Empire Home Infusion Services Streamlines Intake and Documentation
For more than 13 years, Empire Home Infusion Services, part of the St. Peter’s Health Partners system, has relied on Mediware’s team of home infusion billing and collections experts to manage its accounts. Recently, after evaluating internal processes, the Empire team realized that some additional training and guidance from Mediware Reimbursement Services (MRS) would enable a more efficient front-end intake operation and a more effective collaboration with the infusion billing experts.
To facilitate the training and consultation process, MRS scheduled a two-day on-site visit. During that time, the MRS team identified several areas for improvement, all of which would streamline Empire’s front-end processes.
Seeing results with Mediware
“The training we received was phenomenal, and we are already seeing results.”
Vice President of Community Services,
St. Peter’s Health Partners
In the weeks since the training, Empire has implemented MRS’s recommendations and has been able to:
- Implement additional “best practices”
- Respond to all referral sources within 30 minutes
- Eliminate over-processing and duplication of efforts which improves productivity
- Use Mediware software to ensure maximum efficiency
Implementing best practices
Positive response with referrals
The Empire staff also expressed concern about “overprocessing”—or requiring extra or duplicative steps in other areas of the intake process. MRS identified several areas of over-processing, especially in intake and referrals; test claim processing; and managing required documentation. “After working with the reimbursement team, we came up with several solutions to avoid multiple staff working on the same tasks often because they were scrambling to complete all aspects of the new patient referral process with our realization of what another staff member may be working on. Thus, we also more clearly defined job roles to help make each staff member more productive,” Mazzacco explains.
Using software to its fullest extent
MRS also helped the Empire staff identify reimbursement-critical tasks that were being completed manually rather than within the Mediware software systems the organization already had in place. These tasks included tracking of authorizations; tracking of written orders and other documentation; and producing reports with key metrics. In addition, the Empire team learned how to rely more on the Mediware software for workflow management, inventory maintenance, pricing codes, and managing new payers and patients. As a result, the Empire and MRS team can bill more efficiently and effectively, which will lead to optimal reimbursement and profitability.
About Empire Home Infusion Services
Empire Home Infusion Services is a New-York-based not-for-profit provider of customized home infusion pharmacy services. The organization specializes in coordinating care and educating patients and families about antibiotics, nutritional therapy, chemotherapy, catheter care, and vascular access placement.