Checklist of questions to ask your clearinghouse vendor when it comes to software implementation and support.
When selecting a revenue cycle vendor, several factors must be considered: the potential for improving clean claim rates, reducing denials, increasing efficiency with workflow automation, and decreasing overhead costs. But while acquiring the right claims software technology is essential to deliver superior results, what happens after the purchase is just as important. Though all vendors offer some sort of implementation, that is a broad term frequently used without a clear breakdown of what it entails. Does the vendor have a dedicated implementation team? What about training of your staff both initially and when new staff is brought on? What type of follow up or support do they provide?
According to a statement from KLAS Research, “Some vendors do much better at providing high-quality service and support, which is almost transformative in moving the expertise from a vendor/customer relationship to more of a friendship.”
The following checklist outlines the questions you should ask potential vendors on their service model, so you can match your expectations to their capabilities, and gain a clear understanding of what their solution can (or cannot) deliver.
| Set-Up/Implementation |
A successful implementation is distinguished by the ability of the vendor’s resources to be on-site for most of the project. This leads to a higher quality implementation (fewer mistakes, misinterpretations, or missed items), and a greater level of client knowledge retention. Employing a well-defined, proven implementation process is crucial so as not to interrupt cash flow.
Does the revenue cycle vendor deliver…
A dedicated implementation team that is responsible for a successful implementation?
A pre-kickoff meeting to define resources, team leads, and an implementation plan?
A formal kickoff meeting to get to know the client’s implementation team, and to walkthrough the process, review expectations, discuss timing and establish project protocols?
The development, deployment, and testing of customized solutions with the client to ensure the system is working properly prior to Go Live?
A formal transference of the client responsibility to the vendor’s client experience team?
| Training |
Once implementation is complete, a vendor should offer hands-on, on-site training (when possible). Through parallel testing of systems, product training, and system optimization, this will allow teams to maximize their efficient use of the new system.
Does the revenue cycle vendor deliver…
End of implementation training for end users as well as administrative staff and other client resources?
Refresher training down the road for functionality the users perhaps are less familiar with and now ready to fully utilize?
Training for onboarding new client employees, ensuring the new users get off on the right foot with accurate information on how to maneuver and use the systems?
New Product/Functionality training to introduce new features, either formally scheduled with multiple clients, or individualized one-on-one sessions?
Special learning events that cover the most requested topics via virtual sessions?
User-friendly, self-help features for users to achieve full productivity?
| Post-Implementation Follow Up |
Now that the system is up and running and staff have been trained, the true definition of a vendor partnership begins. Revenue cycle experts should provide routine support to assist with resolution of issues, continued training, assistance with reporting needs, and sharing best practices.
Does the revenue cycle vendor deliver...
Regular status meetings to follow up on any open issues and requests and discuss any new client items?
On-site visits to follow up on issues or request, particularly when training or a walkthrough is involved as part of the resolution?
| Support |
Most revenue cycle vendors have a help desk or support line which will take calls or email/electronic communication of issues from clients. But a revenue cycle partner has a dedicated account representative assigned to each client to provide a high level of continuity in the resolution of reported issues, and requests.
Does the revenue cycle vendor deliver…
A level of continuity in terms of a person who is familiar with the client’s history, processes, and specific needs, which will help in troubleshooting any issues that arise?
Account reps available to deal with client-specific issues and requests, helping to free up the general client support team to address more system-wide issues?
A help desk system that ensures open issues are followed up on in a timely a manner, can be clearly tracked and updated by the client, and is evident who is assigned to the issue at any time?
Equal treatment of support requests, despite the size of the client or volume of business they represent?
At Quadax, one of our greatest strengths is our experience around implementation and ongoing support given our extensive history of meeting a variety of billing, reimbursement, and industry challenges. Another is our commitment to personalized, whatever-it-takes service that empowers healthcare professionals to succeed. Because of these differences, we build partnerships rather than simply add clients. Ready to experience The Quadax Advantage? Request a strategy call.
Let’s take on the revenue cycle together!
