A dejected executive at a conference reported how much she's spending on technology and how little benefit her team extracts. "We need technology that works." Her points hit home as she chronicled her experiences, stating that:
- Expensive software prevents effective processes
- Fragmented systems don't integrate and integrated systems aren't flexible
- Investment returns collapse faster than KPIs improve
Her team continually cycles technology to chase process improvements, although promised improvement rarely comes. They're exhausted. This outcome is unfortunately typical in our industry, with providers making huge investments in complex software with hopeful hearts, but struggle with hard results.
Search for Satisfaction
Vee Technologies is quite familiar with these problems and has a clear path forward in resolving them. We’ve found efficiency and effectiveness in tool integration within our clients' system portfolios. This enables disciplined and creative staff - theirs and ours - to continually improve service levels.
The backbone of our technology approach for improving revenue cycle service levels rests with people and business processes. We train and equip our teams for business process improvement first. Technology only serves that interest.
Our teams overhaul a process working backwards from target outcomes. We map out how to reach the result manually with massive variations in use cases. This helps us find the natural points of discretion for staff and the repetitive scenarios worthy of automation.
We look for sources of data in complex transactions to assemble scenarios, and have determined:
- The source is often in multiple parts of one system, in separate systems, or in databases run by multiple companies
- Transaction architects explore transactions in our clients' production systems to capture the workflow, but also to understand nuances of data errors and corner use cases.
- Each transaction tends to be seen as fully unique. However, we bundle core actions and "scenario" notes to describe promising paths, probabilistic outcomes, and barriers to overcome in unusual account profiles.
The resulting transaction maps, user interface paths and scenarios get quite large. Although this knowledge pays off by growing two assets:
- Skills - Scenario coaching helps guide transaction decisions, giving less-skilled agents a map of the territory and the benefit of an expert guide
- Automation Path - Repetitive events and transaction sequences not requiring human discretion are identified
From these insights, we locate pointless queue rules and data dead-ends as the root causes of revenue leaks and timely filing expirations. We often advise clients on simple application configuration adjustments for big service improvements.
At this point, there’s no technology change involved yet. We just work within the client's current portfolio. However, this is where it gets interesting.
The Integration Payoff
While our journey started with the need to train new agents and reduce the staff count for client workflow volumes, we found a rich mine of improvements, including:
- Technology Without Pain – Additive integration is provided across client systems and our own, to enable our joint team’s success
- Expertise – A rich body of process knowledge is created through which we improve KPIs
- Staff Development – New agents are trained for the hard problems, and leaders are made stronger
- Agent Satisfaction – They work on meaty, creativity-demanding problems, and herd bots on the side to do the grunt work
- Fire and Forget – Opportunities arise for incorporating human insights from isolated systems into a workflow, without slowing the agent down with tedious copy-and-paste mop up.
- Upstream RCM Improvements – Feedback is provided to processes for authorization, coding and scrubbing to reduce avoidable errors, thus eliminating volume on the back end.
- Great KPIs – Near 100% quality is provided, blemished only by increasingly rare corner cases that we incorporate into our knowledge base.
- 30% Savings – Less headcount is needed for the same management scope, which we share with our clients.
We’ve been pleased to bring our clients technology that works by integrating processes and people to serve their business driver. With deep process insights and the increased effectiveness and efficiency of our team, we give our clients continuing improvements in cash flow, A/R days, and net denial write-offs.