Time for a new EHR? 3 questions to ask for a better experience the next time around.
The only thing more stressful than selecting your first EHR is selecting its replacement.
Many practices decide to stay with a system that isn’t really offering what they need, purely to save themselves from the issues associated with switching.
“Our system was so dysfunctional that our staff was having to create manual workarounds to get things done,” said Dennis Eberhardt, Executive Clinic Director at Cow Creek Health & Wellness Center. “We were writing things down on paper and then transferring it to the system afterwards. That takes away the entire point of having an EHR.”
With practices like yours being forced to constantly adapt to regulatory changes and changing patient buying behaviors, now might be the time to make the switch — if you can find a flexible system and a team you can trust.
“Diligence and leadership are important when considering a change like this,” Eberhardt said. “You need to establish a process for selection, and then you need an administrative champion to enforce that process.”
Here are three questions to ask yourself and your team when considering the move to a new EHR.
1. “Does this solution fit all our needs?”
Every practice is unique. From specialty to provider count to regionality to patient demographics, no one understands your unique requirements and challenges better than you. So why would you trust a company that says their one and only option will accomplish everything you need?
Don’t be swayed by the promise of a streamlined user experience when what you really need is customization, meaningful iterations, and training. You deserve more than a “one size fits all” partnership.
2. “How will this affect our billing process?”
Moving to value-based care is tough, and it can be hard to go it alone. You need a team of billers knowledgeable about your region, experienced in your specialty, and attuned to your different payer schedules. Many vendors will promise to rework claims or decrease days in A/R, only for you to find out that they will only rework claims above a certain dollar amount, and then keep your money in a lockbox — invalidating their projected days in A/R.
Whether you want to hire an outside billing company, manage in-house billers of your own, or find a revenue team you can trust, it’s imperative that your team understands the intricacies of your EHR system and the workflows of your practice.
“I don’t have a lot of time to oversee billing. And I don’t really have any expertise as far as how all of that should go.”
Dr. Mark Godiksen Physician and Practice Owner Mark Godiksen, MD
3. “What can we expect from their customer support team?”
Support means more than simply solving problems as they arise. Support includes implementation, training, product upgrades and enhancements, open communication, and prioritizing your success.
This requires a partner with knowledgeable experts that not only can help, but want to help.
Just as you partner with your patients on improving their health, you need a healthcare IT vendor that partners with you on improving your practice.
A different kind of partner
Greenway Health offers a suite of solutions designed to address the needs of your practice. Whether you’re a growing practice, a Community Health Center, a single provider, or anywhere in between, we partner with you to fully understand daily workflows, reduce clicks, and eliminate redundancies.
Our in-house, specialty-trained teams of revenue cycle experts will work with you to identify problem areas and develop best practices. As part of our process, we conduct a financial review of your practice to determine underlying issues and where we can best help.
What’s more, the support team at Greenway prioritizes first-touch resolution wherever possible — currently 88% of customer calls are handled on first contact, and are never outsourced. If the person you speak with can’t help, they’ll find someone who can. Our team is in-house and trained to handle your unique needs. Our customer support satisfaction rating is 98%.
“The transition was seamless. Greenway communicated well and was very proactive. It’s a great partnership. I feel like they’re right down the hall!”
Phyllis Wright Practice Manager Lake Shore Obstetrics & Gynecology
For more information, click here to schedule a conversation with a Greenway representative.