The Right Choice for Call Recording OAISYS Voice Documentation for Healthcare Improving Profitability, Efficiency and Service Quality

The Right Choice for Call Recording Voice Documentation for Healthcare Common challenges in healthcare practices Description of voice documentation How voice documentation addresses industry challenges

The Right Choice for Call Recording Challenge: Working with Insurers Patient requests a visit or treatment Staff calls their insurance provider to pre-authorize and verify eligibility Practice delivers service and charges the patient as prescribed Claim submitted to the insurer 30+ days later payment received Common patient admittance process: Sometimes the insurer does not properly track the authorization When this occurs, they delay, reduce or deny payment of claims When the process breaks down: Communication with insurers can be inconsistent and difficult due to insurer size or structure, plus changes in personnel and procedures Why does this breakdown occur?

The Right Choice for Call Recording How Widespread is the Problem? In 2002, 66 percent of one physician practice’s total revenue came from claims originally underpaid or denied by health plans and other third-party payers. * *Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006 Challenge: Working with Insurers

The Right Choice for Call Recording Challenge: Patient Service Healthcare options are multiplying Costs are rising Practices need to maintain their patient base Service and comfort drive patient behavior A medical practice depends on patients Develop good processes for patient interactions Train staff and monitor their performance Work with high-quality affiliates that promote great patient service How can providers control service?

The Right Choice for Call Recording Solution: Voice Documentation OAISYS technology that creates digital media documents from business telephone calls Centrally stores voice documents on a secure network repository Provides the ability to organize, retrieve, playback, annotate and share voice documents

The Right Choice for Call Recording How This Works 1. Practice staff calls an insurer for pre-authorization 2. The insurer later reduces or denies the claim, staff member then retrieves the voice document and highlights the authorization 3. Voice document is shared with the claims manager kindly requesting full payment

The Right Choice for Call Recording Claims Management Uses Document pre- authorization calls Document calls regarding treatment ◦ With patients ◦ With other providers Document calls on appeals ◦ Use as part of follow-up log on all appeals Process Documentation Step 3 to simplifying the auditing and appeals process: Document, Document, Document. * *Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006

The Right Choice for Call Recording Other Uses Use voice documentation to review and train on processes ◦ Patient scheduling ◦ New patient administration ◦ Communications with labs, imaging centers, hospitals ◦ Insurance communications Confirm scheduling and other communications with affiliates such as imaging centers, etc. Medicare and private insurers “down- code” or deny payment for requested medical procedures–voice documentation provides evidence of requested services

The Right Choice for Call Recording Customer Focus – North Scottsdale Family Medicine North Scottsdale Family Medicine is a family medical practice with seven physicians on staff. Office administration must manage patient relations; insurance reimbursement, billing and financing; staff development and training; and patient medical records. North Scottsdale Family Medicine relies on their Talkument solution to address key issues, including: ◦ Resolving Billing Disputes: Talkument recordings enable office administration to prove that payment promises were made, improving office cash flow. ◦ Improving Patient Care: Management can listen to call recordings to ensure proper information is being shared, and recorded conversations can be used as a training tool to improve patient relations. ◦ Liability Protection: Talkument can easily prove what was said and by whom, eliminating potentially costly lawsuits related to patient care. Charlene Burgett, Office Administrator, North Scottsdale Family Medicine “We’ve resolved billing disputes, improved patient satisfaction and minimized liability risk. I don’t even want to think of going back in time before Talkument because it is such a wonderful tool for me. It’s amazing.” “I feel secure knowing that the information from my call is supported by Talkument, especially with the potential liabilities that exist in the world today.” “Using Talkument as an educational tool with our staff results in a better understanding of how we are perceived by others so we can make improvements to our communication with our patients…which results in happier patients!”

The Right Choice for Call Recording A Healthcare Solution by Design Utilizes patent-pending OAISYS Portable Voice Document (PVD ™ ) technology PVD technology promotes collaboration through its highlighting, annotation and sharing features Voice documents never leave the central repository on which they are stored, and access is granted via encrypted media file streaming Access is permissions-based using role definitions and voice document categorization OAISYS solutions promote enhanced patient care through information transfer while being fully HIPAA compliant!

The Right Choice for Call Recording The Right Fit for Any Practice OAISYS Large Office System: Two T1/PRI interfaces, VoIP connectivity to the communications system and support for up to 48 trunk channels or VoIP telephones OAISYS Small Office System: VoIP connectivity to the communications system and support for up to 20 VoIP telephones OAISYS Small Office Analog System: Eight analog lines, VoIP connectivity to the communications system and support for up to 20 VoIP telephones Talkument comes pre-licensed on an OAISYS Recording Appliance in three different configurations:

The Right Choice for Call Recording Advanced Feature Functionality Integrated live call monitoring with pause, rewind, fast forward and IM ◦ Perfect for quality assurance, real-time coaching and personnel development Desktop video recording ◦ Integrated video replay to audit PC use during calls Employee evaluations and quality reporting ◦ Proactively develop personnel and control quality Talkument is also available via built-to-order servers, which come bundled with Tracer interaction management software. Tracer delivers advanced features, including:

The Right Choice for Call Recording Review Healthcare practices deal with payment and service level challenges due to miscommunication Voice documentation provides a way to resolve these challenges efficiently OAISYS offers HIPAA compliant, affordable and easy-to-use voice documentation solutions

The Right Choice for Call Recording Questions? OAISYS Sales Engineering option 3