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VOA North Louisiana manages 25 successful programs
with just one system: ServicePoint

Here’s how they juggle case management, reporting, funding — even Medicaid billing — to help over 7,000 children, families, veterans, seniors and the disabled

Volunteers of America North Louisiana provides a wide range of essential services out of its two offices in Shreveport and Alexandria. The organization supports everything from school programs to behavioral health services. Many of the offerings are federally funded, serving children and families, people with disabilities, veterans, and seniors.

The North Louisiana affiliate began using ServicePoint software to standardize its data collection as well as reporting to the national organization. According to Melissa Godinez, director of technology and strategic operations, the software enables Volunteers of America North Louisiana to “comply with federal regulations, meet programmatic management needs, and provide required reports on every detail.”

Since adding ServicePoint, the organization has been able to:

  • Create custom workflows for each program and greatly simplify processes
  • Thoroughly analyze data to gain a clear view of programs and make informed decisions
  • Significantly expand service capabilities

Originally, the North Louisiana Volunteers of America affiliate only used ServicePoint for its homeless programs because the web-based application functions perfectly as a homeless management information system (HMIS). However, when the national organization adopted ServicePoint in order to standardize client data collection, “we realized we needed to get all of our programs using it,” Godinez explains.

Adaptable to any service or program

The first implementation beyond the homeless programs was in the federally funded Supportive Services for Veteran Families (SSVF), which provides case management and financial assistance. The SSVF team volunteered to be ServicePoint “guinea pigs” because the program’s paper-based system, which required a daunting 17 steps to complete, was in dire need of an efficiency upgrade.

Godinez started by adapting ServicePoint’s core templates to create custom workflows that could be completed without reliance on paper. She says that the new workflow, which was pared from 17 steps to a mere five, is completely paperless and allows easy access to SSVF client data for accelerated processing. “By improving our efficiency—with everything electronic and appropriate staff accessing the information they need—we can help clients more quickly,” says Godinez. “This is where they really benefit.”

“Revolutionary” Medicaid billing tool

While the SSVF effort was a tremendous success, Godinez says the organization’s greatest ServicePoint accomplishment was its “Medicaid billing project,” involving its largest division—behavioral health. This program provides clinical services for both adults and children, the latter accomplished by 35 or more clinicians who work in local schools.

The North Louisiana affiliate bills its behavioral health services directly to Medicaid. Prior to ServicePoint, local Volunteers of America staff had to log in to the state’s Medicaid system to complete billing. Unfortunately, the system didn’t provide the nonprofit with the reporting mechanism it needed, so Godinez contacted her ServicePoint representatives to find a way to generate the 837P file for HIPAA-compliant electronic claims.

Because that capability didn’t yet exist, Godinez collaborated with the ServicePoint team to build it. Now, rather than paper-based charting that is later entered into the state Medicaid system, clinicians enter information each time they meet with their clients. These sessions are recorded as service transactions, and the 837P file is automatically generated and bills to Medicaid via the Claim.MD clearinghouse.

“That feature revolutionized the way we handle that program. It also contributed to our ability to expand our adult behavioral health from 60 clients to more than 1,700,” Godinez assures.

Readily accessible data and reports

In today’s environment, particularly with funding sources and accrediting organizations, accurate data and reporting are critical. According to Godinez, there was “always a scramble to get data” with the old spreadsheet-based system, but that has changed drastically. “Everyone can easily access the data they need in ServicePoint and make more educated decisions as a result,” she says.

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