How to Select an HME Software System
With CMS putting downward pressure on margins, providers
continually seek new ways to increase operations efficiency, and maintain
billing and accounts receivables. Fortunately, software is the one tool that
can help them do all this.
Software reduces costly paper handling, streamlines the back office, and helps
providers to reduce DSOs and leverage new efficiencies, such as bar coding and
electronic document management.
“A lot of people use homegrown systems or antiquated, five-, 10-, or 15-year
package systems that might not have been designed for what they are doing,”
says David Siegel, chief operations officer for Nationwide Medical, a provider
that uses software to serve more than 9,000 CPAP and BiPaP patients. “We were a
classic example of that.”
For providers with older systems using off-the-shelf products such as Quick
Books and Excel, or legacy systems created in DOS, selecting a new software system
can be daunting. Where to begin?
Get started — now. Do not delay; create a project team that can start
investigating options, analyzing costs, and working toward purchasing a new
system.
“It’s like breathing; it’s an automatic thing that you know you have to do,”
Siegel says. “You wake up half-way through your career and say, ‘You know what,
we really need software.’”
Nationwide Medical’s first software system had originally been designed for
sleep labs. Siegel says while it gave Nationwide something to use, it became
“painfully obvious” that if it wanted to grow its business, it needed something
that was HME/DME-specific.
So Siegel immediately began collecting software system brochures, data sheets
and demo offers to review his options. He also contacted an IT specialist for a
quote on developing a system for his business.
Consider communications capabilities. Successful HME operations require
myriad dialog with patients, such as sending them reminders and coordinating
deliveries. A solid software solution incorporates tools such as automated
calling, interactive voice response and fax and email tools to ensure a smooth,
continuous patient dialog.
Ensure it streamlines documentation. A good system should let staff
easily retrieve and update patient records while on the phone with patients .
To help make informed decisions, staff members need to quickly add and look up
coverage information, billing contacts and other reimbursement information.
Look for task automation. Software systems should help providers easily
replicate a task they repeat throughout the day. For example, there should be a
tool that quickly answers frequently asked patient questions.
Can it improve inventory management? Software that incorporates tools such
as bar coding, and profiling and tracking inventory levels will cut dead stock
and slash time-consuming manual processes. Furthermore, bar coding can be
implemented in other aspects of the business, such as on truck routes to help
track and document the delivery of DME.
Training and support are critical. A good software system will offer
technical support from knowledgeable staff that understand the HME industry and
the provider’s business. For example, a question about billing tools requires
that support staff understand the elements of funding. Likewise, the vendor
should provide training resources to get staff up to speed on the system,
Siegel says. Some vendors will include minimal training and support with the
software installation, and then charge for continued training.
Do you want an on-site or off-site system? Today’s HME software can run
on the provider’s IT infrastructure, or be accessed via the Internet through a
Web browser or special client software. Both have advantages, so determine
what’s best for your business. Nationwide went with the Internet-based software
system offered by Brightree Inc.
“For us, we have spent our living in places other than IT,” Siegel says. “So
going from a homegrown system that we backed up at 5 in the morning every day
to an Internet-based system freed us from being tied to our physical office
location. They do all the backup on dual servers in different states so you
have a higher sense of security than if you had a server in your own office.”
Points to take away:
• Upgrade right away. If you’ve been hemming and hawing over
replacing your software system, then you’ve been missing out on getting a
return on your investment. Make your move today.
• Assemble a project team. They can look at costs, necessary
features and other aspects of adopting a new system.
• Consider the type of system. Should it be online or
installed on-site? A large provider might want control over its own system
while a smaller provider might prefer a hosted option.
• Review the features. Make sure the system provides the
billing, communications, inventory, and other tools that will help you maximize
your business.
• Have sufficient training and support. This will ensure your
team gets the most from your system and quickly resolves any issues.
Learn more:
Visit HME-Business.com’s software solution center at hme-business.com/mcv/sc/computer
to read more about HME software options and issues.
This article originally appeared in the July 2008 issue of Mobility Management.