OAISYS Voice Documentation for Healthcare

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OAISYS Voice Documentation for Healthcare

• Improving Profitability, Efficiency and
• Service Quality

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Voice Documentation for Healthcare

• Common challenges in healthcare practices
• Description of voice documentation
• How voice documentation addresses industry
  challenges

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Challenge Working with Insurers
When the process breaks down
Common patient admittance process

• Patient requests a visit or treatment
• Staff calls their insurance provider to
  pre-authorize and verify eligibility
• Practice delivers service and charges the patient
  as prescribed
• Claim submitted to the insurer
• 30 days later payment received

• Sometimes the insurer does not properly track the
  authorization
• When this occurs, they delay, reduce or deny
  payment of claims

Why does this breakdown occur?

• Communication with insurers can be inconsistent
  and difficult due to insurer size or structure,
  plus changes in personnel and procedures

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Challenge Working with Insurers

• How Widespread is the Problem?

In 2002, 66 percent of one physician practices
total revenue came from claims originally
underpaid or denied by health plans and other
third-party payers.
Source How to appeal inappropriate health
plan claim denials, AMA, 2006
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Challenge Patient Service
A medical practice depends on patients

• Healthcare options are multiplying
• Costs are rising
• Practices need to maintain their patient base
• Service and comfort drive patient behavior

How can providers control service?

• Develop good processes for patient interactions
• Train staff and monitor their performance
• Work with high-quality affiliates that promote
  great patient service

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Solution Voice Documentation

• OAISYS technology that creates digital media
  documents from business telephone calls
• Centrally stores voice documents on a secure
  network repository
• Provides the ability to organize, retrieve,
  playback, annotate and share voice documents

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How This Works

1. Practice staff calls an insurer for
   pre-authorization
2. The insurer later reduces or denies the claim,
   staff member then retrieves the voice document
   and highlights the authorization
3. Voice document is shared with the claims manager
   kindly requesting full payment

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Claims Management Uses
Process Documentation

• Document pre-authorization calls
• Document calls regarding treatment
• With patients
• With other providers
• Document calls on appeals
• Use as part of follow-up log on all appeals

Step 3 to simplifying the auditing and appeals
process Document, Document, Document.
Source How to appeal inappropriate health
plan claim denials, AMA, 2006
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Other Uses

• Use voice documentation to review and train on
  processes
• Patient scheduling
• New patient administration
• Communications with labs, imaging centers,
  hospitals
• Insurance communications
• Confirm scheduling and other communications with
  affiliates such as imaging centers, etc.
• Medicare and private insurers down-code or deny
  payment for requested medical proceduresvoice
  documentation provides evidence of requested
  services

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Customer Focus North Scottsdale Family Medicine

• North Scottsdale Family Medicine is a family
  medical practice with seven physicians on staff.
• Office administration must manage patient
  relations insurance reimbursement, billing and
  financing staff development and training and
  patient medical records.
• North Scottsdale Family Medicine relies on their
  Talkument solution to address key issues,
  including
• Resolving Billing Disputes Talkument recordings
  enable office administration to prove that
  payment promises were made, improving office cash
  flow.
• Improving Patient Care Management can listen to
  call recordings to ensure proper information is
  being shared, and recorded conversations can be
  used as a training tool to improve patient
  relations.
• Liability Protection Talkument can easily prove
  what was said and by whom, eliminating
  potentially costly lawsuits related to patient
  care.

Charlene Burgett, Office Administrator, North
Scottsdale Family Medicine
Weve resolved billing disputes, improved
patient satisfaction and minimized liability
risk. I dont even want to think of going back in
time before Talkument because it is such a
wonderful tool for me.  Its amazing.
I feel secure knowing that the information from
my call is supported by Talkument, especially
with the potential liabilities that exist in the
world today.
Using Talkument as an educational tool with our
staff results in a better understanding of how we
are perceived by others so we can make
improvements to our communication with our
patientswhich results in happier patients!
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A Healthcare Solution by Design

• Utilizes patent-pending OAISYS Portable Voice
  Document (PVD) technology
• PVD technology promotes collaboration through its
  highlighting, annotation and sharing features
• Voice documents never leave the central
  repository on which they are stored, and access
  is granted via encrypted media file streaming
• Access is permissions-based using role
  definitions and voice document categorization

OAISYS solutions promote enhanced patient care
through information transfer while being fully
HIPAA compliant!
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The Right Fit for Any Practice
Talkument comes pre-licensed on an OAISYS
Recording Appliance in three different
configurations

• OAISYS Large Office System Two T1/PRI
  interfaces, VoIP connectivity to the
  communications system and support for up to 48
  trunk channels or VoIP telephones
• OAISYS Small Office System VoIP connectivity to
  the communications system and support for up to
  20 VoIP telephones
• OAISYS Small Office Analog System Eight analog
  lines, VoIP connectivity to the communications
  system and support for up to 20 VoIP telephones

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Advanced Feature Functionality
Talkument is also available via built-to-order
servers, which come bundled with Tracer
interaction management software. Tracer delivers
advanced features, including

• Integrated live call monitoring with pause,
  rewind, fast forward and IM
• Perfect for quality assurance, real-time coaching
  and personnel development
• Desktop video recording
• Integrated video replay to audit PC use during
  calls
• Employee evaluations and quality reporting
• Proactively develop personnel and control quality

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Review

• Healthcare practices deal with payment and
  service level challenges due to miscommunication
• Voice documentation provides a way to resolve
  these challenges efficiently
• OAISYS offers HIPAA compliant, affordable and
  easy-to-use voice documentation solutions

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Questions?OAISYS Sales EngineeringSE_at_oaisys.com
888-496-9040 option 3