ASOA Practice Management Program

Agenda (as of 5/30/2019 - subject to change)

Friday, August 23

Time Session & Description Speakers
8:00 – 9:15 a.m. 2019 Legislative & Regulatory Affairs Update – Why it Matters to You
This course will provide an up-to-the-minute look at the key legislative and regulatory issues affecting ophthalmology from ASCRS Director of Government Relations, Nancey McCann. Attendees will achieve an understanding of recent developments on Capitol Hill and learn about 2019 requirements to comply with Medicare programs, such as MIPS.
Nancey McCann
ASCRS Director of Government Relations
Fairfax, VA
9:15 – 10:45 a.m. Crucial Conversations, Accountability Discussions, and How to Create Win-Wins
It is important in all aspects of our lives, as leaders and as people, to be able to recognize when stakes are high and have the skills to successfully navigate conversations, achieving optimal outcomes on all sides. This session will give attendees an understanding of our innate tendencies and how we can shift those approaches to better engage others, ensure clarity of understanding, and identify the best solutions. Additionally, the session will discuss how to encourage others to action and understand the difference between motivation and ability drivers that influence performance. Through case studies and small group practice, attendees will learn techniques they can implement at work and in life to improve communication, accountability, and effectiveness. The session will include strategies to achieve necessary physician, leadership and staff engagement to create a high-reliability culture that inspires teamwork and innovation, driving practice success.
Heidi A. Campbell, COT
Director of Clinical Operations Duke Eye Center
Durham, NC

Adrienne P. Lloyd, MHA, FACHE
Chief Administrative Officer Duke Eye Center
Durham, NC
10:45 – 11:00 a.m. Break  
11:00 a.m. – 12:00 p.m. 2019 Billing & Coding Update – What You Need to Know NOW!
This course will provide a recap of new Medicare issues included in the 2019 Medicare Physician Fee Schedule, ASC Fee Schedule and CPT and HCPCS coding manuals along with new ICD-10 diagnosis codes.

Upon course completion, attendees will be able to implement new Medicare fee schedule changes, understand the importance of maintaining compliance with new requirements, and recognize the importance of updating billing policies and EHR system with new ICD-10 diagnosis codes.
E. Ann Rose, FASOA
Principal and Senior Consultant, Rose & Associates – a division of BSM Consulting
Duncanville, TX
12:00 – 1:45 p.m. The Principles of Patient-Centricity – Navigating to a Patient-Centered Culture in the Sea of Change (Lunch Program)
With the transition to value-based care and the rise of patient consumerism, eye care practices are experiencing unprecedented changes in expectations, responsibilities, and demands. This session provides practice leaders with the resources needed to create a practice culture that embodies the values of patient-centered care and how it may positively impact patient outcomes.
Kemp Shafer, Senior Key Account Manager
Novartis Ophthalmology Customer Management
1:45 – 2:00 p.m. Break  
12:00 – 1:45 p.m. Lead, Follow or Get Out of the Way? – A Panel Discussion
This course will feature a panel of practice administrators discussing the importance of emotional intelligence in leadership roles. Whether we are leading a department or an organization, having the awareness to know when to take charge, follow the lead of others or just observe can impact both the short-term results and long-term success of any team. The panel will explore what defines emotional intelligence and discuss case studies where exhibiting emotional intelligence has been pivotal in building relationships and obtaining results.
Hayley Boling, MBA, COE
Chief Executive Officer, Boling Vision Center
Elkhart, IN

William T. Koch, COA, COE, CPC
Administrative Director, Texas Retina Associates
Dallas, TX

Elizabeth Monroe, MA, PHR, COE, CPSS
Principal and Senior Consultant, BSM Consulting
Scottsdale, AZ

Joe Theine, MBA, COE
Practice Administrator, Four Corners Eye Clinic
Durango, CO
3:30 – 5:00 p.m. Basics of Financial Reporting and Case Studies in Benchmarking to Drive Decisions
This session is a fun and practical approach to number crunching for managers at all levels. To understand the health of your practice the course begins with a brief review of financial statements and then demonstrates how to use benchmarks to inform decision-making. Case studies that focus on staffing levels, revenue cycle management, and operating efficiency will demonstrate how to identify opportunities for improvement. Learn how others have used data to influence change and have greater impact in their practices.
Maureen L. Waddle, MBA
Principal and Senior Consultant, BSM Consulting
Wilton, CA
5:30 – 7:00 p.m. Welcome Reception  

Saturday, August 24

7:00 – 8:00 a.m. Breakfast in the Exhibit Hall  
8:00 – 9:30 a.m. ABC’s of the ASC – A Primer by OOSS University
A – Architecture
   How are ASC’s set up from an architectural standpoint but also operationally? Panelists will address how ASC’s work as compared to other facilities and the pros and cons of operational efficiencies, workflow, patient quality of care, and the types of cases best suited for ASC’s.
B – Business of ASC’s
   Panelists will address how many cases are needed to own an ASC, should you have one OR two, how are they profitable, basic benchmarks, staffing requirements, and more.
C – Clinical/Compliance
   Panelists will discuss compliance and clinical workflow, how OOSS helps, resources, accreditation, new technology struggles, how to add, etc., and non-Medicare reimbursement issues.
Todd Albertz, CASC
Vice President of Surgical & Specialty Services, Cincinnati Eye Institute
Blue Ash, OH

Albert Castillo
Member Services Consultant, Outpatient Ophthalmic Surgery Society
San Antonio, TX

Daniel D. Chambers, MBA, COE, FASOA
Executive Director, Key-Whitman Eye Center
Dallas, TX

Thomas Harvey, MD
Chippewa Valley Eye Clinic
Eau Claire, WI

Nikki Hurley, RN, MBA, COE
Director of Surgical Services, Key-Whitman Eye Center
Dallas, TX

Keith Liang, MD
Center for Sight
Sacramento, CA
9:30 – 10:00 a.m. Break and Networking in the Exhibit Hall  
10:00 a.m. – 12:00 p.m. You've Hired a New Employee … Now, How Do You Get Them to Stay?
So, you've effectively recruited and appropriately selected a new employee ... how do you get them to STAY with these tight employment markets we're experiencing? One of the most important ways that practices can develop that employee’s desire to learn, grow and ultimately stay with your practice is through an intentional onboarding initiative. Onboarding is the ongoing process of building employee engagement and helping new hires adjust to cultural and performance aspects of their new roles efficiently and effectively. This course will discuss the nuts and bolts of an effective onboarding program, showcase real-world practice examples of successful onboarding initiatives, and provide testimonials from practice administrators about the impact effective onboarding programs have had in developing and nurturing their practice’s unique cultures.
Hayley Boling, MBA, COE
Chief Executive Officer, Boling Vision Center
Elkhart, IN

William T. Koch, COA, COE, CPC
Administrative Director, Texas Retina Associates
Dallas, TX

Elizabeth Monroe, MA, PHR, COE, CPSS
Principal and Senior Consultant, BSM Consulting
Scottsdale, AZ

Joe Theine, MBA, COE
Practice Administrator, Four Corners Eye Clinic
Durango, CO
12:00 – 1:00 p.m. Lunch and Networking in the Exhibit Hall  
1:00 – 2:00 p.m. Thanks a LATTE! Resolving Conflicts with Warmth, Strength, and Engagement
This course examines the conflict resolution strategies taught by Starbucks and how they can be effectively applied to healthcare & management settings. Following this simple engagement outline, individuals will not only de-escalate conflict situations, but will also reach positive solutions with both patient and staff buy-in.

At the end of this course attendees will be able to:
  • Understand and implement the LATTE communication strategy in customer service situations
    • Listen
    • Acknowledge
    • Thank with sincerity
    • Take action
    • Explain
  • Teach front-line staff members how to use this method of communication to foster more positive patient interactions and increase patient satisfaction in both front desk and clinical settings
  • Apply positive communication strategies in both manager-to-staff and peer-to-peer interactions to develop open communication practices, decrease “because we’ve always done it that way” reasoning, and decrease miscommunication and feelings of not being heard between supervisors and subordinates
Jessica O’Connor, COE, OCS, CPSS
Regional Administrator, Key-Whitman Eye Center
Dallas, TX
2:00 – 2:30 p.m. Break and Networking in the Exhibit Hall  
2:30 – 3:30 p.m. 8 Key Success Strategies to Optimize Clinic Flow
With increasing healthcare pressures, organizations know that effective clinic flow is key to increasing margin and optimizing the experience for all. In this session, attendees will learn 8 key techniques that can be used by all organizations to optimize clinical flow, while building a culture of teamwork and innovation. These success strategies have been used across multiple practices, of various sizes, to identify and implement necessary process changes, reduce waste, increase standardization of work and outcomes, and smooth clinic flow. When used in combination, they can help increase focus on the patient and opportunities for better utilization of resources, and ultimately practice growth.
Heidi A. Campbell, COT
Director of Clinical Operations

Adrienne P. Lloyd, MHA, FACHE
Chief Administrative Officer
Duke Eye Center
Durham, NC
3:30 – 4:30 p.m. Navigating the Medicare Audit Landscape
Medicare compliance and audits can be a confusing landscape to navigate. This course will discuss the various Medicare audit requests we receive from numerous audit contractors. Most importantly the course will focus on the response time requirements, complexity of the response, and the potential liability or financial impact on the practice.
Senior Consultant, Corcoran Consulting Group
4:30 p.m. Program Adjourns