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The Right Choice for Call Recording
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OAISYS Voice Documentation for HealthcareImproving Profitability, Efficiency and
Service Quality
The Right Choice for Call Recording
WWW.OAISYS.COM
Voice Documentation for Healthcare
Common challenges in healthcare practicesDescription of voice documentationHow voice documentation addresses
industry challenges
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Challenge: Working with Insurers
Patient requests a visit or treatment
Staff calls their insurance provider to pre-authorize and verify eligibility
Practice delivers service and charges the patient as prescribed
Claim submitted to the insurer
30+ days later payment received
Common patient admittance process: Sometimes the insurer does
not properly track the authorization
When this occurs, they delay, reduce or deny payment of claims
When the process breaks down:
Communication with insurers can be inconsistent and difficult due to insurer size or structure, plus changes in personnel and procedures
Why does this breakdown occur?
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How Widespread is the Problem?
In 2002, 66 percent of one physician practice’s total revenue came from claims
originally underpaid or denied by health plans and other third-party payers.*
*Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006
Challenge: Working with Insurers
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Challenge: Patient Service
Healthcare options are multiplying Costs are rising Practices need to maintain their patient
base Service and comfort drive patient
behavior
A medical practice depends on patients
Develop good processes for patient interactions
Train staff and monitor their performance
Work with high-quality affiliates that promote great patient service
How can providers control service?
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Solution: Voice Documentation
OAISYS technology that creates digital media documents from business telephone calls
Centrally stores voice documents on a secure network repository
Provides the ability to organize, retrieve, playback, annotate and share voice documents
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How This Works
1. Practice staff calls an insurer for pre-authorization
2. The insurer later reduces or denies the claim, staff member then retrieves the voice document and highlights the authorization
3. Voice document is shared with the claims manager kindly requesting full payment
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Claims Management Uses
Document pre-authorization calls
Document calls regarding treatment◦ With patients◦ With other providers
Document calls on appeals◦ Use as part of follow-up log
on all appeals
Process Documentation
Step 3 to simplifying the auditing and appeals process: Document, Document, Document.*
*Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006
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Other Uses
Use voice documentation to review and train on processes◦ Patient scheduling◦ New patient administration◦ Communications with labs, imaging
centers, hospitals◦ Insurance communications
Confirm scheduling and other communications with affiliates such as imaging centers, etc.
Medicare and private insurers “down-code” or deny payment for requested medical procedures–voice documentation provides evidence of requested services
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Customer Focus – North Scottsdale Family Medicine North Scottsdale Family Medicine is a family
medical practice with seven physicians on staff.
Office administration must manage patient relations; insurance reimbursement, billing and financing; staff development and training; and patient medical records.
North Scottsdale Family Medicine relies on their Talkument solution to address key issues, including:◦ Resolving Billing Disputes: Talkument
recordings enable office administration to prove that payment promises were made, improving office cash flow.
◦ Improving Patient Care: Management can listen to call recordings to ensure proper information is being shared, and recorded conversations can be used as a training tool to improve patient relations.
◦ Liability Protection: Talkument can easily prove what was said and by whom, eliminating potentially costly lawsuits related to patient care.
Charlene Burgett, Office Administrator,North Scottsdale Family Medicine
“We’ve resolved billing disputes, improved patient satisfaction and minimized liability risk. I don’t even want to think of going back in time before Talkument because it is such a wonderful tool for me. It’s amazing.”
“We’ve resolved billing disputes, improved patient satisfaction and minimized liability risk. I don’t even want to think of going back in time before Talkument because it is such a wonderful tool for me. It’s amazing.”
“I feel secure knowing that the information from my call is supported by Talkument, especially with the potential liabilities that exist in the world today.”
“I feel secure knowing that the information from my call is supported by Talkument, especially with the potential liabilities that exist in the world today.”
“Using Talkument as an educational tool with our staff results in a better understanding of how we are perceived by others so we can make improvements to our communication with our patients…which results in happier patients!”
“Using Talkument as an educational tool with our staff results in a better understanding of how we are perceived by others so we can make improvements to our communication with our patients…which results in happier patients!”
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A Healthcare Solution by Design
Utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology
PVD technology promotes collaboration through its highlighting, annotation and sharing features
Voice documents never leave the central repository on which they are stored, and access is granted via encrypted media file streaming
Access is permissions-based using role definitions and voice document categorization
OAISYS solutions promote enhanced patient care through information transfer while being
fully HIPAA compliant!
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The Right Fit for Any Practice
OAISYS Large Office System: Two T1/PRI interfaces, VoIP connectivity to the communications system and support for up to 48 trunk channels or VoIP telephones
OAISYS Small Office System: VoIP connectivity to the communications system and support for up to 20 VoIP telephones
OAISYS Small Office Analog System: Eight analog lines, VoIP connectivity to the communications system and support for up to 20 VoIP telephones
Talkument comes pre-licensed on an OAISYS Recording Appliance in three different configurations:
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Advanced Feature Functionality
Integrated live call monitoring with pause, rewind, fast forward and IM◦ Perfect for quality assurance,
real-time coaching and personnel development
Desktop video recording◦ Integrated video replay to audit
PC use during calls Employee evaluations and
quality reporting◦ Proactively develop personnel
and control quality
Talkument is also available via built-to-order servers, which come bundled with Tracer interaction management software. Tracer delivers advanced features, including:
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Review
Healthcare practices deal with payment and service level challenges due to miscommunication
Voice documentation provides a way to resolve these challenges efficiently
OAISYS offers HIPAA compliant, affordable and easy-to-use voice documentation solutions
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Questions?OAISYS Sales Engineering
[email protected] option 3
