Issue link: https://beckershealthcare.uberflip.com/i/717576
Find out more. Call 866.817.5738 or visit us online at athenahealth.com For example, Betzer noted, there were initially some billing issues that needed to get resolved. "We worked together with athenahealth to fix issues based on our provider type. We are not a regular clinic or hospital. We have different billing rules." She was grateful that athenahealth team members worked with her to resolve the issues in a timely manner so that they wouldn't happen again. "Our [account] manager assists us with any cases we have open," said Betzer. "If we express urgency to her, she helps push them to a higher priority. The call center is very helpful. The call center team is very knowledgeable and takes time to understand what we are requesting. We work together to complete what we need to." Better Use of Staff Time The billing staff likes the workflow of athenaCollector for Hospitals & Health Systems and Betzer appreciates how much more efficiently they can use their time. "From the front-end processes, the admissions process, the coding process, to the entry of charges—it's all more user-friendly than the products we've had in the past," said Betzer. "The tasks all flow together. There's no 'try to find this and then come back in.'" One key advantage of athenaCollector is the eligibility checking that athenahealth handles on the hospital's behalf. "We're like a kid in a candy store with eligibility verification," said Betzer. "We've never had that before. It's a huge time saver for our staff." "Of course we're a little overwhelmed because we're still learning," Betzer points out. "But each week we get more familiar with athenaCollector. And we get support when we need it." Betzer is especially relieved that she doesn't have to field problems anymore from her billing staff. "In the past, everybody came to me with problems," she said. "I'd have to collect and submit the problems to a contact." Now, she said, "I refer my staff to athenahealth directly for any questions they have. That works well. I appreciate being able to have an individual call with an issue." Staff can quickly resolve their own questions. As an added bonus, with such strong support and a clear workflow, Betzer points out it is much easier to assign responsibilities to staff. Claims Don't Disappear Part of what makes Betzer and her staff happy—and productive— is the intuitive way the workflow is structured in athenaCollector. "Before, everybody was following up claims in folders," said Betzer. "I looked at this, now I have to come back and check it." But athenaCollector uses 'hold buckets' to show claims that need attention. "No one wants to see anything in their hold buckets," said Betzer. "But it's a good way to make sure nothing gets left out." Now, Betzer explains, "Claims don't disappear. You don't have to wait 45 or 60 days to get a response, when it comes back from the clearinghouse with denial information. It's immediately placed in a bucket that's assigned to somebody and it's there until it gets resolved." Practicing Business Better Soon after implementing athenaCollector for Hospitals & Health Systems, Betzer noticed that cash flow increased. "We have up weeks and down weeks for cash flow, but in general it's faster. athenahealth helped us get all our providers enrolled with payers for electronic claims submission (EFT), so that has improved cash flow immensely. We're not waiting for that money like we used to." Besides faster, more consistent cash flow, Betzer says she is excited about being up to date with technology. "We serve an older community, and everyone hates change. But the technology we use now is frosting on the cake," said Betzer. "athenaCollector's technology, the workflow, and the work athenahealth does on our behalf makes us productive and able to practice business better." And she sees athenaCollector for Hospitals & Health Systems as a key factor in stabilizing and standardizing her staff's work. "In six months, I see myself being able to go on vacation—and not having to fret about things getting done," said Betzer. "Within the next few months, the workflows are going to be simple. We're going to have the right people assigned to tasks. It's going to be organized and managed." © May 2016 * These results reflect the experience of one particular practice and are not necessarily what every athenahealth client should expect. Because each client uses the information provided by athenaOne for Hospitals & Health Systems in different ways to improve its operations, comparative results are not available to show average performance improvements. The work athenahealth does on our behalf makes us productive and able to practice business better. " A leading provider of network-based services and mobile tools for medical groups and health systems.