Episode 58 - Questions Answered: Choosing a RCM Vendor
Jill Coale, practice manager at Sawyer Surgery Clinic, knew her practice needed assistance with revenue cycle management (RCM). Learn how the practice chose the right vendor, hear about its goals for our partnership, as well as advice for practices that are considering RCM solutions. Plus, Jill shares what lies ahead for the practice in 2019 as it considers transitioning its EHR platform to Intergy. For more information on Sawyer Surgery Clinic, visit sawyersurgeryclinic.com.
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Joe: On this episode of "Putting Possibility Into Practice", we are talking Greenway Revenue Services. And we'll feature a practice we recently caught up with, our Birmingham Alabama User Exchange, how they are using Greenway's Revenue Services, their goals for 2019 and what's in store with the partnership. This is "Putting Possibility Into Practice" and it starts right now. I'm Joe Agostinelli, Social Media Manager at Greenway Health and I welcome you to this episode of our podcast "Putting Possibility Into Practice". If you are a return listener, we thank you for once again tuning in. And if you are a new listener, we're glad you found us and we invite you to subscribe to our podcast on your platform of choice. And by doing so, you'll have notifications every week when new podcast episodes are uploaded. And on this episode of "Putting Possibility Into Practice", we're talking Greenway Revenue Services. And to discuss Greenway Revenue Services with us, we wanna welcome Jill Coale, she is the Practice Manager of Sawyer Surgery Clinic and Jill, thank you for taking time out of your day to join us.
Jill: Thank you for having me.
Joe: Jill, first, a little bit about the practice, where are you guys located, the size, all the background that you can provide about the practice.
Jill: We are in Enterprise, Alabama, we have three surgeons. We only work at one hospital here but we are very busy because we're the only group in town. And we have three full-time surgeons and I have one mid-level part-time. In total, there's 14 employees here.
Joe: Let me just ask you quickly, being the only ones in town, good thing, bad thing? You know, how does that work out?
Jill: It's really good. It works out really nicely.
Joe: And we're talking about Revenue Cycle Management. And as a practice manager, what goes into choosing a vendor for Revenue Cycle Management?
Jill: I think turn around, I think us getting our job done, helping us get our job done. You know, generating the revenue is what it all boils down to.
Joe: And what goes in from the practice mindset? What goes into that decision of bringing in a vendor for Revenue Cycle Management? What were the challenges you guys were facing where you said, "All right, let's see what's out there?"
Jill: We were just lagging. There was a lot of more unanswered questions and a lot of stuff that just wasn't getting done and was being lost. And we were struggling to, I guess, try to figure out what was happening with what was going on. We had more questions than we did answers. So, when the opportunity came along, we kind of jumped on a new vendor for this.
We had a lot of bad claims that were just sitting with our other clearinghouse. And we didn't know there was no communication. There was poor communication, we'll put it that way, in general. But that was a big thing. The bad claims, the dirty claims, as they call them. And they were sitting, they weren't coming back to us. So, with the Greenway Clearinghouse, we're getting dirty claims back a lot faster. Again, we're still limping along as far as us getting our groove on but we're doing really well.
Joe: And advice for other practices who may be considering Greenway Revenue Services or Revenue Cycle Management and just entering that vendor phase? What would you tell them?
Jill: Honestly, I would talk to other practices. That's what I did and it helps, you know, I called other practices that have the same kind of mentality we do. I didn't call a big practice or a tiny practice, I called other practices on our same wavelength and I said, "Hey, what are you guys doing? How are you doing it?" And they kind of guided me towards the Greenway Revenue Health and I said, "Okay, all right, let's try this." So, it took me probably six months to decide this is where we needed to be. We did a lot of shopping before we made this decision.
Joe: And, you know, talk a little bit about that shopping process. And you talk about six months. Going into the process, did you have a mindset as to how long you thought it may take or exactly, you know, what you wanted to ask when looking for a vendor and checking with other practices to see what their thoughts were?
Jill: Well, I went in with my other clearinghouse knowing that I had a contract and they weren't going to let me out. So, that was my big issue right there. And so when I started looking, I had gone to actually the Greenway Conference last summer and talked to other practices sort of like mine. And they kind of guided me and then I went to the Greenway Clearinghouse people and I spoke with them and told them my concerns, and they talked with me about it in depth. And then I went back to my clearinghouse and expressed my concerns and they didn't really help me like I wanted to be helped. And so, we decided probably in December that this is where we needed to be. And I jumped in feet first and didn't look back. And right now, I have no regrets and I really don't. And when I went to MGMA, this spring and talked to everybody local and Greenway people I'm real...we're really pleased.
Joe: Does this practice have, I mean, you talked about the process and doing the due diligence and certainly sounds like you did that with talking to other practices and getting their thoughts and how they incorporated it? You know, have you laid out the groundwork of here's what we want to accomplish, here's the goal that we have GRS related, you know, in this partnership?
Jill: Actually, they've made it very simple for us. We went live not too long ago. But before we did that, once a week for about a month and a half we met, we talked, we discussed, we knew where we wanted to be and how we wanted to do this. So, it was really great.
Joe: And then aside from GRS, you know, for the rest of this year, what are some...does the practice have other goals? Is there any expansion, growth, or anything on the horizon for 2019?
Jill: Well, we are discussing moving to Intergy. That is a process right now, it's kind of just all being introduced. I liked what I saw with Intergy, I think that this practice would benefit greatly. Again, we are in the little stages of that but I feel like by the end of 2019, we will have made the move or we will be in the process of moving to Intergy.
Joe: And let's talk about that. You know, interestingly enough, so you did the due diligence of talking to other folks with implementing GRS. Is it kind of the same process? And I know obviously two very different platforms and services that we're talking about here. But it's kind of the same thing with, you know, looking for that move to Intergy, talking to other folks? Are you looking at that as the same processes before going with GRS?
Jill: I am and I did. I went to the user exchange and I talked to people on the Intergy, they seem to really like it. I actually watched a demo and I really liked it and I've come from other Greenway practices. I've been with Greenway probably 15 years, so I know what it does, I know how it's grown. And I think that this practice, our practice would make a transition to Intergy without any problem. I think it would be an easy one.
Joe: So, as we move along here, and you talk about the past and now into the future, let me ask you this. You know, how does the practice, you know, stay on top of the ever-changing healthcare culture and environment? And perhaps maybe touching on the partnership with Greenway on that. How do you guys stay ahead?
Jill: Oh, I don't know, it's an all-day thing. It truly is just staying ahead of everything that health care offers right now. I mean, with your HIPAA compliancy and your changing EHRs, and MIPS, and macro, and meaningful use it is...it's an all-day thing.
Joe: And other practices who may be considering that same change over to Intergy, what would you advise them on? You talked about the hands-on experience that you received at a recent customer event.
Jill: That was very enlightening for me. And I'm in a network group of other surgeons in the state, where we are all basically working the same thing, we all have Greenway, so on and so forth. And I think we've all decided that we will...we are gonna entertain the Intergy so our practice can move forward and get that offering. I think everybody's waiting for their demo to see this is where we wanna go. And Greenway has made it really good in the fact that you can have the migration but you ain't gotta do it right now.
You can do it in a year or two, we will start the process, which you're not feeling pressured. You're not feeling like you have to do this right now but you can start the process. And, you know, I feel like they're gonna do the educational part, which makes a difference because people aren't good with change, let's just face that. And when Greenway offers, you know, the educational part of it, that makes a difference. That makes people want to go. So, again, I feel like we will make the transition and it will be easy.
Joe: And anything else, you know, ahead in 2019 in the practice that you guys are aiming for?
Jill: I don't know. We are starting a Wound Care Clinic here and I would like to touch base with Greenway and I feel like they will do it as we make the transition to Intergy. A lot of people, as wound care is becoming the big ticker now, I would like to see a template for wounds and wound care added to the Greenway platform. And that is something I plan to discuss with them very soon.
Joe: Well, Jill, I wanna thank you for your time. We certainly look forward to further discussions and we wish you and everyone over at Sawyer Surgery all the best as we continue our partnership here through 2019 and help provide great patient care every day.
Jill: We do and you all make it very simple for us and I thank you for that.
Joe: That is Jill Coale, She's the Practice Manager for Sawyer Surgery Clinic and you can visit their website at www.sawyersurgery.clinic.com for more information if you are in their territory. And for the services and products that we discussed in relations to Greenway Revenue Services and Intergy, I invite you to visit our website at www.greenwayhealth.com