Champion Survey

• have the ability to train other staff. We follow a “train-the-trainer” methodology, so as we train your Champions, your Champions will then train the rest of your staff;
• are able to make setup and implementation a priority;
• have designated time each week, not just for training, but for completing pre-training action items, too;
• have greatest sense of how your agency functions and have the ability to make procedural decisions;

Best Practice Tip: Have your department heads involved

Generally, this means your main biller and your clinical director. For larger agencies, this could include an Intake specialist, or it could include the Clinical Director of different programs—especially if the needs and processes of those programs are distinct from one another.

How many champions should I choose?

The short answer is: “As many as are needed, and no more.” In general, each department of your business should be represented within the champion list. If you think in terms of the life cycle of a patient, there must be enough champions in training so that each step in the process—from intake to discharge—can be transitioned into Procentive.

What roles need to be in training?

Typically, one of the following “kinds” of champions are needed. Keep in mind that some of the following roles can be filled by a single individual or multiple people. In some smaller agencies, a single person might serve or have expertise in more than one role.

• Billing / Claim / Revenue Specialist: This person is your revenue expert. They know which CPT codes you bill, the rates you charge for services, the payers you send claims to each day, and the unique claim submission rules (if there are any) that are part of sending clean claims. They post payments and track down denials. Smaller agencies might have just one billing champion; larger agencies usually have more.
• Clinical Specialist: This may be your Clinical Director, or if you have several programs, each with their own unique process, these may be the Clinical Supervisors of each program. The clinical specialist understands your documentation process, from intake to the DA to the Treatment Plan, Case Notes, and beyond. They also have a grasp of any reporting that is required for the services they provide.
• Intake / Front Desk: This person interacts with your patients each day, perhaps managing the Appointment book or doing the data entry for new patients. For smaller agencies, this can sometimes be the billing specialist, but for larger agencies there is usually an individual that is responsible for these processes.
• CFO / Finance Manager: This person is in charge of the books. They aren’t always attending each training session, but they have a keen interest in making sure the numbers are getting tracked correctly. Sometimes, these staff are involved in the initial setup of Procentive (making sure the correct locations, programs, payers, etc are getting setup). Then later on in training, after “real” data has been entered, this person will return to training so we can show them which reports they will use to gather the data they need.
• Quality Assurance: Usually, this unique role exists in larger agencies, but sometimes smaller offices will have someone that fills this need. This person makes sure that services are being provided in a way that meets both government and your company’s internal standards.

When should other staff be trained?

The point at which other staff will be trained on Procentive varies from agency to agency.  As your champions are working through the setup and implementation phases, changes will likely be made to your database.  Once your champions have completed a process and made any necessary changes, they can then train additional staff.  We have found that staff will learn best from real-life examples, instead of hypothetical ones.  The goal is to have staff trained by your Go Live date.  If you have further questions or concerns about the timing of staff training please have this discussion with your trainer.