At the conclusion of this activity, the learner will:

Session I: Patient-Centered Care

1. Identify best practices in management of patient centered care to be improving access, increasing patients’ participation in their own healthcare, supporting patient self-management and establishing efficient mechanisms for coordinating care.
2. Employ excellent customer service, consistently, to improve patient satisfaction and retention.  
3. Identify how to consistently, effectively, and compliantly handle negative online reviews for their urology practices.
4. Explain how to measure and manage patient attrition by understanding the patients you may be losing to (lack of) follow-up and how to recover them and provide better patient care.  
5. Describe why electronic patient communication is important and explore present strategies and tactics that result in effective electronic patient engagement.

Session III: Financial Management

1. Gain insights into payer audits, government investigations and how to successfully appeal claims when a payer creates a narrative to support a potential violation.
2. Explain physician compensation as it relates to recent and overall changes as well as recognize various compensation models. Review the model structures and how they have been impacted by the changing reimbursement environment.
3. Utilize the tools that all providers, office staff and billing staff need for successful incorporation of the January 2021 outpatient E/M code changes and to comply with the updated code descriptors, documentation requirements and billing rules.  
4. Determine how to accurately code complex urological issues and multiple procedures.

Session IV: Professional Development & Leadership

1. Identify practical, effective methods to understand, process and use leadership skills to maximize the success of their peers, patients and community
2. Develop consistent staffing ratios, performance metrics, and accountability protocols and implement tactics and processes to enhance communication, align incentives, and improve patient / employee / provider satisfaction.
3. Devise new, enhanced educational onboarding programs for nurses, medical assistants and advanced practice providers.
4. Demonstrate best practice training for on-boarding a urology back office clinical staff (RN, LPN/LVN, MA).
5. Improve office efficiency so the urologist is "Home for Dinner".

Session V: Strategy & Planning

1. Address the pros and cons of entering into a private equity arrangement and the impact it is having in the urology specialty.
2. Identify common inefficiencies and roadblocks among staff and providers in the medical office and apply leadership tips, communication skills, and best practices to make office flow excel.
3. Identify key expectations physicians have of practice administrators to maintain a successful physician practice.

Session VI: Best Practices in Operations

1. Develop strategies that improve both patient care and profitable operations based on logistical changes required during Covid-19 pandemic.
2. Generate both safety and operational efficiencies through a contactless registration process for urology patients.
3. Successfully incorporate telehealth into a urologic practice.
4. Explore the results of the APP Census, what the data reveals and how this information may be used to improve their practice.
5. Properly utilize APPs to gain efficiency, improve production and increase patient satisfaction.