Turn Vague Performance Expectations Into Tracked Commitments
eClinicalWorks can show you this month's clean claim rate or denial rate if you go looking for it. It can't tell you whether that number met the standard you actually committed to, or who owns fixing it if it didn't.
This checklist scores 96 SLAs across 12 domains, from front desk eligibility checks through executive reporting, against real industry targets: clean claim rate at 95 percent or above, A/R under 35 days, denial rate under 5 percent. Every SLA gets a named owner, a status flag, and a place to attach evidence, so nothing stays a verbal commitment.
What's Inside This Checklist?
One workbook, four tabs: the full SLA checklist, a domain-level scorecard, an executive dashboard, and an overview to get everyone oriented.
1. Patient Access, Charge Capture & Coding
- Front desk SLAs cover eligibility verification, POS collection, and authorization confirmation before the visit even happens
- Charge capture SLAs track encounter closure and charge lag, since a signed note that sits for three days is a charge that hasn't been billed yet
- Coding compliance SLAs cover ICD-10 validity, E&M documentation support, and NCCI edit violations before submission
- Each SLA lists its own eCW report path, so pulling the actual number takes minutes, not a hunt through menus
2. Claims, Denials & Payment Posting
- Clean claim rate, electronic submission rate, and payer acceptance rate get their own tracked targets, not one blended number
- Denial management SLAs cover categorization speed and appeal filing deadlines, not just the denial rate itself
- Payment posting SLAs track ERA auto-posting and unapplied cash, since a payment sitting unposted looks like a payment that never arrived
- Every SLA carries a severity level, Critical, High, or Medium, so breaches get triaged instead of treated equally
3. Collections, A/R, Authorization & Credentialing
- Patient collections SLAs cover statement timing, payment plans, and charity care processing
- A/R management SLAs track aging buckets and days in A/R against the industry standard, not just a raw dollar total
- Prior authorization and credentialing SLAs catch the upstream gaps that turn into denials weeks later
- eCW-specific system SLAs cover claim edit rules, ERA enrollment, and user access audits inside your actual instance
4. Scorecard, Dashboard & Governance
- The Scorecard tab rolls every domain into a compliance percentage automatically, no manual tallying
- The Dashboard tab gives leadership a real-time snapshot: total SLAs met, breached, and by domain
- Named Owner fields assign individual accountability, not just a department name
- Evidence and Notes columns keep the checklist audit-ready for CMS or payer review
Built for Healthcare Leaders Responsible for RCM Accountability
Built for the people who need a specific answer when someone asks whether the revenue cycle is actually on target.
