WEBINAR RECORDING

How Order Management Improved Care Delivery and Cash Flow for a New York Home Health Agency​

HCR Home Care sought an enhanced order management system and chose WorldView. In under a year, they saw improved cash flow and quicker patient care delivery. Discover how HCR optimized patient information and removed inefficiencies by transitioning to WorldView.

WEBINAR TRANSCRIPT

We'll go ahead and get started with today's presentation, where we'll be focusing on health care management improves care delivery and cash flow for a New York home health agency.

So first, I'd like to start by doing a couple of introductions and going through a brief agenda for today's webinar.

So my name is Sarah Golden, and I'm one of the account managers here at WorldView.

I've been with WorldView for about three and a half years. And over my time here, I've had the pleasure of working with a large majority of our health care customers, and we do have a very special guest with us today.

Christina Fredericks is with us, and she is the compliance director for HCR Home Care of Rochester in New York. And today, we'll be highlighting her experience with WorldView and letting her share a little bit with us about how partnering with our team has helped to maximize their business outcomes, streamline their business processes, and significantly turn around order time as it relates to order management.

Following that, I'll share a little bit more with you about who we are as Broadview and what we do as a company. And then to end our time together, we'll go through any questions that you may have for Christina or myself.

HCR Home Care's Experience

So over the last couple of years, I've had the pleasure of working directly alongside Christina myself, and she has continuously said, if we can dream it, you can make it happen. I feel like I live in Disneyland when I work with WorldView.

HCR has actually been a customer of ours since about twenty fifteen.

And with that, I will go ahead and turn things over to you, Christina, to share a little bit more about what we what HCR does as a company, a little bit more about yourself, and a little bit more about how, partnering with WorldView has provided some efficiencies and benefits to your team.

Good, morning or afternoon, everyone.

My name is Christina Fredericks as Sarah mentioned, and thank you, Sarah.

And I am the compliance director with HCR Home Care.

I first just wanna give a shout out to WorldView and really thank you for allowing me to be a co presenter here today and share our experience with the orders management solution.

I am a certified project manager. I have been with HCR for a little over twelve years.

And a little bit about HCR, we're a home care agency that provides certified and licensed home health care as well as, we're a downstream provider of home I'm sorry, health home care management services, which is a Medicaid funded program, here in New York state. We are headquartered in Rochester, New York, but we actually, provide our services across twenty three counties in upstate New York.

As Sarah mentioned, HCR has been utilizing WorldView for the past six years to process medical record documents into our primary, electronic medical record system. We've also taken advantage of WorldView's more customized document management services to create systems that maintain our HR personnel records, our accounts payable invoices, and our health home care management documentation.

A little bit about I'm gonna, transition now into how we started, down the path of the order management solution. So in two thousand twenty, HCR transitioned its licensed agency to a separate EMR, which created a disconnect in our orders management process.

Some of the barriers that we were up against with this, transition and and divide is that we were no longer, able to have complete visibility of all orders going out to providers in one place. So we found that we were often sending orders to the same provider, sometimes multiple times in a single day.

We didn't have a good handle on what orders needed follow-up, what orders were nearing timely filing from a billing perspective, or what orders required, escalation or were being worked through an escalation process.

There simply wasn't a cohesive process.

In the old way, of processing orders, we utilized only notes to track status and last fax dates.

We had to manually fax orders one by one, and we found that our staff were doing that really throughout their day. It was a big bulk of what they were doing.

Sometimes, as I already mentioned, we would send orders the same provider's offices especially with that transition to the the two EMRs.

Because of this, process that we were managing, we we didn't really have the visibility into how our team was working, or the ability to identify if there are efficiencies to be had in their processes.

This visibility became a necessity for us especially with the division of those two EMRs.

That's when we sought, WorldView out to help us.

And WorldView, we really look to them to help us create a unified system that would reduce those manual processes that I mentioned, improve automation, give us greater insight into how we work and what we are working from a team management perspective, increase our overall productivity and gain efficiencies in our work.

We had two primary goals, when we made the transition to WorldView.

One was to strengthen our ties with our providers to really kinda get out from under that daily faxing, and a lot of those manual processes to be able to build those relationships up and reduce our health charges.

We here at HCR typically don't like claims holding for over thirty days, and with that order enter to approval times, it really was on our order and it still is on our orders management team, to reduce that sent to sign time.

Results and ROI

So we transitioned, to WorldView, order management system in December of twenty twenty one, so just this past December.

Immediately, we gained efficiencies in our staff's productivity with the auto fax feature that WorldView offered us. We have our fax feature set up to go every seven days, and this again allowed our staff to free up their their day to day time to really build those relationships with those providers, and to conduct follow-up on those outstanding orders.

We've seen improvement in provider satisfaction, because we're no longer sending them multiple faxes throughout, the day. They only receive one fax from HCR every day, and we bundle those faxes from both of our EMRs, which is a significant, improvement that WorldView has offered for us.

In the last five months, we've seen a seventeen percent decrease in the volume of unsigned orders as our turnaround time from sent to sign went from nine days to six days.

We also saw a reduction in those claims holding that I was mentioning.

We dropped over two hundred thousand in just a few months.

The integration of our licensed agency EMR, which I mentioned we we separated out, took some thought and additional build on the part of WorldView as that EMR didn't have an existing integration agreement with WorldView.

However, as Sarah mentioned, I often feel like if we dream it, WorldView can make it happen.

So they were able to create a solution that we were able to were able to flow our orders in, through that EMR non integrated and export them out for attachment, but having that orders management component live in WorldView for both systems.

At the time we implemented orders management, we also transitioned the work of our intake and authorization departments over to WorldView so that all incoming faxes were flowing into our organization in the same way. And we were taking advantage of all of the integrated services offered between WorldView and our primary EMR for our certified agency.

Having all of these departments working in WorldView, also allows us, to flow faxes between the teams with ease further improving our timeliness and efficiencies.

Shortly after, our implementation in December, in March, we also implemented the use of WorldViews Mobile Complete with our field staff. So at this point in time, we're really taking advantage of many, of WorldView's, system offerings.

The entire migration to these new systems was very smooth. I particularly enjoyed the discovery process with WorldView, which was extremely thorough and insightful.

They were always asking us questions about process, that we never thought we could ever have, especially within, a system. Again, we dreamed it. They made it happen.

Some of those, that we utilize in orders management include the ability to tag certain orders, which we use to prioritize our order follow-up and manage daily task assignments among our staff.

We're also able to set timely filing limits by payer, which auto populates a date for us in our workflow that we can easily sort and and, identify those orders that are nearing timely filing with our payers.

They also, have some, canned reports as well as we're able to build some can custom reports and dashboards for us that truly give us, that insight into our team's performance, that I mentioned and allow us to identify process improvement areas, which we have been able to do, and areas in which we need additional, education and support, among our existing staff.

It also, identifier identifies for us how orders move through our system.

WorldView is always accommodating and supportive.

They never simply shut down our ideas and we bring a lot of ideas over to them.

They're always encouraging and again, it's always like we can we can do that and and if it's not something they know readily that they can do they always take it offline look into and are usually coming back to me and saying, yep, we can find a solution for that.

They're consistently attentive to our technological issues. Their support team has been wonderful. They're always on top of their tickets with immediate follow-up.

They are very knowledgeable, well organized, and thorough, and often go above and beyond to ensure customer satisfaction.

And I know that customer satisfaction is a priority for WorldView, and we certainly at HCR can can feel that and see that.

I'll end, by just saying that we all know that change can be hard, especially when it completely changes how we work all day every day. With this orders management solution, that is really what our, team was up against.

But really they have, reported increased satisfaction.

They really find that the orders management system is easy to use and they enjoy being freed from those manual processes and appreciate the ability to have some autonomy in their day and their workload.

Alright. Sarah, I will load it back to you.

Okay. Well, thank you so much, Christina. This webinar is over. There is nothing else left for me to say. I'm just thank you for sharing all of that with us and especially the statistics because I know that's very important to a lot of people on this call. So it's been a pleasure working with you, and we continue to hope to provide, you know, those efficiencies for your team moving forward.

Who is WorldView

So with that, let's talk a little bit more about who we are as WorldView and what we do as a company.

And to keep it simple, what we do is we help our clients achieve maximum efficiency and productivity through automated content management.

We've actually been in the business now for a couple of decades, and we've been able to successfully focus on three core values to stay successful.

The first being strong partnerships.

So whether you are a vendor, a vertical partner, or one of our clients, most importantly, we take pride in building strong relationships with you with the ultimate goal of, becoming a mutual partner long term.

We do this by, like Christina said, taking that very consultive approach to make sure that we're catering to your specific business needs. We're looking at, you know, your internal processes and making sure that we're paying close attention to those and wanting to implement a process that's actually going to work for you and benefit your agency.

We work very closely with you within that process that Christina hit on to make sure that everybody's taken care of along the way.

In my role, I see this happening every day with our current customers. As an account manager, I see that from, you know, the initial point of contact with WorldView, your team has a dedicated resource along the way. So whether that be from the sales process, the implementation, a transition into our customer success team, we're always there to kind of help build you up and keep you on track.

When it comes to optimizing ROI, we know this is a top priority for your agency.

As a document management provider in this space, it's very important that we give you that automation back to free up your resources and make sure that they're focusing on what they do best. And to do that, we have to put that automation in place for your teams so that you can focus on patient care and continue to prioritize what means the most to your teams.

We make sure everyone's well trained, and able to actually adopt our solution. Like Christina mentioned, change is hard, and we make sure that your team is taken care of and has the tools for success, as you develop a new solution and start to implement that amongst all of your, staff.

As far as microservice goes, I personally think this is where WorldView tends to shine. Like, Christina kind of hit on it. Customer service is a huge priority for us.

Customer success is, you know, kind of the the bones of our practice here to make sure that everybody within your agency is successful.

Beyond just the implementation and rollout of the solution like Christina talked about, we work to make sure that your team is, continuously comfortable using our product. And we do that by doing customized training. So, like Christina mentioned, you know, whether you're with your intake team or your orders team or, different just, you know, processing medical records, we know that those departments might need a different level of training. And so we work to actually go as granular as training individual teams to make sure again that they have the tools they need to succeed in their role and if they're processing within our system.

So what exactly do we do, and what does this look like, and how do we do it?

So let's dive just a little bit deeper into this.

And I'd like to start by talking about kind of our two way integration into multiple different EMRs.

We are actually able to pull patient and order information directly into our system.

And what this allows your team to do is to be able to pass that information very efficiently and effectively and very timely into the actual EMR itself.

When it comes to, your intake process and your workflow, we know this is a make or break for your agency.

This is kind of the backbone to your bottom line. Right? This is where it all begins with new patient care, and this is how you receive a lot of revenue for your agencies.

We've actually been shown to help improve efficiencies and intake document processing by up to fifty percent. So like Christina mentioned, some of that change can be scary, but we're here to help you along the way.

For outbound, document processing and orders management, we've actually proven that we can improve cash flow by reducing that turnaround time for signed orders very significantly.

We do this through our automated order tracking workflow that Christina mentioned, which is also very customizable.

She hit on the fact that their refax period with WorldView is seven days. We have the ability to change that. Your team knows your physicians better than we do. So if seven days is too much or too little or based on your process, you want to kind of tweak that to make a little bit more sense, we we can do that with WorldView.

Additionally, like Christina also mentioned, we have reporting in place, under one roof in our solution. So at a very high level, you can see very quickly who your problem physicians might be, who's not returning orders, who's holding up billing cycles, where are your where's your team losing money. We give that to you in, you know, dashboard forms and different reports. And then like Christina said, if there's something you're not seeing from a reporting standpoint, we're very customizable on the fact that, you know, we can make that happen. We just work with you to figure out what you need and what you want so that we can, build that into the solution moving forward.

As far as actual, your inbound documents go and kind of other medical records processing, if you think about all of those documents that are going out, they're obviously all coming back in where we want them to. Right?

So as some of you may be experiencing or may have experienced in the past, this can be very cumbersome for those individuals or those teams that are sitting there and kind of manning these documents and manually transitioning them, moving them through different queues or different folders internally.

That's a full time job in itself. And we do our best to try and eliminate that administrative work, which in turn, like Christina mentioned, allows them to kind of focus on other priority tasks and, you know, stick with patient care and the things that they do best.

We know on average that, manual document processing can actually take up to two to three minutes. So if you think about, you know, receiving those incoming documents, saving them down, scanning them back in, filing them away and renaming them, That is quite the process for one individual or even a team of people to do. With WorldView, we've seen the ability to actually do that within a ten second time period, and that in itself is about a ninety percent decrease in processing time alone.

We also have optical character recognition in place that allows our system to actually read, recognize, and separate documents prior to your team even being able to see them for processing and WorldView.

We actually have organizations today that have been able to reduce the amount of full time staff that used to be delegated, to process these medical records because our automation and streamlining this process has freed them up to be able to focus on those other things.

And lastly, we offer a mobile application like Christina mentioned that they've just, you know, opted into.

And within our mobile application, they have the ability to upload documents directly from the field. We have wound management, within our application that actually standardizes and automates those wound measurements across the board. So this really helps standardize that process amongst clinicians so that we're taking care of our patients the same way out in the field.

We also have the ability to collect physician signatures, directly from the tablet as well. So if you are an agency that has marketers going out in the field, trying to collect those signed orders, we have the ability to do that with our application.

I know with COVID, this kind of went away because, you know, we weren't able to schedule face to face time. Nobody was really getting that anymore. But as the world is kind of getting back to normal and we're starting to lift some of those restrictions, we're seeing a lot of customers start to buy into the solution, and that's really exciting, to see that coming back around.

We also have a secure messaging platform with our mobile application where field users can message between each other, between, you know, the back office. And that is all done securely and compliantly within our application itself. Nothing is saved on the device. So from a compliance perspective, we're following all of those regulations, and we take that very seriously.

I guess the biggest thing, to kind of point out on this slide and with WorldView as a whole is that as you can see in talking with Christina and seeing some of the data that we've provided, we have the ability to really streamline and automate a lot of your business processes all under one roof, without having you to go to seek out multiple vendors and multiple solutions in order to accomplish what we have the ability to do here with Broadview.

So that's kind of everything that I wanted to hit on at a high level today.

So with that, I will open it up to the group here for any questions that might have come through.

And if you don't feel comfortable, sharing your questions in the chat, I'd like to direct your attention to, the contact information on the slide in front of you. Our team will be, you know, running through these and looking out for any questions. We'll be following up with you, either myself or someone from WorldView if if there's any follow-up that needs to happen.

So let's see here.

And I am okay.

Questions from the Audience

Christina here has a question for you, which you kind of already answered a little bit.

But could you kind of go over what pain points, again, we're seeking you, to look for a content management solution? And I guess what what was the reason for choosing WorldView over other potential options?

Sure.

So here at HCR, as I mentioned, we lacked a cohesive solution for orders management, especially with the separation of EMRs.

And WorldView really gave us, that integrated feel among both EMRs even when really only one of them, integrates.

But it also, we really lacked the insight into how we worked and what opportunities we had to gain efficiencies among our team.

So, with WorldView we are able to see, how our team works, what buttons they're clicking, what orders they're following up on, notes they're leaving.

It allows us, to manage, sort of those orders and our day to day tasks.

And then lastly, really the the other pain point was those those claims holdings. So we were sort of seeing our our dollars holding from a billing perspective, rising, and we really wanted to minimize that, continue to get orders back within a thirty day time frame, which we've been able to do with WorldView as I mentioned.

We saw our claims holding drop by two hundred thousand dollars in just, I think it was even less than three months.

And we've continued to see to see that, maintain.

And also, provider satisfaction, that was another big driving point for the for the seek out of a WorldView like solution.

And then, why we chose WorldView, as Sarah had mentioned when we first started the webinar, we've worked with WorldView since two thousand fifteen from a medical records perspective and some of those other customized solutions that I hit on, where our medical records team was indexing through, all the incoming orders, as well as, other docu other medical record like documents.

And so, it kinda was a a no brainer for us to really explore WorldView's solutions to keep everything under one roof.

We were already very impressed by WorldView's product, and their customer service.

And again, you know, really their ability to to customize solutions that fit our needs.

So when they presented the orders management solution, we were just kinda blown away and we're like, it's a very natural fit, and we decided to continue to work with them and explore the other solutions that they had to offer.

Thank you very much, Christina.

The next question is a question for me, and this question asks, what does the timeline and resources of an implementation look like before we go?

Great question. So our typical turnaround time from kickoff to go live is about six weeks. And as we've touched on already, that is with a dedicated implementation resource. So Christina hit on the fact that we do kind of that deep dive in discovery, and that is a big portion of that early implementation where we're looking at your internal processes to see, are we going to mock those and mirror those to the best of your advantage, or are we going to have to tweak those a little bit to work for your new solution?

And so with our consultative approach and with that dedicated team, we're able to just kind of work through that.

Once you go ahead with our solution, you don't lose that implementation resource either, and I think Christina can kinda speak to that and attest to that. That we we don't throw you to the wolves in your new solution. We wanna make sure that everybody is comfortable utilizing it. And, you know, if anything were to come up or we need to touch base with, individual teams to make sure that they're more comfortable in it, we go the extra mile to do that. And so, you have that dedicated implementation resource for quite some time.

Once you're comfortable on the solution, once we feel like everything is going well for you, then you would then become, transitioned over to our customer service team and then have, you know, a regular cadence with somebody like myself, an account manager here at WorldView to make sure that we're not, you know, pulling through the cracks, and that we're making sure to kinda stay on top of things. And then, additionally, provide you with any new information, new products, you know, new enhancements that WorldView is rolling out, just really stay in touch with you to make sure you're taken care of and that your team supported and advocated for.

And I think that that is all the questions that I'm seeing on, today's meeting. So as a reminder, this was a recorded webinar. This will be, sent to you for your review and distribution over the next week or so, so keep your eyes peeled for that.

And if you are a current customer with us, thank you for joining. If you are not a current customer, we hope, to work with you in the near future. And thank you all for your time this afternoon, and enjoy your day.

Thank you, Sarah. Thank you, Christina.