Process Group

1.0 Develop Vision and Strategy

1.1
1.1.1
1.1.1.1
1.1.1.2
1.1.1.3
1.1.1.4
1.1.1.5
1.1.1.6
1.1.1.7
1.1.1.8
1.1.1.9
1.1.2
1.1.2.1
1.1.2.2
1.1.2.3
1.1.2.4
1.1.2.5
1.1.3
1.1.3.1
1.1.3.2
1.1.3.3
1.1.3.4
1.1.3.5
1.1.3.6
1.1.3.7
1.1.3.8
1.1.3.9
1.1.3.10
1.1.3.11
1.1.3.12
1.1.3.12.1
1.1.3.12.2
1.1.4
1.1.4.1
1.1.4.2
1.1.5
1.1.5.1
1.1.5.2
1.1.5.3
1.1.5.3.1
1.1.5.3.2
1.1.5.3.3
1.1.5.3.4
1.2
1.2.1
1.2.1.1
1.2.1.2
1.2.1.3
1.2.1.4
1.2.2
1.2.2.1
1.2.2.2
1.2.2.3
1.2.3
1.2.3.1
1.2.3.2
1.2.3.3
1.2.3.4
1.2.3.5
1.2.4
1.2.5
1.2.6
1.2.6.1
1.2.6.2
1.2.6.3
1.2.6.4
1.2.6.5
1.2.6.6
1.2.6.7
1.2.6.8
1.2.7
1.2.8
1.3
1.3.1
1.3.2
1.3.3
1.3.4
2.0 Develop and Manage Healthcare Services
2.1
2.1.1
2.1.2
2.1.2.1
2.1.2.2
2.1.3
2.1.3.1
2.1.3.2
2.1.3.3
2.1.3.4
2.1.4
2.1.4.1
2.1.4.2
2.1.4.3
2.1.5
2.1.5.1
2.1.5.2
2.1.5.3
2.1.5.4
2.2
2.2.1
2.2.1.1
2.2.1.2
2.2.1.3
2.2.1.4
2.2.1.5
2.2.2
2.2.2.1
2.2.2.2
2.2.2.3
2.2.2.4
2.2.2.5
2.2.2.6
2.2.2.7
2.2.2.8
2.2.3
2.2.3.1
2.2.3.2
2.2.3.3
2.2.3.4
2.2.3.5
3.0 Market Healthcare Services
3.1
3.1.1
3.1.1.1
3.1.1.2
3.1.1.3
3.1.1.4
3.1.1.5
3.1.1.6
3.1.1.7
3.1.2
3.1.2.1
3.1.2.2
3.1.2.3
3.1.2.4
3.1.2.5
3.2
3.2.1
3.2.1.1
3.2.1.2
3.2.1.3
3.2.1.4
3.2.2
3.2.2.1
3.2.2.2
3.2.2.3
3.3
3.3.1
3.3.2
3.3.2.1
3.3.2.2
3.3.2.3
3.3.3
3.3.3.1
3.3.3.2
3.3.3.3
3.3.3.4
3.3.3.5
3.3.3.6
3.3.3.7
3.3.4
3.3.4.1
3.3.4.2
3.3.4.3
3.3.4.4
3.3.4.5
3.3.4.6
3.3.5
3.3.5.1
3.3.5.2
3.3.5.3
3.3.5.4
3.3.5.5
3.4
3.4.1
3.4.1.1
3.4.1.2
3.4.2
3.4.2.1
3.4.2.2
3.4.2.3
3.4.3
3.4.3.1
3.4.3.2
3.4.3.3
3.4.4
3.4.5
4.0 Deliver Healthcare Services
4.1
4.2
4.2.1
4.2.1.1
4.2.1.2
4.2.1.3
4.2.1.4
4.2.1.5
4.2.1.6
4.2.1.7
4.2.2
4.2.2.1
4.2.2.1.1
4.2.2.1.2
4.2.2.2
4.2.2.3
4.2.2.4
4.2.2.5
4.2.2.6
4.2.2.7
4.2.2.8
4.2.3
4.2.3.1
4.2.3.2
4.2.3.3
4.2.3.4
4.2.3.5
4.2.4
4.2.4.1
4.2.4.2
4.2.4.3
4.2.4.4
4.2.4.5
4.2.4.6
4.2.4.7
4.2.4.8
4.2.4.9
4.2.4.10
4.2.4.11
4.2.4.12
4.2.5
4.2.5.1
4.2.5.2
4.2.5.3
4.2.6
4.2.6.1
4.2.6.2
4.2.6.3
4.2.7
4.2.7.1
4.2.7.2
4.2.7.3
4.2.7.4
4.2.7.5
4.2.7.6
4.2.7.7
4.2.8
4.2.8.1
4.2.8.2
4.2.8.3
4.3
4.3.1
4.3.1.1
4.3.1.2
4.3.1.3
4.3.1.4
4.3.1.5
4.3.1.6
4.3.1.7
4.3.1.8
4.3.2
4.3.2.1
4.3.2.2
4.3.2.3
4.3.2.4
4.3.3
4.3.3.1
4.3.3.2
4.3.3.3
4.3.3.4
4.3.3.5
4.3.3.6
4.3.3.7
4.3.3.8
4.3.4
4.3.4.1
4.3.4.2
4.3.4.3
4.3.4.4
4.4
4.4.1
4.4.1.1
4.4.1.2
4.4.1.3
4.4.1.4
4.4.1.5
4.4.1.6
4.4.2
4.4.2.1
4.4.2.2
4.4.2.3
4.4.2.4
4.4.3
4.4.3.1
4.4.3.2
4.4.3.3
4.4.3.4
4.4.3.5
4.4.3.6
4.4.4
4.4.4.1
4.4.4.2
4.4.4.3
4.4.4.4
4.4.5
4.4.5.1
4.4.5.2
4.4.5.3
4.4.5.4
4.5
4.5.1
4.5.2
4.5.3
4.6
4.6.1
4.6.1.1
4.6.1.1.1
4.6.1.1.2
4.6.1.2
4.6.1.3
4.6.1.4
4.6.1.5
4.6.2
4.6.2.1
4.6.2.2
4.6.2.3
4.6.2.4
4.6.2.5
4.6.3
4.6.3.1
4.6.3.2
4.6.3.3
4.7
4.7.1
4.7.1.1
4.7.1.2
4.7.1.3
4.7.1.4
4.7.1.5
4.7.1.5.1
4.7.1.5.2
4.7.2
4.7.3
4.7.3.1
4.7.3.2
4.7.3.2.1
4.7.3.2.2
4.7.3.2.3
4.7.3.2.4
4.7.3.2.5
4.7.3.2.6
4.7.4
4.7.4.1
4.7.4.2
4.7.4.3
4.7.4.4
4.7.4.5
4.7.5
4.7.5.1
4.7.5.1.1
4.7.5.1.2
4.7.6
4.7.7
4.8
4.8.1
4.8.1.1
4.8.1.2
4.8.1.3
4.8.2
4.8.3
4.8.3.1
4.8.3.2
4.8.4
4.9
5.0 Manage Customer Service (patients, employers, payors and other)
5.1
5.1.1
5.1.1.1
5.1.1.2
5.1.2
5.1.3
5.2
5.2.1
5.2.2
5.2.3
5.2.4
5.3
5.3.1
5.3.1.1
5.3.1.2
5.3.1.3
5.3.1.4
5.3.2
5.3.2.1
5.3.2.2
5.3.2.3
5.3.3
5.3.3.1
5.3.3.2
5.3.3.3
5.3.3.4
5.4
5.4.1
5.4.1.1
5.4.1.2
5.4.1.3
5.4.2
5.4.2.1
5.4.2.2
5.4.3
5.4.3.1
5.4.3.2
5.4.3.3
5.4.3.4
6.0 Develop and Manage Human Capital
6.1
6.1.1
6.1.1.1
6.1.1.2
6.1.1.3
6.1.1.4
6.1.1.5
6.1.1.6
6.1.2
6.1.2.1
6.1.2.2
6.1.2.3
6.1.2.4
6.1.2.5
6.1.2.6
6.1.2.7
6.1.2.8
6.1.2.9
6.1.2.10
6.1.3
6.1.3.1
6.1.3.2
6.1.3.3
6.1.3.4
6.1.4
6.2
6.2.1
6.2.1.1
6.2.1.2
6.2.1.3
6.2.1.4
6.2.1.5
6.2.1.6
6.2.1.7
6.2.1.8
6.2.2
6.2.2.1
6.2.2.2
6.2.2.3
6.2.2.4
6.2.2.5
6.2.3
6.2.3.1
6.2.3.2
6.2.3.3
6.2.3.4
6.2.3.4.1
6.2.3.5
6.2.4
6.2.4.1
6.2.4.2
6.2.4.3
6.2.5
6.2.5.1
6.2.5.2
6.2.5.3
6.3
6.3.1
6.3.1.1
6.3.1.2
6.3.1.3
6.3.2
6.3.2.1
6.3.2.2
6.3.2.3
6.3.3
6.3.3.1
6.3.3.2
6.3.3.3
6.3.3.4
6.3.4
6.3.4.1
6.3.4.2
6.3.4.3
6.3.4.4
6.3.5
6.3.6
6.3.7
6.4
6.4.1
6.5
6.5.1
6.5.2
6.5.3
6.5.4
6.6
6.6.1
6.6.1.1
6.6.1.2
6.6.1.3
6.6.1.4
6.6.1.5
6.6.1.6
6.6.1.7
6.6.2
6.6.2.1
6.6.2.2
6.6.2.3
6.6.2.4
6.6.3
6.6.4
6.7
6.7.1
6.7.2
6.7.3
6.7.4
6.7.5
6.7.6
6.7.7
6.7.7.1
6.8
6.8.1
6.8.2
6.8.3
6.8.4
6.8.5
6.8.6
6.8.7
6.8.8
6.9
6.9.1
6.9.2
7.0 Manage Information Technology
7.1
7.1.1
7.1.1.1
7.1.1.2
7.1.1.3
7.1.1.4
7.1.1.5
7.1.1.6
7.1.1.7
7.1.2
7.1.2.1
7.1.2.2
7.1.2.3
7.1.2.4
7.1.2.5
7.1.3
7.1.3.1
7.1.3.2
7.1.3.3
7.1.4
7.1.4.1
7.1.4.2
7.1.5
7.1.5.1
7.1.5.2
7.1.5.3
7.2
7.2.1
7.2.1.1
7.2.1.2
7.2.1.3
7.2.1.4
7.2.1.5
7.2.2
7.2.2.1
7.2.2.2
7.2.2.3
7.2.2.4
7.2.3
7.2.3.1
7.2.3.2
7.2.3.3
7.2.4
7.2.4.1
7.2.4.2
7.2.4.3
7.2.5
7.2.5.1
7.2.5.2
7.2.5.3
7.2.5.4
7.3
7.3.1
7.3.2
7.4
7.4.1
7.4.1.1
7.4.1.2
7.4.1.3
7.4.2
7.4.2.1
7.4.2.2
7.4.2.3
7.4.2.4
7.4.3
7.4.3.1
7.4.3.2
7.4.4
7.4.4.1
7.4.4.2
7.4.4.3
7.5
7.5.1
7.5.1.1
7.5.1.2
7.5.1.3
7.5.2
7.5.2.1
7.5.2.2
7.5.2.3
7.5.3
7.5.3.1
7.5.3.2
7.5.3.3
7.5.4
7.5.4.1
7.5.4.2
7.5.4.3
7.5.4.4
7.5.4.5
7.5.4.6
7.5.5
7.5.5.1
7.5.5.2
7.5.5.3
7.5.5.4
7.5.5.5
7.6
7.6.1
7.6.1.1
7.6.1.2
7.6.1.3
7.6.2
7.6.2.1
7.6.2.2
7.6.2.3
7.6.2.4
7.6.2.5
7.6.2.6
7.6.3
7.6.3.1
7.6.3.2
7.6.3.3
7.6.3.4
7.7
7.7.1
7.7.1.1
7.7.1.2
7.7.1.3
7.7.2
7.7.2.1
7.7.2.2
7.7.3
7.7.3.1
7.7.3.2
7.7.4
7.7.4.1
7.7.4.2
7.7.5
7.7.5.1
7.7.5.2
7.7.5.3
7.7.5.4
7.7.5.5
7.7.5.6
7.7.5.7
8.0 Manage Financial Resources
8.1
8.1.1
8.1.1.1
8.1.1.2
8.1.1.3
8.1.2
8.1.2.1
8.1.2.2
8.1.2.3
8.1.2.4
8.1.2.5
8.1.3
8.1.3.1
8.1.3.2
8.1.3.3
8.1.3.4
8.1.4
8.1.4.1
8.1.4.2
8.1.4.3
8.1.4.4
8.1.4.5
8.1.4.6
8.1.4.7
8.2
8.2.1
8.2.1.1
8.2.1.2
8.2.1.3
8.2.1.4
8.2.1.5
8.2.1.6
8.2.1.7
8.2.2
8.2.2.1
8.2.2.2
8.2.2.3
8.2.2.4
8.2.2.5
8.2.3
8.2.3.1
8.2.3.2
8.2.3.2.1
8.2.4
8.2.5
8.3
8.3.1
8.3.2
8.3.3
8.3.4
8.4
8.4.1
8.4.1.1
8.4.1.2
8.4.1.3
8.4.1.4
8.4.2
8.4.2.1
8.4.2.2
8.4.2.3
8.4.2.4
8.4.2.5
8.4.2.6
8.4.2.7
8.4.2.8
8.4.2.9
8.4.3
8.4.3.1
8.4.3.2
8.4.3.3
8.4.3.4
8.4.3.5
8.4.3.6
8.4.3.7
8.4.3.8
8.4.3.9
8.4.4
8.4.4.1
8.4.4.2
8.4.4.3
8.4.4.4
8.4.4.5
8.4.4.6
8.4.4.7
8.5
8.5.1
8.5.1.1
8.5.1.2
8.5.1.3
8.5.1.4
8.5.2
8.5.2.1
8.5.2.2
8.5.2.3
8.5.2.4
8.5.2.5
8.6
8.6.1
8.6.1.1
8.6.1.2
8.6.1.3
8.6.1.4
8.6.1.5
8.6.2
8.6.2.1
8.6.2.2
8.6.2.3
8.6.2.4
8.6.2.5
8.6.2.6
8.6.2.7
8.6.2.8
8.6.3
8.6.3.1
8.6.3.2
8.6.3.3
8.7
8.7.1
8.7.1.1
8.7.1.2
8.7.1.3
8.7.1.4
8.7.1.5
8.7.1.6
8.7.1.7
8.7.1.8
8.7.1.9
8.7.1.10
8.7.1.11
8.7.2
8.7.2.1
8.7.2.2
8.7.2.3
8.7.2.4
8.7.2.5
8.8
8.8.1
8.8.1.1
8.8.1.2
8.8.1.3
8.8.1.4
8.8.1.5
8.8.1.6
8.8.1.7
8.8.1.8
8.8.2
8.8.2.1
8.8.2.2
8.8.2.3
8.8.2.4
8.8.2.5
8.8.2.6
8.8.2.7
8.8.2.8
8.8.3
8.8.3.1
8.8.3.2
8.8.3.3
8.8.3.4
8.8.3.5
8.8.3.6
8.8.3.7
8.8.4
8.8.4.1
8.8.4.2
8.8.4.3
8.8.4.4
8.8.4.5
8.8.4.6
8.8.4.7
8.8.5
8.8.5.1
8.8.5.2
8.8.5.3
8.8.5.4
8.8.5.5
8.8.5.6
8.8.5.7
8.9
8.9.1
8.9.1.1
8.9.1.2
8.9.1.3
8.9.1.4
8.9.1.5
8.9.2
8.9.2.1
8.9.2.2
8.9.2.3
8.9.2.4
8.9.2.5
8.9.2.6
8.9.3
8.9.3.1
8.9.3.2
8.9.3.3
8.9.3.4
8.10
8.10.1
8.10.1.1
8.10.1.2
8.10.1.3
8.10.2
8.10.2.1
8.10.2.2
8.10.2.3
8.10.2.4
8.10.2.5
8.10.2.6
8.10.2.7
8.10.3
8.10.3.1
8.10.3.2
8.10.3.3
8.10.4
8.10.4.1
8.10.4.2
8.10.4.3
8.10.4.4
9.0 Acquire, Construct, and Manage Assets
9.1
9.1.1
9.1.1.1
9.1.1.2
9.1.1.3
9.1.1.4
9.1.2
9.1.3
9.1.3.1
9.1.3.2
9.1.3.3
9.1.3.4
9.1.3.5
9.1.4
9.1.4.1
9.1.4.2
9.2
9.2.1
9.2.2
9.2.3
9.2.4
9.2.4.1
9.2.4.2
9.3
9.3.1
9.3.1.1
9.3.1.2
9.3.2
9.3.3
9.3.3.1
9.3.3.2
9.4
9.4.1
9.4.2
9.4.3
9.5
10.0 Manage Enterprise Risk, Compliance, Remediation and Resiliency
10.1
10.1.1
10.1.1.1
10.1.1.2
10.1.1.3
10.1.1.4
10.1.1.5
10.1.1.6
10.1.2
10.1.2.1
10.1.2.2
10.1.2.3
10.1.2.4
10.1.2.5
10.1.2.6
10.1.3
10.1.3.1
10.1.3.2
10.1.4
10.1.4.1
10.1.4.2
10.1.4.3
10.1.4.4
10.1.4.5
10.1.4.6
10.1.4.7
10.2
10.2.1
10.2.1.1
10.2.1.2
10.2.1.3
10.2.1.4
10.2.2
10.2.3
10.2.3.1
10.2.3.2
10.2.3.3
10.2.3.4
10.2.3.5
10.2.3.6
10.2.3.7
10.3
10.3.1
10.3.2
10.3.3
10.3.4
10.3.5
10.3.6
10.3.7
10.4
10.4.1
10.4.2
10.4.3
10.4.4
10.4.5
10.5
10.5.1
10.5.1.1
10.5.1.2
10.5.2
10.5.2.1
10.5.2.2
10.5.2.3
10.5.2.4
10.5.3
10.5.3.1
10.5.4
10.5.4.1
10.5.4.2
10.5.4.3
10.5.4.4
10.5.4.5
11.0 Manage External Relationships
11.1
11.2
11.2.1
11.2.2
11.2.3
11.3
11.3.1
11.3.2
11.3.3
11.3.4
11.3.5
11.4
11.5
11.5.1
11.5.2
11.6
11.6.1
11.6.2
11.6.3
11.6.4
11.6.4.1
11.6.4.2
11.6.5
11.6.5.1
11.6.5.2
11.6.5.3
11.6.5.4
11.6.5.5
11.6.5.6
11.6.6
11.6.6.1
11.6.6.2
11.6.6.3
11.6.6.4
11.6.7
11.6.8
11.6.9
11.7
11.7.1
11.7.2
11.7.3
11.7.4
11.7.5
11.7.6
11.8
11.8.1
11.8.2
Develop and Manage Healthcare Capabilities
Business process Process step

Define the long-term vision and values

Assess the external environment

Survey market and determine community's needs, wants and perce

Perform internal analysis

Establish strategic vision

Conduct organization restructuring opportunities

Develop business strategy

 Develop overall mission statement

Establish organizational values

Evaluate strategic options to achieve the objectives

Select long-term business strategy

Coordinate and align functional and process strategies
Create organizational design (structure, governance, reporting, etc.

Develop and set organizational goals

Formulate business unit strategies
Manage strategic initiatives
Develop strategic initiatives
Evaluate strategic initiatives
Select strategic initiatives
Establish high-level measures metrics for success

Manage service portfolio

Evaluate performance of existing services against market opportun
Define service development requirements

Confirm alignment of service concepts with business strategy

Manage service life cycle

 Manage service cost and quality

Develop services
Perform medical research

Design, build business case, and evaluate services

Test market for new or revised services

Understand patients, markets, and capabilities

Perform patient and market intelligence analysis

Evaluate and prioritize market opportunities

Develop marketing strategy

 Define offering, patient and referral value proposition

Define and manage channel strategy

Develop and manage marketing plans

Establish goals, objectives, and metrics for services by channels/seg
Establish marketing budgets

Develop and manage traditional/digital/ social media

Develop and manage promotional activities/ sponsorships

Track patient management measures

Develop and manage business development plans

Generate leads

Manage referrals and accounts

Manage referral marketing

 Establish referral goals and measures
Establish referral management measures

Manage non-medical services

Plan for and align supply chain resources
Develop supply chain strategies

Manage demand for materials

Create materials plan

Plan distribution requirements

Establish distribution planning constraints

 Review distribution planning policies

Assess distribution planning performance

Develop quality standards and procedures

Procure materials
Develop sourcing/contracting strategies

Select suppliers and develop/maintain contracts

Order materials and services

Manage suppliers
Manage logistics and warehousing
Define logistics strategy

Plan and manage inbound material flow

Operate warehousing and PAR inventories

Operate outbound transportation

Manage returns; manage reverse logistics

Manage medical documentation

Update medical records
Review completeness of medical records
Submit and respond to information queries
Receive the patient for care
Schedule the patient

Verify insurance
 Register the patient

Deliver care to patient

Perform the initial intake

Manage throughput and schedule resources

Perform testing

Determine care plan

Execute care plan

Discharge patient from care

Provide patient with discharge instructions, care education, and ord

Solicit discharge paper signature from patient

 Coordinate post-discharge services

Release patient
Initiate follow-up communication with patient
ts, employers, payors and other)
Develop customer service strategy
Develop customer service segmentation/prioritization (e.g., tiers)

Define customer service policies and procedures

Establish service levels for customers
Manage patient care outreach programs
Develop and implement patient care outreach programs
Monitor and evaluate outcomes of patient care outreach programs
Cycle outcome results into design of patient care outreach program
Monitor participation and compliance with patient care outreach p
Plan and manage customer service operations
Plan and manage customer service work force

Manage customer service requests/inquiries

Manage customer complaints

Measure and evaluate customer service operations

Measure customer satisfaction with customer requests/inquiries ha

Measure customer satisfaction with customer-complaint handling a

Measure patient satisfaction with services

Develop and manage human resources (HR) planning, policies, and strategies
Develop human resources strategy

Develop and implement workforce strategy and policies

Monitor and update strategy, plans, and policies

Develop competency management models

Recruit, source, and select employees
Manage employee requisitions

Recruit/Source candidates

Screen and select candidates

 Manage new hire/re-hire

Manage Applicant Information

Develop and counsel employees

Manage employee orientation and deployment

Manage employee performance

Manage employee development

Develop and train employees

Estimate workload
Schedule labor
Approve overtime
Manage healthcare provider workforce
Monitor and adjust labor level
Manage employee relations
Manage labor relations
Manage collective bargaining process
Manage labor management partnerships
Manage employee grievances
Reward and retain employees
Develop and manage reward, recognition, and motivation program
 Manage and administer benefits

Manage employee assistance and retention

Administer payroll
Redeploy and retire employees
Manage promotion and demotion process
Manage separation
Manage retirement
Manage leave of absence
Develop and implement employee outplacement
Manage deployment of personnel
Relocate employees, and manage assignments

Manage employee information and analytics

Manage reporting processes
Manage employee inquiry process
Manage and maintain employee data
Manage human resource information systems (HRIS)
Develop and manage employee metrics
Develop and manage time and attendance systems
Review retention and motivation indicators
Manage/Collect employee suggestions and perform employee rese
Manage employee communication
Develop employee communication plan
Deliver employee communications

Manage the business of information technology

Develop the enterprise IT strategy

Define the enterprise architecture

 Manage the IT portfolio

Perform IT research and innovation

Evaluate and communicate IT business value and performance

Develop and manage IT customer relationships

Develop IT services and solutions strategy

Develop and manage IT service levels

Perform demand-side management (DSM) for IT services

Manage IT customer satisfaction

Market IT services and solutions

Develop and implement security, privacy, and data protection controls

Establish information security, privacy, and data protection strategi
Test, evaluate, and implement information security and privacy and
Manage enterprise information
Develop information and content management strategies

Define the enterprise information architecture

 Manage information resources

Perform enterprise data and content management

Develop and maintain information technology solutions

Develop the IT development strategy

Perform IT services and solutions life cycle planning

Develop and maintain IT services and solutions architecture

Create IT services and solutions

Maintain IT services and solutions

Deploy information technology solutions

Develop the IT deployment strategy

Plan and implement changes

 Plan and manage releases

Deliver and support information technology services

Develop IT services and solution delivery strategy

Develop IT support strategy

Manage IT infrastructure resources

Manage IT infrastructure operations

Support IT services and solutions

Perform planning and management accounting

Perform planning/budgeting/forecasting

Perform cost accounting and control

Perform cost management

 Evaluate and manage financial performance

Perform revenue accounting

Invoice the payor(s)

Process accounts receivable (AR)

Manage and process collections

Discuss account resolution with internal parties

Process adjustments/write off balances
Manage denials
Review A/R and account aging queue
Perform retrospective denial reporting
Work underpayments, denials and rejections
Perform re-bill and appeals
Perform general accounting and reporting
Manage policies and procedures

Perform general accounting

 Perform fixed-asset accounting

Perform financial reporting

Manage fixed-asset project accounting

Perform capital planning and project approval

Perform capital project accounting

Process payroll
Report time

Manage pay
 Process payroll taxes

Process accounts payable and expense reimbursements

Process accounts payable (AP)

Process expense reimbursements

Manage treasury operations

Manage treasury policies and procedures

Manage cash
 Manage in-house bank accounts

Manage debt and investment

Monitor and execute risk and hedging transactions

Manage internal controls

Establish internal controls, policies, and procedures

Operate controls and monitor compliance with internal controls po

Report on internal controls compliance

Manage taxes
Develop tax strategy and plan
 Process taxes

Define pricing strategy to align to value proposition

Develop and manage pricing

Design and construct/acquire nonproductive assets

Develop property strategy and long-term vision

Develop, construct, and modify sites

Plan facility

Provide workspace and assets

Plan maintenance work

Perform routine maintenance
Perform corrective maintenance
Overhaul equipment
Manage facilities operations

Obtain and install assets, equipment, and tools

Develop ongoing maintenance policies for productive assets
 Tag assets, equipment, and tools
Obtain and install assets, equipment, and tools

Dispose of productive and nonproductive assets

Develop exit strategy
Perform sale or trade
Perform abandonment
Manage real estate and space
nce, Remediation and Resiliency
Manage enterprise risk
Establish the enterprise risk framework and policies

Oversee and coordinate enterprise risk management activities

Coordinate business unit and functional risk management activities

Manage business unit and function risk

Manage compliance
Establish compliance framework and policies

Determine anticipated compliance to materials policies

Manage regulatory compliance
Manage remediation efforts
Monitor medical staff compliance
Create remediation plans
Contact and confer with experts
Identify/dedicate resources
Investigate legal aspects
Investigate damage cause
Amend or create policy
Manage business resiliency
Develop the business resilience strategy
Perform continuous business operations planning
Test continuous business operations
Maintain continuous business operations
Share knowledge of specific risks across other parts of the organiza
Manage environmental health and safety (EHS)
Determine environmental health and safety impacts

Develop and execute functional EHS program

Train and educate functional employees

Monitor and manage functional EHS management program

Manage affiliation with university medical and fellow programs

Build investor relationships
Plan, build, and manage lender relations
Plan, build, and manage analyst relations
Communicate with shareholders
Manage government and industry relationships
Manage government relations
Manage relations with quasi-government bodies
 Manage relations with trade or industry groups
Manage lobby activities
Validate eligibility for grant funding and manage application proces
Manage Relationship with Providers (Community and Independent)
Manage relations with board of directors
Report results
Report audit findings
Manage legal and ethical issues
Create ethics policies
Manage corporate governance policies
Develop and perform preventive law programs
Ensure compliance

Manage outside counsel

Protect intellectual property

Resolve disputes and litigations

Provide legal advice/counseling
Negotiate and document agreements/contracts
Manage public relations program
Manage community relations
Manage media relations
Promote political stability
Create press releases
Issue press releases
Monitor vendor's service level performance
Manage service vendors
Resolve discrepancies between SLA
Manage vendor payments according to services delivered
Capabilities
Manage business processes
Establish and maintain process management governance
 Define and manage process frameworks

Define processes

Manage process performance

Improve processes

Manage portfolio, program, and project

Manage portfolio

Manage programs

Manage projects
Manage enterprise quality
Review medical charts
Establish quality requirements

Evaluate performance to requirements

Manage non-conformance

Implement and maintain the enterprise quality management system

Capture and analyze data analytic program
Manage change
Plan for change

Design the change

Implement change

Sustain improvement

Develop and manage enterprise-wide knowledge management (KM) capability

Develop KM strategy
 Assess KM capabilities

Measure and benchmark

Create and manage organizational performance strategy

Benchmark performance
 Process activity

Define and prioritize Service Areas

Determine market share, patient origin, and outmigration
Analyze and evaluate competition
Identify economic and industry trends
Identify political and regulatory issues
Assess new technology innovations
Analyze demographics
Identify social and cultural changes
Identify ecological concerns
mmunity's needs, wants and perceptions of provider
Conduct qualitative/quantitative assessments
Capture and assess community needs
Analyze Service Area utilization
Project community medical demand
Apply and obtain Certificate of Need

Analyze organizational characteristics

Create baselines for current processes
Evaluate operational trends
Analyze systems and technology
Analyze financial positions
Identify enterprise core competencies
Determine the adequancy of access to care
Determine the efficiency and effectiveness of care delivered
Analyze services referred to an outside provider organization
Analyze Provider utlization rates
Project service line demand
Determine staff needs (e.g. clinical, administrative, etc.)
Review current skillsets
Determine skillsets gaps

Align stakeholders around strategic vision

Communicate strategic vision to stakeholders
g opportunities
Identify restructuring opportunities
Perform due-diligence
Analyze deal options
Evaluate acquisition options
Evaluate merger options
Evaluate de-merger options
Evaluate divesture options
 Define current business
Formulate mission
Communicate mission
Identify competitive value position

Define organizational values

Formulate values
Communicate values
ve the objectives
Define strategic options
Assess and analyze impact of each option
Develop sustainability strategy
Develop global support and shared services strategy
Develop lean/continuous improvement strategy

d process strategies
cture, governance, reporting, etc.)
Evaluate breadth and depth of organizational structure
Perform job-specific roles mapping and value-added analyses
Develop role activity diagrams to assess hand-off activity
Perform organization redesign workshops
Design the relationships between organizational units
Develop role analysis and activity diagrams for key processes
Assess organizational implication of feasible alternatives
Migrate to new organization

rics for success

ervices against market opportunities and evidence-based medicine

Identify potential improvements to existing services

Identify potential services
epts with business strategy
Plan and develop cost and quality targets
Prioritize and select new service concepts
Specify development timelines and key milestones
Plan for service offering modifications

Go-live with new services

 Phase out outdated services
Identify and refine key performance indicators

Analyze treatment pathways for patient populations

Enhance treatment pathways with evidence-based practices
Monitor and evaluate outcomes for enhanced treatment pathways
Track compliance with enhanced treatment pathways

Identify new or improved medical therapies, diagnostics and treatments

Develop new medical therapies, diagnostics, and treatments
Assess feasibility of integrating new medical therapies, diagnostics, and treatments service offerings
Engage Research Sponsor and/ or Partner(s)
Facilitate clinical trials
valuate services
Assign resources to service project
Prepare high-level business case, technical, and process assessments
Develop service market, regulatory, and process specifications
Document service market, regulatory, and process specifications
Conduct mandatory and elective external reviews (legal, regulatory, standards, market)
Map future state processes
Eliminate quality/reliability problems and inefficiencies within the process
Identify design/development performance indicators

Prepare detailed market study

Conduct patient tests, interviews, and focus groups
Finalize service characteristics, business cases, and future state processes
Finalize regulatory, technical, and process requirements
Identify requirements for changes to delivery processes

gence analysis
Conduct patient and market research
Identify patient and market segments
Stratify patient populations based on risk criteria
Analyze market and industry trends
Analyze competing organizations, competitive/substitute services
Evaluate existing services/brands
Assess internal and external business environment

Assess immediate population health care needs

Quantify market opportunities
Determine target segments
Prioritize opportunities consistent with capabilities and overall business strategy
Validate opportunities
al value proposition
Define offering and positioning
Develop value proposition including brand positioning for target segments
Validate value proposition with target segments
Develop branding

Evaluate channel attributes and partners

Determine channel fit with target segments
Select channels for target segments

trics for services by channels/segments

Confirm marketing alignment to business strategy

Determine costs of marketing
Create marketing budget
igital/ social media
Define media objectives
Develop marketing messages
Define target audience
Engage media provider
Develop and execute advertising
Develop and execute other marketing campaigns/programs
Assess brand/ service marketing plan performance
activities/ sponsorships
Define promotional concepts
Plan and test promotional activities
Execute promotional activities
Evaluate promotional performance metrics
Refine promotional performance metrics
Incorporate learning into future/planned promotions

Determine patient loyalty/lifetime value

Analyze patient revenue trend
Analyze patient attrition and retention rates
Analyze patient metrics
Revise patient strategies, objectives, and plans based on metrics

Identify potential referrals

Identify leads

Develop key account plan

Manage referral relationships
Manage referral master data

Perform referral generation calls

Establish a referral source
Record outcome of referral process

Define supply chain goals

Define material policies
Define materials utilization policies
Define outsourcing policies
Define capital expense policies
Define capacities
Define supply constraints

Develop baseline forecasts

Identify product needs and equivalencies
Review value benefit of materials
Collaborate with internal customers
Develop consensus forecast
Determine availability to fulfill
Determine anticipated materials utilization
Monitor activity against forecast and revise forecast
Evaluate and revise forecasting approach
Measure forecast accuracy

Create unconstrained plan

Collaborate with suppliers and contract manufacturers
Identify critical materials and supplier capacity
Monitor material specifications
Generate constrained plan

Maintain master data

Determine product inventory requirements at destination
Calculate requirements at destination
Calculate consolidation at source
Manage collaborative replenishment planning
Manage requirements for partners
Calculate destination dispatch plan
Manage dispatch plan attainment
Calculate destination load plans
Manage partner load plan
Manage cost of supply
Manage capacity utilization
 Establish distribution center layout constraints
Establish inventory management constraints
Establish transportation management constraints

Review distribution network

Establish sourcing relationships
Establish dynamic deployment policies

Establish appropriate performance indicators (metrics)

Establish monitoring frequency
Calculate performance measures
Identify performance trends
Analyze performance benchmark gaps
Prepare appropriate reports
Develop performance improvement plan

Establish quality targets

Develop standard testing procedures
Communicate quality specifications

Select appropriate sourcing/contracting strategy

Develop procurement plan
Clarify purchasing requirements
Develop inventory management approach
Match needs to supply capabilities
Analyze organization’s spend profile
Seek opportunities to improve efficiency and value
Collaborate with suppliers to identify sourcing opportunities
tain contracts
Select suppliers
Certify and validate suppliers
Negotiate and establish contracts
Manage contracts

Process/Review requisitions
Approve requisitions
Manage competitve bidding process
Solicit/Track vendor quotes
Create/Distribute purchase orders
Expedite orders and satisfy inquiries
Record receipt of goods
Research/Resolve exceptions

Monitor/Manage supplier information

Prepare/Analyze procurement and vendor performance
Support inventory and production processes
Monitor quality of product delivered

Translate internal customer service requirements into logistics requirements

Design logistics network
Communicate outsourcing needs
Develop and maintain delivery service policy
Optimize transportation schedules and costs
Define key performance measures

Plan inbound material receipts

Manage inbound material flow
Monitor inbound delivery performance
Manage flow of returned products

Track inventory deployment

Receive, inspect, and store inbound deliveries
Track product availability
Pick, pack, and ship product for delivery
Track inventory accuracy
Track third-party logistics storage and shipping performance

Plan, transport, and deliver outbound product

Track carrier delivery performance
Manage transportation fleet
Process and audit carrier invoices and documents

Authorize and process returns

Perform reverse logistics
Perform salvage activities
Manage and process warranty claims

Create or update the medical record

Collect or validate the patient's demographics
Collect or validate the patient's insurance
Solicit the referral source from the Patient
Schedule the patient's requested care
Remind patient of scheduled appointment
Pre-register the patient in the system
 Verify the patient's insurance benefits and obtain authorization for procedure
Communicate the benefits and pre-authorization status to patient
Provide Financial Counseling to the Patient
Provide State & Local Government Program Qualification options to the Patient
Provide Charity Care options to the Patient

Collect the co-pay

Collect signed medical and administrative documents
Notify caretakers of the patient arrival

Confirm identification of patient

Triage patient
Perform the history and physical
Identify current medication
Perform physical assessment
Assess the patients vitals
Prepare the patient for main care delivery

Order diagnostic tests

Perform the diagnostic test
Create the order requisition
Collect or scan the patient's specimen
Transport the patient's test specimen and requisition(s) to the ancillary clinical test service
Conduct specimen test
Results/Reports are sent to the ordering physician
Analyze the test results

Diagnose patient per test results

Determine treatment type and routine
Write the treatment orders
Determine monitoring and ongoing test plan
Continuously monitor health status and adjust care plan

Administer ordered medication

Reconcile medication
Provide to patient for consumption
Perform ordered procedures
Engage care coordinators

tructions, care education, and orders

Generate discharge instructions
Provide discharge instructions to patient
Provide providers orders to patient
rom patient
 Engage social case workers
Schedule follow-up appointments

tation/prioritization (e.g., tiers)

Analyze existing customers
Analyze feedback of customer needs
nd procedures

are outreach programs

f patient care outreach programs
of patient care outreach programs
nce with patient care outreach programs

e work force
Forecast volume of customer service contacts
Schedule customer service work force
Track work force utilization
Monitor and evaluate quality of customer interactions with customer service representatives

Receive customer requests/inquiries

Route customer requests/inquiries
Respond to customer requests/inquiries

Receive customer complaints

Route customer complaints
Resolve customer complaints
Respond to customer complaints

h customer requests/inquiries handling

Gather and solicit customer feedback on requests and inquiries
Analyze customer request/inquiry satisfaction data and identify improvement opportunities
Provide customer feedback to billing and operational call center managers
h customer-complaint handling and resolution
Solicit customer feedback on complaint handling and resolution
Analyze customer complaint data and identify improvement opportunities

Gather and solicitpatient feedback on services

Solicit patient feedback on pre- and post- care communication effectiveness
Analyze satisfaction data and identify improvement opportunities
Provide patient feedback to individual departments and providers for their services
 Identify strategic HR needs
Define HR and business function roles and accountability
Determine HR costs
Establish HR measures
Communicate HR strategies
Develop strategy for HR systems/technologies/tools
e strategy and policies
Gather skill requirements according to corporate strategy and market environment
Plan employee resourcing requirements per unit/organization
Develop compensation plan
Develop succession plan
Develop employee diversity plan
Develop other HR programs
Develop HR policies
Administer HR policies
Plan employee benefits
Develop work force strategy models
s, and policies
Measure realization of objectives
Measure contribution to business strategy
Communicate plans and provide updates to stakeholders
Review and revise HR plans

Align staffing plan to work force plan and business unit strategies/resource needs
Develop and open job requisitions
Develop job descriptions
Post requisitions
Manage internal/external job posting Web sites
Modify requisitions
Notify hiring manager
Manage requisition dates

Determine recruitment methods and channels

Perform recruiting activities/events
Manage recruitment vendors
Manage employee referral programs
Manage recruitment channels

Identify and deploy candidate selection tools

Interview candidates
Test candidates
Obtain candidate background information
 Validate candidates medical practice certification
Select and reject candidates

Draw up and make offer

Negotiate offer
Hire candidate

Create applicant record

Manage/Track applicant data
Archive and retain records of non-hires

d deployment
Create/Maintain employee on-boarding program
Evaluate the effectiveness of employee on-boarding program
Execute on boarding program

Define performance objectives

Review, appraise, and manage employee performance
Evaluate and review performance program

Define employee development guidelines

Develop employee career plans
Manage employee skills development
Track continuing medical education credits

Align employee and organization development needs

Align learning programs with competencies
Establish training needs by analysis of required and available skills
Develop, conduct, and manage employee and/or management training programs

gnition, and motivation programs

Develop salary/compensation structure and plan
Develop benefits and reward plan
Perform competitive analysis of benefit and rewards
Identify compensation requirements based on financial, benefits, and HR policies
Administer compensation and rewards to employees
 Reward and motivate employees
Deliver programs to support Work/Life balance for employees

Deliver employee benefits program

Administer benefit enrollment
Process claims
Perform benefit reconciliation

outplacement

assignments
Manage expatriates

tion systems (HRIS)

endance systems

tions and perform employee research

Build strategic intelligence

Identify long-term IT needs of the enterprise in collaboration with stakeholders
Define strategic standards, guidelines, and principles
Define and establish IT architecture and development standards
Define strategic vendors for IT components
Establish IT governance organization and processes
Build strategic plan to support business objectives

Establish the enterprise architecture definition

Confirm enterprise architecture maintenance approach
Maintain the relevance of the enterprise architecture
Act as clearinghouse for IT research and innovation
Govern the enterprise architecture
 Establish the IT portfolio
Analyze and evaluate the value of the IT portfolio for the enterprise
Provision resources in accordance with strategic priorities

Research technologies to innovate IT services and solutions

Transition viable technologies for IT services and solutions development
ness value and performance
Establish and monitor key performance indicators
Evaluate IT plan performance
Communicate IT value

Research IT services and solutions to address business and user requirements

Translate business and user requirements into IT services and solutions requirements
Formulate IT services and solutions strategic initiatives
Coordinate strategies with internal stakeholders to ensure alignment
Evaluate and select IT services and solutions strategic initiatives

Create and maintain the IT services and solutions catalog

Establish and maintain business and IT service-level agreements
Evaluate and report service-level attainment results
Communicate business and IT service-level improvement opportunities
nt (DSM) for IT services
Analyze IT services and solutions consumption and usage
Develop and implement incentive programs that improve consumption efficiency
Develop volume/unit forecast for IT services and solutions

Capture and analyze customer satisfaction

Assess and communicate customer satisfaction patterns
Initiate improvements based on customer satisfaction patterns

Develop IT services and solutions marketing strategy

Develop and manage IT customer strategy
Manage IT services and solutions advertising and promotional campaigns
Process and track IT services and solutions orders

vacy, and data protection strategies and levels

ormation security and privacy and data protection controls

management strategies
Understand information and content management needs and the role of IT services for executing the business st
Assess the information and content management implications of new technologies
Identify and prioritize information and content management actions
architecture
Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivatio
 Define information access requirements
Establish data custodianship
Manage changes to content data architecture requirements

Define the enterprise information/data policies and standards

Develop and implement data and content administration
ent management
Define sources and destinations of content data
Manage technical interfaces to users of content
Manage retention, revision, and retirement of enterprise information

Establish sourcing strategy for IT development

Define development processes, methodologies, and tools standards
Select development methodologies and tools
ife cycle planning
Plan development of new requirements
Plan development of feature and functionality enhancement
Develop life cycle plan for IT services and solutions
and solutions architecture
Create IT services and solutions architecture
Revise IT services and solutions architecture
Retire IT services and solutions architecture

Understand confirmed requirements

Design IT services and solutions
Acquire/Develop IT service/solution components
Train services and solutions resources
Test IT services/solutions
Confirm customer acceptance

Understand upkeep/enhance requirements and defect analysis

Design change to existing IT service/solution
Acquire/Develop changed IT service/solution component
Test IT service/solution change
Retire solutions and services

Establish IT services and solutions change policies

Define deployment process, procedures, and tools standards
Select deployment methodologies and tools

Plan change deployment

Communicate changes to stakeholders
Administer change schedule
Train impacted users
 Distribute and install change
Verify change

Understand and coordinate release design and acceptance

Plan release rollout
Distribute and install release
Verify release

elivery strategy
Establish sourcing strategy for IT delivery
Define delivery processes, procedures, and tools standards
Select delivery methodologies and tools

Establish sourcing strategy for IT support

Define IT support services

Manage IT inventory and assets

Manage IT resource capacity

Deliver IT services and solutions

Perform IT operations support services

Manage availability
Manage facilities
Manage backup/recovery
Manage performance and capacity
Manage incidents
Manage problems
Manage inquiries

Develop and maintain budget policies and procedures

Prepare periodic budgets and plans
Prepare periodic financial forecasts

Perform inventory accounting

Perform cost of patient referral analysis
Perform service costing
Perform variance analysis
Report on profitability

Determine key cost drivers

Measure cost drivers
Determine critical activities
Manage asset resource deployment and utilization
 Assess patient and service profitability
Evaluate new services
Perform life cycle costing
Optimize payor and service mix
Track performance of new- patient and service strategies
Prepare activity-based performance measures
Manage continuous cost improvement

Maintain patient master files

Capture charges
Code the Patient's Account
Prepare bill for the payor
Rectify any billing edits
Transmit the bill to the payor
Resolve payor billing inquiries

Establish AR policies
Receive/Deposit customer payments
Apply cash remittances
Prepare AR reports
Post AR activity to the general ledger

Establish policies for delinquent accounts

Analyze delinquent account balances
Follow-up with Payor(s) for those delinquent accounts greater than
ternal parties

rejections

Negotiate service-level agreements

Establish accounting policies
Set and enforce approval limits
Establish common financial systems

Maintain chart of accounts

Process journal entries
Process allocations
Process period end adjustments (e.g., accruals and currency conversions)
Post and reconcile intercompany transactions
 Reconcile general ledger accounts
Perform consolidations and process eliminations
Prepare trial balance
Prepare and post management adjustments

Establish fixed-asset policies and procedures

Maintain fixed-asset master data files
Process and record fixed-asset additions and retires
Process and record fixed-asset adjustments, enhancements, revaluations, and transfers
Process and record fixed-asset maintenance and repair expenses
Calculate and record depreciation expense
Reconcile fixed-asset ledger
Track fixed-assets including physical inventory
Provide fixed-asset data to support tax, statutory, and regulatory reporting

Prepare business unit financial statements

Prepare consolidated financial statements
Perform business unit reporting/review management reports
Perform consolidated reporting/review of cost management reports
Prepare statements for board review
Produce quarterly/annual filings and shareholder reports
Produce regulatory reports

ect approval
Develop capital investment policies and procedures
Develop and approve capital expenditure plans and budgets
Review and approve capital projects and fixed-asset acquisitions
Conduct financial justification for project approval

Create project account codes

Record project-related transactions
Monitor and track capital projects and budget spending
Close/capitalize projects
Measure financial returns on completed capital projects

Establish policies and procedures

Collect and record employee time worked
Analyze and report paid and unpaid leave
Monitor regular, overtime, and other hours
Analyze and report employee utilization

Enter employee time worked into payroll system

Maintain and administer employee earnings information
Maintain and administer applicable deductions
Monitor changes in tax status of employees
Process and distribute payments
Process and distribute manual checks
Process period-end adjustments
Respond to employee payroll inquiries

Calculate and pay applicable payroll taxes

Produce and distribute employee annual tax statements
File regulatory payroll tax forms

Verify AP pay file with purchase order vendor master file

Maintain/Manage electronic commerce
Audit invoices and key data in AP system
Approve payments
Process financial accruals and reversals
Process taxes
Research/Resolve exceptions
Process payments
Respond to AP inquiries
Retain records
Adjust accounting records

Establish and communicate expense reimbursement policies and approval limits

Capture and report relevant tax data
Approve reimbursements and advances
Process reimbursements and advances
Manage personal accounts

Establish scope and governance of treasury operations

Establish and publish treasury policies
Develop treasury procedures
Monitor treasury procedures
Audit treasury procedures
Revise treasury procedures
Develop and confirm internal controls for treasury
Define system security requirements

Manage and reconcile cash positions

Manage cash equivalents
Process and oversee electronic fund transfers (EFTs)
Develop cash flow forecasts
Manage cash flows
Produce cash management accounting transactions and reports
Manage and oversee banking relationships
Analyze, negotiate, resolve, and confirm bank fees
 Manage in-house bank accounts for subsidiaries
Manage and facilitate inter-company borrowing transactions
Manage centralized outgoing payments on behalf of subsidiaries
Manage central incoming payments on behalf of subsidiaries
Manage internal payments and netting transactions
Calculate interest and fees for in-house bank accounts
Provide account statements for in-house bank accounts

Manage financial intermediary relationships

Manage liquidity
Manage issuer exposure
Process and oversee debt and investment transactions
Process and oversee foreign currency transactions
Produce debt and investment accounting transaction reports
Process and oversee interest rate transactions
ging transactions
Manage interest-rate risk
Manage foreign-exchange risk
Manage exposure risk
Develop and execute hedging transactions
Evaluate and refine hedging positions
Produce hedge accounting transactions and reports
Monitor credit

s, and procedures
Establish board of directors and audit committee
Define and communicate code of ethics
Assign roles and responsibility for internal controls
Define business process objectives and risks
Define entity/unit risk tolerances
mpliance with internal controls policies and procedures
Design and implement control activities
Monitor control effectiveness
Remediate control deficiencies
Create compliance function
Operate compliance function
Implement and maintain controls-related enabling technologies and tools

Report to external auditors

Report to regulators, share-/debt-holders, securities exchanges, etc.
Report to third parties (e.g., business partners)
Report to internal management

Develop foreign, national, state, and local tax strategy

 Consolidate and optimize total tax plan
Maintain tax master data

Perform tax planning/strategy

Prepare returns
Prepare foreign taxes
Calculate deferred taxes
Account for taxes
Monitor tax compliance
Address tax inquiries
value proposition
Establish guidelines for applying pricing of services
Approve pricing strategies/policies
Negotiate pricing with Healthcare Payors

Determine pricing based on volume/unit forecast, government mandate, and commercial negotations
Execute pricing plan
Evaluate pricing performance
Refine pricing as needed

g-term vision
Confirm alignment of property requirements with business strategy
Assess the external environment
Make build, buy, or lease decision
Execute build, buy, or lease transaction

Design facility
Analyze budget
Select property
Negotiate terms for facility
Manage construction or modification to building

Acquire workspace and assets

Change fit/form/function of workspace and assets

Relocate people
Relocate material and tools

icies for productive assets

Analyze assets, and predict maintenance requirements
 Develop approach to integrate preventive maintenance into production schedule

nt, and tools

Design engineering solution for the manufacturing process
Install and commission equipment

work and policies

Research risk policies from an outside legal perspective
Determine risk tolerance for organization
Develop and maintain enterprise risk policies and procedures
Identify and implement enterprise risk management tools
Coordinate the sharing of risk knowledge across the organization
Prepare and report enterprise risk to executive management and board
e risk management activities
Identify enterprise level risks
Assess risks to determine which to mitigate
Develop risk mitigation and management strategy, and integrate with existing performance management proces
Verify business unit and functional risk mitigation plans are implemented
Ensure risks and risk mitigation actions are monitored
Report on risk activities
tional risk management activities
Ensure that each business unit / function follows the enterprise risk management process
Ensure that each business unit/function follows the enterprise risk reporting process

Identify risks
Assess risks using enterprise risk framework policies and procedures
Develop mitigation plans for risks
Implement mitigation plans for risks
Monitor risks
Analyze risk activities and update plans
Report on risk activities

nd policies
Develop enterprise compliance policies and procedures
Implement enterprise compliance activities
Manage internal audits
Maintain controls-related technologies and tools
e to materials policies

Develop regulatory compliance procedures

 Identify applicable regulatory requirements
Monitor the regulatory environment for changing or emerging regulations
Assess current compliance position, and identify weaknesses or shortfalls therein
Implement missing or stronger regulatory compliance controls and policies
Monitor and test, on an ongoing and scheduled basis, regulatory compliance position and existing controls, defin
Maintain relationships with regulators as appropriate

ations planning

across other parts of the organization

and safety impacts

Evaluate environmental impact of products, services, and operations
Conduct health and safety and environmental audits
HS program
Identify regulatory and stakeholder requirements
Assess future risks and opportunities
Create EHS policy
Record and manage EHS events

Communicate EHS issues to stakeholders and provide support

HS management program
Manage EHS costs and benefits
Measure and report EHS performance
Implement emergency response program
Implement pollution prevention program
Provide employees with EHS support

rnment bodies
dustry groups

g and manage application process

aw programs

Plan and initiate compliance program

Execute compliance program

Assess problem and determine work requirements

Engage/Retain outside counsel if necessary
Receive strategy/budget
Receive work product and manage/monitor case and work performed
Process payment for legal services
Track legal activity/performance

Manage copyrights and patents

Maintain intellectual property rights and restrictions
Administer licensing terms
Administer options

nts/contracts

ng to services delivered

nagement governance
Define and manage governance approach
Establish and maintain process tools and templates
Assign and support process ownership
Perform process governance activities
Establish and maintain process framework
Identify cross-functional processes

Scope processes
Analyze processes
Map processes
Publish processes

Provide process training

Support process execution
Measure and report process performance

Identify and select improvement opportunities

Manage improvement projects
Perform continuous improvement activities

Establish portfolio strategy

Define portfolio governance
Monitor and control portfolio

Establish program structure and approach

Manage program stakeholders and partners
Manage program execution
Review and report program performance

Establish project scope

Identify project requirements and objectives
Identify project resource requirements
Assess culture and readiness for project management approach
Identify appropriate project management methodologies
Create business case and obtain funding
Develop project measures and indicators
Develop project plans
Define roles and resources
Identify specific IT requirements
Create training and communication plans
Design recognition and reward approaches
Design and plan launch of project
Deploy the project
Execute projects
Evaluate impact of project management (strategy and projects) on
Report the status of project
Manage project scope
Promote and sustain activity and involvement
 Realign and refresh project management strategy and approaches
Review and report project performance
Close projects

Define critical-to-quality characteristics

Consider increased efficiency
Consider enhanced accuracy
Consider improved access to vital information
Define preventive quality activities
Develop quality controls
Define process steps for controls (or integration points)
Define sampling plan
Identify measurement methods
Define required competencies
Prove capability to assess compliance with requirements
Finalize quality plan

Test against quality plan

Conduct test and collect data
Record result(s)
Determine disposition of result(s)
Assess results of tests
Assess sample significance
Summarize result(s)
Recommend actions
Decide next steps

Assess potential impact

Determine immediate action(s)
Identify root cause(s)
Take corrective or preventative action
Close non-conformance
rprise quality management system (EQMS)
Define the quality strategy
Plan and deploy the EQMS scope, targets, and goals
Identify core EQMS processes, controls, and metrics
Develop and document EQMS policies, procedures, standards, and measures
Assess the EQMS performance
Create environment and capability for EQMS improvement(s)
Reward quality excellence
Create and maintain quality partnerships
Maintain talent capabilities and competencies
Incorporate EQMS messaging into communication channels
Assure independent EQMS management access to appropriate auth
 Transfer proven EQMS methods

Select process improvement methodology

Assess readiness for change
Determine stakeholders
Engage/Identify champion
Form design team
Define scope
Understand current state
Define future state
Conduct organizational risk analysis
Assess cultural issues
Establish accountability for change management
Identify barriers to change
Determine change enablers
Identify resources and develop measures

Assess connection to other initiatives

Develop change management plans
Develop training plan
Develop communication plan
Develop rewards/incentives plan
Establish change adoption metrics
Establish/Clarify new roles
Identify budget/roles

Create commitment for improvement/change

Re-engineer business processes and systems
Support transition to new roles or exit strategies for incumbents
Monitor change

Monitor improved process performance

Capture and reuse lessons learned from change process
Take corrective action as necessary

Develop governance model

Establish central KM core group
Define roles and accountability of core group versus operating units
Develop funding models
Identify links to key initiatives
Develop core KM methodologies
Assess the business's IT needs and engage IT function
Develop training and communication plans
 Develop change management approaches
Develop strategic measures and indicators

Assess maturity of existing KM initiatives

Evaluate existing KM approaches
Identify gaps and needs
Enhance/Modify existing KM approaches
Develop new KM approaches
Implement new KM approaches

performance strategy
Create enterprise measurement systems model
Measure process productivity
Measure cost effectiveness
Measure staff efficiency
Measure cycle time

Conduct performance assessments

Develop benchmarking capabilities
Conduct internal process and external competitive benchmarking
Conduct gap analysis to understand need for change and degree needed
Establish need for change
ents service offerings
mographics
presentatives

pportunities
ce certification
vices for executing the business strategy

nstraints, taxonomy, and derivation rules

delinquent accounts greater than time periods guided by state regulation.
ommercial negotations
erformance management processes
sition and existing controls, defining controls that should be added, removed, or modified as required
roject management approach
gement methodologies

ement (strategy and projects) on measures and outcomes

nvolvement
ement strategy and approaches

nformation

or integration points)

mpetencies
communication channels
ement access to appropriate authority in the organization
 Develop Vision and Strategy

Define the long-

term vision and Develop Manage strategic
values business strategy initiatives
Assess the external Develop overall Develop strategic
environment mission statement initiatives

Survey market and

determine
community's needs,
wants and Establish
perceptions of organizational Evaluate strategic
provider values initiatives
Evaluate strategic
Perform internal options to achieve Select strategic
analysis the objectives initiatives
Establish high-level
Establish strategic Select long-term measures metrics
vision business strategy for success

Conduct
organization Coordinate and
restructuring align functional and
opportunities process strategies

Create
organizational
design (structure,
governance,
reporting, etc.)

Develop and set

organizational goals
Formulate business
unit strategies
 Develop and Manage
Healthcare Services Market Healthcare Services

Understand
patients, Develop
Manage service markets, and marketing
portfolio Develop services capabilities strategy

Evaluate
performance of
existing services
against market
opportunities and Perform patient and Define offering,
evidence-based Perform medical market intelligence patient and referral
medicine research analysis value proposition
Define service Design, build Evaluate and
development business case, and prioritize market Define and manage
requirements evaluate services opportunities channel strategy

Confirm alignment
of service concepts
with business Test market for new
strategy or revised services

Manage service life

cycle

Manage service cost

and quality
et Healthcare Services Deliver Healthcare Services

Develop and
Develop and manage business
manage development Receive the Deliver care to
marketing plans plans patient for care patient

Establish goals,
objectives, and
metrics for services
by Schedule the Perform the initial
channels/segments Generate leads patient intake
Manage throughput
Establish marketing Manage referrals and schedule
budgets and accounts Verify insurance resources

Develop and
manage
traditional/digital/ Manage referral
social media marketing Register the patient Perform testing

Develop and
manage
promotional
activities/ Establish referral
sponsorships goals and measures Determine care plan
Track patient Establish referral
management management
measures measures Execute care plan
Deliver Healthcare Services

Initiate follow-
Discharge up
Manage medical patient from communication
documentation care with patient

Provide patient with

discharge
instructions, care
Update medical education, and
records orders
Review Solicit discharge
completeness of paper signature
medical records from patient

Submit and respond

to information Coordinate post-
queries discharge services

Release patient
 Manage Customer Service (patients, employers, payors and
other)

Measure and
Develop Manage patient Plan and manage evaluate
customer service care outreach customer service customer service
strategy programs operations operations

Measure customer
Develop customer Develop and satisfaction with
service implement patient Plan and manage customer
segmentation/priori care outreach customer service requests/inquiries
tization (e.g., tiers) programs work force handling

Measure customer
Monitor and satisfaction with
Define customer evaluate outcomes Manage customer customer-complaint
service policies and of patient care service handling and
procedures outreach programs requests/inquiries resolution

Cycle outcome
results into design Measure patient
Establish service of patient care Manage customer satisfaction with
levels for customers outreach programs complaints services

Monitor
participation and
compliance with
patient care
outreach programs
 Develop and Manage Human Cap

Develop and
manage human
resources (HR) Manage
planning, Recruit, source, Develop and healthcare
policies, and and select counsel provider
strategies employees employees workforce

Manage employee
Develop human Manage employee orientation and Monitor and adjust
resources strategy requisitions deployment labor level

Develop and
implement
workforce strategy Recruit/Source Manage employee
and policies candidates performance

Monitor and update

strategy, plans, and Screen and select Manage employee
policies candidates development

Develop
competency
management Manage new Develop and train
models hire/re-hire employees

Manage Applicant
Information Estimate workload
Schedule labor

Approve overtime
velop and Manage Human Capital

Manage
Manage Reward and employee
employee retain Redeploy and information and
relations employees retire employees analytics

Develop and
manage reward,
recognition, and Manage promotion
Manage labor motivation and demotion Manage reporting
relations programs process processes

Manage collective Manage and Manage employee

bargaining process administer benefits Manage separation inquiry process

Manage labor Manage employee Manage and

management assistance and maintain employee
partnerships retention Manage retirement data

Manage human
resource
Manage employee Manage leave of information systems
grievances Administer payroll absence (HRIS)

Develop and
implement Develop and
employee manage employee
outplacement metrics
Manage Develop and
deployment of manage time and
personnel attendance systems

Relocate
employees, and Review retention
manage and motivation
assignments indicators

Manage/Collect
employee
suggestions and
perform employee
research
 Manage Information Technolog

Develop and
implement
Manage the Develop and security, privacy,
Manage business of manage IT and data
employee information customer protection
communication technology relationships controls

Establish
information
Develop the Develop IT services security, privacy,
Develop employee enterprise IT and solutions and data protection
communication plan strategy strategy strategies and levels

Test, evaluate, and

implement
information security
Define the Develop and and privacy and
Deliver employee enterprise manage IT service data protection
communications architecture levels controls

Perform demand-
Manage the IT side management
portfolio (DSM) for IT services

Perform IT research Manage IT customer

and innovation satisfaction

Evaluate and
communicate IT
business value and Market IT services
performance and solutions
Manage Information Technology

Develop and Deliver and

maintain Deploy support
Manage information information information
enterprise technology technology technology
information solutions solutions services

Develop
information and
content Develop the IT Develop the IT Develop IT services
management development deployment and solution
strategies strategy strategy delivery strategy

Define the
enterprise Perform IT services
information and solutions life Plan and implement Develop IT support
architecture cycle planning changes strategy

Develop and
maintain IT services Manage IT
Manage information and solutions Plan and manage infrastructure
resources architecture releases resources

Perform enterprise Manage IT

data and content Create IT services infrastructure
management and solutions operations

Maintain IT services Support IT services

and solutions and solutions
 Manage Financial Res

Perform
planning and Perform general
management Perform revenue accounting and
accounting accounting Manage denials reporting

Perform Review A/R and

planning/budgeting/ account aging Manage policies and
forecasting Invoice the payor(s) queue procedures

Perform cost Perform

accounting and Process accounts retrospective denial Perform general
control receivable (AR) reporting accounting

Work
underpayments,
Perform cost Manage and process denials and Perform fixed-asset
management collections rejections accounting

Evaluate and Discuss account

manage financial resolution with Perform re-bill and Perform financial
performance internal parties appeals reporting

Process
adjustments/write
off balances
 Manage Financial Resources

Process accounts
Manage fixed- payable and
asset project expense Manage treasury
accounting Process payroll reimbursements operations

Perform capital Manage treasury

planning and project Process accounts policies and
approval Report time payable (AP) procedures

Perform capital Process expense

project accounting Manage pay reimbursements Manage cash

Process payroll Manage in-house

taxes bank accounts

Manage debt and

investment

Monitor and
execute risk and
hedging
transactions
 Acquire, Construct, and Manage Assets

Design and
construct/acquir Plan
Manage internal e nonproductive maintenance
controls Manage taxes assets work

Establish internal Develop property

controls, policies, Develop tax strategy strategy and long- Perform routine
and procedures and plan term vision maintenance

Operate controls
and monitor
compliance with
internal controls
policies and Develop, construct, Perform corrective
procedures Process taxes and modify sites maintenance

Define pricing
Report on internal strategy to align to Overhaul
controls compliance value proposition Plan facility equipment

Develop and Provide workspace Manage facilities

manage pricing and assets operations
nstruct, and Manage Assets Manage Enterprise Risk, Compliance, Remediati

Obtain and Dispose of

install assets, productive and
equipment, and nonproductive Manage Manage
tools assets enterprise risk compliance

Develop ongoing Establish the Establish

maintenance enterprise risk compliance
policies for Develop exit framework and framework and
productive assets strategy policies policies

Oversee and
coordinate Determine
Tag assets, enterprise risk anticipated
equipment, and Perform sale or management compliance to
tools trade activities materials policies

Coordinate business
Obtain and install unit and functional
assets, equipment, Perform risk management Manage regulatory
and tools abandonment activities compliance

Manage business
unit and function
risk
se Risk, Compliance, Remediation and Resiliency Develo

Manage
Manage environmental
remediation Manage business health and Manage business
efforts resiliency safety (EHS) processes

Determine Establish and

Develop the environmental maintain process
Monitor medical business resilience health and safety management
staff compliance strategy impacts governance

Perform continuous Develop and

Create remediation business operations execute functional Define and manage
plans planning EHS program process frameworks

Train and educate

Contact and confer Test continuous functional
with experts business operations employees Define processes

Monitor and
Maintain manage functional
Identify/dedicate continuous business EHS management Manage process
resources operations program performance

Share knowledge of
specific risks across
Investigate legal other parts of the
aspects organization Improve processes
Investigate damage
cause

Amend or create policy

 Develop and Manage Healthcare Capabilities

Manage
portfolio, Manage Capture and
program, and enterprise analyze data
project quality analytic program Manage change

Review medical
Manage portfolio charts Plan for change

Establish quality
Manage programs requirements Design the change

Evaluate
performance to
Manage projects requirements Implement change

Manage non- Sustain

conformance improvement

Implement and
maintain the
enterprise quality
management
system (EQMS)
abilities Manage supply chain

Develop and
manage
enterprise-wide
knowledge Plan for and
management Measure and align supply Procure
(KM) capability benchmark chain resources materials

Create and manage

organizational Develop
Develop KM performance Develop supply sourcing/contractin
strategy strategy chain strategies g strategies

Select suppliers and

Assess KM Benchmark Manage demand for develop/maintain
capabilities performance materials contracts

Create materials Order materials and

plan services

Plan distribution
requirements Manage suppliers

Establish
distribution
planning constraints
Review distribution
planning policies

Assess distribution
planning
performance

Develop quality
standards and
procedures
upply chain Manage External Relati

Manage
affiliation with Manage
university government and
Manage logistics medical and Build investor industry
and warehousing fellow programs relationships relationships

Plan, build, and Manage

Define logistics manage lender government
strategy relations relations

Plan and manage Plan, build, and Manage relations

inbound material manage analyst with quasi-
flow relations government bodies

Operate Manage relations

warehousing and Communicate with with trade or
PAR inventories shareholders industry groups

Operate outbound Manage lobby

transportation activities

Validate eligibility
Manage returns; for grant funding
manage reverse and manage
logistics application process
Manage External Relationships

Manage
Relationship Manage
with Providers relations with Manage legal Manage public
(Community and board of and ethical relations
Independent) directors issues program

Create ethics Manage community

Report results policies relations

Report audit Manage corporate Manage media

findings governance policies relations

Develop and
perform preventive Promote political
law programs stability

Create press
Ensure compliance releases

Manage outside
counsel Issue press releases
 Monitor vendor's
Protect intellectual service level
property performance

Resolve disputes
and litigations

Provide legal
advice/counseling

Negotiate and
document
agreements/contrac
ts
Manage service
vendors

Resolve
discrepancies
between SLA

Manage vendor
payments according
to services delivered