Andrews Sports Medicine and Orthopaedic Center is a busy practice located in Birmingham, Alabama serving approximately 280 – 350 patients per day. Lisa Warren, CEO of Andrews, wanted to streamline the front and back office workflow processes. She also wanted to find a solution that would improve the overall patient experience and reduce patient wait times.
Ms. Warren decided to implement Clearwave’s self-service kiosks. By implementing the kiosks, patients could quickly check-in, pay co-pays and/or outstanding balances at the kiosk and then be seated until it was time to be seen by the physician.
Patients had a long waiting room time which was increased by having to fill out redundant paperwork.
Staff had no efficient way to engage with patients about past due payments or point of service collections.
Errors in patient data resulted in rejected/returned claims with insurance companies.
Significant time was wasted having to follow up with patients to correct data discrepancies.
The insurance eligibility screens generated by the PMS were inconsistent and difficult to interpret by front line employees.
Reduction in check-in times due to less paperwork.
Point of Service collections running more smoothly with the ability to take payment at the kiosk.
Having a cleaner workflow including Clearwave’s alerts and flags so staff know when to immediately follow up with a patient.
Ability to check eligibility and benefit information in real-time, saving staff time for other tasks.
Better overall patient experience due to shorter wait room time, less paperwork, and a more organized front office.
Implemented Clearwave Solution: 02/2015
Practice Management System: SRS/Systemedx
Initial Number of Kiosks: 6
Current Number of Kiosks: 11
Patient Utilization: 99%
Average amount of monthly Eligibility checks: 35,202
Average Reduction in Check-In Time: 90%
Clearwave Check-in Time: 2 minutes 30 seconds, down from 30-40 minutes
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