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RCM Enterprise Services, Inc.

Executing well-planned transition RCM: Why did your upper management agree to outsource laboratory outreach?
Colleen:
We have always outsourced this part of our billing, so for us it was a change in vendors. We liked
the optional technologies we could implement to improve our program’s efficiency.
results in successful Go-Live RCM: RCM’s reports are showing approximately $1 million more in captured charges. To what do you attribute

and nearly $1M increase in Colleen: this increase?
During the implementation phase of the project, I worked very closely with RCM’s implementation team to
understand the AR application billing workflow. In my opinion, the implementation process was clearly laid
captured charges out and followed. We were able to make sure all the components and technological issues were addressed
before moving forward to the next step.

RCM: Choosing the right vendor and technology is essential. RCM offers EMR connectivity, courier tracking,
inventory management, and healthcare CRM applications. Did this play a key role in choosing RCM?
Colleen: Yes, for me it hit all the hot buttons. This made a big impact in my area having to manage the billing staff,
client services, and couriers. Making the couriers accountable was certainly one of the key factors in
choosing the RCM outreach package. We have a large outreach, and this brought us into the 21st century,
so to speak.

RCM: You had a successful Go-Live. What were some key factors that contributed to its success?
Colleen: One of the key factors was the implementation plan. Following a well-planned process made it easier to meet
deadlines, and track and complete tasks. The transparency of the plan made the implementation visible
to see that each step was being worked and accomplished. Responses to issues were valid and true and
helped create a good foundation for a solid working relationship. That’s a confidence builder. I felt
comfortable knowing both teams were working towards the same goal.

RCM: Do you agree that the vendor/client relationship is important for growth and the future state of

your program?
Colleen: I can’t stress enough that relationship building between client and vendor is imperative. It’s so important to
know that all involved wanted the venture to be successful. RCM was as fully vested in the project as we were.

RCM: What advice would you give others who are thinking about creating a new program in their hospital?
Colleen: Start with a good business plan. Evaluate your surrounding areas and regions. Appoint a marketing person
for promoting and follow-up with clients. Implement a good healthcare customer relation management (CRM)

application so you can track and manage your business and ensure that your clients are satisfied.

Success Stories is a periodic feature in The RCM Times. We thank Colleen Andrews of UHHS for taking the time to share her success
story with us and further illustrate the value you can expect when you put the power of RCM Enterprise Services to work for you.

Your enterprise could be RCM’s next success story. To learn more about how you can use our technology and expertise to transform
your operations, contact sales@rcm-eservices.com.