Ask questions to get the best picture of what's happening in your organization
by Dan Greyn
May 8, 2018

Substantial advancements in technology can and will make your operations run faster and smarter. Intuitive worklists are a game changer in end-to-end revenue cycle management.

In today’s business culture, one essential element has a rippling effect on the course of an entire HME business—the right workflow. Getting a true picture of what’s happening in your organization is critical.

Technological expertise available today regarding office management systems has significantly changed (and improved), allowing revenue cycle management to become an integral part of the workflow. The concept of a virtual personal assistant helps ensure an efficient workflow system.

You have dispensed a product; now you need to get paid. Poor workflow design can slow procedures for everyone.

Benefits of Worklist Queues

With advanced technology, a workflow module can be employed in the office management system. This module creates specific worklist queues based on the status of work and by using automated triggers to create tasks. The tasks become reminders to help staff complete the workflow cycle. For example, the right workflow can show you and your staff what claims need to be worked, by whom, what documentation is needed per payer and per product, and whether the claim has been approved and paid, or has been denied. Alerts can provide key performance indicators (KPIs) on staff performance.

In addition, worklist queues can provide insight into claims approval for swift follow-up with a payer by generating appeal forms and adding supporting documents and chart notes to contest a rejected claim. An appeal packet can then be created for re-submitting a claim. All this can be handled, because the workflow tasks triggered a reminder.

If your operations involve multiple manual steps and paper shuffling, consider investing in a software system that encompasses true revenue cycle management, with worklists, and in all of your organization’s automated processes.

Identify Opportunities with Your Staff

When the existing technology being used no longer meets an organization’s objectives, it’s time to explore new options. Talk to staff, watch their procedures, and ask questions about what isn’t working with the workflow. Determine the effect of a current system on the amount of work that can be accomplished throughout the day. A word of caution: You may hear complaints.

Additionally, if a software system could solve the problems that your organization is currently experiencing, how much time, plus effort, could be gained? How would a newfound increase in productivity energize your organization?

Examine current software and hardware capabilities to make sure they are working at optimum levels. Can they handle the current workload in an efficient way? If the answer is “no,” then it’s time to define new requirements moving forward.

Think of the future to make certain that a new software system will continue to evolve as your business does, and that the system is flexible enough to keep up with your growth plan. Any new system must provide the right tools to track workflows and outcomes, as well as monitor employee productivity. All of this improves overall performance.

Breaking Barriers to Change

Some people do not like change. Change can feel confusing and disruptive. Involve your staff from the beginning of the process through to the end by making the change a team effort.

For an employee to want to adapt to change, they need to understand that you care about their work environment and that they have a stake and a place in the changes you make.

After listening to the feedback of employees and considering their ideas, it is important to fully explain the benefits they will enjoy with a new system that makes workflow run smoothly and powerfully and that once learned, will make their jobs easier. Lead the charge by setting an example of positivity and of keeping communications open throughout the entire process.

Every HME is different in shape, size and needs. Take your time. Do your homework. Make certain that the software chosen includes an advanced workflow system where revenue cycle management is top priority. The right software should transform an organization’s workflow processes with ease, as well as increase the bottom line.