How Order Management Improved Care Delivery and Cash Flow for a New York Home Health Agency
Individualized care is a priority for HCR, and their care is driven by providers’ orders which requires extensive external communication and support staff, particularly for patients with complex care needs.
The company uses two separate electronic medical records (EMR) programs, which means a lack of unified order management. Tasks were previously assigned in each EMR and individual documents were stored on local servers.
With no way of connecting EMR information, representatives had to manage order status using an open-response comments field. That meant using the same field for patient notes and the number of fax attempts to physicians. They had to manually enter the receiving physician’s information to send a fax.
Additionally, many patients had records on both EMRs. Without a system tying the two together, HCR had no way of developing a cohesive process that could be duplicated in each system or streamlining communication to providers. This slowed the process and prevented HCR from building the kind of provider relationships they wanted and getting claims out to payors for reimbursement.
HCR Home Care knew they needed to improve their order management process. They had to reduce or eliminate manual order processing and improve process automation to increase efficiency.
HCR Home Care had two primary goals, to strengthen ties with patients’ healthcare providers and reduce held charges.
To accomplish these goals, they needed to shorten the turnaround between sending a patient’s orders to receiving a provider’s signature. That meant overhauling order processing and creating a unified e-Sign portal covering both EMRs.
HCR wanted the solution to also allow for better process and document management. With more visibility on how team members used their time and documents move through our systems, managers could increase efficiencies in staffs process and fast-track the receipt of orders to improve the timeliness in which we have comprehensive medical records.
At the time, HCR Home Care was already working with several WorldView applications to manage medical records, human resources, and accounts payable documentation. Since a primary goal was to bring everything under one umbrella, a WorldView partnership was a natural choice.
As an experienced collaborator, WorldView could create integrated content management functions that used the same HCR data. Such integrations would allow HCR to track communication across both existing EMRs, and prevent employees’ workflow disruptions. The company could also minimize the time needed to learn new systems.
Most importantly, as a valued partner, WorldView, known in the industry for its enterprise content management systems, had the trust of HCR Home Care and its personnel.
WorldView’s Action Plan
After a detailed discovery process, WorldView migrated all HCR records to the new system. There were fundamental changes to intake, authorizations, and order management. With the same resources, HCR could now track physician orders efficiently, deliver more quality care and release claims faster.
Since implementing WorldView’s strategic plan, HCR’s turnaround for patient orders has shortened from nine days to six. Automatic faxing played a key role.
HCR has also seen a significant reduction in claims holding for unsigned orders. The new system implementation occurred at the end of 2021. At the end of February, claims holding had dropped from over $305,000 to under $100,000.
HCR has also noticed improved order visibility, including sending dates and times, follow-up actions, and related productivity levels. Managers and employees can now effectively triage workflow.
One of the best improvements has been tracking orders by the number of days outstanding, allowing EMR specialists to prioritize orders based on age. Compliance with filing deadlines has improved, as has cash flow. Unsigned orders have decreased by 17%.
Staff use of time has improved dramatically as well. HCR reports that its three full-time employees now can work more efficiently and effectively with the clinical team and provider partners.
A Smooth Transition
HCR describes the process as “an easy transition.” They credit WorldView’s dedicated support team, which provided excellent customer service and helpful resource guides.
HCR has found WorldView’s customer support professionals to be knowledgeable, well-organized, and thorough. They recall a team that went above and beyond to ensure any necessary support was available.
A Top-Down View
With two disconnected EMRs, HCR Home Care spent too much time sending patient orders and inundated providers with orders on an almost daily basis. It was also hard to tell which orders were on-time or overdue.
WorldView expanded HCR’s productivity by creating a unified content management system. Since then, the turnaround to a physician’s signature has decreased, staff productivity has improved and provider satisfaction has been elevated.
The HCR team appreciated the smooth migration to the new order management system and is looking forward to further work with WorldView.
About HCR Home Care
HCR Home Care of Rochester, New York, is a Certified and Licensed Home Health Care Agency and Health Home Care Management provider. They offer a full spectrum of in-home health care and social services ranging from nursing, therapy and rehabilitation, personal care and assistance with activities of daily living, and care management.
“If we dream it, you can make it happen. I feel like I live in Disneyland when I work with WorldView!”
PMP Compliance Director
HCR Home Care
85 Metro Park, Rochester NY 14623