A Human

Resource Analysis
and Improvement
Initiative
BY: JODIE RININGER
Goal Statement

To review current human resource policies and procedures

related to staff recruitment and retention.
To perform a workflow analysis to determine the staffing needs,
job descriptions, hiring procedures, and ongoing staff education
and retention.
To analyze the billing and coding needs of the practice to
determine the costs and benefits of continuing to perform in-
house versus outsourcing the tasks.
To provide the office management with recommendations that
will improve the staff recruitment and retention ability of the
practice.
Project Scope

Perform a workflow analysis to determine job descriptions, educational and

prior experience requirements, and staffing level requirements.
Analyze information from current staff to determine the number of hours
needed to perform coding and billing tasks. Determine if the front desk
position can realistically and effectively also perform the billing.
Analyze the cost of billing in office compared to outsourcing and provide
recommendations.
Review current procedures for posting job openings. Review current job
advertisement wording and job application forms. Provide recommendations
and update any necessary forms.
Review current procedures for screening applicants. Review current
procedures related to checking backgrounds, references, certifications, and
licensure. Provide recommendations for a formal procedure regarding all of
the above.
Project Scope Continued

Review current interview process. Provide a formal written policy

for the process, as well as recommended topics and questions to
be covered.
Review new employee training procedures and provide any
insight into ways to improve. Review HIPAA training to ensure
compliance.
Review new hire paperwork and update any needed forms.
Develop an employee retention program that includes employee
rights and responsibilities, continued training initiatives, and a
formal communication policy.
Project Deliverables

Written job descriptions and requirements.

Recommendations for staffing levels.
Analysis of billing duties and recommendations for maintaining a
billing position versus outsourcing.
Written job postings for the various office positions.
Revised job application.
Revised applicant screening and interview procedures.
Updated new hire paperwork.
Written training procedures, including HIPAA requirements.
Employee retention program.
Resources

Current staff.
Current forms (applications, new hire paperwork, training
paperwork, etc.)
Various Microsoft Office programs.
Online research tools related to outsourcing billing and the staff
recruitment, selection, and retention processes.
Project Risks

Difficulty analyzing the workflow and staffing level needs.

Obtaining accurate estimates for the outsourcing of billing.
Determining the best background requirements for staffing the
various positions in the office.
Creating an effective employee retention program.
Project Task Outline

A. Position Descriptions/ Staffing Needs

1. Workflow Analysis
2. Position Interviews
3. Determine Employment Level Needs
B. Analyze In-House vs. Outsourced Billing
C. Staff Recruitment
D. Staff Retention
 PROJECT TIMELINE

Observation of Office 11/8/2017 - 11/10/2017

Interview of Staff and Site Director 11/8/2017 - 11/10/2017

Home Determination of Project Scope, Outline, 11/11/2017 - 11/13/2017
Resources Needed from Site
More Office Observation, Questions, Material Aqcuisition 11/14/2017 - 11/15/2017

Preparation of Materials at Home 11/16/2017 - 11/18/2017

Preparation of Materials In Office 11/20/2017 - 11/21/2017

Finalization of Project Materials and Powerpoint 11/22/2017 - 11/29/2017

Presentation to Site Director 11/30/2017

Presentation to Class 12/1/2017

Project Approval
11/6/2017

2017 Day 1 4 7 10 13 16 19 22 25 2017

Today
Job Descriptions and Requirement

Determined job descriptions by completing a workflow analysis of

the office.
Analyzed logs of activities kept for a day by current staff.
Observed office activities for several days.
Created job descriptions to be used in advertisements for
employment, new hire paperwork, and analysis of performance
improvement initiatives.
Staffing Level Determination

Calculate how many full-time-equivalent employees are required.

Determine numbers of hours needed for billing tasks and for front
desk tasks.
Is it reasonable to combine the two positions?
Provide recommendations based on calculations.
Patient visits per week/Office hours per week to determine
patients per hour average. One staff can provide three units per
hour and complete their documentation/ other duties. Use this
information to determine number of FTE employees required.
Created document for practice that explains process so that they
may update as needed.
In-House vs. Outsourced Billing:
Cost Comparison
Determined cost of in-house billing, including human resource
cost and clearinghouse fees.
Obtained 5 estimates to outsource the specific needs of the
practice.
Determined average outsource cost to be 6-8% of collections.
It was highly advisable for the office to continue to perform billing
in-office.
Recommended future front desk associate to have or obtain
medical billing education and certification.
Employment Advertisement

Reviewed current employment advertisement.

Office has no standard advertisement to use.
Determined Practice would benefit from a standardized
advertisement to post.
Office currently uses Indeed.com to post recruit staff.
Determined Indeed.com meets practice needs for recruitment
and to possibly use the search feature of the website to locate
more qualified candidates.
Applicant Screening Process

No current application for employment was being used.

Obtained generic application for employment.
Recommended using application, rather than only resume, to
screen applicants to ensure all required information is obtained.
Review application for completeness.
Ensure applicant meets requirements for position.
Ensure applicant meets requirements for availability.
Review resumes of all remaining applicants to determine select
group that seems most qualified.
Call these applicants to schedule interview.
Interview Process

No current formal interview process exists.

First interview to be completed by Kaitlin or Dr. Amber.
Second interview, in-person or phone, by Mr. Ayham Abuzeid.
Formal offer of employment letter updated.
Offered recommended topics to be covered in interview process.
Provide job description and hours.
Ask questions regarding experience and education.
Verify the applicants availability and needs.
Gauge the willingness of the applicant to perform the duties required in
the environment.
Provide sufficient time to discuss any questions the applicant may have.
New Hire Paperwork

Performed analysis of existing new employee paperwork.

Determined large need for formal paperwork structure.
Revised new hire letter.
Revised employee set-up form.
Created release of information form.
Created HIPAA training acknowledgement form.
Created new hire checklist.
HIPAA New Hire Training

In the course of my workflow analysis and observation, it was

noted that no official HIPAA training was being completed.
Created HIPAA training recommendations and provided resources
to complete said training.
Reviewed HIPAA materials being used in the practice and
determined these materials to be compliant and posted as
required.
Created HIPAA training authorization form.
Employee Retention Initiative

Employee retention is a challenge for the practice.

Existing benefits were analyzed and summarized.
It was recommended that these benefits be emphasized and
focused on.
The open communication policy is key to employee retention.
Entire project should improve retention.