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Transcript of Bpm Healthcare
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Cardi White Paper
The Business Process Management Guide or HealthcareImplementing Proven Solutions for the Most Demanding Business
Processes in Healthcare
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Proprietary and Confdential to Cardi.
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The Business Process Management Guide or Healthcare
The Business Process ManagementGuide or Healthcare
Implementing Proven Solutions for the Most DemandingBusiness Processes in Healthcare
January 2006
Table o ContentsForeword 2
Streamlining Healthcare Organizationswith BPM Technology 3
Benefts Derived rom BPM Technology 3
High Retur n BPM Project s in Heal thcare 3
Payer: Insurance Claims Processing 3
Provider : Patient and Treatment Data Collec tion 4
Provider : Doctor Surveys 4
Provider : New Hire On-boarding Process 4
Research Institutions: Clinical Trials Automation 4
Overview o Cardi s BPM Solutions or Heal thcare 5
Gaining Control over Paper-based Processes with Cardi TeleForm 5
TeleForm Process Flows 5
TeleF or ms Ret urn on Inves tmen t Potent ial 5
Typical Customer ROI Scenario 6
Beore TeleForm: 6
Ater TeleForm: 6
TeleForms Advantages over Other Content Capture Solutions 6
Typical ROI Calculation or TeleForm 6
Beore TeleForm 6
Ater TeleForm 6
Financial Beneft 7
TeleForms Beneft and ROI Summar y 7
Eliminate Manual Data Entry or Medical Claims Processing with Cardi MediClaim 7
Achieving Faster Processing and Greater Accuracy with MediClaim 8
Protecting Patient Privacy and Ensuring Compliance with MediClaim 8
MediClaim Oers Straightorward Deployment into Any IT Environment 8
Streamlining Processes with eForm Technology rom Cardi LiquidOfce 8
L iquidO fce Process Management 8
L iquidOfces Return on Investment Potential 8
Typical Customer ROI Scenario: 8
Beore LiquidOfce: 8
Ater LiquidOfce: 8
LiquidOfces Advantages over Other eForm and BPM Solutions 9
Ty pical R OI Calculation or L iquidOfce 9
Beore LiquidOfce 9
Ater L iquidOfce 9Financial Beneft 9
L iquidO fce Beneft and ROI Summar y 9
Conclusion 10
About Cardi 10
Appendix : Case Studies or Ci ted Customer Testimonials 10
Moores tow n V isi ting Nurse Ass ociation 11
Riverside County Department o Mental Heal th 15
SERV Centers o New Jersey 19
Sonic Innovations, Inc 2 3
South Carol ina Area Heal th Education Consortium 27
American HomePatient 31
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Proprietary and Confdential to Cardi.
Publishers Note: Inormation contained in t his document is intended or guideline purposes only Cardi product documentation supersedes inormation contained in
this document The situations described in this document are oered as examples; actual confgurations and results will vary rom system to system
Foreword
The goal o this document is to help corporations o all sizes and across indus-
tries to identiy areas where business process management (BPM) technology
can oer the greatest return or their available resources today while providing a
technology oundation to support uture initiatives.
Perectly suited or organizations with limited IT resources and budget, this guide
oers recommendations or advanced technology solutions that dont require
wholesale changes to legacy systems or a brand-new enterprise-wide strategic
technology direction. To the contrary, this guide delivers explicit advice on the
kind o projects that can be embarked upon quickly, that provide a quantiable
and well-established return on investment, and that eature a technology rame-
work that supports organization-wide growth and expansion.
You can rely on Cardi or expert advice in this area. We have over 8,000 custom-
ers who have beneted rom our solutions or more than 10 years. This guide
contains real customer stories, complete with a discussion o the benets they
have achieved and the orms and processes they have implemented.
Cardis adaptive BPM solutions can deliver quantiable ROI to healthcare orga-
nizations o all sizes, including payer organizations, providers and labs. We can
deliver that value by our unique approach o thinking big, star ting small and
delivering results quickly. The ollowing paper will show you how.
Best regards,
Mark Seamans
General Manager, Cardi
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The Business Process Management Guide or Healthcare
StreamliningHealthcareOrganizations
with BPM
TechnologyAt the heart o any healthcare organi-
zation lies a set o critical processes
upon which the business is utterly
dependent. These include processes
such as patient and insurance enroll-
ments, medical trials records, hospital
administrative unctions, procurement
processing, HR orms and insurance
claims processingmost o which
have been, and continue to be, paper-
based. While this patchwork o paper
processes can work, it lacks eciency
and distracts resources rom the pri-
mary mission o providing patient care.
IT executives struggle with achieving
eciency in these processes because
many IT systems are not integrated,
process-centric or easily adaptable.
This is where business process man-
agement (BPM) technology can help.
In addition to eciency gains, the pas-
sage o the Health Insurance Portabil-
ity and Accountability Act (HIPAA) is
also driving widespread adoption o
BPM technology. For the past three
years, organizations have improved
record-keeping, implemented tech-
nology and put the means in place
to ensure compliance. Organizations
have now begun to shoulder the
ongoing burden o the management
o manual processes and reports
required by HIPAA.
By automating the work and the fow
between unctions using BPM technol-ogy, employees do not need to learn
the details o regulation compliance.
They perorm tasks assigned to them,
and the system handles the procedure.
Negligent or intentional violations o
procedure are not possible. This eases
the burden o regulatory changes on
employees and eliminates the possibil-
ity o accidental violations.
By means o denition, BPM describes
the entire business process, including
the key issue o integrating all the peo-
ple, processes and systems involved,
both internal and external, or maxi-
mum eciency. BPM is ully applicable
or all types o healthcare organiza-tions, including payers, providers and
research organizations. Utilizing BPM,
processes are automated, progress
can be tracked, and compliance with
best practices is ensured and proven
through a detailed audit trail. Reduced
operational costs and improved nan-
cial metrics are the end result.
By its nature, BPM usually involves
the integration o many dierent
systems, unctional groups, custom-
ers and document ormats. As such,
BPM projects can become quite
complex and can require the integra-
tion o diverse systems. The key is to
implement a solution that is powerul
enough to accommodate complex
processes, fexible enough to handle
ongoing change, easy enough or
users to embrace and simple enough
to be implemented within available
time and budget.
Benefts Derived romBPM TechnologyHealthcare organizations are increas-
ingly looking to BPM not only as a
solution to specic, immediate pro-
cess improvement objectives, but as a
platorm that gives them the ability to
tackle diverse process improvement
initiatives. BPM technology can enable
healthcare organizations to achieve
the ollowing:
Increase quality o service deliveryEconomically streamline the end-to-end
patient management process and enablethe providers employees to make deci-
sions based on best practices
Improve revenue cycle managementinitiatives Automatic work routing andnotifcations across groups, networks
and external partners reduces the time,
errors and complexity o executing pro-
cesses such as claims processing
Extend value o core healthcare systemsLeverage existing applications and legacy
healthcare systems by flling in the gaps
with more efcient Web-based orms,
interaces and reporting
Ensure that the process that is docu-mented is the process that is executedProcess models that actually run the
process provide consistency, adherence
to standards such as HL7 and audit trails
to ensure compliance with regulations
like HIPAA
Decrease overall administration costsBy automating and controlling how pro-
cesses are managed, costs are reduced
and productivity is signifcantly improved
High Return BPM Projectsin HealthcareThis guide will help you identiy cer-
tain low risk and high reward process-
es that can be eectively implemented
by healthcare organizations. Since IT
budgets are not projected to improve
or several years, the challenge is to
distribute fat or shrinking resources
creatively, ocusing on projects that
return rapid ROI, and only adding tech-
nology that is scalable, has a long track
record o success and is well support-
ed. Cardi can deliver these solutions.
The advice in this paper is based on
experience spanning over 10 years o
delivering highly eective and proven
solutions or this market. We have
tackled and solved some o the most
challenging problems in healthcare,
and we can help with yours as well.
Payer: Insurance Claims Processing
Fundamental or healthcare payers
is the ability to rapidly and eec-
tively process the thousands o claims
received daily. Most organizations
are orced to rely on large numbers
o claims processors to manually
process claims. Typically, manual
claim processing creates huge delays,decreased processor productivity,
increased paper routing and mishan-
dled claims.
Ripe or BPM solutions, insurance
claims processes that ail to meet pro-
ductivity goals may result in substan-
tial penalties or loss o business. To
compound the problem, the changes
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Proprietary and Confdential to Cardi.
in claims rules and regulatory require-
ments may not be captured quickly
enough to avoid additional problems.
While it may take several weeks to
receive reimbursement or a correctly
coded claim, an incorrect claim may
take months to resolve. By streamliningexpensive and time-consuming coding
processes, BPM solutions can dra-
matically improve claim payment turn-
around time and increase data accuracy.
This is a clear winner or automation,
as noted by the ollowing real-lie
example1:
State Fund Mutual has cut the timeit takes to process and pay bills toboth providers and claimants by 84
percent. The industry standard istypically 90 days to gather all thebills and associated records, approveclaims and issue payments. Priorto implementing BPM, State Fund
Mutual took 51 days to process claimsand issue payments to providers.That time is now down to 8 days.
Provider: Patient and Treatment
Data Collection
Many healthcare organizations need
to report on client satisaction and
treatment outcomes to demonstrate
accountability and justiy expendi-
tures o public healthcare unds. This
requires the implementation o sophis-
ticated processes to collect, analyze
and report on treatments. In most
cases, due to lack o connectivity to
electronic orms, paper-based pro-
cesses must be used. BPM can oer
clear ROI or these processes through
the use o content capture technology.
For example1:
The Riverside County (California)Department of Mental Healthused BPM to administer a surveyto analyze the success of treatmentstrategies for many of its 42,600 cli-ents. BPM helped the agency developclinical feedback that would provideimmediate trend data in graphicalformat. As a result, service providers
and clients could establish treatmentgoals and see progress from one visitto the next.
Provider: Doctor Surveys
Many specialties within medicine need
to collect provider treatment practicesto optimize and improve patient out-
comes, reduce costs and understand
patient satisaction. For most elds,
the methods o collecting this data
have not changed in 40 years. That is,
they record a patients demographics
and statistics on non-standardized,
hand-written documents, which are
oten incomplete and may be illeg-
ible. Further complicating matters, the
inormation is then led away with
the patients chart. As a result, the
inormation collected is highly under-
utilized. From an inormation process-
ing and analysis standpoint, the inor-
mation is essentially dead. However,
BPMs content capture capabilities can
rescue this inormation and make it
useul, without wholesale changes to
provider practices. For example1:
Using BPM, Cardinal HealthcareSystem has employed sophisticatedhandprint recognition technology to
extract data from doctor treatmentsummaries to analyze treatmentstrategies and patient outcomes.Generating this information waspractically impossible without theuse of content capture technology.
Provider: New Hire
On-boarding Process
Healthcare organizations are oten
plagued by high turnover. Stang chal-
lenges place a tremendous administra-
tive strain on an organization, as the
process or on-boarding an employeecan be extremely complicated and
protracted. On-boarding or healthcare
workers includes initial provisioning,
HR and benets orms processing,
drug testing, and background employ-
ment checks. Without automated pro-
cesses, these tasks can be overwhelm-
ing and are prone to error and compli-
ance violations. Healthcare organiza-
tions can save hundreds o thousands
o dollars by eliminating paperwork,
redundancy, and the lack o integration
across departments. For example1:
GlaxoSmithKline has implemented
employee on-boarding processing forover 120,000 employees in 200 dif-ferent locations, saving millions ofdollars in employee processing.
Research Institutions: Clinical Trials
Automation
Pharmaceutical and biotechnology
companies can spend more than $800
million and 12-15 years in bringing
a drug to market. The clinical tri-
als process is the longest and most
expensive component o the drug
development process. With increasing
industry pressure to develop, test and
market greater numbers o new drugs
aster, competitive advantage will go
to pharmaceutical companies that
best control their clinical trials costs.
Drug companies stand to lose
between $600,000 and $1 million
each day a clinical trial delays a drugs
development. Keeping clinical trials on
time and on budget is imperative. 75
percent o clinical trials are conducted
using paper data collection; the
remaining 25 percent are conducted
electronically. The ability to capture
data rom paper case report orms is
still the cornerstone o a clinical trials
solution. Because o the many parties
involved in the clinical development
process rom investigators, to CRAs,
to data monitors, to data entry techni-
ciansprocess standardization and
workfow enhancements are key or
accelerating clinical trial timelines.
BPM helps healthcare achieve thisobjective. For example1:
The University of California at SanFrancisco (UCSF) is involved innearly 40 different health studiesbeing conducted in more than 50remote sites around the globe. Eachstudy involves thousands of par-ticipants. Before automated content
Comprehensive case studies are included in the appendix
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Scan Station/Remote CaptureStation
TeleFormReader
Data StorageRepositories
TeleForm Verifier
1 2 3 4
capture solutions, this level of com-plexity was impossible to manage.However with BPM, UCSF is ableto quickly and accurately capture allthe incoming data with far fewerresources.
Overview o CardisBPM Solutions orHealthcare
Cardis content capture and busi-
ness process management solutions
provide healthcare institutions with
powerul tools to eciently, eectively
and expeditiously handle the primary
business problems described earlier or
payer, provider and research organiza-
tions. Using Cardis content capture,
electronic orm and adaptive BPM tech-
nology to automate manually intensive
process, these organizations can deliver
better service with ewer resources.
Easily incorporated into existing pro-
cesses, Cardi oers the only solution
that can accommodate both paper
and electronic orms and documents.
Cardis versatile BPM and content
capture technology enables institu-
tions to leverage the advantages o
online processes, while maintaining
similar processes and eciencies or
the thousands o paper documents
that are received via traditional mail
or ax.
For most healthcare institutions, their
specic business problems revolve
around answering the ollowing ques-
tions: How do I gain control over my
paper-based processes, and then howdo I leverage the ubiquity o the Web
and electronic processes to gain ur-
ther eciencies?
Below, Cardis BPM solutions are
described in that context.
Gaining Control over Paper-based Processes with CardiTeleFormCardi TeleForm enables health-
care institutions to quickly and easily
capture and convert paper-based and
electronic orms into digital data that
can be used throughout the organi-
zation. A versatile and comprehen-
sive sotware solution, TeleForm is
designed to accommodate even the
most demanding business needs.
The only content capture solution
capable o managing both paper- and
electronic-based orms, TeleForm
oers healthcare organizations the ol-
lowing benets:
Dramatically reduces operating costsassociated with manual data entry
Increases operating efciency
Serves as an on-ramp or Web-based
content and document management
systems
Leverages exist ing technology invest-
ments
Scales to meet ever-growing process
requirements
TeleForm Process FlowsThe ollowing section describes a typical
fow o data made possible by TeleForm:
1 ScanningDocuments, such as insur-ance claim orms and doctor or patient
surveys , can be scanned at any scanner,
multiunction device or digital copier This
process can occur remotely or at a cen-
tralized location The scanned images are
placed in a network older or at the local
workstation where they are then picked
up and processed by the TeleForm Reader
2 TeleForm ReaderThe reader grabs thedocument images and begins processing
The Reader then recognizes and converts
a multitude o inputs (ie handwriting,
computer text, barcodes, bubbles, signa-
tures) into an electronic ormat
3 TeleForm VeriferAny characters thatare considered ambiguous by TeleForms
industry-leading RecoFlex engine are
sent to a verifcation station or manual
review and correction
4 Data StorageData is loaded into a
back-end database or sent or urtherprocessing
TeleForms Return onInvestment PotentialBy enabling healthcare organizations to
do more with less, TeleForm oers an
excellent return on investment. The ol-
lowing is a typical customer scenario
The Business Process Management Guide
The act that TeleForm has reduced the time it takes a dataentry clerk to input data rom 5-page OASIS orms, rom0 minutes down to only two minutes, enables us to stream-line processes more than we had expected.
Janet Scheer, IS supervisor, Moorestown Visiting Nurse Association
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Proprietary and Confdential to Cardi.
that demonstrates how TeleForm can
dramatically improve business pro-
cesses while reducing expenses.
Typical Customer ROI ScenarioA healthcare payer organization
receives thousands o insurance
claims per week that need to be pro-
cessed, evaluated and paid.
Beore TeleForm:
Prior to implementing TeleForm, the
organization was required to manually
enter the inormation on each orm.
The image above indicates the process.
A highly inecient process, it took
more than three hours to process each
application, the data quality was poor
due to the errors associated with man-
ual data entry, and stang challenges
were constant.
Ater TeleForm:
By incorporating TeleForm, the appli-
cations are scanned and then auto-
matically converted to electronic or-
mat, with only a small portion o the
orms needing manual verication.The diagram at the right illustrates
the new process.
With this process, the number o data
entry clerks is reduced rom 20 to 5, data
quality has improved rom 10 errors in
100 orms to 1 error in 1,000 orms, and
the time to process is reduced rom 3
hours per orm to 10 minutes.
TeleForms Advantages overOther Content CaptureSolutionsTeleForm has signicant advantages
over other products in the market.
Most notably:
Superior RecognitionAt the core oTeleForm is a state-o-the-art voting
system that leverages advanced RecoFlex
technology, an award-winning and neural-
based recognition system TeleForms
RecoFlex technology oers superior
recognition or hand print, machine print,
check box, barcode and other input
ormats, thereby eliminating manual
interventions
Enterprise ReadyTeleForm is built
or handling mission-critical business pro-cesses in complex IT environments From
advanced administrative capabilities,
such as LDAP support and single sign-on
to enterprise-strength security, TeleForm
can handle any size job in a wide range o
IT environments
LiquidOfce IntegrationTeleForm isintegrated with LiquidOfce, Cardis
enterprise-class BPM application, allow-
ing customers to seamlessly manage the
transition rom paper-based processes to
electronic ones
Typical ROI Calculation or
TeleFormReturn on investment can be calcu-
lated by comparing the cost o manual
data entry with automatic orm pro-
cessing powered by TeleForm. The ol-
lowing example demonstrates the ROI
that an organization can achieve by
reducing the amount o time it takes to
process each orm.
Beore TeleForm
Number o orms per day: 20 0
Data entry time per orm: 15 minutes
Total data entry time per day: 50 hours
(200 orms x 15 minutes)
Daily labor cost: $1,00 0/day
(50 hours x $20/hour)
Labor cost per year: $2 50,0 00
(250 work days x $1,000/day)
Ater TeleForm
Number o orms requiring verifcation: 66
(33% o 200)
Time to veriy orms: 6 min
Total data entry time per day: 66 hours
(66 orms x 6 minutes)
Daily labor cost: $132 /day
(66 hours x $20/hour)
Labor cost per year: $3 3,00 0
(250 work days x $132/day)
Total technology investment: $9 8,60 0
(sotware, hardware, implementation
services, training, support/maintenance)
Total technology and labor costs :
$131,600
OriginalForms
Received FormsWaiting for Entry
20 Full-timeEntry Clerks
DataStored
OriginalPaper
ArchivedFAX
OriginalForms
(Paper orElectronic)
Online
ReceivedForms
ProcessedDaily
15 Fewer DataEntry Clerks for75% Reduction
ImmediateAccessto Data
FAX
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The Business Process Management Guide or Healthcare
Financial Beneft
First-year savings: $118,400($250,000 in labor costs vs $131,600 in
TeleForm technology + labor costs)
Second-year savings: $ 208,900($250,000 in labor costs vs $41,100 in
TeleForm-assisted labor costs)
Payback in months: 55(based on labor cost-savings)
Two-year ROI: 207%(based on a two-year total investment o
$106,700 yielding a savings o $327,300)
The above example highlights the
hard-cost labor-savings rom automat-
ing the processing o a relatively small
number o paper-based orms. A ull
analysis o TeleForms ROI would also
include sot cost-savings stemming
rom reduced errors, higher worker
productivity and improved responsive-
ness. Upon request, Cardi can pro-
vide you with an ROI calculation based
on your existing processes.
TeleForm Beneftand ROI SummaryMost healthcare organizations are
struggling to gain control over the
massive infux o paper orms and
documents that can overwhelm and
impede their productivity, resulting in
increased costs and higher error rates.
TeleForm can play a major role in e-
ciently managing the increased volume
and complexity o business processes.
By replacing manual data entry tasks
with automatic processing, TeleForm
has enabled healthcare organizations to
achieve the ollowing benets and ROI:
Up to 90 % reduction in manual data entry
costs
Up to 50 0% and greater improvement in
processing time
Increased sta productivity
Lower labor costs rom decreased sta -
ing requirements
Reduced fnancial risk rom regulatory
inractions with improved accountability
Increased data quality with automatic
data cleansing and validation
Accelerated delivery o data and docu-
ments to back-end systems
Improved service levels with immediate
access to data and aster response times
Better return on investment in current
systems through easy integration with
existing applications and databases
Accuracy, speed, scalability and
versatility make TeleForm an ideal
document capture, data collection and
inormation processing solution or
healthcare organizations o all shapes
and sizes.
Eliminate Manual DataEntry or Medical ClaimsProcessing with CardiMediClaimAvailable as a value-add option to
TeleForm, Cardi MediClaim is
deigned to easily automate medical
claims processing. MediClaim pro-
vides a comprehensive, high-volume
enterprise solution or scanning insur-
ance claim orms (HCFA (CMS) 1500
and UB-92) and automating the collec-
tion and processing o claim payment
data. Leading insurance third-party
administrators, HMOs and medi-
cal organizations have shown that
MediClaim expedites claim payment
workfow, reduces costly errors and
payment disputes, minimizes claim
adjudication costs, and increases cus-
tomer satisaction.
By providing access to system inor-
mation and original documentation,
MediClaim allows greater eciency
or claims examiners. Pre-made Medi-
Claim Connect Agents automatically
pass data to database and back-oce
applications, and process images and
index inormation to most document
and knowledge management systems.
Cardis advanced recognition and
Sotware Re-Scan technologies
work together to replace manual
entry with automated recognition o
hand-print, machine-print, dot-matrix,
check mark and bar codes. Unparal-
leled accuracy is urther accomplished
via MediClaims ability to validate
orm eld entries, including updated
For the most part, the data [rom hand-printed orms] just ies through, with little need to veriy.TeleForms recognition rate is that good.
Lynne Becker, director o IS Technology, South Carolina Area Health Education Consortium
Incoming Forms Scan HCFA/UB Forms &Attachments Together
MediClaim ReadersAutomatically ID and
Evaluate Forms
MediClaim VerifiersValidate Data
Claims Data Exportedto Back-end ClaimsPayment System
Customer ServiceCan Pull upClaims on Screen
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8 Proprietary and Confdential to Cardi.
ICD-9 and CPT codes. MediClaim can
convert up to 98 percent o orm data
automatically, with exceptions pro-
cessed by easy-to-use verier stations.
Most organizations ree 90 percent o
their data entry sta with MediClaim.
Achieving Faster Processing and
Greater Accuracy with MediClaim
MediClaim processes unsorted
scanned and axed orms aster than
any sotware in its class. Using power-
ul OCR and recognition technologies,
MediClaim can process medical claims
in a raction o the time required or
manual data entry.
Protecting Patient Privacy and Ensur-
ing Compliance with MediClaim
MediClaim eatures TeleForms suite
o enterprise-strength security capa-
bilities that enhance the end-user
experience and reduce administrative
overheadwithout sacricing the pro-
tection o captured content.
MediClaim Oers Straightorward
Deployment into Any IT Environment
MediClaims fexible architecture, adher-
ence to industry standards, pre-con-
gured orm templates and business
rules provide a rapid, straightorward
deployment into the IT environments o
any size or complexity. MediClaim can
also be integrated with leading docu-
ment management systems, database
and XML applications, automatically
archiving completed orms and docu-
ment attachments or customer service
and HIPAA requirements.
Streamlining Processes witheForm Technology rom CardiLiquidOfceAter gaining control o their paper-
based processes with TeleForm, orga-
nizations can quickly realize even great-
er eciencies by transorming relevant
paper orms into electronic ormats, or
eForms. This can oer signicant ben-
ets in terms o reduced printing, dis-
tribution, postage and overall handling
costs. Cardis LiquidOce oers
the perect solution.
LiquidOce is a powerul and adap-
tive Web-based business process
management solution or creating,
deploying and automatically manag-
ing the routing, tracking and approval
processes or electronic orms.
LiquidOce is simply the astest way
or organizations to put all o their
corporate orms online to automate
the critical processes they drive. Plus,
its integration o market-leading enter-
prise search rom Autonomy makes
LiquidOce the rst and only BPM
solution that enables real- time accessto, and use o, time-sensitive content
throughout the process liecycle.
LiquidOce oers the ollowing ea-
tures and benets:
Advanced support or tracking, routing
and electronically signing online orms
Rapid deployment or eForms through an
intuitive point-and-click designer tool,
making it easy to convert existing orms
and create new orms, add intelligence
and publish
A central repositor y oers easy andsecure access to all corporate orms
LiquidO fce orms meet government
specifcations relating to Section 508,
GPEA and ESA
LiquidOfce oers tight integration with
TeleForm to accommodate the automation
o paper-based orms
LiquidOfce ProcessManagementLiquidOce manages every aspect
o a orms liecycle within your orga-
nization. From creation, deployment,
approval and tracking, LiquidOce
does it all. The illustration below illus-
trates LiquidOces process manage-
ment capabilities.
Healthcare is a data, regulatory and process intensive industry,and LiquidOfce is going to be a critical asset to help the hospi-tal streamline orm processes so we can stay ocused on our coregoal to help patients.
Laura Davis, business development manager, Rush Foundation Hospital
1 2 3 4 5LiquidOffice DesignerLiquidOffice Designer
publishes in PDF, InfoPath or
HTML to the LiquidOffice Server.
InternetUsers access
LiquidOffice forms
through a secure
login.
InternetUsers access
LiquidOffice forms
through a secure
login.
Accessed OnlineElectronic forms are
accessed online.
Corresponding paper
attachments are scanned
into the users personal
inbox and electronically
attached to the form.
Initiate RoutingCompleted forms with
attachments and digital
signatures are then
deployed to initiate routing,
tracking and approvals.
RepositoryThe image and data
are exported to a back-end
repository.
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The Business Process Management Guide or Healthcare
LiquidOfces Return on Invest-ment PotentialAs a ull-eatured BPM solution,
LiquidOce oers healthcare orga-
nizations substantial ROI opportuni-
ties by reducing costs, increasing
productivity and eliminating errors.Using LiquidOce, organizations have
achieved a 75 percent reduction in the
costs associated with shipping, paper,
supplies and storage.
The ollowing is an example o how
LiquidOce can dramatically improve
business processes.
Typical Customer ROI Scenario:A large healthcare organization has
hundreds o orms or their business
processes, including time sheets, HR
orms, POs and time-o requests.
Beore LiquidOfce:
Forms exist in dierent ormats, some
on paper and some electronic. It is
dicult or employees to nd the
right orm, and once ound they need
dierent applications to open and ll
out the orms. To process the orms,
employees print and submit them via
expensive overnight mail. The overall
process is time consuming, inecient,
expensive and error prone. Plus, there
is no way to track progress in real time.
Ater LiquidOfce:
By incorporating LiquidOce, all
orms are stored in a central reposi-
tory, thus saving the cost o printing
and distributing. Employees ll out
and submit the orms rom their desk-
tops and track the signo process in
real time. The organization saves mil-
lions o dollars annually on the cost
o printing, mailing and maintainingpaper orms.
LiquidOfces Advantagesover Other eForm and BPMSolutionsLiquidOce has signicant competi-
tive advantages over other products in
the market. Most notably:
1) Robust eForm FunctionalityEectiveeForm management requires a ull range
o unctionality, rom designing orms,
integrating with corporate environments
and providing the necessary security and
digital signature compliance LiquidOfce
leads the industry in providing such a
comprehensive solution, thanks to the
ollowing eatures:
Centralized management through rich
client administration environment
Form design expression builder or
building rules and validations
Process monitoring o orm signo
status
Superior user interace and unctionality
2) Enterprise ReadyLiquidOfce is builtor handling critical processes in complex
IT environments From advanced adminis-
trative capabilities, such as LDAP support
and single sign-on to enterprise-strength
security, LiquidOfce can handle any
orm management task in a wide range o
IT environments
3) Integrated with TeleFormLiquidOfceis integrated with TeleForm, Cardis
award-winning scanning and content
capture application, allowing customers
to seamlessly manage the transition rom
paper-based processes to electronic
ones
Typical ROI Calculation orLiquidOfceReturn on investment calculations or
LiquidOce are based on replacing
manual and paper-based orms pro-
cessing with electronic orms and auto-
matic routing. Here is a typical example
with representative ROI results.
For an organization that manages 100
orms or its employees and clients:
Beore LiquidOfce
Average labor and mailing costs to pro-
cess a single orm = $50
(includes all aspects o paper orms pro-
cessing: printing/duplication, distribution,
associated labor costs, flling out, routing,postage, automated capture and entry o
orm data, approval and storage)
Number o orms processed each year:
10,000
(1,000 individuals x 10 orms each per
year)
Total cost or manual orms processing:
$500,000
($5 0/orm x 10,000 orms)
Ater LiquidOfce
Labor and materials cost: $16 per orm
(or completing, distributing, routing, and
storing orms with LiquidOfce)
Total cost or LiquidO fce orms process-
ing: $160,000
(based on 10,000 orms per year) Total technology investment: $3 10,00 0
(sotware, hardware, implementation
services, training, support/maintenance)
Total frst-year cost: $47 0,00 0
Financial Beneft
First-year savings: $30, 000($ 500, 000 in manual labor costs vs
$47 0,00 0 or LiquidOfce technology +
labor costs)
Second-year savings: $296, 440($ 500, 000 in manual labor costs vs
$2 03,5 60 or labor costs and sotware
support/maintenance)
Payback in months: 11(based on a labor cost-savings)
Two-year ROI: 92%(based on a two-year total investment o
$35 3,560 yielding a savings o $680,0 00)
The above example only highlights the
hard cost-savings that can be obtained
by converting paper-based orms
into electronic ones. A ull analysis o
LiquidOces ROI would also include
sot cost-savings stemming rom
reduced errors, higher worker produc-
tivity and improved responsiveness.
Upon request, Cardi can provide you
with an ROI calculation based on your
existing processes.
LiquidOfce Beneft and ROISummaryLiquidOce oers healthcare organi-
zations numerous ways to s treamline
processes, increase productivity and
improve service. The ollowing are just
some o the benets that enable orga-
nizations to achieve a substantial ROI.
Eliminate inefcient business processes
- Reduce lengthy cycle times
- Decrease manual and redundant
processing
Increase productivity
- Automatic database validation
eliminates need or manual checks
- Auto-fll unctionality pre-flls
orms with inormation rom exist-
ing databases
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0 Proprietary and Confdential to Cardi.
- Automatic routing o orms means
less running around or employees
Cut costs associated with creating andmanaging orms
- Electronic orms eliminate paper
copying, axing, mailing, fling
and storage costs
Improve customer service
- Automated processing and real-
time access to inormation accele-
ates decision processes and
response times
Facilitate employee retention
- Automated collection and process-
ing o paper and digital
orms acilitate a aster and more
accurate response to internal
requests
Comply with audit, security and regula-tory requirement
- Maintain compliance and privacy
- Provide inormation access
- Support audit trails
Leverage existing technology invest-ments
- Cardi s commitment to open
standards ensures eortless inte-
gration with existing database,
content management and back-
ofce systems
Conclusion
The healthcare industry aces many
intense challenges, including ris-
ing costs, declining protability and
widespread ineciency. In addition,
the industry has to deal with a ast-
changing regulatory environment
and a constant pressure to improve
quality, saety and access. Healthcare
proessionals are bogged down with
paper-based processes, manual data
entry, a lack o mechanisms to track
and manage critical assets and data,
and isolated inormation systems thatare unable to share data.
That is why leading healthcare com-
panies use Cardis BPM solutions
to discover, analyze and process
inormation. Cardi enables health
proessionals to get accurate and
up-to-the-minute access to research,
regulatory interpretations, medical
histories, and the real-world experi-
ence o ellow physicians, nurses and
administratorsto quickly make better
decisions and drive better patient care.
And with Cardi, medical care provid-
ers can respond aster to the public,
who are demanding higher qualityservices online, over the phone and
ace-to-ace.
In short, Cardi enables healthcare
organizations to improve clinical care,
enhance collaboration, maintain regu-
latory compliance and raise consumer
satisaction.
About CardiCardi (www.cardi.com) is a leading
provider o adaptive business process
management (BPM) and content cap-
ture solutions that enable organiza-
tions to uniy people, paper and pro-
cesses. Cardi enables organizations
to capture data rom electronic and
paper sources and adapt to existing
processes by managing structured,
exception and people-driven actions.
As a result, businesses achieve greater
agility, increase customer value and
reduce operational costs while short-
ening deployment time and improving
visibility and control o key processes.
Cardi serves more than 8,000 cus-
tomers worldwide, including many in
the nancial services, pharmaceutical,
healthcare, education, government
and manuacturing industries. Cardi
is an Autonomy Group company (LSE:
AU or AU.L).
Appendix: CaseStudies or CitedCustomerTestimonialsCustomer testimonials cited in thispaper are derived rom select Cardi
case studies in the healthcare industry.
These case studies, along with cor-
responding examples o actual orms,
are provided herein to provide more
inormation on their implementations
and ROI scenarios. The ollowing case
studies can be ound in the appendix.
Case Studies American HomePatient (Sales Order and
Billing)
Moorestown Visit ing Nursing Associat ion(Patient Assessments)
Riverside County Department o Mental
Health (Treatment and Patient Surveys)
SERV Centers o New Jersey (Compliance
documentation)
Sonic Innovations (Medical Equipment
Procurement)
South Carolina Area Health Education
Consortium (Medical Program Analysis)
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Case Study
Moorestown VisitingNurse AssociationMoorestown Visiting Nurse Asso-ciation collects critical data usingCardi TeleForm.Moorestown Visiting Nurse Associa-
tion (VNA), a voluntary, non-prot home
health agency has been providing quality
health care to residents o New Jerseys
Burlington, Camden and Gloucester coun-
ties. With over 250 employees, Moore-
stown VNA serves 5,000 patients annually.
Moorestown VNA is one o the very ew
home care agencies qualied to provide
care or patients o all ages, including chil-
dren and newborns.
The ChallengeIn 1999, home health providers were
required by law to monitor the quality o
home health care with a standardized,
reproducible assessment ins trument. To
improve care and comply with the law,
the Health Care Financing Administration
(HCFA) instated the use o an instrument
called the Outcome and Assessment Inor-
mation Set (OASIS).
The resultant OASIS orms used to col-
lect all pertinent patient inormation can
range up to 25 pages, composed o dozens
o elds with hundreds o required data
entries. When manually entered into a
database, these orms typically can take an
experienced data entry clerk 18 to 20 min-
utes to key enter. To meet its obligations,
Moorestown VNA ound itsel employing
ve ull-time clerical employees.
The Solution
Ater an initial investment in a wholly-elec-tronic OASIS data collection system, which
proved unsuccessul, Moorestown VNA
reached out to PACE Business Solutions, o
Whitehouse Station, New Jersey, a leading
provider o oce automation technology
solutions, to consult with and potentially
provide a solution to their OASIS compli-
ance problem.
By combining valuable industry insight
and guidance (provided by Janet Schefer,
Inormation Systems Supervisor at Moore-
stown VNA), with Cardi TeleForm, a
network-based solution, PACE developed
a system to easily and accurately capture
inormation and convert existing paper
OASIS orms into digital data. This turnkey
automated data collection system drasti-
cally reduced the need or manual data
entry, while increasing accuracy and sat-
isying the primary users at Moorestown
VNA. In short, the approach was to make
the paper smart, thus assuring buy-in
rom the user community.
The Benefts o CardiWe are very pleased with the results we
have seen rom the TeleForm System,
said Schefer. The act that TeleForm has
reduced the time it takes a data entry clerk
to input data rom 25-page OASIS orms,
rom 20 minutes down to only two minutes,
enables us to streamline our processes
more than we had expected.
In addition to collecting all necessary
OASIS inormation, the VNAs orms were
designed to also collect locator code inor-mation rom HCFA-485 Plan o Care orms.
The HCFA-485 orm is used or Home
Health and Plan o Care Certication and
re-certication. The orms are lled in by
the nurses in the eld and returned to the
Moorestown VNA home oce, where they
are scanned using TeleForm and a Fujitsu
optical scanner. Powerul engines within
TeleForm allow or accurate recognition o
a variety o characters, including handprint,
Moorestown Visiting Nurses Association
Industry: Healthcare
Application: Claims Forms
Challenge: Streamline processes and
minimize expenses and simpliy the way
data was entered into their systems
Solution: Cardi TeleForm, TeleForm
AutoMerge Publisher, RightFax Server,
Fujitsu Scanner, Kyocera Multi-Functional
Device, Oracle Database
Partner: Pace Business Solutions
Results:
Processing time reduced 90% rom 20
minutes to 2 minutes
80% reduction in ull-time data entry
starom ve to one
Easy to read merged orms
Processes streamlined into one logical,
user-accepted, ecient and cost eec
tive system
OI in less than one year
Customer at a Glance
The act that TeleForm hasreduced the time it takesa data entry clerk to inputdata rom 5-page OASISorms, rom 0 minutesdown to only two minutes,enables us to streamline ourprocesses more than we hadexpected.
Janet Scheer, Moorestown VNA
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Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480
Email: [email protected]
Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001
Email: [email protected]
Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.
www.cardi.com
machine-print, bar codes and check marks.
Ater the TeleForm recognition engines
evaluate the scanned data, key entry
personnel working rom a PC computer
simply review only the characters, which
are deemed questionable by the sotware.
This action has reduced the time to keyenter a 25-page OASIS document rom 20
minutes to two minutes, and the number o
data entry clerks required to ulll this work
has been reduced to one ull-time person
instead o ve.
Ater the data has been validated and
accepted by the clerk running the TeleForm
Verier, it is committed/exported to a cus-
tomized PACE application, which includes
300 plus edits o the collected OASIS MO
eld data to assure its acceptance by HCFA.
OASIS MO codes are critical data points,
which can directly eect reimbursement or
home healthcare providers.
The PACE system also provides or an elec-
tronic review o the collected HCFA-485
inormation prior to a data merge onto a
HCFA-485 Plan o Care orm, which is then
automatically axed to doctors or their sig-
natures. To accomplish this, Pace Business
Solutions integrated a RightFax Fax Server
with TeleForms AutoMerge Publisher and
PACEs 485 Interace application. The orms
that the doctors receive or approval are
clean, legible machine-printed documents.
According to Schefer, Everybody really
likes the new ormat, including the state
nding them easy to understand and read.
As an enhancement to the start o care
patient processes at Moorestown VNA,
PACE built an electronic intake module,
which allows or entry o potential patients
to the VNAs backend (Health Care Inorma-
tion System) HCIS scheduling and billingsystem. Tied to an Oracle database, the
PACE system at Moorestown VNA includes
a PACE Imaging/Document Management
Interace, which provides indexed storage
and retrieval o OASIS and other relevant
patient documents.
By incorporating an open modular design
with industry standard development tools
and databases, Pace Business Solutionshas been able to provide Moorestown VNA
with a scalable system, which is open or
enhancement by savvy end-users, (like Ms.
Schefer). And the system has paid or itsel
in less than a year. Data and images col-
lected with the system are exportable to any
system, which oers an ODBC (Open Data
Base Connectivity). The Moorestown VNA is
now in a position to simultaneously export
collected data and/or images to: HCFA, its
back-end billing sotware (HCIS); its payroll
sotware (ADP); and its patient records
systems (PACE). Processes that at one time
required separate redundant manual key
entry points and repeated instances o paper
handling are now streamlined into one logi-
cal, user-accepted, ecient and cost
eective loop.
Copyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ions
and eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905
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The Business Process Management Guide or Healthcare
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Proprietary and Confdential to Cardi.
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Case Study
Riverside CountyDepartment o Mental
HealthRiverside County Department oMental Health implemented aWeb-based consumer outcomedata collection system. CardiTeleForm and Hershey Technolo-gies ImageNet enable immediategraphical trend reports that showclient progress across consecutivevisits at multiple sites.The Riverside County Department o Men-
tal Health provides eective, ecient and
culturally sensitive community-based ser-
vices to the residents o Riverside County,
the astest growing and currently ourth
largest county in the state o Caliornia.
The department currently serves more than
42,600 clients per year, including severely
mentally disabled adults, substance abus-
ers, and children at risk o mental disability.
The ChallengeIn 1991, the state o Caliornia passed the
Bronzan-McCorquodale Act, also known as
Realignment, which mandated that coun-
ties report data on client satisaction and
outcomes to the director o the Caliornia
Department o Mental Health (DMH) in
order to demonstrate accountability or the
expenditure o public, behavioral health-
care dollars.
Assessing consumer outcomes is about
accountability and cost eectiveness, but
its also about helping people get better,
said John J. Ryan, director o Riverside
County DMH. In addition to addressing
state mandates, we wanted to implement aclinical eedback system that would survey
a client and provide an immediate trend
report, in graphical ormat, so that our ser-
vice providers and clients could establish
treatment goals and see progress rom one
visit to the next.
In addition, the solution had to be one that
the departments IT services could man-
age on its own, explained Dr. Stephanie
Oprendek, supervising research specialist
or the Riverside County DMH. We didnt
want to have to rely on an outside vendor
or modications, such as producing cus-
tom reports. And we needed a system that
would be able to keep up with our volumes
and produce near instantaneous reports
even rom aar. Also, since services are
delivered at many sites, and clients may be
seen at several o them either simultane-
ously or over time, we needed an integrat-
ed system that would track progress or
each client even i they moved rom clinic
to clinic.
The SolutionAter determining that its legacy ax-based
data collection system could not meet cur-
rent needs, Riverside County DMH decided
to upgrade to a new solution rom Cardi
and its longtime partner Hershey Tech-
nologies. Hershey recommended Cardi
TeleForm with the eForm Option or orm
design and data collection over the Internet,
along with Hersheys Web Validation and
Image Management system, ImageNet.
To implement the solution, Riverside
County Department o Mental Health used
TeleForm as the platorm or survey devel-opment and programmed its own reports
tailored to its specic needs. Hershey Tech-
nologies worked in collaboration to opti-
mize the inrastructure within, which the
survey and report system would operate.
The department wanted the data to be pro-
cessed centrally rom numerous remote
sites and a report generated within ve
minutes ater turning the survey in, so that
Riverside County Department o Mental
Health
Industry: Healthcare
Application: Patient outcome data (Goal
Attainment and Treatment Evaluation
orms)
Challenge: Collect and veriy data orm
remote sites on client progress and pro-
vide timely trend reports to mental health-
care providers
Solution: Cardi TeleForm, TeleForm
eForm Option, Hershey Technologies
ImageNet Suite, Kodak/Fujitsu scanners,Castelle Fax Server
Partner: Hershey Technologies
Results:
Clinicians have immediate trend
reports showing client progress or
areas o concern.
Remote clinics have choice o data
collection methods (Image, FAX, Web
eForm) with Web-based verication.
Flexibility to use uture data collec-
tion technologies.
Customer at a Glance
With the TeleForm/Ima-geNet solution we have seenmore accurate, timely dataand enhanced workowefciency.
Dr. Stephanie Oprendek, Riverside County DMH
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Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480
Email: [email protected]
Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001
Email: [email protected]
Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.
www.cardi.com
the counselor could respond appropriately
as quickly as possible, Neal Fischer at
Hershey Technologies explained. To meet
all o the requirements, we integrated the
ImageNet document management product
and TeleForm in a way that would allow
or Web-based scanning, data collection,verication and integration o the clients
reporting tool, along with an automated
repository or completed digital orms and
imaged documents.
At the time o treatment, clients complete
a survey, called the Goal Attainment and
Treatment Evaluation survey (GATE).
Developed by Oprendek and Dr. Larry
Ogilvie, Program Chie o Riverside County
DMH, GATE consists o questions designed
to track client progress and satisaction,
and to alert clinicians to potential areas
o concern. Ater TeleForm scans and
processes the survey, ImageNets browser-
based Validation module allows the remote
departments to perorm verication on the
data. Optionally, the outcome survey may
be lled out and submitted online through
the TeleForm eForm Option. The recogni-
tion rate o the TeleForm OCR engine is
very good, Oprendek commented. Since
the client is right there, in the same oce
where the data is being veried, we can be
assured o data accuracy.
The Benefts o CardiThe end-result is a graphical trend report
based on the outcome data, which allows
Riverside County DMH to assess client
outcomes within ve minutes, no matter
where the client is being seen. In addition,
remote clinics can now handle the data col-
lection themselves.
Client visits oten start at the same time,
or example, on the hour, which means
that surveys are being turned in simultane-ously, Oprendek observed. Throughout
the County there can be as many as 150
surveys hitting the system at once, yet
were handling the volume and achieving
the turnaround that we need.
Oprendek expanded, Other systems oten
have a centralized proprietary verication
and reporting architecture, or are stand-
alone PCs that will only track clients at asingle clinic. In the centralized, proprietary
types o systems, you might have to wait
hours or even days or a report to be axed
or sent, and then wait again i an error is
ound and you have to correct the data.
The stand-alone systems can sometimes
provide timely reports, but they cant ol-
low clients throughout a large system o
care. With the TeleForm/ImageNet solution
we have seen more accurate, timely data
and enhanced workfow eciency. Thanks
to Hersheys collaborative approach and
Cardis open-system product, weve
achieved our goals and are looking orward
to using the system or other surveys and
applications, such as with Windows-based
Tablet PCs and similar technologies.
Copyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ions
and eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905
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The Business Process Management Guide or Healthcare
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8 Proprietary and Confdential to Cardi.
4. Recently, have you:
Felt blue, down in the dumps, or depressed?
Had trouble getting food, clothes, or a place to stay?
How much have your mental health problems been bothering you?
Heard or saw things that other people don't?
Had trouble controlling your temper or actions?
Felt afraid, anxious, or on edge?
Not at all A little Somewhat Quite
a bit
Most or a
of the tim
Were you arrested or did you serve any time in jail/prison ? Yes No
Were you the victim of a crime? Yes No
6. Recently:
Yes NoWere you in the hospital for a mental health problem?
5. Does your current alcohol and/or street drug use:
...keep you from doing any activities?
...make your mental health problems worse?
...make someone else upset with you?
Yes No I do not use alcohol / drugs
Yes No I do not use alcohol / drugs
Yes No I do not use alcohol / drugs
Felt like you had too much energy, racing thoughts, or were impulsive?
Had thoughts of hurting yourself?
Had thoughts of hurting someone else?
Goal Attainment and Treatment Evaluation - Initial Form
page 2 of 2
8. If you are taking medications:
...have they been helping you?
7. How easy has it been for you to get services
when you needed them?
Yes, Quitea bit Somewhat A little
Notat all
I don'ttake meds
VeryEasy Easy Average
SomewhatDifficult Difficult
Thank you for completing this survey.
lease use the space below and the back of this form for commentsand any suggestions you would like to make.
Please answer the following questions regarding treatment you have received before
coming here.
Copyright 2002 by the Riverside County Department of Mental Health. All rights reserved. No part of this publication may be reproduced in anyform or by any means electronic or mechanical, including photocopy, recording, or any information storage without persmission in writing from the publisher.
50682
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Case Study
SERV Centers oNew JerseySERV Centers o New Jersey usesCardi TeleForm to streamlinepaperwork and improve servicedelivery. TeleForm has reducedorm completion time by 75%.SERV Centers o New Jersey, Inc. is a non-
prot provider o behavioral healthcare to
adults, children and amilies as they work
to recover rom and cope with mental ill-
ness and addictions. Established in 1974,
SERV Centers sta o more than 400 cur-
rently assists about 1900 people annually
by providing social, educational, residen-
tial and vocational services throughout
central and northern New Jersey.
The ChallengeTo comply with Medicaid regulations and
monitor sta productivit y, SERV Centers
must document all services provided to
clients regardless o whether or not the
service is billable. In addition, recorded
services have to match the hours logged
on each sta members time-sheet.
Existing SERV Centers procedures col-
lected the required inormation using client
service history, sta payroll and billing
documents. These manual processes
emanated rom 43 separate locations that
adjudicated the data and then channeled it
to one central location or nal data entry
into the billing and payroll systems.
These processes were redundant, conusing
and highly inecient, and in many cases
supported by inconsistent documentation.
SERV Centers required a fexible data cap-
ture workfow solution that would preventdiscrepancies and reduce the time being
spent on paperwork and data entry; time
that could be better spent on client services.
It was taking up to two hours a day per
employee to ll out paperwork, said Mark
Bensel, vice president o MIS at SERV
Centers. We needed a system that would
allow us more time to do our jobs and that
would stand up to a potential audit .
Two years prior, SERV Centers had piloted
Cardi TeleForm, an automated con-
tent capture solution, or a survey project.
Accordingly, Mark Bensel contacted Pace
Business Solutions, a Cardi channel part-
ner and member o Cardis President Club,
to help them utilize the TeleForm product
once again to streamline their processes.
The SolutionAter analyzing workfows and Medicaid
requirements, the PACE Business Solutions
team implemented a turnkey solution to
address SERV Centers needs. The solution
integrates Captaris Rightax ax servers,
Cardi TeleForm content capture sot-
ware, and a PACE-customized workfow
and imaging system. The PACE-developed
workfow eeds into SERV Centers existing
billing database, provided by MS*Health
Sotware Corporation o Hackettstown,
New Jersey.
Being able to eed the workfow into our bill-
ing database was critical, Bensel explained.
We had a billing backlog o our to six
weeks, and we knew that once everything
was integrated, we would have the ability to
expand the system in other directions.
Joe Tornabene, president o PACE Business
Solutions, agreed. PACE employs a rapid
action development strategy and the tools
we use, like Cardi TeleForm, are scalable,
which allows clients like SERV Centers to
hit the ground running and iteratively build
upon their successes as they implement
our systems.
SERV Centers o New Jersey
Industry: Healthcare
Application: Service Delivery Log Forms
Challenge: Streamline processes, improve
client service delivery, enhance productivity
Solution: Cardi TeleForm, Captaris
RightFax Fax Server, InPACE document
storage and retrieval system, MS*Health/
CMHC
Partner: Pace Business Systems
Results:
75% reduction in orm completion
time
75% productivity gain in adjudication
Elimination o billing backlog
Reduction in entry time o payment
datarom eight days to 20 minutes
Customer at a Glance
In the past, it took twopeople our business days
every month to enter all thepayments. Now we can doit in about 0 minutes withno data entry errors. Youcant get much better thanthat.
Mark Bensel, SERV Centers
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Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480
Email: [email protected]
Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001
Email: [email protected]
Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.
www.cardi.com
PACE began the implementation by con-
solidating the Personal Care Assistance
Log, the Face-to-Face orm and the Time
Sheet into a single smart Service Deliv-
ery Log (SDL) orm. This SDL orm is axed
into the main SERV Centers oce, where
the hand-printed data is optically read and,i necessary, veried. As an alternative to
the ax-in method, paper SDL orms can be
scanned at appropriately equipped SERV
Centers satellite locations.
PACE designed the orm with embedded
smart elds that alleviate workers rom
having to repeat codes or explanations
when identical services are delivered to a
group. During the verication step, these
elds are lled in automatically. The Veri-
er clerk simply has to enter only question-
able characters, ater which the validated
data is exported to the MS*Health/CMHC
database. The corresponding TIFF image
is held or uture retrieval in a PACE-devel-
oped document storage and retrieval sys-
tem called InPACE.
The MS*Health/CMHC system automati-
cally applies Medicaid billing rules to the
scanned detail services, aggregates them
into billable units, and prepares billing
documents, which are electronically trans-
mitted to Medicaid. In the past, Medicaids
payments were manually entered into the
MS*Health database rom reports gener-
ated rom payment data delivered on a CD-
ROM disk. MS*Health has since developed
a process that reads the le on the CD and
automatically applies the payments.
In the past, it took two people our busi-
ness days every month to enter all the pay-
ments, Bensel said. Now we can do it in
about 20 minutes with no data entry errors.
You cant get much better than that.
The Benefts o CardiAccording to SERV Centers Mark Bensel,
benets o the new system include:
A 75 percent reduction in orm completion time,
rom two hours per person to the current time
o 30 minutes to fll-out the smart SDL orm
The elimination o costly preprinted Time Sheet,
Personal Care Log, and Face-to-Face orms
A 75 percent productivi ty gain in the adjudica-
tion process Adjudicators at each o the 43
SERV Centers sites required one ull day perweek to process their work the old way, which
now is accomplished in less than two hours
Elimination o the typical six-week data entry
billing backlogs The work now gets processed
and completed the day it hits the ax server
Reduced time to enter payment data received
rom Medicaid, rom 8 days per month to 20
minutes
Copyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ions
and eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905
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The Business Process Management Guide or Healthcare
SBHS Service Delivery Log
Staff IDStaff Name
Date of Services
- -MM DD YY
:am
pm
( Enter 'Other Times' only on page-1 for this date)
:am
pm
Services SizeMinutes Client ID Client Name
Staff Signature
I attest that the above is an accurate representation of the services that I provided on this date.
Hour HourMinute Minute
Begin Time End Time
Recording a service/interaction on this form does not mean it will be billed.P-6 (01-10-2002)
Page of
Time
For this Staff + Date of Services
Services SizeMinutes Client ID Client Name
X
:Hours Minutes
Location Number
Vacation
Sick
Personal
Holiday
Other
:MinutesHours
Other Time(Begin and End Times are for Services on This Page)
Note: Midnight is 12:00am
1
2
3
4
5
6
7
8
9
0
1
2
3
4
5
6
7
8
9
0
1
2
Vacation
Sick
Personal
Holiday
Other
63397
63397
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Proprietary and Confdential to Cardi.
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Case Study
Sonic Innovations, Inc
Sonic Innovations, Inc. realizes sig-
nifcant time and cost-savings withCardi TeleForm.An estimated 28 million people have some
orm o hearing impairment, and more
than a million school-aged children have a
hearing loss that can signicantly impact
speech/language development and educa-
tion. Sonic Innovations, Inc. is making a
dierence in peoples lives by rehabilitat-
ing their hearing and re-connecting them
with the world around them.
Sonic Innovations, Inc. has established
themselves as the astest growing hearing
aid company in the world. They specialize
in designing, developing, manuacturing
and marketing advanced digital hearing
aids and hearing aid components or a
worldwide customer base o physicians.
The ChallengeSonic Innovations oers a variety o digital
hearing aid products that are designed to
meet each individuals needs by manuac-
turing each aid specically or each patient.
Along with the patients details, each physi-
cian also has their own set o preerences
that need to be taken into consideration. It
is critical to accurately track these complex
details throughout the manuacturing pro-
cess to ensure the integrity o the product.
Ater intense scrutiny o its operating
procedures, Sonic realized that it had
numerous manual data processes in place
that were time-consuming, inecient and
required change. Initially, the company
manually entered orders they received
at their primary manuacturing acility inMinneapolis, Minn, containing detailed
ear impressions and specic instructions
rom the physician. Sonic Innovations had
numerous data entry rules that a clerk was
required to know and enorce as well as
consulting a separate database o preer-
ences or each submitting physician.
At the completion o the data entry process
the order orm was scanned and archived
or easy viewing and reerence. The origi-
nal order orm and any coupons were then
attached to a Work Traveler orm then
released to the manuacturing foor to
process. Throughout the manuacturing
process, the traveler ollowed the product
and at each step o the process, notes were
made on the order orm. Ater the hearing
aid was produced, the modied order orm
was scanned in, replacing the original.
In the spring o 2001, Brad Peterson, Sonic
Innovations IS Manager called Dane Meul-
er, VP o Business Development o Integra
Inormation Technologies (www.integrain-
otech.com) to nd out i there were as ter
scanners available to reduce the manpower
required to scan the records. It became
apparent that this was not just a matter
o aster scanners but improving the data
entry process.
The SolutionCardi TeleForm was selected because
o the ability to reduce data entry time and
increase accuracy by reading barcodes,
machine print (OCR), and hand print (ICR).
TeleForm improves accuracy by using
these reading techniques combined witha sophisticated verication process and a
viewer that enables the operator to easily
compare the original data with the inter-
preted data. A major benet is the ability
to embed business logic and rules into
the verication process, reducing both the
required skill level or doing the work and
the rate o errors.
Sonic Innovations, Inc.
Industry: Healthcare
Application: Processing order orms
Challenge: Reduce data entry labor and
improve accuracy
Solution: Cardi TeleForm Enterprise,
Automerge Publisher, eForm Option,
Remote Capture
Partner: Integra Inormation Technologies
Results:
Tripled order entry capability with
existing headcount
More ecient fow o inormation
Automation o order entry procedures
Data accuracy
We have improved qual-ity and accuracy usingTeleForms built-in businessrules to eliminate the risk ohuman error.
Brad Peterson, Sonic Innovations
Customer at a Glance
http://www.integrainfotech.com/http://www.integrainfotech.com/http://www.integrainfotech.com/http://www.integrainfotech.com/ -
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Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480
Email: [email protected]
Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001
Email: [email protected]
Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.
www.cardi.comCopyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ionsand eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905
We sought a solution that would auto-
mate the process o collecting, veriying
and exporting inormation rom our order
orms, with an open architecture that
would easily integrate with our existing
ERP system. said Brad Peterson.
Ater implementing TeleForm, Sonic Inno-
vations has reduced the time and cost o
processing their incoming orders. The
orders are now scanned into TeleForm at
the manuacturing acility in Minneapo-
lis. The physician and patient data is then
generated rom the built-in business rules,
validated and veried. Using remote cap-
ture capabilities, the database look-ups and
access occur in real time and the inorma-
tion is then exported to the ERP system,
MFG/PRO, at the headquarters in Salt Lake
City, Utah.
Once the data is submitted to the ERP
system, a work order traveler is printed in
Minneapolis. This document contains the
physicians selections, customer preer-
ences, the custom conguration, serial
number, customer inormation, and war-
ranty inormation. The original order orm
is then attached to the work order traveler
and transerred to the manuacturing tech-
nicians. Sonic Innovations then archives
the original order orm in PDF ormat or
easy reerence.
With TeleForm, they created those rules as
part o the orm so that it would look at the
preerences database as well as a coupon
database. It also eased data entry or the
ERP data entry that they were doing sepa-
rately. This particular ERP had 50 dierent
screens that might require data entry,
Dane Meuler states. Using Cardis solu-
tion they can simply export the data or the
ERP system to import.
We have improved quality and accuracy using
TeleForms built-in business rules to eliminate
the risk o human error, said Peterson.
TeleForm was also used to create a new
and better orm with all o Sonic Innova-
tions business rules imbedded into the
orm. This same orm can now be pub-
lished to the Web using TeleForm and the
submission o an order can happen rom
the physicians oce, using all the rulesalready written or the orm and eliminat-
ing the paperwork all together.
The Benefts o CardiThe implementation o TeleForm has met
all o the established business goals. The
archiving process now takes one person
15 minutes, down rom two ull-time
processors. The total order entry pro-
cess now takes less than 50% o the time
that it required, prior to TeleForm. Sonic
Innovations testing showed that an order
that previously required six minutes to
data enter, can now be completed in two
minutes, tripling their order entry without
increasing headcount.
The solution paid or itsel in the rst ew
months, said Brad Peterson. Handling
orders quickly and eciently is essential
to our continued success, and by selecting
the Cardi TeleForm solution we can easily
raise our level o service and simultane-
ously reduce our costs. I someone has a
data entry environment where you want
to reduce errors, improve throughput, and
a quick payback, this is the product to put
into your business.
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Proprietary and Confdential to Cardi.
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Case Study
South Carolina AreaHealth Education
ConsortiumSouth Carolina AHEC reliablytracks eectiveness o its pro-grams with Cardi TeleForm.TeleForm, which improves dataquality and timeliness or thehealthcare catalyst program.The South Carolina Area Health Education
Consortium (AHEC) is a state-unded pro-
gram with a mandate to improve health care
to medically under-served areas in South
Carolina and to encourage groups o indi-
viduals who are under-represented in the
healthcare proessions to enter these elds.
AHECs our regional oces coordinate
grass-roots eorts with academic
institutions and community organizations
to encourage underprivileged students to
pursue education in healthcare at all levels
o studymiddle school, undergraduate
and graduate level, and continuing
educationand to place these individuals
in areas o South Carolina where more
healthcare proessionals are needed.
The ChallengeThe unding o programs such as AHEC
depends on the quality o data that is avail-
able to track their eec tiveness. To be a
viable organization, AHEC has to show
that their eorts help launch under-repre-
sented groups into healthcare proessions
in certain areas o the s tate, or example,
that the placement o medical students
in mentored assignments in medically
under-served areas helps reduce the lack
o healthcare in these regions.
Historically, AHECs 25 regional and local
coordinators manually collected data on
individuals who participated in its outreach
programs. Because the oces used dier-
ent data collection and processing methods,
the data was inconsistent and incomplete.
When it came time to consolidate the data,
everyone would have to pull all-nighters,
trying to t the data into a master report
by hand, said Lynne Becker, Director o
Inormation Technology at AHEC. There
was no unication or uniormity and no
verication o the data. When I took over in
October 2001, a more rigorous and stream-
lined method o data collection became my
rst priority.
Fortunately, Becker had previously used
Cardi TeleForm, an automated content
capture solution, or a clinical trials project
at the Medical University o South Carolina.
As a ormer TeleForm user who had earned
an advanced degree in public health
administration and statistics, she knew
the product was fexible in its unctionality,
and she trusted its reliability.
Becker explained, My primary concern
was quality dataa centralized, uniorm
data depot that would serve as our state-
wide IT application. Timeliness was second.
Previous consultants had estimated that
the job would require up to three years.
But I knew that we could do it in much less
time with TeleForm.
The SolutionBecker began the implementation by rede-
signing database structures and reports or
12 dierent databases and educating AHEC
sta on the basic requirements o data
collection and verication. Beckers team
also involved the AHEC coordinators in the
process o orm design.
Becker and her team implemented the
solution with very little customization
South Carolina Area Health Education
Consortium
Industry: Healthcare
Application: User surveys
Challenge: Improve data quality and time-
liness to better track eectiveness
Solution: Cardi TeleForm, ax servers,
Microsot Excel and Access, Statistical
Package or the Social Sciences (SPSS)
Results:More valid data and more timely,
accurate reports. Dual export enables fex-
ible processing o the data into spread-
sheet ormat and relational database.
Data entry sta ree to complete other
tasks.
Customer at a Glance
For the most part, the datajust ies through, with littleneed to veriy. TeleFormsrecognition rate is thatgood.
Lynne Becker, South Carolina AHEC
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Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480
Email: [email protected]
Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001
Email: [email protected]
Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.
Copyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ions
and eatures are subject to change without notice Use o Cardi Sotware is under l