Assessing The Value of Web 2.0 on Knowledge Management

wildlifeplaincityManagement

Nov 6, 2013 (3 years and 9 months ago)

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Assessing The Value of Web 2.0
on Knowledge Management

A HEALTH CARE REI MBURSEMENT STUDY


I CELW CONFERENCE JUNE 2013

Agenda


About Me


Research


KM and Web 2.0


The Industry


The Organization


KM
C
hallenges


Web 2.0 / KM System


Qualitative / Quantitative
Analysis


Limitations

About Me


Undergraduate in Management


Work in Financial Services, Insurance, Healthcare


MBA


Healthcare / Marketing


MS


Industrial Relations (Economics)


Adjunct Professor


Traditional, Online, Hybrid


DBA


Operations and Information
Management


Impact of Web 2.0 on KM


Mixed Methods Research


Expected 2015



Knowledge Management (KM)


S
trategies
and practices used
to identify
,
create, represent, distribute, and enable
adoption of

information and experiences


F
ocus
on
objectives such
as improved
performance,

competitive advantages,
innovation, the sharing of lessons learned,
integration
and continuous improvement.



Overlap
with

organizational learning includes
a focus on knowledge
as a strategic
asset.



Charlie’s Story…


Charlie’s Consulting Service



Hitting Valve With Mallet……………………………………………….... $ 1.00

Knowing Where and How Hard………………………………………….$
24,999.00



Total Due………………………………………………………………………... $25,000.00






SECI Model

Web 2.0


Second Generation of the World Wide Web.


Collaboration and Information
S
haring
O
nline.


Web 1.0 Static => Web 2.0 Dynamic


Open Communication, Web based Communities


Communities Of Practice/Knowledge


Wisdom of Crowds


Blogs, Wikis,
S
ocial
N
etworks

Industry Overview


H
ealth Care Funding


P
hysician / Hospital Payments


Third Party Payers


Government (e.g. Medicare, Medicaid)


Insurers (e.g. Commercial Payers)


Self Pay


Negotiated Contracts


Participating Physicians


Large (and Growing) Physician Practices

Payment Process

Physician
Renders
Service

Claim
Submitted
to Payer

Payer
Processes
Claim

Payment
Made to
Physician

Payment
F
ailure Points

Physician
Renders
Service

Claim
Submitted
to Payer

Payer
Processes
Claim

Payment
Made to
Physician

Failure

Failure

Failure

Coding error

Output error

Contract Error

Administrative error

Processing error

Application error

Commercial Payers & Managed Medicare

The Organization
-

Consultant Services


Understand Contractual Agreements


Virtually always changing


Administered incorrectly


Review Billing and Payment Data


Monthly cyclical process


Identify Physician Underpayments


Work with Payers to Make
P
hysicians
W
hole


Payment on Contingency basis


Account Managers Compensated on Successful
Payment Recovery


The KM Challenge


Know 10


12 Clients and 20


30 Payers


D
ifferent Contractual Agreements


Different Requirements


Multiple Projects in Flight


Monthly Data changes


Understand the Impact of Regulatory and
Administrative Changes


Contract Renewal Dates


Important Milestones


Rate Increases


Coding Changes


Knowledge Sharing across Clients and
Payers








Collaborate More Easily


Work with
C
oworkers
,
Clients
, and V
endors.


Create, Follow and Contribute Discussions


Make Announcements


S
hare
D
ocuments
,


C
oordinate Calendars


Hold Web Meetings


M
anage
T
asks
,


Build Web Databases


Implemented and Developed Over 2008
-
Present


Home Page

Contract Models

Ad Hoc Reports

Task Tracker

Issue Tracker

Discussions

Reimbursement and Coding Updates

Client Issues

Quantitative Analysis


Identify Contributions to Database


Measure Results in Performance


Tracked Monthly Results


42 Months worth of data


Measure Correlation using SPSS


Pearson Product
-
Moment Correlation


-
1 is a Reverse Correlation


0 is Absolutely No Correlation


+1 is a Positive Correlation




Client 1 / Payer 1
-

Correlation

Client 2 / Payer 2
-

Correlation

Qualitative Analysis


Interviews with Individuals


Increased Autonomy


Convenient place to house information


Good reference tool; less information to
remember


Ability to search


Downloadable information for
analysis


Easy to use


Consistent format data entry



Employee Engagement


Increase in Employee Engagement


Less dependence on asking the question


More reliance on the data base


More autonomy in work


More continuity if people not
available


Increase in documentation


“How did we get buy without it?”

Study Limitations


Small Company size


Specific
Industry /
S
pecialized
W
ork


Early inconsistent use of WebOffice


Early inconsistent tracking of Monthly
Financial & Operational Data


Difficulty Coding Data Contributions


Timing and Quality



Additional Study Opportunities



Comparing
S
eparate Organizations or Industries


Questions?



I hope to be back next year

with additional information!