Service line success drives enterprise improvements

The health care market continues the transition from volume to value and inpatient to outpatient; and consumerism is steadily increasing. These shifts present challenges to health system leaders as they build effective strategies to compete and sustain financial viability. Service line management ― defined as patient-centered care related to a specific area of clinically related conditions or procedures integrated across a system of care ― is an essential for improving margins and outcomes.

Top 3 service line improvement goals

Gears

Improve operational performance and efficiencies

Heart

Improve clinical outcomes

Bar chart

Improve financial margins by service line

Register to join us for a webcast series featuring expert panelists

This three-part series will feature a discussion on building the right strategy for your market: considering market analytics and organization imperatives; physicians' perspectives on aligned decision-making and governance; and a deep dive into patient flow optimization to transform emergency department operations and access.

Integrating care across your system

Date: Tuesday, October 8

Time: 11:30 a.m. to 12:15 p.m. CT

Moderator: Marshall Leslie, managing principal, Vizient

Panelists:

  • Kristi Crowe, MPT, principal, Sg2®, a Vizient company
  • Debbie Schuhardt, MHA, FACHE, senior principal, Vizient
  • Rick May, MD, senior principal, Vizient

 

Session overview:

Service lines provide the structure through which organizations can identify opportunities to improve market position, reduce costs and elevate quality. With continual changes in the health care industry, for organizations to become and remain a market leader they should leverage their strengths across their service lines to create a seamless patient experience and deliver cost effective care with superior outcomes. Critical to establishing and sustaining successful service lines is the capability to use analytics to understand and create a strategy appropriate for your market, as well as identify opportunities to improve quality and reduce costs. Whether you are a market leader today or strive to be the market leader, webcast attendees will learn from industry experts on how hospital systems across the country have become high-performing service line leaders in their markets.

Marshall LeslieMarshall Leslie brings more than 10 years of experience in the health care industry. His areas of expertise and professional skills include overseeing the operational effectiveness deployment model to match the ever-changing needs of the health care industry. He has overseen numerous Lean focused consulting engagements throughout the United States.

As a graduate of the General Electric (GE) Operations Management Leadership Program, Leslie has experience in various supply chain capacities including quality engineering and global sourcing for both GE and Procter & Gamble. He received a Bachelor of Science in industrial and systems engineering from Georgia Tech in Atlanta and a Master of Business Administration from Vanderbilt University in Nashville, Tennessee.
Kristi CroweKristi Crowe works with health care providers and suppliers to help them maximize their service line and ambulatory strategies. As a thought leader and national educator in orthopedics and service line strategy, she offers expert insight on payment innovation and guides leadership teams in developing strategic growth plans, ambulatory offerings and partnership strategies. Crowe frequently speaks across the country at a variety of physician and health care leadership conferences.

Before joining Sg2, she was a service line consultant collaborating with physician groups and hospital organizations to develop and implement orthopedics, spine and rehabilitation strategic plans. Liaising between hospital administration and physicians, she facilitated the completion and implementation of strategic plans. Earlier in her career, Crowe worked as a physical therapist in inpatient, outpatient and management positions. Kristi holds a master’s and a bachelor’s degree in physical therapy from the University of North Dakota.
Dr. Rick MayDr. Rick May leads advisory services for clinical quality improvement, service line optimization, clinical supply integration, and physician governance at Vizient. A former practicing orthopedic surgeon in Denver, Dr. May spent 20 years performing more than 20,000 procedures including joint replacements, sports injuries, pediatric orthopedics, and fracture repairs. He also served as president of the Colorado Medical Society for three years.

Prior to his medical career, May worked as a researcher and computer programmer for NASA at the Johnson Space Center in Houston. He uses this background to support the Vizient data analytics programs. In 2007, Dr. May began working as a health care consultant helping hospitals around the nation improve care for their patients. He managed the clinical consulting practice for Healthgrades and operated his own consulting firm for several years.
Debbie SchuhardtDebbie Schuhardt brings more than 25 years experience in the health care industry with diversified management roles in both hospitals and consulting. Her breadth of experience includes change management, service line development and management, supply chain improvement specifically in the areas of orthopedics and spine, utilization management, performance improvement, ambulatory care, physician practice management, women’s services, oncology, and training and mentoring.

Prior to joining Vizient, she served as the corporate director for orthopedics, neurosciences, and rehabilitation for Meridian Health, now part of Hackensack Meridian Health in New Jersey, and as a vice president for Staten Island University Hospital, part of Northwell Health located in New York. Schuhardt received her master’s in hospital administration from the University of Minnesota, and a Bachelor of Science from the University of Maryland. She is also a fellow of the American College of Healthcare Executives.
  • Outline how national and local market trends affect strategy in key service lines
  • Identify service line successes and opportunities through the lens of key metrics assessing cost, quality, and market performance
  • Learn best practices in governance structures that drive efficient implementation of strategies and foster physician-led clinical decision-making

Register now

Aligned decision making and governance

Date: Monday, November 4

Time: 11:30 a.m. to 12:15 p.m. CT

Moderator: Debbie Schuhardt, MHA, FACHE, senior principal, Vizient

Panelists:

  • Brad Henley, MD, MBA, professor of orthopedic surgery and sports medicine, UW Medicine
  • Rick May, MD, senior principal, Vizient
  • Andrew Mancuso, principal, Vizient

 

Session overview:

UW Medicine, an academic health system based in Seattle, was challenged when expenses continued to rise while reimbursements were declining at a faster rate than expected as payers in their market adopted new payment models. Compounding this reality was a 20% shift in payer mix from private to public insurance over the past decade and increasing pharmacy and medical supply costs. As a result, UW Medicine embarked on an enterprise performance improvement initiative focused on three areas:

  1. grow revenue through improved patient access, throughput, and capacity as well as service line growth
  2. update information technology infrastructure to facilitate coordinated and effective care delivery
  3. reduce operational expenses with a renewed sense of discipline
During this panel discussion, attendees will learn key best practices and results on how UW Medicine engaged physicians for integrated physician leadership to improve performance of the orthopedic service line.

 

Debbie SchuhardtDebbie Schuhardt brings more than 25 years experience in the health care industry with diversified management roles in both hospitals and consulting. Her breadth of experience includes change management, service line development and management, supply chain improvement specifically in the areas of orthopedics and spine, utilization management, performance improvement, ambulatory care, physician practice management, women’s services, oncology, and training and mentoring.

Prior to joining Vizient, she served as the corporate director for orthopedics, neurosciences, and rehabilitation for Meridian Health, now part of Hackensack Meridian Health in New Jersey, and as a vice president for Staten Island University Hospital, part of Northwell Health located in New York. Schuhardt received her master’s in hospital administration from the University of Minnesota, and a Bachelor of Science from the University of Maryland. She is also a fellow of the American College of Healthcare Executives.
Dr. Brad HenleyDr. Dr. Brad Henley received his Doctor of Medicine Degree with honors, from the University of Washington in 1979. After a residency in Orthopedic Surgery at the University of Texas Southwestern Health Science Center in Dallas (UTSCD), he worked with Dr. Bernd Claudi at the Technical University of Munich, in a post doctoral fellowship in Orthopedic Traumatology and Reconstructive Orthopedics. Currently, he is a Professor of Orthopedic Surgery and Sports Medicine practicing Orthopedic Traumatology and post-traumatic reconstructive surgery at Harborview, the only Level I Trauma Center serving the Pacific Northwest.

In addition to the practice of medicine, Dr. Henley has more than 30 years of experience in professional coding and practice management. In 1995, he received a Masters in Business Administration degree from the University of Washington. He uses his experience and expertise as the Physician Lead for Operations for University of Washington Physicians and as a practice management consultant. He has held multiple committee and administrative positions at the University of Washington and its affiliated institutions. Nationally, Dr. Henley is a member and volunteer in numerous professional societies including the AAOS, AOA, ACS, OTA, COS, WSOA, and MGMA. He has been active in many of these having served, for example, as Treasurer of the AAOS, on the Board of Directors of the AAOS, as Chairman of the Board of Specialty Societies, as the Treasurer and President of the Orthopedic Trauma Association. He also served two 4-year terms on the AMA’s CPT Editorial Panel, having served on the CPT Advisory Panel for more than a decade. Currently, Dr. Henley serves as the Chairman of the American Association of Orthopedics Surgeon’s (AAOS) Committee on Coding, Coverage and Reimbursement.
Dr. Rick MayDr. Rick May leads advisory services for clinical quality improvement, service line optimization, clinical supply integration, and physician governance at Vizient. A former practicing orthopedic surgeon in Denver, Dr. May spent 20 years performing more than 20,000 procedures including joint replacements, sports injuries, pediatric orthopedics, and fracture repairs. He also served as president of the Colorado Medical Society for three years.

Prior to his medical career, May worked as a researcher and computer programmer for NASA at the Johnson Space Center in Houston. He uses this background to support the Vizient data analytics programs. In 2007, Dr. May began working as a health care consultant helping hospitals around the nation improve care for their patients. He managed the clinical consulting practice for Healthgrades and operated his own consulting firm for several years.
Andrew MancusoAndrew Mancuso is responsible for the deployment of comprehensive care for joint replacement model services for Sg2 consulting. Previously, he was a part of TRG Healthcare Solutions, a leading national consultancy that specialized in the development of physician-to-hospital alignment models, such as service line co-management, professional services agreements, direct employment, joint ventures, gainsharing and bundled payments.

Prior to joining the TRG team, Andrew was an orthopedic service line consultant for MedAssets Advisory Solutions, directly responsible for improving financial, operational and quality performance for orthopedic services at hospitals across the country.
  • Describe how to build an effective physician-led governance structure with aligned organizational execution
  • Hear a physician’s perspective on how to make physician-led structures yield results through executive, physician and operations alignment
  • Identify how to leverage a structure so that implementation generates meaningful change that evolves beyond cost management and onto utilization, clinical pathways and more

Register now

Using analytics to inform and operationalize

Date: Tuesday, December 3

Time: 11:30 a.m. to 12:15 p.m. CT

Moderator: Debbie Schuhardt, MHA, FACHE, senior principal, Vizient

Panelists:

  • Deb Snyder, MSN, RN, CEN, senior administrator, emergency services and clinical decision area, Greater Hudson Valley Health System
  • Martin Lucenti, MD, chief medical officer and senior vice president, product strategy and innovation, Vizient
  • Brianna Motley, MBA, associate principal, Sg2®, a Vizient company

 

Session overview:

Greater Hudson Valley Health System (GHVHS) was challenged with an overflowing emergency department (ED). During initial operational assessment, GHVHS leveraged regional and hyperlocal market forecasting to understand competition and patient leakage, as well as assess how their ED operations performed against market. Using market trend analysis, they confidently implemented an operational redesign project and plans to expand operations based on patient flow patterns and population management. In this panel you will hear results on how GHVHS reduced arrival to provider time by 46%, reduced discharge-patient length of stay by 12 minutes and increased patient experience satisfaction by 13%.

Debbie SchuhardtDebbie Schuhardt brings more than 25 years experience in the health care industry with diversified management roles in both hospitals and consulting. Her breadth of experience includes change management, service line development and management, supply chain improvement specifically in the areas of orthopedics and spine, utilization management, performance improvement, ambulatory care, physician practice management, women’s services, oncology, and training and mentoring.

Prior to joining Vizient, she served as the corporate director for orthopedics, neurosciences, and rehabilitation for Meridian Health, now part of Hackensack Meridian Health in New Jersey, and as a vice president for Staten Island University Hospital, part of Northwell Health located in New York. Schuhardt received her master’s in hospital administration from the University of Minnesota, and a Bachelor of Science from the University of Maryland. She is also a fellow of the American College of Healthcare Executives.
Deb SnyderDeb Snyder has been working in emergency nursing for 24 years and nursing leadership for 15 years. She has led and participated in several successful emergency department throughput projects and transformation initiatives. She has led several major construction projects and emergency department renovations to resolve capacity problems.
Dr. Martin LucentiDr. Martin Lucenti provides valuable expertise related to clinical-supply integration using his unique background in medicine and operational engineering. Prior to joining the company, he was senior vice president for clinical operations consulting segment at MedAssets. His wealth of experience also includes practicing as an emergency medicine physician at Northwestern Memorial Hospital where he served first as the clinical operations director and then as vice chair of clinical operations.

Dr. Lucenti served in the National Guard after completing his undergraduate studies. He was deployed three times to Iraq ― the last two times working in the emergency department (ED) at the 10th Combat Support Hospital in Baghdad. He was also deployed to Afghanistan where he worked in the ED at the Combat Support Hospital in Bagram, and as the brigade surgeon for the 86th Infantry Brigade Combat Team. Dr. Lucenti continues to serve in the Vermont Army National Guard where he is currently the acting state surgeon.

Dr. Lucenti holds a Bachelor of Science in systems engineering and computer science from the University of Virginia in Charlottesville, Virginia. He completed the Medical Scholars Program at the University of Illinois in Champaign, Illinois, where he earned both his doctor of medicine degree and doctorate of philosophy in industrial engineering. He completed his emergency medicine residency at Harvard Medical School where he served as chief resident.
Brianna MotleyBrianna Motley is a visionary strategist who develops innovative and structured planning approaches for large-scale health systems and multimarket organizations. As a member of the Sg2 consulting team, she performs customized market analyses for her clients, providing strategic direction for success in the new value-based and consumer-focused health care era. Motley collaborates with a variety of providers on strategic enterprise, growth and service line planning. She is particularly skilled at developing systematic planning approaches and strategy development in behavioral health and post-acute care. She also guides suppliers in translating health care trends, understanding market readiness and constructing health system strategy.

She received her masters of business administration with a focus on health enterprise strategy and management, marketing, and organization management from the Kellogg School of Management at Northwestern University. She earned a Bachelor of Arts in Latin American studies from the University of Chicago.
  • Learn how market trends and regional analytics should inform your access and network strategy
  • Understand best practices to implement operational improvements that increase capacity and throughput
  • Define qualitative and quantitative metrics that can inform your strategy decisions on operations, staffing and expansion

Register now

Register for the Service Line Success webcast series

Learn how we can help you achieve service line success