High Client Engagement Leads to Record Cash Collections with Tegria
Case Study Oct 08, 2020
Each member of the team brings a wealth of technical and operational knowledge and truly partners with us on any challenges that arise. The team also has a vested interest in helping to develop metrics and processes to support the sustainment of changes implemented.AVP
A California-based health organization successfully transitioning to Epic was merely the first chapter. With five hospitals, 19 outpatient facilities, half a million patients annually, and 2,600 affiliated physicians, the new system was a big deal—and a lot to manage. Over the first several months, discontentment regarding efficiencies and outcomes began to grow, prompting leadership to explore opportunities to address the challenges they were facing with their new EHR system.
By assessing challenge areas and determining root causes, we were able to confidently recommend improvements. We discovered existing policies that were creating unnecessary administrative work and slowing down patient task turnaround time. Additionally, ordering delays and an unclear understanding of billing practices were creating confusion around scope of practice. Based on our findings, we developed a two to three-year strategic roadmap to address needed organizational and system changes—in doing do, the project intent extended well beyond optimizing Epic EHR build and enhancing the front-end of the revenue cycle.
Together, we aimed to achieve the following:
And so we rolled up our sleeves. Our integrated team collaborated on several different initiatives that would transform front end and clinical practices. Read on for the many iterative wins achieved along the way.
Top of License
Due to restrictive daily roles and responsibilities, administrative work was falling to providers instead of support staff. Our partner reviewed and outlined daily tasks for 15 different support roles through communication with multiple medical boards, their existing internal policies, other California-based Epic organizations, and other individual practices. The review clarified tasks and immediately started saving time for their end users.
In Basket—Epic’s messaging and daily task management application—was proving difficult to manage. Most clinicians were unclear on how to divide responsibilities among staff members and efficiently address messages that needed clinician input.
With our Information Services (IS) team, we removed 400 relegated pools, 74 unused message types, and decreased system message volume by nearly 1,000 messages per day. Additionally, Epic and the IS teams were able to restart their In Basket message cleanup effort with our spotlight on updating the system. This removed about three million messages that did not need provider intervention.
Reducing Clicks: Preference Lists and Charging Updates
Click-counting is a common practice in clinicians’ minds for measuring success, and our partner wanted to find the quick wins that could save clicks. Changes were necessary to keep end users engaged. We worked together to update orders preference lists and charging workflows to reduce the number of clicks for providers, clinical support staff, and coders when entering information in their workspaces.
Those changes resulted in:
I am impressed with the professionalism and organizational skills in carrying out the workgroup meetings, Epic build, and education for the multiple initiatives that lead to an end goal.AVP
Patient Access Transformation
Through our assessment and data analysis, we discovered front end optimizations that could help reduce patient scheduling delays and ensure appropriate authorizations were collected. We focused on three primary objectives:
Those efforts resulted in:
With a strategic roadmap in place—the healthcare organization was able to fully commit to sustained organizational change. By letting data drive decisions with education serving as the backbone, our partner involved the right stakeholders at the right time to increase buy-in. Small, iterative wins throughout the process for front end users and clinicians empowered users to feel more in control of their use of Epic.
Case Study Oct 08, 2020
Tegria Offering Apr 21, 2021
Webinar Dec 08, 2021
Case Study Feb 18, 2021