Technology + People = Profit

webinar

Technology + People = Profit

Presented by Laurie Morgan August 16, 2016

@GoKareo

Agenda

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Agenda

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• Welcome & Introductions• Technology + People =

Profit• How Kareo Can Help• Your Questions

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Speaker

Laurie Morgan, MBA• Senior consultant & Partner at Capko &

Morgan• Has managed start-ups and large scale

operations• Focused on medical practice

management for five years• Expert in driving and capturing

revenue and operating more efficiently• MBA from Stanford University

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How to connect:

1) Follow @GoKareo on Twitter2) Follow @LeaChatham on Twitter3) Follow @CapkoandMorgan on Twitter

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Agenda

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A Decade of Changing Priorities

• Downward pressure on reimbursement• Riskier insurance transactions• Shift of payment responsibility to patients – and the front desk• Wired, empowered patients now rate their providers• Younger patients are accustomed to 24x7, self-service• Can technology bring service, efficiency back?

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• Denial Concerns Continue

Source: MedData Point survey by MedData Group and Capko & Morgan, July 2016

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Insurance Risks Straining the Workflow

• Insurance risks:- Narrow networks- Increasing pre-authorization requirements- Greater patient financial responsibility

• We learn to wear belt and suspenders … at what cost?- Checking and double-checking- Still not confident

• Less attention to patient concerns in scheduling conversations

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Deductible Increases Continue

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Front Desk Collections: The Good Fight

• The variables:- Scripts and policies- Staff comfort and skill- Information quality

• Every practice is trying, but success varies a lot• What important “extras” have slipped through the cracks?

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Technology Can Help – Are You Sitting Out?

• Are you holding back on front office technology adoption because:- You’re still absorbing big conversions like an EHR or PMS?- You’re still reeling from a conversion?- You don’t want to gum up the works of what’s working?- It costs too much?- It probably won’t work?

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Why This New Technology Wave Is Different

• Driven by: - The cloud- Real practice needs – no government mandates- Competition

• Both platforms (EHRs, PMSs) and third-party vendors are innovating

• New features, solutions won’t turn your practice upside down- They interact with your systems – no conversions- They’re multi-platform- They’re free or relatively inexpensive

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What Holds Scheduling Back?

• Multiple sources of verification information- Varying processes and time required- May have to manually document- May be awkward to do with patient on the phone- Uncertainty leads to checking and re-checking

• Hard-to-answer patient questions about costs, balances- May need to discuss with biller

• Long phone calls lead to voicemails• Reminder phone calls that don’t always work

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What Undercuts Front Desk Collections?

• Time is short• Lack of confidence in information available• Complex calculations, hard to explain• Privacy is hard to maintain• Hard to do it all while also welcoming!

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Technologies That Can Help (1 of 2)

• Real-time eligibility checking- Check in a moment- Verify and, usually, get plan information- Integrated with PMS – no data entry- You may have this capability and not know it

• Payment estimators- Usually a third-party tool- Often bundled with secure credit-card-on-file, payment plans

• Check-in: tablets, kiosks, or via the web

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Technologies That Can Help (2 of 2)

• Electronic statements, payment portal, mobile payments- Let patients feel more in control, less exposed

• Online scheduling and reminding- May be included in your EHR or PMS- Excellent add-ons- Reputation management may be included

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Look for the Win-Win

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Let People Do What Only People Can Do

• What crucial tasks have been slipping through the cracks?- Tidying the reception area- Welcoming patients – especially new ones- Troubleshooting delays- Asking for feedback, managing reputation- Outreach for follow-up visits and recalls

• People and technology together can elevate:- Productivity- Service efficiency- Image and marketing

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Overstaffed? Maybe Not

• Costs of staff are highly visible – profit contributions, less so• MGMA 2014 “Better Performing Multi-Specialty Practices”: 6.3

clinical staff per physician versus 4.3 average• Staff can often contribute more than their job descriptions• Preventing problems can add more to profitability• Surges are opportunities, not crises, if you’ve got a bit of slack

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The Good Jobs Strategy (Zeynep Ton, DBA)

• Retail companies that overstaff are more profitable• Correcting problems costs more than getting it right at first• Better service is powerful marketing

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Case Study: Technology Brings Service Back (1 of 4)

• “Celebrity Care”: seven-provider primary care practice• High-income patient base, affluent area, privacy focused• Several challenges:

- Receivables pile-up: long history of waiving copays- Confrontations, wait times at front desk- Negative reviews appearing- Schedulers unsuccessful at preparing patients to pay- Poor ROI on past-due collections

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• How to educate patients, foster compliance – without shaming?• How to reinvigorate “high-end” feeling, reputation, service?

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• Step one: review current systems, activate unused features- Eligibility checking increased schedulers’ confidence in prepping

patients to pay- Text, email reminders included copay, health plan message- Billers could email statements to encourage (partial) payment via portal- Schedulers could use wait list to track patients wanting to come in

sooner

• Workflow adjustments- Schedulers could set patients up on portal(s) before visit- Schedulers had time to work on recalls, wait list- Everyone could work on directory updates

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• Practice continued with other improvements (e.g., front desk, add-on technologies)

• Important: staff contributed their ideas for how to improve service- For example, on staff member suggested a tour for new patients

• Staff were engaged with new roles they could ‘own’

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Awards and Rankings

Growth awards The speed at which

medical practices are moving to Kareo and referring it to other

providers.

Best places to work Happy, engaged

employees stay longer, have more experience and

offer better customer service

Analyst reviews 3rd party recognition,

driven by direct customer feedback,

equals trust and credibility

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Kareo Platform

Kareo Marketing• Marketing and front

office automation• Online visibility and SEO • Online appt. scheduling • Email, text & voice

recording appt. reminders

• Post visit patient reviews• Practice analytics for ROI• Patient communications

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Kareo Platform

Kareo Billing

• Centralized A/R Management

• Intuitive Billing Analytics • Easy & accurate charge

capture• Eligibility Verification• Patient collections (online

bill pay and credit card on file)

• Secure messaging• Powerful scheduler/appt.

reminders

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Kareo Platform

Kareo Clinical

• Comprehensive dashboard

• Simple charting• Easy ePrescribing• Convenient eLabs• Specialty templates• Electronic Superbill• Integrated Patient

Portal • Secure messaging

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Kareo Platform

Kareo Managed Billing• Dedicated team of specialists • Simple scheduling/calendar• Charge Capture (web/mobile)• Nationwide Billing Rules Engine• Claims tracking• Billing Tasks• Billing Analytics

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Healthcare

Technology + People = Profit