to track individual and overall team productivity, as well as to make informed decisions about the appropriate staffing levels.

Outcome
The consolidation of 65 work queues into more manageable clusters provided immediate benefits, including:

• Improved Efficiency: By reducing the number of work queues from 65 to 16, the team was able to process tasks faster and more effectively monitor daily workflows and tasks.
• Enhanced Productivity Monitoring: The new system allowed for accurate data collection, leading to the development of clear productivity standards.
• Better Resource Allocation: The new configuration provided insights into staffing needs, ensuring that the right number of FTEs were allocated to manage the workload.

Conclusion
The project successfully met its goal, with the redesigned work queue system providing a clear, efficient path for managing PB coding workflows. By streamlining processes and improving transparency, the team was better positioned to enhance productivity and determine resource needs, leading to long-term operational improvements in professional coding.