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Organizational Process Improvement Coaching Project (OPICP) Conference
07/30/2015 Home Health
J11 Part A
J11 Part B
08:30 AM - 04:30 PM Conference
Palmetto GBA
17 Technology Circle
Columbia, SC

F2F Pilot Program in Home Health Agencies
Palmetto GBA’s Health Information Supply ChainSM approach to “getting it right the first time” was used by five home health agencies to improve their operational and financial performance. The improvements were the result of a 5 site collaborative project involving home health agencies within the AB MAC Jurisdiction 11. During this conference you will hear first-hand from representatives of the home health and physician organizations that implemented the Health Information Supply ChainSM approach. Each Lean/6 Sigma event had the objective of reducing documentation errors by studying and reframing the process of creating & submitting claims within the context of an “information supply chain”. The Health Information Supply ChainSM approach to process improvement involves the use of process engineers to help home health agencies and certifying physicians identify and eliminate barriers to “getting F2F right the first time.” Both home health and physician participants will present their lessons learned and best practices.


The information supply chain  involves the documentation developed from the point of the patient encounter to coding/billing of the claim for submission to the CMS claims processor.


The documentation required for a successful claim submission includes quality information or translation at each step of the supply chain – much like it does in an engineering or manufacturing process.


The advantage to this approach is that it considers all stakeholders in the process as the episode is documented for payment. One of the benefits of a process approach is that true root causes for errors are identified and targeted for elimination as measures to control future documentation integrity are implemented.


The OPICP Conference will share the approach, pilot discoveries, initiatives implemented & results from this effort.
Topics include:

  • Physician Practice Template Implementation Carolinas: Kimber Walters, Lynn Bailey O’Neill & Jennifer Piracci
  • Hospital Procedure & Measure Improving F2F Documentation Shands: Chris Montrowl
  • Improved MAC Relationship Encompass Dallas: Bud Langham
  • Measures Installed to Improve Performance Encompass Tulsa: Kelly Shearer
  • Physician Education to Improve Documentation Integrity Spartanburg: Dr. Snipes & Karla Lamb




7:30 AM

Registration & Continental Breakfast


9:00 AM


Joe Johnson
Ed Sanchez

9:20 AM

OPICP Process

Kathy Merrill
Annette Zwerner

9:40 AM

Carolina’s Healthy@Home: Physician Practice Template Implementation

Kimber Walters
Jennifer Piracci
Lynne Bailey

10:10 AM



10:30 AM

UFL Shands: Hospital Procedures & Measure Improving F2F Documentation

Chris Montrowl

11:00 AM

Encompass – Dallas: Improved MAC Relationship

Bud Langham

11:30 AM

Encompass – Tulsa: Measures installed to Improve Performance

Kelly Shearrer

12:00 PM

Spartanburg: Physician Education to Improve Documentation Integrity

Karla Lamb
Dr. G. Snipes

12:30 PM



12:45 PM

Lunch & Pilot Projects Exposition


2:30 PM


Dr. Feliciano

2:50 PM

Best Practices/Lessons Learned/Needs Panel Discussion

Pilot Representatives

4:00 PM


Dr. Feliciano

4:30 PM


Dr. Feliciano


Please join us to learn more on Thursday, July 30, 2015, 8:30 AM to 4:30 PM at Palmetto GBA, 17 Technology Circle, Columbia, SC.  No fee is charged for the conference. Continental breakfast and lunch will be provided. Registration will be held from 7:30 AM – 8:30 AM.


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  • Christopher Montrowl, BSN, RN is an employee in the University of Florida Health System for over 28 years. Chris has been with UF Health Shands HomeCare for 22 years. He was on the original core team that implemented a clinical system in 1996 including point of care (laptop) clinical documentation in several offices. He became the Lead Systems Analyst and has led the optimization and use of HomeCare’s computer software by Delta Health Technologies. Chris has been a member of Delta’s national Product Advisory Committee and has led Delta’s Southeastern Users’ Group. He has been project manager on several I.T. projects including the conversion of Delta’s platform from Unix to SQL. He has also presented at Delta’s annual conference with topics focusing on system optimization. He has also served twice as HomeCare’s Interim Director of Nursing and is a member of HomeCare’s Performance Improvement Committee. Chris participated in the OPICP pilot.
  • Kimber Walters BSW, MB, is a Director at Healthy@Home, the home health agency owned by Carolinas HealthCare System, in Charlotte, NC. Kimber has over 20 years of management experience in not-for-profit, hospital-based or affiliated home health agencies. Kimber also serves on the Board of the Association of Hospice and Home Care of North Carolina (AHHC) and on the Medicare Liaison Committee of that Association. Kimber participated in the OPICP pilot.
  • Lynn Bailey O’Neill RN, MHA, is a Registered Nurse and Practice Manager of Concord Internal Medicine. Lynn came to Carolinas Health Care NorthEast in 1989 as a Registered Nurse in the Emergency Department. She assumed managerial responsibilities for the urgent care division of the ER in 1997. Lynn joined Dr. Kelling and Concord Internal Medicine in July 1999 as the Practice Manager. Lynn received her ADN/RN from Rowan Cabarrus Community College in 1987. She received a Bachelor’s of Health Care Leadership Management from Cabarrus College of Health Sciences in 2012 and a Masters in Health Administration in 2014 from Pfeifer University. Lynn is currently responsible for 10 providers (4 MD’s and 6 PA’s) as well as a staff of 55. Lynn participated in the OPICP pilot.
  • Jennifer Piracci, RN, COS-C, is a registered nurse and Clinical Operations Manager for Healthy @ Home. Jennifer joined Carolinas Healthcare and Healthy @ Home in 2010. Jennifer has been working in home health for 16 years and worked in various positions from field nurse, telehealth coordinator, clinical manager, and operations manager. Jennifer also holds the COS-C designation. Jennifer participated in the OPICP pilot.
  • Kelly Shearrer is the Director of Medicare Billing Services for Encompass Home Health. Kelly received his Bachelor of Arts degree in 1985 and has been working in the healthcare field since 1987, specifically in home health for the last 17 years. In addition to managing the revenue cycle for more than 60 home health providers and leading a great team of billers at Encompass Home Health, Kelly serves on the board of a non-profit organization giving underprivileged teens the opportunity to attend college. Kelly participated in the OPICP pilot.
  • Bud Langham has been a physical therapist for sixteen years and has held leadership roles in a variety of post-acute care settings. He obtained his degree in physical therapy and his MBA from the University of Oklahoma. He currently serves as CCO of Encompass Home Health and Hospice and is based out of Dallas, TX. He leads the company's efforts to promote evidence based practice, patient centered care, and innovative care practices with the goal of achieving the highest level of quality and patient satisfaction. Bud participated in the OPICP pilot.
  • Karla Lamb is the Post-Acute Director of Case Management for Spartanburg Regional Healthcare System. Karla received her Masters of Science in Nursing with an emphasis in Administration from Gardner Webb University. With over 16 years of experience in case management and care transitions, Karla enjoys coaching and navigating patients through the care continuum. Karla also serves in the South Carolina chapter of the American Case Management Association (ACMA) as the President-Elect. Karla participated in the OPICP pilot.
  • Dr. Snipes is a Family Practitioner with additional training and leadership experience in geriatrics and palliative medicine. He currently serves as medical director of both Spartanburg Regional Home Health and Spartanburg Regional Hospice. He earned his Medical Degree from Tulane University School of Medicine and completed a Family Practice residency at the University of Florida. Dr. Snipes has experience in both inpatient and outpatient medicine, including a private physician practice. Dr. Snipes is currently Associate Professor, Geriatric and Palliative Medicine, Edward Via College of Osteopathic Medicine. Dr. Snipes participated in the OPICP pilot.
  • Dr. Feliciano, Senior Medical Director, Palmetto GBA, is a specialist in internal medicine, geriatrics, preventive medicine and public health and currently serves as Senior Medical Director for Palmetto GBA. He received his medical degree from the Albert Einstein College of Medicine and his Masters of Public Health degree from the Columbia University School of Public Health. Dr. Feliciano leads an interdisciplinary group of 45 associates (including physicians, nurses, and business analysts) dedicated to reducing the Medicare claims payment error rate. Dr. Feliciano’s vision for improving the Medicare “information supply chain”, is transforming Palmetto GBA’s strategy for achieving a lower claims payment error rate from one of medical record inspections to process engineering and prevention. His approach views healthcare providers, coders, billers, and payers as links in an information supply chain that must be strengthened in order to prevent errors, eliminate waste and create value for healthcare systems. The value is derived from not only understanding clinical process flows (the typical focus of healthcare quality initiatives) and improving them, but also studying the opportunities for improvement at the operations, financial, and cultural levels.
  • Kathy Merrill, President, Deployment Management, LLC, is a professional change agent dedicated to driving substantive and sustainable performance improvement in healthcare. Employing change management methodology has delivered substantive and sustainable results in healthcare provider organizations with emphasis on revenue cycle. Highlights include increased net revenue growth of $33 million through 12% in claim processing productivity improving billing integrity; captured $40,000/month cost reduction within the first week of an assessment of a hospital’s health information management process; identified $3.1 million in bottom line improvements in collections processing & disbursement in a state healthcare agency & provided process architecture & analysis to a CMS contractor improving their claims error rate performance. Expertise spans the realm of executive training and structure design about leading change, identifying and reducing value stream operating cost and deploying through skill transfer continuous improvement tools and techniques for implementation amongst the talent doing the work. Kathy is a veteran of General Motors where she earned Lean credentials from the Deming Institute and is certified as a Lean Leadership instructor, balanced scorecard practitioner & is a member of ASQ. She has an MBA & executive training from University of Michigan, Wharton, UCLA and Michigan State. Her company, Deployment Management, LLC is registered as a Federal Contractor & certified as a Woman Owned Small Business – WOSB.
  • Annette Zwerner - CEO & President Z’BUREAU, LLC, is a Performance Management consultant with 30 yrs. experience in collaborating with Executive Leadership to develop solutions to enhance balance sheet ratios. Annette specializes in helping organizations reduce idea deployment cycle time, accelerate performance and improve “Time to Quality and Money”. She has improved performance of companies ranging from international Fortune 500 corps. to U.S. military “mission critical” programs to small operations with selective clients. Annette has focused on the Healthcare Industry for the last 12 years. Prior to Z’BUREAU, she was the Chief Performance Improvement Officer for a $3.5 billion hospital system with 4 acute care hospitals, 60 clinics and 2 SNF facilities. She led executives in a process to identify $100M balance sheet change to offset the impact of the PPACA. The plan identified opportunities to rationalize the supply base, improve revenue cycle operations, improve quality metrics, standardize physician workflows, and identify services and facilities for closure or repurposing. Additionally, Annette held a position as COO of a global consulting company, spent 12 years in diverse executive positions with General Motors including Org. Develop, Engineering, Marketing, and Strategic Planning and Business Decision Analysis. She began her career in retailing holding various Dir. and V.P. roles. Annette has completed Masters Studies in Org. Develop. & Process Engineering at BGSU, a BS from PHX. Univ., and is a Six Sigma Master Black Belt, Baldrige Examiner, graduate of the IHI Innovation College, Balanced Scorecard/Informatics Practitioner and certified in EPIC clinical & access revenue cycle systems. Annette is registered as a WOSB and is a member of ASQ.