SCHEDULING + NO-SHOWS = NO MARGIN FOR ERROR

[ ] The data specialists have uncovered some interesting data trends, after reviewing the data records entered into the EHR system, compared to the scheduled services. Some key revenue producing staff have alarmingly high no-show rates, with no process of filling missed appointment slots.

[ ] Support staff dont have any process to back fill open appointments, as the key support member with this responsibility has been on family leave for weeks. Based on the initial numbers from the Microsoft Access reports created by the data specialist, 52% of missed revenue due to no-show appointments.

[ ] The absence of an employee vacation coverage & sick coverage explains the remaining 48% of the missed revenue targets. Pushing out clinical care is not only dangerous, but generally exhibits counterproductive results over the long term. No current policy is in place to address this issue. __________________________QUESTION TO ANSWER___________________________

Prepare a script for how you would approach the following department heads related to the issues of scheduling and no-shows, and the changes required to create a new coverage policy and fill-in procedures for open appointment slots.

a) CEO (Chief Executive Officer)

b) Admin Clinical Director

c) Clinical Support Staff