Most businesses record incoming and outgoing calls, and as such, you’ve likely heard the message, “This call may be recorded for quality purposes.” But have you ever questioned the real value those recorded conversations offer a business? Of course, most will say recording is a standard practice that results in improved customer communications and better employee training. All of this is true, but for hospitals and health systems, there’s additional value to be found in indexing, searching and reviewing voice data.
The same can be said of other types of data including electronic faxes, screen captures, shared images, emails, webpages, and more. The ability to capture data is nothing new; however, being able to parse that data, index it to an individual patient in the electronic health record (EHR), and easily locate it when needed – that’s what is truly valuable.
Consider the potential savings an organization could experience if, for example, the billing and utilization review teams could pull up a patient record and gain immediate access to recorded interactions with payers regarding insurance authorization, with patients verifying financial responsibility, and with referring providers regarding orders and referrals for additional treatment. What if all of this was accessible without having to reach out to other departments or dig through stacks of paperwork? How much more productive could they be?
At Vyne Medical, we think they could be a lot more productive and the proof resides in our clients’ success. The utilization review team at East Tennessee Children’s Hospital in Knoxville, TN, saw the value of data accessibility when working on clinical reviews with payers. The team used the Trace® fax tool from Vyne Medical to fax a clinical review to a payer. The review was indexed to a patient account and archived for retrieval in Trace. The payer processed the claim but later denied payment, citing lack of authorization. The utilization coordinator located the original fax in Trace and forwarded it to the payer electronically. After reviewing the documentation, the payer overturned the denial and reprocessed the claim for payment. The hospital recovered $43,269.69 from a single overturned denial.
This is just one of the many ways hospitals use Trace to eliminate disputes by capturing communications. Other examples include:
- Conduct compliance reviews and training when staff claim to have said one thing, but the recording shows something different.
- Efficiently capture payer websites; with a click of a button an image of the entire webpage is saved directly into the Trace platform.
- Prove that patient financial responsibilities were communicated properly.
These brief examples illustrate the real value of data capture for healthcare organizations. We’d love to share more and discover how your organization could leverage Trace to help manage denials, improve workflows and promote best practice compliance.