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Handling 200+ Daily Queries for A Brain Institute: A Case of Streamlined Communication and RCM Efficiency
Innovative approaches by Medientsky Billing improved healthcare RCM performance and streamlined operations for a multi-location brain institute.
Table of Contents
Client Overview
Nashville Brain Institute (NBI) is a privately owned and physician-operated medical practice specializing in neurological and psychiatric care. With four locations across Tennessee—in Hermitage, Brentwood, Goodlettsville, and Nashville—NBI combines cutting-edge technology, such as Transcranial Magnetic Stimulation (TMS) and genetic testing, with clinical expertise to treat complex brain dysfunctions in adults. The institute prides itself on offering integrated treatment plans tailored to the unique needs of each patient, guided by the latest advancements in medical technology.
Initial Engagement and Challenges
In May 2023, NBI approached Medientsky Billing for comprehensive healthcare RCM services. After receiving Medientsky Billing’s proposal, they decided to work with a local vendor. However, by February 2024, NBI encountered significant challenges with their chosen vendor, leading them to reconsider Medientsky Billing’s services.
Key challenges faced by NBI with the local vendor:
- Lack of Expertise with Open EMR: The local vendor struggled with open EMR software, a critical component of healthcare revenue cycle management.
- Rate Discrepancy: Dr. Tang, a lead physician at NBI, initially faced high prices for the services with other vendors. Medientsky Billing price was competitive for the expertise we provided allowing them to choose us as their partner.
Re-engagement and Solution
By February 2024, NBI reached out to Medientsky Billing once again. During a critical consultation, Dr. Tang discussed his concerns with Medientsky Billing, with our extensive knowledge of open EMR and RCM tools to suggest several enhancements to NBI’s reporting and note-taking processes.
This consultation led to a pivotal decision:
- Decision to Partner with Medientsky Billing: Dr. Tang, impressed by our expertise in automated revenue cycle management, decided to award the billing contract to Medientsky Billing despite the initial rate difference.
Implementation Strategy
Upon re-engagement, Medientsky Billing implemented a strategic plan tailored to NBI’s needs. The initial commitment from NBI was for 100 eligibility verification (EV) checks per day. However, when the services went live, the requirement quickly doubled to 200 EV checks daily, including 25–30 live EV checks.
Medientsky Billing’s implementation strategy included:
Resource Allocation:
- Live EV Checks: 2 dedicated resources
- Scheduled EVs:3 full-time employees (FTEs)
Multi-Channel Communication: Medientsky Billing facilitated RCM communications through email, phone, and Slack, ensuring seamless collaboration.
Query Management: Medientsky Billing handled over 200 queries daily via Slack, ensuring same-day responses, an essential aspect of RCM performance.
Operational Excellence and Results
Medientsky Billing’s team adapted quickly to the increased operational demands:
- Backlog Clearance: The Medientsky Billing team cleared the existing backlog of EV checks within 10 days of the go-live date, bringing NBI’s EV checks up to date—a testament to the effectiveness of healthcare revenue cycle automation.
- Efficient Communication: Medientsky Billing’s operations team swiftly learned and adapted to Slack, effectively managing daily RCM communications and operational tasks.
Outcome and Client Satisfaction
BThe partnership between NBI and Medientsky Billing proved highly successful:
- Seamless Transition: NBI’s operations transitioned smoothly to Medientsky Billing’s healthcare RCM services, without disruption.
- Operational Efficiency: Medientsky Billing’s rapid adaptation ensured that all tasks were handled efficiently, even with the increased volume of work, demonstrating the power of RCM tools.
- Client Feedback: NBI expressed their satisfaction with Medientsky Billing’s quick progress and ability to handle the significant workload, providing positive feedback via email.
This case study highlights how automated revenue cycle management and effective RCM communications were crucial in enhancing RCM performance and achieving success in a challenging healthcare environment.
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Highlights
- Backlog cleared within 10 days
- Secured 200 EV checks daily
- 200 Queries handled daily
Client Specs
- Location: Tennessee
- Specialty: Neurology
- EHR: Open EMR
- Average collections: $350M+
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