Issue link: https://beckershealthcare.uberflip.com/i/1147537
34 Executive Briefing Critical questions left unanswered Are your collectors spending too much time on hold? Are they working as many claims as they can when they call payers? Are they asking all the right questions and helping ensure payers' compliance with applicable laws? Is your quality assurance program effective, and does it drive ongoing improvement? Are your work- at-home collectors as productive as those in the office? Existing EHR RCM tools don't answer these questions. They shed very little light on collector performance. They don't have automation capabilities that enhance productivity. And they can't correct and prevent front-line issues that complicate account resolution. The fact is, providers that rely solely on EHR systems for RCM functions have no good way to manage, develop and empower A/R teams, even as account volumes increase and remote collections work becomes the norm. Limited functionality/visibility is particularly problematic when turnover is high and it does nothing to curb attrition. Considering all the financial pressures that large providers are now up against, the classic approach to A/R management (provide a burst of initial training and then hope for the best) falls painfully short of what's required. For A/R teams everywhere, high churn, inefficiency and super-tight margins have become routine. Employee disengagement is a major culprit, but it's not the root cause. Managers and collectors simply lack the capabilities and insights they need to ensure accountability and create a virtuous cycle of improvement. Studies have shown that on-site and work-at-home employees are more engaged, more effective and likelier to stay put when they have the tools they need to improve on the job: • Regular, intentional coaching and training as part of an ongoing performance management program. To make the program work, managers need meaningful real-time data that reveal errors, productivity gaps and progress toward performance goals. • Automated functions that drive productivity. Easy access to information, prioritization of accounts, and the means to optimize payer calls and minimize hold times make it easy for collectors to recover revenues. A simple addition to an existing EHR system can provide these operational boosts to speed up the revenue cycle, help lower attrition rates, and allow A/R teams to do more with less — with a substantial impact on the top and bottom lines. Enhancing ROI for existing systems For hospitals, health systems and ancillary providers that have invested heavily in their existing EHR RCM tools, adding a "bolt on" A/R workflow management platform may not be the right fit. A complementary product, which is designed to work in harmony with existing EHR workflow, work queues and claim screens, doesn't nullify the core EHR investment. On the contrary, it enhances the functionality and workflows providers already have in place. Building an Accountable Collections Team Accountable collectors are always clear on their priorities. They handle payer calls knowledgably and precisely. They aren't hamstrung by lengthy hold times. And their performance is continually measured, with team leaders providing timely feedback that accelerates collectors' professional growth. Over time, accountable collectors become increasingly effective, engaged and valuable. There are three crucial aspects of A/R operations that will help providers better manage on-site and at-home collectors and bring accountability to the revenue cycle process: • Visibility into collector performance – voice and data monitoring, dashboard displays, performance alerts and collector rankings • Management of collector performance – automated QA tasks, audits and data, for more relevant scorecards • Improvement of collector performance – work queue scheduling, insurance hold manager, look-ahead functionality, and access to dynamic content for improved adherence to varying state regulations Accountability in A/R: Essential to have, easy to achieve As labor costs rise and reimbursements shrink, many A/R operations aren't serving their essential purpose. Instead of being a net plus for large healthcare providers, they're inhibiting these providers' ability to make headway. By now, most providers have invested heavily in new EHR systems, which have helped transform healthcare delivery, operations and RCM. But big questions about collector performance remain. Constant hiring and onboarding, bare-bones training, and inadequate tools and support continue to take their toll. Fortunately, this problem isn't intractable. And it needn't be painful to fix. There is a cost-effective, EHR-friendly, easy-to-implement solution that complements and enhances existing functions and Doesn't initiate or require changes to host processes or workflow. The Artiva Magnify™ solution from Ontario Systems works in harmony with existing EHRs to provide that missing piece providers need: effective A/R team management and tools that bring accountability to the revenue cycle process. When collectors finally have what they need to work better, smarter and faster — and become more engaged, motivated and loyal — providers are bound to see healthier returns. Ontario Systems is a leading provider of healthcare revenue cycle management software. Its comprehensive Artiva HCx™ solu- tion enables providers to aggregate data from multiple systems for streamlined patient responsibility, insurance follow-up, and denials management. The solution provides exception-based workflows, automated claim statusing, and integrated embed- ded data enhancement ensuring the highest yield accounts are worked, productivity is improved, and there is a reduced cost to collect, all through a singular process for the business office. Providers looking to boost collector productivity and improve QA turn to the Artiva Magnify™ solution. With a simple implementation that can be completed in as little as 60 days, the Artiva Magnify solution shortens payer hold time and ensures collectors work multiple claims per call; monitors collectors' activity whether they're on one site, multiple sites, or working from home; and complements an existing EHR with real-time reporting dashboards that allow measurement of key performance indicators.