Your staff, like ours, probably has mountainous to-do lists. When you can free up time taken by tasks like billing, you have created a more effective and efficient practice. Staff can help you provide better care while increasing profitability by devoting more time to patients browsing the optical. You also are able to give patients more time to shop when you have staff that is available to move them through the office promptly, rather than being tied up with billing work in a back room.

Our office was fortunate to get just the revenue cycle management help we needed from HELIX's Revenue Cycle Management Service (RCM). Here is why we chose RCM, and how their services have changed our practice for the better.

Practice Billing Needs Proactively Met

With the switch to RCM, I felt like my practice was being personally attended to. It all began with the on-boarding process. There was an extensive questionnaire that I went through with my key office staff and with the RCM on-boarding staff. We went over every detail of our vision plan and medical insurance billing processes to make sure everyone was on the same page. We had a dedicated on-boarding specialist, who walked us through a questionnaire that helped them understand the way our practice’s revenue cycle management process works. They met with me and all the pertinent staff members to make sure everyone understood each other’s roles. Of course, there were a few questions from both sides at the beginning of the relationship, but it was an easy transition. The task system that RCM uses for queries is user friendly and notifies insurance staff when there is a question or an action item on our end.

RCM accommodated the individual nuances of our office processes and tailored their program to meet our needs. After the on-boarding process was complete, we were given a single point of contact, Alexis, with whom to communicate. Alexis has been FANTASTIC! She is available by e-mail or phone and gets back to me promptly – often within an hour, but always within one business day. It is so delightful to have an attentive, compassionate person available to discuss questions or concerns. That goes both ways too! When RCM needs information from us, Alexis is always the one who reaches out personally.

Making It Easy to Stay On Top of Billing

RCM uses a great online tool to track claim issues. Any RCM billing staff can post “Tasks” in this system, and our office is alerted by e-mail when something is posted. Then we can go into the system and troubleshoot problems that may have come up. When claims are rejected or denied, the RCM staff had often figured out the problem already (a typo from a patient’s insurance card or an incorrect diagnosis for a certain procedure, etc.), and they will provide suggestions for our staff on how to correct the issue. When RCM screens for these issues and recognizes common mistakes, it saves my staff significant time and hassle.

Putting Practice Owner’s & Staff’s Time to Better Uses