Beyond the billing breaking point … Coming back from beyond the brink with Greenway Revenue Services
Recently, we explored the billing breaking point and how practices know when it’s time to get help with revenue cycle management. But what happens when your practice goes beyond that point?
The team at Calvin Walker, MD, LLC, found themselves in exactly this situation. They had broken away from a larger practice and purchased Greenway Health’s Prime Suite EHR and practice management (PM) solution.
Familiar with Greenway and Prime Suite from previous practice experience, the practice had a solid plan for growth, beginning with transitioning from a third-party billing company to in-house billing using solutions within Prime Suite’s PM system.
Confident in Greenway’s partnership, the team believed this transition would help move them toward their goals for growth and success.
A year later, that decision has paid off. But not without …
AN EARLY BUMP IN THE ROAD
Though the practice had intended to let its billing company go, Laura Walker — Dr. Walker’s wife, who’s acted as practice administrator for the past year — said the team had been counting on a transition period. Unfortunately, rather than honoring the three-month transition in its contract, the billing company dropped the practice and left it with no billing solution.
At the same time, the practice’s office manager — who had been training to take over billing responsibilities with Prime Suite — had to leave the practice with little notice. Initially, Laura attempted to step in and learn what she needed to start billing and manage the revenue cycle, but the practice was underwater and sinking deeper every day.
Left with no billing solution and few options, the practice was in trouble. The Walkers were living on credit cards and had real concerns that they might lose not only their practice, but their home.
That’s when Bonnie Melendez, the practice’s Greenway Health account executive, stepped in and offered Greenway Revenue Services as a potential solution.
“I didn’t think we could afford it,” Laura said. “We were already in debt to Greenway for Prime Suite, and I just saw more money that we didn’t have. But Calvin was convinced, and so we went with Greenway Revenue Services.”
Laura recalled the exact date when the practice implemented Greenway Revenue Services.
“That was the day everything turned around. I know Greenway Revenue Services picked up on May 22. I’ll never forget that day … it was almost like we were in a dark room, and on May 22, Greenway came in and turned the light switch on. It was that instantaneous.”
Laura Walker, office manager at Calvin Walker, MD, LLC
FROM FEAR OF BANKRUPTCY … TO INCOMING REVENUE AND A GROWING PRACTICE
Prior to implementing Greenway Revenue Services and diving into best practices with Prime Suite, Laura had no idea how many patients her husband saw daily … or how much money the practice had left on the table.
However, after implementation, the practice began to see revenue almost immediately, and Laura no longer dreaded checking the practice’s account — she got excited when she found even $100 available. “I would think, when I saw it, ‘We can pay the electric bill this month!’”
During implementation, Laura had started entering charges almost a month before the practice’s go-live date. Through this process, she saw for the first time just how many patients her husband was seeing regularly and how much money the practice had earned.
“We started to see real results after just two weeks,” she said.
In June 2017, Greenway brought in a full $10,000more than the practice’s previous billing company had collected in June 2016.
CHECKING IN AFTER ONE YEAR WITH GREENWAY
“Wow, the changes that have really taken place here in that year,” Laura said. “It's been a lot.”
Among the changes, the practice began using Greenway Patient Messaging, and the results have been nothing but positive.
The staff decreased the number of phone calls to remind patients of appointments.
They saw no-shows drop from two to three per week to only two to three per month.
The practice can now bill for patients quickly and while bringing in additional revenue.
“We've had a lot of success with using the services,” Laura said. “I'm continually amazed at why didn't we do this before.”
And there are more changes to come, including Laura’s goal of having the practice reach a 98% clean-claim rate. A lofty goal, for sure, but reachable if the practice used the system alerts to verify eligibility before or at the time of patient check-in — Laura’s Greenway Revenue Services team will help — and if corrections are made, in Laura’s case for insurance corrections, before claims are submitted to the payer.
The past year also saw a notable increase in Laura’s confidence in managing the billing … thanks to her collaboration with the Greenway Revenue Services team.
“Greenway is a huge company. And we're a very, very small practice. But I feel like the service we get is just as good as if we were a great, big, huge medical practice that was making millions of dollars a year. And I feel like we're treated just as well as somebody like that would be."
Laura Walker, office manager at Calvin Walker, MD, LLC
For more information on Greenway Revenue Services, our ambulatory solutions, and how partnering with Greenway can help your practice, call us today at 866-242-3805 or schedule a conversation with a Greenway representative online.