Compression Stockings refill program
The recent addition to our HDMS Outreach Services for the reorder calling campaign of Compression Stockings provides another sharp tool to the home care provider’s toolbox. This tool is used to increase revenue opportunities while enhancing service to their patient, and doing so with less employee involvement.
Built upon frequency rules of patient resupply of compression stockings, this outreach service will identify and only contact those patients who are qualified for their resupply, are active patients and also have a current prescription and medical documentation. It is very important not to automatically contact unqualified patients or those that would create additional work for the billing staff to track down and retrieve necessary paperwork after the product has been provided.
The agility of the HDMS Outreach Services allows the provider to have control over enrollment on a per patient basis. This is especially helpful with compression stocking refills because the provider’s compression patients may be a mix of insurance benefit and cash sale customers. In addition, many providers do not relate compression stockings to other supply programs because the item does not “run out”. However, product guidelines and insurance benefits clearly define the expected lifetime of elastic compression garments to deliver the prescribed therapy, and without a reminder many patients will wear garments long after they stop delivery the correct therapeutic benefits.
Not implementing this type of automation, providers have to devote their own staff to make the calls to the patients individually, one by one as they have time during their busy day. In many cases, this is an unmeasured operational cost for that product line and could also be using talented resources which may be better allocated to other duties. They normally don’t have time to complete the calling efforts and patients are missed with orders never being created.
Waiting for the patient to call for their resupply of these items also yields poor results as many do not know they are even entitled to replacements or when that cycle may be. Worse case is that some may even obtain their next purchases elsewhere, resulting in a loss of revenue to the provider.
The HDMS Outreach Services will increase the revenue opportunities by contacting these patients at the earliest moment possible within the frequency rules, only for those patients that are qualified and will do it quickly without an employee being involved. This will also lead to an increase in patient involvement and additional reorder revenue that may have not otherwise have been seen.
Service to Patients
Servicing the patient is an ongoing mission for any home healthcare provider and by using this automated outreach, it only adds to the service being provided. By contacting and communicating with the patient on a regular basis, it keeps them informed and with the automated voice scripting, and it also provides the opportunities for the patients to reach back to the provider’s office for any additional questions that may have at that time. The automated voice scripting can also provide patients the option to refuse service which can simply extend the next eligible reminder date. This will prevent losing track of the patient and falling out of compliance with their therapy
Reducing labor costs with full automation
Not only does the automated outreach reduce the labor in contacting the patient, but those providers that use HDMS, this goes even further with more savings.
When an outreach is conducted and the patient is engaged with the system, they have the ability simply indicate to repeat their same order the previously received. They may also use the option to contact the provider’s office at that moment to make a change in their order or any other critical information. This is true patient involvement because they have just quickly made the decision to authorize a new order, or with the automatic connection back to the provider’s operator, they are now talking to a representative of the company to create the necessary order. It is an ideal situation for any healthcare provider.
The action taken by the patient to place an order for their supplies will be communicated directly into HDMS where a new workorder is created for product shipment, all by the software. The newly created order will be repeated with the same items along with all the necessary medication documentation and if needed, any prior authorizations that may be required. These workorders flow directly into the provider’s HDMS workflow to ship the items to the patient.
Automatically dropship products to the patient
When VendorLink is enabled within HDMS and the products being ordered are identified as drop shipped items by a preferred vendor, these orders will automatically be moved to the vendor for shipping. On a regular cycle, these orders are electronically transmitted to the vendor for shipment. Once shipped, the notification returned by the vendor will auto-confirm the order into revenue.
Users of StowPoint and HDMS will further enjoy the automation of the workorder image, with the shipping confirmation numbers, automatically be loaded into the content management system of the patient’s record. No printing of a workorder to be filed or scanned into another imaging system would be needed.
The automatically confirmed workorders have revenue created automatically. Since the patient selection initially was to only contact qualified patients, these claims will be all ready to be invoiced and transmitted to the payer, completely without human involvement.
All of these steps in the workflow for a reorder are conducted without an employee being involved. An employee’s time is better spent focused on taking care of the patient and addressing any of their needs that may come up. The entire process can move an order through shipping and automatically confirm the order for billing.