Memorial Hermann is one of the largest not-for-profit healthcare systems in Texas, serving the greater Houston area through 11 acute-care hospitals, a large network of affiliated physicians, and numerous specialty programs and services. Its system-driven centralized model involves the coordination of several work processes and products, including billing, coding, pricing and contracting.
"We use a monthly operations review process, designed to identify performance variances and define preemptive actions," says Helen Powers, system executive for revenue operations, decision support and Medicare profitability for Memorial Hermann. "All business operations are reviewed on how well they achieve the health system's overarching goals of quality, operational excellence, customer satisfaction and growth. Under this model, the revenue-operations department carefully manages cash flow and days in accounts receivable."