Is there a Secret Sauce for Best Practice RCM Implementation?
Creating new systems and working on the deployment of new revenue cycle management services and solutions can be equally frustrating for health care administrators and for service partners and vendors. A smooth implementation execution sets the tone for the relationship going forward. Julie Storie, Director of Implementation, serves as Invicta’s best practice counselor for new client implementations and new service implementations for existing clients. She also is a frequent Operational and/or Special Projects Lead for the planning, execution, and management of new and ongoing client implementations. We asked Julie to highlight key aspects of Invicta’s proven process. Welcome to the Hot Seat, Julie!
How do we set ourselves up for success? What is that first critical move?
We call this the “Research” phase. Our Operations and Sales teams work together very well when they are engaging with a potential new client, reviewing a new solution to add to the scope of services for an existing client, or simply guiding a client through transitions. A good bit of research goes into the process, and this information is made available to the team leadership that will work with the client. Regardless of whether we have a pre-existing relationship or not, we bundle what we know about the client now and integrate this with new information as it presents. Service team members should be able to internalize and understand client priorities in the most expedient manner. For example, insight on such things as culture, internal transitions, pressure points, and proposed goals contribute to our internal team overview. We also source and welcome client branded materials, presentations, and webinar content that we can integrate into our own internal on-board materials.
What is next? How does the process move forward?
Now, we are “Getting to Know You.” Invicta is committed to providing the most efficient communication process with our clients. Our team members have successfully directed new client implementations across multiple states for a diverse mix of healthcare clients with unique systems, standards, and process workflows. We recognize that we are a support partner and strive to keep the client organization’s representatives who oversee our work fully updated. It is important to provide consistent access during this period to achieve optimal success. Invicta uses an integrated staffing model to specifically support implementation. We know that clients become very frustrated when their service partners have internal miscommunication. Our staffing model ensures that, within our organization, this is not an issue.
How do you work your plan?
Creating a “Customized Implementation Approach” is the next step. Certainly, we have a proven process and basic objectives. That said, everyone wins when this is personalized to match the need. Training and implementation programs are customized to align with client needs, software, and technology resources, and KPIs.
The refined plan should include more specificity regarding testing, staffing, training, auditing and more. We coordinate meetings with key hospital liaisons and departmental staff, based on client preferences. During this phase of implementation, we should be working through performance, milestones, insights, and reporting standards. Further, if our scope of services includes multiple components e.g. primary enrollment + insurance discovery + denial management + out of state Medicaid, then our implementation plan will be multi-layered as well with staggered milestones to match the pace.
How do you help clients avoid “technical trauma”?
As a frequent technology and technical pacesetter in the revenue cycle space, this is an area where Invicta differentiates itself. We want to minimize our clients’ exposure to implementation and ongoing project management as much as possible. Aside from Enrollment, most of our proprietary solutions do not require heavy access and often have very minimized implementation timelines and interaction before going live.
During implementation, we work with the client’s IT department to safely facilitate any testing and/or access needed. And the basics of this process are communicated well in advance – no surprises! Should additional automation be required, resources will always be approved by the client leadership first. With no interruption to current operations, Invicta works to see that key milestones are met to support go-live dates so we can begin creating ROI value as quickly as possible.
Final thoughts? Are you sure you want to share these “secrets to success” so broadly?
As my colleague Mike Wilson referenced in last month’s Q & A on 2022 Goals, transition is challenging for small, single facilities, mid-size operations, and larger healthcare systems. The heart and soul of client implementation is about efficiently managing relationships and projects. The above-mentioned best practices should not be a secret to anyone. The challenge is in successfully executing these practices, time after time, case after case. That “secret sauce” is for each service organization to create on their own.
If you’d like to bring Invicta’s services and solutions to your organization, contact us at info@invictahs.com for more information.
LEARN MORE
Creating new systems and working on the deployment of new revenue cycle management services and solutions can be equally frustrating for health care administrators and for service partners and vendors. A smooth implementation execution sets the tone for the relationship going forward. Julie Storie, Director of Implementation, serves as Invicta’s best practice counselor for new client implementations and new service implementations for existing clients. She also is a frequent Operational and/or Special Projects Lead for the planning, execution, and management of new and ongoing client implementations. We asked Julie to highlight key aspects of Invicta’s proven process. Welcome to the Hot Seat, Julie!
How do we set ourselves up for success? What is that first critical move?
We call this the “Research” phase. Our Operations and Sales teams work together very well when they are engaging with a potential new client, reviewing a new solution to add to the scope of services for an existing client, or simply guiding a client through transitions. A good bit of research goes into the process, and this information is made available to the team leadership that will work with the client. Regardless of whether we have a pre-existing relationship or not, we bundle what we know about the client now and integrate this with new information as it presents. Service team members should be able to internalize and understand client priorities in the most expedient manner. For example, insight on such things as culture, internal transitions, pressure points, and proposed goals contribute to our internal team overview. We also source and welcome client branded materials, presentations, and webinar content that we can integrate these into our own internal on-board materials.
What is next? How does the process move forward?
Now, we are “Getting to Know You.” Invicta is committed to providing the most efficient communication process with our clients. Our team members have successfully directed new client implementations across multiple states for a diverse mix of healthcare clients with unique systems, standards, and process workflows. We recognize that we are a support partner and strive to keep the client organization’s representatives who oversee our work fully updated. It is important to provide consistent access during this period to achieve optimal success. Invicta uses an integrated staffing model to specifically support implementation. We know that clients become very frustrated when their service partners have internal miscommunication. Our staffing model ensures that, within our organization, this is not an issue.
How do you work your plan?
Creating a “Customized Implementation Approach” is the next step. Certainly, we have a proven process and basic objectives. That said, everyone wins when this is personalized to match the need. Training and implementation programs are customized to align with client needs, software, and technology resources, and KPIs.
The refined plan should include more specificity regarding testing, staffing, training, auditing and more. We coordinate meetings with key hospital liaisons and departmental staff, based on client preferences. During this phase of implementation, we should be working through performance, milestones, insights, and reporting standards. Further, if our scope of services includes multiple components e.g. primary enrollment + insurance discovery + denial management + out of state Medicaid, then our implementation plan will be multi-layered as well with staggered milestones to match the pace.
How do you help clients avoid “technical trauma”?
As a frequent technology and technical pacesetter in the revenue cycle space, this is an area where Invicta differentiates itself. We want to minimize our clients’ exposure to implementation and ongoing project management as much as possible. Aside from Enrollment, most of our proprietary solutions do not require heavy access and often have very minimized implementation timelines and interaction before going live.
During implementation, we work with the client’s IT department to safely facilitate any testing and/or access needed. And the basics of this process are communicated well in advance – no surprises! Should additional automation be required, resources will always be approved by the client leadership first. With no interruption to current operations, Invicta works to see that key milestones are met to support go-live dates so we can begin creating ROI value as quickly as possible.
Final thoughts? Are you sure you want to share these “secrets to success” so broadly?
As my colleague Mike Wilson referenced in last month’s Q & A on 2022 Goals, transition is challenging for small, single facilities, mid-size operations, and larger healthcare systems. The heart and soul of client implementation is about efficiently managing relationships and projects. The above-mentioned best practices should not be a secret to anyone. The challenge is in successfully executing these practices, time after time, case after case. That “secret sauce” is for each service organization to create on their own.
If you’d like to bring Invicta’s services and solutions to your organization, contact us at info@invictahs.com for more information.
LEARN MORE