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Consolidated Patient Account Center (CPAC)
Frequently Asked Questions
1. How many CPACs are being created?
The Veterans Health Administration (VHA) has selected seven consolidated patient account Centers (CPAC) as the optimal number of locations based on workload, estimated implementation costs, potential geographic synergies between the revenue center and other VHA facilities, and best practices within the health care industry.
2. Where are the CPACs located?
The host locations for the seven CPACs are Asheville, NC (Mid-Atlantic); Middlleton, WI (North Central); Smyrna, TN (Mid-South); Lebanon, PA (North East); Orlando, FL (Florida & Caribbean); Leavenworth, KS (Central Plains); and Las Vegas, NV (West).
3. When will the CPACs be implemented?
Four CPACs are fully operational including Mid-Atlantic (2009), North Central and Mid-South (2010), and Florida/Caribbean (2011). Three additional CPACs (North East, Central Plains and West) will be completed in FY 2012.
4. How will the CPAC implementation affect current billing functions?
Each VA medical center (VAMC) will maintain ownership of key Veteran-facing revenue cycle functions (for example, eligibility, insurance capture, and coding) and will continue to provide these services using medical center staff. Responsibility for the remaining revenue cycle processes (for example, billing, insurance verification, refunds, and co-pays) will be transferred to the regional CPAC that will provide these services.
5. How many CPAC positions are available?
The number of staff for each CPAC is determined by the estimated workload for the serviced Veterans Integrated Service Network (VISN). Each CPAC is projected to have between 300 and 600 full-time employees, once fully operational. In addition to the CPAC -based employees, each medical center will have 5 - 10 CPAC positions: one facility revenue manager (GS-12), one revenue utilization nurse (Level II or III), and between 3 and 8 facility revenue technicians (GS-7).
6. Why was the CPAC business model selected?
VHA selected the CPAC business model because it offers VHA the best opportunity to achieve superior levels of sustained Revenue Cycle Management. The CPAC model deploys industry proven methods, processes, business tools, and increased accountability at all levels of the organization.
7. Why should VA make this change to the operating model?
Although VHA has made significant strides in improving the effectiveness and efficiency of its revenue functions over the past several years, additional gains are best achieved through the adoption of industry best practices such as the consolidation of revenue functions.
8. Is VHA recruiting for CPAC positions?
The recruitment process for the final three CPACs (North East, Central Plains, and West) is underway. All CPAC positions are announced on USAJobs.gov.
9. Will Veterans be affected by consolidation?
The consolidation effort will not affect Veterans. Veterans will still have the ability to talk to someone in person at their medical center if they have questions or concerns about their bills or co-pays. Learn more by downloading this fact sheet for Veterans [Adobe PDF, 1 page, 144kb].
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