Patient Intake Management - CHUG€¦ · 02/10/2015 · Stop by our Booth at CHUG Saves...

Patient Intake Management

Jamie McCarthy, Business Development Director, Phreesia

Systems Your Practice Relies On

Clinical Systems

Revenue Cycle

Management

• Automate billing and claims submission

• Track A/R

Practice Management

• Schedule appointments

• Manage patient accounts

• Digitize patient medical records

• Exchange clinical information with providers

Think About Your Patient Intake Management Process

3 2015 Phreesia Confidential Information

What steps need to happen for every patient every time in

order to…

Capture a complete patient record

Generate a profit for your practice

Provide a best-in-class patient experience

Audience Poll: Are These Steps Part of Your Process?



Patient arrives Patient goes to exam room Post-visit

Confirm patient

information matches

practice record

Confirm patient

identity matches

practice record

Gather or confirm

insurance information

Capture patient

address, phone

number, and email

Ensure HIPAA policy form

is signed and up-to-date

Capture and score

risk assessments

Capture past medical,

family, and surgical

history

Capture meaningful

use data




Verify insurance eligibility

and benefits

Calculate and collect

patient copay

Capture signature for

practice policies, including

financial policy

Validate and collecting

outstanding balance

Set up and manage patient payment

plan and card-on-file

Send end of day payment

reminders

Send monthly billing

statements





Track and report who is

referring your patients

Collect patient emails

Survey your patients on their

experience

Email newsletter and

announcements to your

patients

Direct patients to

your portal

Greet and interact with

your patients


This Is Hard to Do for Every Patient, Every Time





Track and report who is referring

your patients

Collect patient emails

Survey your patients on their

experience

Email newsletter and

announcements to your

patients

Direct patients to

your portal

Greet and receive your

patients

Verify insurance eligibility

and benefits

Calculate and collect

patient copay

Capture signature for practice policies,

including financial policy

Validate and present

outstanding balance

Set up / manage patient

payment plan and card-on-file

Send end of day payment reminders

Send monthly billing

statements Confirm patient information

matches practice record

Confirm patient identity

matches practice record

Gather or confirm insurance

information

Capture patient address,

phone number, and email

Capture past medical, family,

and surgical history

Capture and score risk

assessments


Adding Support Staff Leads to Rising Costs

Source: MGMA Cost Survey for Hospitals and Integrated Delivery Systems: 2014 Report Based on 2013 Data

Patient Intake Management Is Best Practice

Patient Intake

Management

• Automate and digitize patient intake tasks

• Track key financial and operational metrics

A single tool to manage the patient

intake process

What Can You Gain From Patient Intake Management?

Operational efficiency and accountability

Increased profitability

Improved patient satisfaction

Operational Efficiency and Accountability

• Reduce manual front-office tasks and streamline

check-in workflow

• Gather all relevant clinical information, score clinical

assessments, and push to patient chart in EHR before

the patient sees the clinician

• Automate data transfer from check-in process to PM

and EHR system

• Track check-ins and payments collected by each staff

member

Increased Profitability

• Confirm all patient demographics and insurance

information is correct to reduce denied claims

• Gather relevant information to meet meaningful use

requirements

• Capture a card on file for patients and a signed

authorization to charge it up to a specified amount

• Offer patients payment plans to pay off outstanding

balances

• Ask for payment on copays and balances at every

visit

Improved Patient Satisfaction

• Provide an efficient and private check-in process

for patients

• Measure and track patient satisfaction through

post-visit surveys

• Gather patient email addresses for

communication outside the office

Integration Reporting

Self-

Service

Payments

Patient Intake

Management

What To Look For in a Patient Intake Management Solution

Data Flows Automatically Into GE Centricity Practice Solution PM

Patient Intake

Management

Import from Centricity Practice Solution


• Appointment Date

• Appointment Time

• Appointment Type

• Appointment Resource

Appointment

• Name (first, middle, last)

• Name (suffix)

• Home Address Line 1


• City, State, Zip

• Primary/Home Phone

• Work Phone

• Email

• Preferred Method

of Contact

• Gender

• DOB

• Marital Status

• SSN

• Race

• Ethnicity

• Language

Demographics

• Insurance Provider

• Insurance ID

• Insurance Group Number

• Primary Relationship To

Holder

• Primary Holder First name

• Primary Holder Middle

name

• Primary Holder Last Name

• Primary Holder Date of

Birth

• Primary Holder Gender

• Secondary Insurance

• Secondary Policy ID

• Secondary Group Number

Insurance

• Patient Balance

Financial

Export to Centricity Practice Solution


• Name (first, middle, last)

• Name (suffix)



• City, State, Zip

• Primary/Home Phone

• Work Phone

• Email

• Preferred Method of Contact

• Gender

• DOB

• SSN

• Race

• Ethnicity

• Language

Demographics

• Appointment Check-in

Appointment

• Payment Posting (copays

posted to current date’s visit;

balances posted to oldest

balance first)

Financial

• Documents linked to chart or

patient registration

Document Attachment

• Release of Information

Consent Date

• Privacy Policy Date

• Benefits Assignment Date

Authorization Update


Self-

Service

Payments

Patient Intake

Management


Track KPIs by Staff Member or Location

Monitor Collections Trends

Monitor Real-time Patient Satisfaction Scores

• Monitor patient satisfaction internally, or see how you compare with

other practices or CAHPS benchmarks

• Use detailed patient feedback to fine-tune your operations and

maximize patient satisfaction


Self-

Service

Payments

Patient Intake

Management


• Patients in the waiting room

are an untapped resource

• Patients can update their data,

sign consent forms, and make

a payment with little

involvement from your front

office staff

Patients Can Check-in Using Self-service

It’s a Self-service World

Post Office Grocery Store

Bank

Airlines

Restaurants

Consumers Expect and Prefer Self-service

Secure

Protected health information and credit card data are

transmitted securely and not written on paper

Efficient

Only relevant questions and forms are presented and

existing data is available to confirm

Private

Exchanges about health conditions and payments are not

broadcast to the waiting room


Self-

Service

Payments

Patient Intake

Management


Ask Patients For Payment Every Time

Family Practice

• Self-service tools can

automatically present

patients with copay and

outstanding balance at

check-in

• Advanced payment

features can include card

on file, payment plans, and

online payments

Phreesia Is the Patient Intake Market Leader

Stop by our Booth at CHUG

Saves front-office staff 3-5

minutes per patient

Engages 2 million

patients per month

Increases cash flow by an

average of 10%2

Saves >1.5M paper

forms per week

Rated #1 by

customers1

1“2013 Best in KLAS: Software and Services” report. KLAS is an independent research firm whose mission is to improve healthcare technology delivery by

honestly, accurately and impartially measuring vendor performance.

2Based on industry averages and historical calculations in the Phreesia network.

Patient Intake Management - CHUG€¦ · 02/10/2015 · Stop by our Booth at CHUG Saves...

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