Going Paperless: University Hospitals' Case Study on Going to an Electronic-Only Medical Staff Office - On-Demand

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Going Paperless: University Hospitals' Case Study on Going to an Electronic-Only Medical Staff Office - On-Demand

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Going Paperless: University Hospitals' Case Study on Going to an Electronic-Only Medical Staff Office - On-Demand

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Available ON-DEMAND

Presented on:
Tuesday, January 31, 2017

Presented by:
Kevin Kelley, BA
Barbara Warstler, MBA, CPMSM, FASPR
Lisa Zuppert, BA, CPMSM

Level of Program:

How many stacks of paper are on your desk right now? How much time do you spend filing, printing documents, and preparing binders for meetings? Don’t waste time searching through mounds of paper looking for a specific document. Make the move to a paperless medical staff office and feel the freedom wash over you!

University Hospitals transitioned to a paperless medical staff office, and expert speakers Kevin Kelley, BA; Barbara A. Warstler, MBA, CPMSM, FASPR; and Lisa M. Zuppert, BA, CPMSM, can advise you on making the change as well. Using their personal experience, they will help you develop a step-by-step guide, identify the tools needed, learn how departmental efficiency will increase, and define the metrics that will measure your success.

About University Hospitals: 

University Hospitals (UH) is a Cleveland-based health system with over $4 billion in annual revenues, over 25,000 physicians and employees, and a national reputation for the highest-quality healthcare. UH is home to University Hospitals Case Medical Center, the primary affiliate of Case Western Reserve University School of Medicine, a 1,036-bed academic medical center at the center of UH’s integrated system. Within that system are 14 medical centers, three surgery centers, two rehabilitation hospitals, 33 outpatient health centers, 13 urgent care centers, and more than 250 physician offices across Northeast Ohio.

At the conclusion of this program, participants will be able to: 

  • Develop a step-by-step list for transitioning to a paperless office 
  • Identify the tools needed to make the transition 
  • Describe how going paperless can increase departmental efficiency 
  • Define metrics to measure the success of the transition 

Who Should Listen?

  • Medical staff professionals 
  • Medical staff coordinators 
  • Medical staff services directors 
  • Medical staff services managers 
  • Credentialing coordinators 
  • Credentialing specialists 
  • Quality directors 
  • Quality managers 


  • The process of transitioning to a paperless office 
    • How to get started 
    • Shifting the paradigm of how we work 
    • How to excel at data management 
  • The benefits of going paperless 
    • Increasing efficiency 
    • Working remotely 
    • Appealing to providers submitting medical staff applications 
  • The planning process 
    • Who should be on the implementation team? 
    • How far back in time should documents be scanned? 
    • How will paper that comes in during the transition be handled? 
  • Tools needed to transition to a paperless office 
  • Demonstrating value: Return on investment 
    • Establishing metrics and goals to measure success 
    • Communicating success to stakeholders 
  • Live Q&A

Continuing Education

NAMSS - (Live Only) - This program has been approved by the National Association of Medical Staff Services for 1.5 continuing education unit(s). Accreditation of this educational program in no way implies endorsement or sponsorship by NAMSS. (Ability to claim CEU’s for this webinar expires on: 1/30/2018)

Meet the Speakers

Kevin Kelley, BA, is a credentialing database administrator for University Hospitals (UH) health system in Cleveland. In this role, he managed the system privilege form program, played a major role in developing UH’s systemwide reappointments, helped establish MSOW as the system’s database, managed projects to integrate new facilities into the health system, and led the initiative to become a paperless office. Kelley joined UH in 1994 as a technical support analyst in the quality department. In 1997, he transferred to the credentialing department as the MD information systems coordinator, where he was responsible for the delegated credentialing program, referring physician program, privilege forms, and the maintenance of medical staff and house staff records, among other duties. He became a medical staff coordinator in 2000. While in the medical staff department, he developed in-house databases to increase efficiencies. Kelley left UH in 2002 to start his own consulting company, where he developed a proprietary database to assist physicians with hospital credentialing and licensing, then returned to UH in 2006. He earned his undergraduate degree from Kent State University.

Barbara A. Warstler, MBA, CPMSM, FASPR, is the director of medical staff services and credentialing at UH, where she began in 2007 as the manager of the medical staff office. In 2010, she was promoted to director of medical staff services and credentialing as a result of a merger between the two departments. Under Warstler’s leadership, UH’s medical staff services and credentialing department has centralized into a systemwide corporate department that serves as the health system’s source of practitioner data, feeding the intranet, internet, mobile app, electronic medical record, and billing computer systems. Because of this integration, Warstler was able to remove over 25% of redundant expenses from the department’s operating budget in one year. The department transitioned to working paperlessly and with a systemwide reappointment cycle in 2011-12. Warstler led the integration efforts for six new hospital medical staffs into the system. She developed a career ladder program for the department to encourage employee development and an internship program with healthcare administration students from the University of Toledo and Ohio University to increase awareness of the medical staff services profession. Warstler has more than 17 years of experience in credentialing, medical education, physician relations, and physician recruitment. She completed a fellowship in medical staff development and earned her certification as a physician recruiter through the American Academy of Medical Management, is a certified fellow in the Association of Staff Physician Recruiters, and holds Certified Professional Medical Services Management (CPMSM) certification.

Lisa M. Zuppert, BA, CPMSM, is the manager of credentialing information systems for UH, which she joined in 1992 as a medical staff coordinator. In 2006, she was promoted to manager and led the implementation of the MSOW database at UH Case Medical Center. Under Zuppert’s leadership, MSOW was taken systemwide in 2008 to become the enterprise solution for practitioners’ data and credentialing. Zuppert has developed MSOW training materials, led countless projects to improve data flow and utilization within the health system, improved communications between providers and patients, and reduced administrative expenses. She helped the credentialing department become paperless, revolutionized the reappointment process within the UH system, and sparked the use of numerous MSOW user-defined fields and customizations to support system initiatives beyond the traditional credentialing function. Under Zuppert, UH’s credentialed, graduate medical education, and referring provider data, totaling over 70,000 providers, is the most accurate it has ever been. Beyond her data leadership role, she also developed and implemented the credentialing department’s sustainability program. Zuppert earned her undergraduate degree in psychology from Cleveland State University, has maintained her CPMSM certification since 1994, and is certifed in Lean Six Sigma. 

Webinar system requirements and program materials: 

To fully benefit from the webinar experience, please note you will need a computer equipped with the following: 

Browser: Microsoft Internet Explorer 6 or later, Firefox, Chrome, or Safari, with JavaScript enabled 
Internet: 56K or faster Internet connection (high-speed connection recommended) 
Streaming: for audio/video streaming, Adobe Flash plug-in or Safari browser on iOS devices 

Prior to the webinar, you will receive an email with detailed system requirements, your login information, presentation slides, and other materials that you can print and distribute to all attendees at your location. 

No problem. The On-Demand version is now available. Use it as a training tool at your convenience—whenever your new or existing staff need a refresher or need to understand a new concept. Play it once or dozens of times. A $199 value! 

Participation in the webinar is just $199 per site. All materials must be retrieved from the Internet. 

Call your customer service representative toll-free 800-650-6787 or email customerservice@hcpro.com if you have questions.