The challenge As in many health systems, charge capture leakage was an ongoing problem for Novant Health. Human error, new charges, and new team members not yet familiar with the workflow all contributed to missed charges and lost revenue. The charge capture tool Novant Health was using required extensive review to identify real missing charges and did nothing to prevent them from happening again. “We knew we had opportunities to improve our charge integrity,” said Harriett Johnson, Novant Health’s Assistant Director, Revenue Integrity. “We wanted to educate our clinical teams on what those opportunities were, but to do that, we had to go beyond typical issues like human error. We needed to identify trends and patterns that could explain why we were missing charges.” Althoug

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