Starting with Empathy: Choosing Where to Begin
Making the decision to invest in optimizing healthcare technology is a lot like renovating a house. You know it needs work, but where do you start? Do you take on the kitchen, the roof, or the plumbing? And once you start, what hidden surprises might you find behind the walls?
For Emerson Health, investing in optimization with Medaptus meant stepping into this uncertainty. They had been successfully using Charge Pro, but like many health systems, they wanted to ensure they were getting the most value from their investment. The key was figuring out where to begin and how to build a roadmap that would deliver impact without disruption.
The Medaptus Consultative Optimization Framework
At Medaptus, we call our method the Consultative Optimization Framework. It’s not about flipping a switch or applying a one-size-fits-all template. Instead, it’s a highly collaborative process that begins with shadowing key stakeholders, from coders to providers, to understand real-world workflows.
This shadowing process becomes the blueprint, or roadmap, for optimization. It reveals both what’s working well and where gaps or inefficiencies exist. From there, we separate out provider workflows and coder workflows, improving each separately while also considering how the two intersect.
Building the Roadmap with Emerson
Super User Training
Our first stop was with the super users. Just like a construction project needs a strong foundation, optimization requires empowering the team members who will guide adoption.
- Expired Codes: We uncovered many expired CPT and DX codes within shortcut templates. We created a full list and trained super users on how to replace or remove them.
- Duplicate Records: We demonstrated the Medaptus merge patient functionality, equipping super users to clean up duplicates and improve data accuracy.
The reaction was positive – super users felt empowered to maintain their own environment with confidence rather than relying on external fixes.
Rules Review
Next, we inspected the system “framework”: the rules, both standard and custom, that support accurate charge capture. For example:
- Pediatrics: Added warnings for O codes and Z38 codes to prevent inappropriate use.
- Behavioral Health: Updated hold rules for F32A to avoid incorrect denials.
These updates not only streamlined accuracy but also provided clarity to end-users with specific, actionable warning texts.
Optimizing Coder Workflows
Coders are the backbone of charge integrity, and Emerson’s team wanted tools to help them work faster and more accurately.
- Reports: We introduced reports that track charge lag and improve visibility into workflow bottlenecks.
- New Features: We recommended leveraging Medaptus’ internal messaging for coder-provider communication, reducing delays and miscommunication.
- Future Integration: We also discussed best practices, such as Medaptus’ documentation integration with Meditech, which enables a more seamless data flow.
Optimizing Provider Workflows
Providers had unique challenges that required a different lens.
- Batch Coding: Some were batching charge entry, which created errors.
- Missed Charges: Behavioral health providers in particular sometimes missed entering charges.
- New Provider Onboarding: Charges from new providers needed to be reviewed during their first weeks.
To address these, we:
- Reduced errors from batch coding by developing tailored training materials to reinforce correct charge entry and patient search workflows.
- Minimized missed charges by introducing charge lag reporting, helping providers see delays in real time and understand the downstream impact of late entries.
- Improved new provider onboarding by creating charge hold rules that ensure accuracy during the first weeks of practice.
Results and Next Steps
The optimization work at Emerson has already produced tangible benefits: cleaner templates, reduced duplication, better coding rules, and stronger communication between coders and providers. Most importantly, the team feels equipped with the knowledge and tools to manage their workflows proactively.
The next phase focuses on expanding provider retraining, exploring rounding list automation, and ensuring smooth onboarding for new providers.
Like a house renovation, optimization is never “done.” However, with the Consultative Optimization Framework, Emerson now has both the structure and the tools to keep improving their Charge Pro environment and to continue getting the most from their Medaptus investment.
FAQs
Q: How long has Emerson been using Charge Pro?
Several years, with both coders and providers actively engaged in daily workflows.
Q: What prompted the optimization effort?
The desire to maximize return on investment, streamline workflows, and address specific pain points with coding and provider charge entry.
Q: How does Medaptus support super users?
Through tailored training on templates, rules, and system functionality so they can independently manage updates and corrections.
TL;DR Summary: Emerson Health partnered with Medaptus to optimize Charge Pro, uncovering hidden inefficiencies. Through our Consultative Optimization Framework – shadowing stakeholders, training super users, refining coding rules, and improving provider and coder workflows – Emerson is building a stronger foundation for charge capture, efficiency, and ROI.
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