Issue link: https://beckershealthcare.uberflip.com/i/1372822
46 Executive Briefing As a result of this experience, Mr. Law has learned several important lessons Mr. Law conveyed five lessons from this experience. 1. Our people are the key. This was not a new lesson for Mr. Law, but he attributes Zotec's ability to streamline Indiana's testing and vaccination process to the company's amazing people. "I think our team is incredible," he said. "And I want to thank the team that has been so instrumental in doing this for our company and the state." 2. Passion is a powerful motivator. Zotec's team was aligned and focused, and had deep passion for helping the people in Indiana. Mr. Law said, "If you have a passion for doing what you do, that is an incredible power that gets people to walk through walls and do whatever it takes to get something done." 3. Crises drive collaboration. This crisis has driven unprecedented collaboration among various healthcare stakeholders including hospitals, vaccine sites, the state and various federal agencies. As part of this collaboration, Zotec has managed the interoperability and in Mr. Law's view "has been the glue that kept it all together." Mr. Law is hopeful that this collaboration can continue. 4. There is great value in simplicity. Healthcare is incredibly complex. That provides an opportunity for companies such as Zotec to simplify the system for both patients and providers. Zotec's mission is to provide seamless solutions and simplify the complexities surrounding the interoperability of systems. 5. Public-private partnerships can produce amazing results. Mr. Law acknowledged that prior to the pandemic, he thought that sometimes government bureaucracy could be slow to respond. He now has a completely different view. Based on his firsthand experience working closely with state government, he shared, "The people at the Department of Health in Indiana are tireless advocates for patients and Hoosiers. We worked arm in arm with them." Mr. Law now has a new admiration for government progress and is proud of what this public-private partnership has been able to accomplish. Changes and innovations during the pandemic will improve healthcare in the future As a result of Zotec's vaccine information management system, Indiana now has a technology platform that can be used to contact and educate millions of Indiana residents. Such a system can help address health equity issues, among other future possibilities. For Zotec, this experience has highlighted the importance of patient access. Mr. Law said, "We definitely see patient access being an area where we are going to focus a lot of our attention. The fact that we just scheduled our four-millionth patient in just a few months is significant. That capability means we can go to virtually any health system and be their patient access provider. A patient can schedule online, can register, we can make sure they have insurance, check their eligibility and tell them what it's going to cost them." He summarized, "Simplifying healthcare is our mission; it has been all along, but it's been on the back end, and is now moving to the forefront." Mr. Law also believes the pandemic has increased the adoption and use of technology in healthcare and has fundamentally altered consumer expectations. In the future, patients are going to expect an interaction with their physician and a payment experience like they had during COVID. They are going to want concierge service where they have a telehealth visit and their payment is processed seamlessly. Mr. Law sees consumers wanting to be able to pay for healthcare in multiple ways, such as having payment plans, and paying through Apple Pay, Google Wallet and more. He believes these changes bode well for Zotec, which has the infrastructure, people and expertise to bring together the necessary insurance information and to process payments from multiple sources. While Mr. Law certainly didn't anticipate the pandemic, didn't plan for Zotec to develop a vaccine information management system and didn't plan to partner with the state of Indiana, he is proud of how his company has pivoted. He is optimistic about the future and is excited how Zotec can leverage its revenue management capabilities with its entirely new patient access capabilities. n Zotec Partners is one of the country's largest, privately-held, technology-enabled revenue cycle management (RCM) and healthcare solutions companies for providers and their patients. Since 1998, Zotec has developed and deployed solutions and services for healthcare organizations of all sizes and specialties with proprietary technology, people-centered service, and measurable results. An innovator in the business of healthcare, Zotec delivers financial and patient experience solutions to providers that transform their healthcare business relationships and simplify some of the most complex processes in healthcare. Today, Zotec manages more than 120+ million medical encounters annually, and counting, and is the chosen partner for thousands of providers across the nation, improving the lives and relationships of patients and providers through intuitive interfaces, revenue cycle processes, deep analytics, clear price transparency, actionable reporting, and simple information sharing. To learn more, please visit www.zotecpartners.com.