RE:RE:Good article on the business of CCMGood post, lscfa. Tracking billable time is crucial, and a call centre operation automates this. Twenty minutes per month is one call every two weeks (not an issue with many monitored patients) or one monthly call where special assistance and support is required. Doctors can prescribe monitoring frequency, so the whole process can be managed and most patients will qualify each month.
lscfa wrote: This explains a lot; things that Reliq has not been transparent about.
I suspect the real reason the co. wants to get away from reporting onboarding stats is it is a flawed indicator of revenue because an enrolled patient is not necessarily a billable patient each and every month.
A billable patient is one where the provider spends a minimum 20 minutes of time per month with them. Providers, or their subcontractors like home health agencies, may not be properly staffed to fulfill this minimum time requirement for all enrolled patients each month. Thus only a portion of the enrolled patients are billable in any given month. (see examples below)
Chronic care managment software like Reliq's can help providers track time spent and provide audit trails but if providers don't have the staff they still fall short on the minimun 20 minutes per month. [Is this why Paz in Texas with its paper system is so bad at billing?]
Reliq's call center should help providers achieve a high billable patient percentage each month but will it be 100%? I hope the rumor is true that Reliq is understating the patients associated with contract announcements so that those no.s are reliable in forecasting revenues. These bozos don't need a shareholder lawsuit on their hands.
"Meanwhile, a clinic in North Carolina that decided to outsource their program ultimately eschewed the low-cost bid in favor of a high-quality service delivery partner. The clinic was highly successful at enrolling patients by achieving widespread buy-in from clinicians, strong staff engagement, and using a standardized enrollment process. The service partner’s expertise in evidence-based approaches to chronic care management and core competency in contact center operations has helped them maintain strong patient retention, consistently billing nearly three quarters of their patients every month." "The clinic also prioritized efficiency, aiming to complete the monthly 20 minutes of time in a single call. In addition, they instituted a month end process to complete the calls."