sun knowledge revenue cycle management services
DESCRIPTION
Our Revenue Cycle Management gives you a clear visibility of your finances through payment follow-up. Prosthetics and orthotics billing are handled diligently.TRANSCRIPT
Revenue Cycle Management Services
Presented For:Medical Billing Companies
Alex Marz Direct – 212-243-323741 Madison Ave. 25th Fl. New York, NY 10010
‘Onshore /Offshore’ KPO & BPO Services Serving US healthcare industry since 2007 Robust & scalable infrastructure State-of-the-art technology and systems Highly skilled and trained staff with good
communication skills and in-depth knowledge of process
Structured training, feedback and coaching HIPAA-HITECH compliant Offices located in US & India
• New York City, US – Situated in Manhattan (facility inbuilt with all redundancies – power, infrastructure and others)
• Kolkata, India – Situated in the IT Hub(facility inbuilt with all redundancies – power, infrastructure and others)
Sun Knowledge, our contracted company, is ISO 27001:2005 and ISO 9001:2008 certified company.
CMMi-SVC implementation in progress under KPMG guidance
Member of NASSCOM, the Governing Industry body for IT/ITES in India
Awarded ‘Best Emerging BPO Company of the year 2010’ by The Economic Times, India
Recognized as one of the foremost 'Emerging companies in Eastern India' by NASSCOM in 2011
Awarded Asia-wide “Healthcare BPO Provider of the Year” at the Asia BPO Excellence Awards ceremony hosted by Asia BPO Summit on 14th February 2013 in Mumbai, India
Awarded the prestigious “Outsourcing Service Provider of the Year” award in the Asian Outsourcing Excellence Awards ceremony hosted by CMO Asia on 1st August 2013 in Singapore
GOTELECARE OVERVIEW
Key Facts Awards, Affiliations & Certifications
© Sun Knowledge 2015-16| All Rights Reserved
CLIENT BENEFITS
Significant decrease in operational expenses We charge a flat rate of $10 per hour per employee!
Our clients save on other associated costs for employees including:
Health Insurance Premiums, Payroll Costs, Medicare Tax, Human Resources, Employee Attrition, additional Real Estate, and Infrastructure Costs.
We guarantee > 50% operational savings effective immediately.
For Example: Our client reported to Sun Knowledge a $2.1 million operational savings in Y1*
Heightened collection and increased Account Receivables 30% of DME Rx are incomplete when first received. We excel in completing the Rx claim quickly.
Cyclical Data Reporting Data reporting interval can be customized to meet the needs of the customer.
Productivity Efficiency Tracking allows for you to quantify your team workload.
Demonstrated experience handling DME claims Medicare, Medicaid, and Commercial Plans Fee for Service and Capitated Plans
© Sun Knowledge 2015-16| All Rights Reserved
Very Little Risk Proven track record in providing healthcare BPO/KPO services Experienced in providing services to both payers and providers Experienced working with various software platforms Quick and efficient resource for special projects requiring technical and process expertise
Significant Upside Potential Great understanding of the Health Care industry. Operation scale-up with a short notice. Extremely competitive rates, greater productivity, improved quality, increased member and provider
satisfaction
Proven process performance Low denial rate increase in revenue collection Claims Processing: Accuracy > 98%; TAT: 5 - 10 days Contact Center: Abandonment Rate < 2%, as soon as within 30 Seconds for 90% of calls, High Client
Satisfaction High accuracy in Eligibility data maintenance – in sync with CMS
Clear Communication And Quick Response Time At All Times End user data privacy and protection
CLIENT ADVANTAGES
© Sun Knowledge 2015-16| All Rights Reserved
REVENUE CYCLE MANAGEMENT EXPERIENCE
HOSPITAL
Accounts Receivables Follow - Up
Denial Management
Claims Resubmission
DME
Order Entry Eligibility
Verification/ Authorization
Follow up on Auth Approval
Delivery Scheduling
Submission of claim
Rejection Management
Payment Posting A/R Follow-Up Denial
Management CPAP Compliance
Tracking
O&P
Rx Order Entry Patient
Demographics and Insurance Entry
Product Code entry/Rx & Dx Entry
Eligibility Verification/ Authorization
Collection of complete Rx
Collection of Documents for Auth Approval
Submission Rejection/Denial
Management A/R Follow-Up
URGENT CARE
Order Entry – Patient Information, Ordering Physician, Rx & Diagnosis
Eligibility Verification
Medical Document Collection
Authorization Approval
Order Audit Confirmation
Submission of Claims
Rejection Management
Payment Posting A/R Follow-Up
Patient Entry: Demographics & Insurance
Eligibility Verification
Authorization Follow-Up
Charge Entry Submission of
Claims (EDI/Paper)
Rejection Management
Payment Posting A/R Follow-Up Denial
Management
PHYSICIAN
Patient Entry: Demographics & Insurance
Charge Entry Submission of
Claims (EDI/Paper)
Rejection Management
Payment Posting A/R Follow-Up Denial
Management
HOME HEALTH
© Sun Knowledge 2015-16| All Rights Reserved
Our clients depend on transparency. GoTelecare provides our clients with the ability to maintain detailed tracking for productivity and efficiency. See below for sample
reporting:
PRODUCTIVITY EFFICIENCY TRACKING
Employee Name
Note Count Days Worked
Hours Worked
Notes Per Hour
Max Note Time
Avg Note Time
John Smith 977 23 203.55 4.8 1:29:52 0:07:15
Jane Doe 1025 23 214.97 4.77 0:55:14 0:04:56
Rick Williams 913 21 207.07 4.06 1:27:08 0:07:14
Robert Frost 870 21 187.35 4.64 0:42:54 0:04:05
Dan Chesser 910 23 216.47 4.2 3:50:55 0:06:18
Derek Malia 823 23 210.37 3.91 7:01:30 0:04:37
© Sun Knowledge 2015-16| All Rights Reserved
Your productivity is very impressive for your first month. Almost everyone has an average of close to 40 accounts per day. We have gone over a few things with you and each time we talk, I am impressed with how quickly changes and improvements are put in place. I will continue to share feedback as I get it on additional improvements that can be made and appreciate your attentiveness and questions that you bring to our daily meetings.Ashley Weidner, MBA, CRCRManager, Revenue Cycle | Ensemble Health Partners
NEW CLIENT TESTIMONIAL
© Sun Knowledge 2015-16| All Rights Reserved
CODING & BILLING
© Sun Knowledge 2015-16| All Rights Reserved
MEDICAL BILLING - INTRODUCTION
Medical billing is the process by which providers submit claims for the services rendered and receive payment from health insurance companies. It also involves resolving any disputes and
following up on claims that have been delayed or rejected.
© Sun Knowledge 2015-16| All Rights Reserved
MEDICAL CODING & BILLING SERVICES
Service Offerings
• Medical Coding• Place of Service Based Coding – Inpatient, Outpatient Coding• Provider Specialty Based Coding– DME, Orthotics & Prosthetics
• Medical Billing• Provider EDI enrollment• Patient Demographics entry• Charge entry• Claim submission – Electronic and Paper• Payment entry• Denial posting• Payment reconciliation
We can handle medical coding & billing processes - promptly, perfectly and professionally using Emdeon or other billing systems preferred by the client.
© Sun Knowledge 2015-16| All Rights Reserved
BILLING SYSTEM
We use Kareo Billing system “Emdeon One” for coding and billing services that covers complete billing cycle:
SOAP notes review
Superbill generation and coding
Claims edit checking and correction
Claims submission through EDI clearing house at a scheduled time
Rejection management
ERA/EOB posting and reconciliation
Automatic secondary payer billing
Denial Management
Patient statement generation and mailing
© Sun Knowledge 2015-16| All Rights Reserved
MEDICAL CODING – KEY FACTS
• Our coders deliver error free charge sheets within agreed TAT provided by the client
• We monitor, analyze, and improve coding documentation to avoid denials and guarantee reimbursements
• We carefully determine the codes according to the clinical information provided by the Healthcare Provider/Professionals and reports back according to the information provided
• Our coders have undergone extensive medical coding training and are well aware of updated coding guidelines
Our Specialties
• Urgent Care • Inpatient Hospitalization • DME
• Radiology • Orthotics and Prosthetics • Home Healthcare
• Physician • Nursing Home • Emergency Department
• Compounding Pharmacy • Psychiatric Care • Hospice
© Sun Knowledge 2015-16| All Rights Reserved
MEDICAL BILLING – KEY FACTS
HIPAA compliance (Complete Data and Document Security)
Secure Information & Data Flow between Sunknowledge and our partners enabled with reliable networking software & hardware (includes secured Virtual Private Networks and FTP sites)
Claims are submitted through EDI clearing house
All low pay and no pays reports are sent to the client/AR team on a day-to-day basis
Work on re-processing of the denied claims starts immediately after receipt of ERA
ERAs are posted to the respective patients’ accounts
Quality check is conducted at all stages of process
Turn Around Time for this process is 24 - 48 hours
© Sun Knowledge 2015-16| All Rights Reserved
TECHNOLOGY, OPERATIONAL AND COMPLIANCE
FRAMEWORK
© Sun Knowledge 2015-16| All Rights Reserved
SOFTWARE DEVELOPMENT
Some of the applications which we have developed include, GoTelecare - A full fledged Telehealth application for providers, hospitals and patients with integrated EMR,
practice management system and video conferencing system Integration of DICOM server, DCM4CHE with EMR software mHealth – Remote patient monitoring and health data collection through medical devices and QUALCOMM
cloud services PDP Manager – To manage Medicare Part D processes Medication Therapy Management (MTMpro) application
Our technology development team works with Java platform enterprise edition (JEE) and technology components include, Web application technologies like servlets, JSP, JSTL, JSF, JSON, web sockets, applets Open source frameworks like Struts, Spring, Hibernate Enterprise technologies like dependency injection, messaging services, transaction management services,
persistence management services, annotations, javamail, java enterprise beans, interceptors, connector architecture
Web service technologies like RESTful web services, enterprise web services, JAX -WS, JAX- RPC Database servers like MS SQL server, Oracle, MySQL
© Sun Knowledge 2015-16| All Rights Reserved
IT INFRASTRUCTURE
High end workstations from HP and Lenovo providing reliable and powerful computing solutions 1Gbps local area network to access and share files and resources faster Combined 24 Mbps leased line internet connectivity provided by two ISPs in load sharing and automatic
failover configuration Data protection and security provided by Fortigate 310B firewall combined with other physical and logical
access controls Data center with 13 IBM x3650 rack servers with rack mounted UPS Polycom VSX 7000A video conference system for remote training and client communication 24/7/365 IT-Infrastructure support personnel for user support, using ticket management system 120 KVA on-line UPS power backup systems and additional backup provided by 180 KVA power generator
© Sun Knowledge 2015-16| All Rights Reserved
OPERATIONAL AND COMPLIANCE FRAMEWORK
TRANSITION
Project scoping & planning
Knowledge transfer – Process training and assessment
Process documentation
Solution customization
Infrastructure set up
Pilot/Transition period
Time: 4 Weeks
TRAINING
Training Need Identification
Customized training program as per client’s requirement
Pre-process & process training
Voice & accent and cultural training
Refresher training Time: 2 Weeks
PRODUCTION
Project management approach
Exception handling and reporting
Effective coaching & monitoring practices
Periodic review and evaluation
Service level management and reporting
Time: 4 Weeks
QUALITY
Regular audit for process and deliverables
Identify and analyze errors to take corrective measures
Flowcharting and root cause analysis for process improvement measures
Management reporting of quality assurance activities
Capacity planning Forecasting,
staffing & scheduling
Real time reporting
Billing and revenue management
MIS / WFM
Ensure 100% adherence to federal / data protection laws
Governance & compliance audits
Organization preparedness for client & third party audits
HIPAA compliance
CONTROL & COMPLIANCE
PROJECT MANAGEMENT & OVERSIGHT
IT INFRASTRUCTURE– TOOLS & TECHNOLOGY
CLIENT BILLING AFTER 60 DAYS AND PAYMENT AFTER 90 DAYS
© Sun Knowledge 2015-16| All Rights Reserved
GOVERNANCE MODEL
© Sun Knowledge 2015-16| All Rights Reserved
Sun Knowledge Governance Structure
Steering Committee
Program Management Office
Project Delivery Team
Executive sponsorship
Management oversight
Ensure business goals and engagement goals alignment
Ensure tangible results and demonstrable value
Continuously educate & report executive leadership on the critical success factors of engagement
Plan and implement change; define, establish performance, metrics aligned to goal
Review project scope, timeline and budget and monitor project progress
Communication, status reporting & escalation to steering committee
Manage cross team
dependencies
Identify, initiate & institutionalize process improvements
Oversee knowledge repository building
Project Management
Scope Management
Knowledge Management
Change Management
Ensure successful engagement startup
Quality Management
Resource Management
Communication & Status Reporting
Issue Management
Monitor & measure knowledge transfer process
Incorporate industry best practices
Quality Control & Assurance processes help us meet our client’s expectations and SLA target. We use Quality Assurance program to set production and quality goals. Our daily quality audit activities ensure that we evaluate our agents’ work on all relevant criteria. We ensure quality by carrying out
rigorous quality assurance and control activities.
QUALITY ASSURANCE & CONTROL
Periodic process review Process audit Testing deliverables and root cause analysis Process improvement / re-engineering Incorporating customer feedback N% internal quality audit of client deliverables & review reporting Weekly/monthly monitoring of productivity reports
© Sun Knowledge 2015-16| All Rights Reserved
TRAINING METHODOLOGY
• Process training and refreshers
• Availability of training documents in ‘Knowledge Net’ portal
• V&A, Soft skills training
• Post-training assessment• Training feedback• Review of training program
• Preparation of training Modules
• Preparation of training Plan in ‘Knowledge Net’ training module
• Regular process test and appraisals• Work in-sync with Operations & QA
Training Need Identification Training
Program Planning
Conduct TrainingTraining
Evaluation
© Sun Knowledge 2015-16| All Rights Reserved
We have defined and established a process and system to avoid compliance risks while carrying out operations and encourage employees to proactively report compliance issues to the higher
management.
COMPLIANCE – KEY FACTS
Well defined policies to cover compliance aspects Written procedures covering compliance aspects Proactive compliance reporting and issue escalation Action list for changes in rules and regulations by regulatory authorities Compliance evaluation framework Periodical training on compliance issues and update Periodic audit and review mechanism to address potential compliance risks Implementation of data privacy and security standards Incident reporting for data security violation Compliance awareness among the employees and reward on compliance reporting Compliance violation by employees leads to employee retraining and reassessment
© Sun Knowledge 2015-16| All Rights Reserved
COMPLIANCE - ESCALATION STRUCTURE
Service DeliveryService Delivery Mgr
(Service Delivery POC)
Head of Operations
(1st Level Escalation POC)
Operations
CEO & MD
(Final Escalation POC)
Executive Board
Board of Directors
ComplianceCompliance Mgr
(Compliance Escalation POC)
Head of ComplianceCompliance
Team LeadProcess Team Lead
(Service Delivery POC)
TechnologyTechnology Mgr
QualityQuality Mgr
HR/TrainingHR/Training Mgr
Compliance Issue
Trigger Point
Process Team Leader will inform Service Delivery Manager and Compliance Manager immediately after occurrence of the event
Compliance Manager/ Service Delivery Manager will assign the severity of the compliance issue
Compliance Escalation Path
Severe Compliance Escalation Path
© Sun Knowledge 2015-16| All Rights Reserved
DATA SECURITY AND END USER PRIVACY
Information security management system is aligned with ISO 27001:2005 standard Implementation of policies and procedures with respect to PHI comply with HIPAA-HITECH regulations Data replication between Sun Knowledge’s servers in NY and India via site-to-site IPsec VPN tunnels helps
strong business continuity management Daily off-site backup process to mitigate data loss risk in case of disaster Implementation of physical access control system in office premises restricts access to sensitive areas housing
application and database Physical and logical segregation of internal network into VLAN segments to control and protect data storage
and transmission between business/process units Implementation of perimeter security devices, like firewall and segregation of sensitive information systems Access to all information systems through two levels of authorization Implementation of two levels of end point malware protection network and system level anti-malware
systems Use of secure e-mail system for e-mails with sensitive PHI information Implementation of access restrictions to prevent unauthorized deletion or movement of data using external
storage devices like optical discs, pen drives, etc. Security incident monitoring, reporting and resolution system Periodic employee awareness training on data privacy & protection and HIPAA regulations
23© Sun Knowledge 2015-16| All Rights Reserved