Workflow Evaluation for your practice

Blueprint for implementation
  1. Evaluate current & future function requirements

  2. Evaluate current & future workflow processes

  3. Select EHR & equipment

  4. Implementation and training

  5. Deployment

  6. Post deployment

Patient workflow begins at your web site and is the most vital port of entry into your practice. The importance of your web site cannot be overstated both in terms of attracting patients and office workflow.  Make sure you have enough information on your web site for a patient to make an informed decision to come to your practice without calling your office.  This reduces your front office workload significantly.

My practice web site gives me an unfair business advantage.  I'm amazed at how few practices get this concept.  Check out www.PlanoEye.com

Web site design ~ Critical to success
Submit claims day of exam!

Inputing correct demographic and insurance information is vital to getting claims out the same day of exam

It takes less time to input correct information once than inputing and replacing incorrect information later

There is no excuse for bad data!

Web site design ~ Critical to success

Patient workflow begins at your web site and is the most vital port of entry into your practice. The importance of your web site cannot be overstated both in terms of attracting patients and office workflow.  Make sure you have enough information on your web site for a patient to make an informed decision to come to your practice without calling your office.  This reduces your front office workload significantly.

My practice web site gives me an unfair business advantage.  I'm amazed at how few practices get this concept.  Check out www.PlanoEye.com

Workflow evaluation

1

  1. Web site-everything begins here

  2. Scheduling

    1. online scheduling​

    2. offline-in office

    3. arequest (last resort)

  3. Registration

    1. online-send link to register prior to visit​

    2. offline-in office

  4. Prelim testing

  5. Doctor exam

  6. Optical services-web based lens catalogs

    1. spectacles​ lab orders

    2. contact lens lab orders

  7. Check-out

    1. invoicing​

    2. recall/pre-appt

  8. eNotifications​​-lab order ready

  9. patient eSurveys

    1. post exam​

    2. post  eyewear dispensing

    3. google reviews survey based update automated

  10. eClaims

    1. Vision​

    2. Medical

  11. eDeposits to bank from claims

  12. Remittance posting

    1. ERA-electronic remittance​

    2. EOB-manual posting

  13. eStatements

  14. patient payments

    1. ePayments

      1. statement link​

      2. web site

      3. manual posting

  15. AR monitoring

    1. Clearinghouse daily to make sure claims received​

    2. 30-day AR report worked

    3. 60-90 day AR report worked

    4. patient AR worked monthly

  16. recall/pre-appt eNotificaions w/ link to web scheduling​​​​

Practice Management
EHR

PM ​​critical information necessary for EHR best workflow

  • Demographics

  • Insurance-Primary vision and primary medical

  • Signatures on file-HIPPA & financial

  1. Technical staff begins exam

    1. PFSH, lifestyle verification interview​

    2. medications-synch with eRx online

    3. prelim data collection

    4. get digital refraction data into exam

    5. deploy image management for doctor review

    6. deploy diagnostic tests review software for doctor

  2. Doctor exam

    1. review data

      1. CC/HPI​

      2. PFSH

      3. Lifestyle questionnaire

      4. allergies/medications

      5. vitals/prelim 

      6. screening & special testing

    2. refraction & binocular testing

    3. Optical Rx's validated against online database

      1. spectacle lenses​

      2. contact lenses

      3. push Rx's to patient portal

      4. CLX  Rx push to patient and portal

  3. Physical exam

    1. physical exam findings​

    2. assessment/plan

    3. orders

    4. ePrescribing

      1. print Rx support​

      2. drug interaction checks

        1. drug-drug​

        2. drug-disease

        3. drug-allergy

        4. drug-pedicatric

        5. drug-geriatric

    5. procedures with interpretation and report

    6. operative notes for surgeries 

    7. patient counseling print or push to portal

    8. coding validated for CPT/ICD and NCCI edits

    9. Spectacle and CL Rx push to

      1. lab orders​

      2. patient portal

      3. print

      4. CLX eOrder platform

    10. coding push to invoice-claim

      1. correlated & code checked

        1. CPT/ICD against LCD

        2. CPT/CPT NCCI edits

        3. multiple ICD per line item support

        4. insurance company​

          1. vision to vision ​

          2. medical to medical

      2. push coding and Rx's without signing chart support

Evaluate workflow processes

2

​​​

  1. Web site design

    1. Have as much information as possible for patient to schedule online​

      1. Reviews​-testimonials

      2. Insurance accepted

      3. Hours available

      4. Services 

      5. Doctors Bio's

      6. Office tour

      7. Technology

      8. Location

      9. Communications

        1. phone​

        2. secure text

        3. secure email

        4. contact form

      10. Patient portal

      11. Online registration

      12. Online scheduling (not request)

      13. Frame inventory online

      14. Online contacts

  2. Online scheduling

    1. Demographic information​

      1. Full legal name and DOB will allow insurance verification​

    2. Insurance information

      1. Valid subscriber ID

        1. Medical plan​

        2. Vision plan

        3. Secondary insurance

    3. Medical history-PFSH

  3. In office scheduling-get same info

  4. Insurance verification/eligibility

    1. prior to visit when possible

    2. day of visit at latest

      1. eVerification​

        1. Availability​

        2. Trizetto and others

        3. insurance web sites

        4. phone-last resort

  5. Online registration-prior to visit

    1. Send automated link prior to appt​

      1. demographic info​

      2. vision & medical

      3. medical history - eQuestionaires

  6. Patient arrival

    1. Glance sheet for patient information​

    2. verification and routing

  7. In office registration

    1. Drivers license-demographic info

    2. Insurance cards-vision & medical

    3. Get ID numbers from web site or phone if patient does not have cards

      1. all you need is name and DOB​

    4. Verify and explain benefits 

      1. medical AND vision​

    5. Collect co-pay 

    6. Patient seating in welcome area or optical

  8. Tech begins exam with patient

    1. completes PFSH/ROS/Lifesytle questions​

    2. see EHR

  9. Doctor hand off

    1. Optical-checkout

      1. re-explain vision benefits ​

      2. complete lab order for eyewear/CLs

        1. save quotes functionality​

  10. Check-out

    1. review benefits and explain invoice​

    2. post invoice with EHR/Lab order data

      1. CPT codes automatically linked​ to

        1. ICD​

        2. correct insurance co

  11. Set up recall or pre-appt

  12. Reputation management

    1. Survey automatically sent to patient​

    2. Post 5 star reviews to Google/Web site

  13. Notifications-preference based

    1. Spectacle/Contact lens ready

    2. Recall 

    3. Appointments

PM
EHR

PM

    1.  

Select EHR & equipment 

3

  1. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

  2.  

  3. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

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Implementation and training

4

  1. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

  2.  

  3. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

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  • I'm a paragraph. Click here to add your own text and edit me. It's easy.

Deployment

5

  1. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

  2.  

  3. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

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  • I'm a paragraph. Click here to add your own text and edit me. It's easy.

Post Deployment

6

  1. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

  2.  

  3. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simple drag and drop elements like text, images and links, or connect to data from your collection. Tell people more about the services you offer. Use this repeating layout to display content. It's an easy way to keep your customers up to date with what's happening. Want to make this content your own? Simply drag and drop elements.

Heading 5
Heading 5
  • I'm a paragraph. Click here to add your own text and edit me. It's easy.

Inputing correct demographic and insurance information is vital to getting claims out the same day of exam

It takes less time to input correct information once than inputing and replacing incorrect information later

There is no excuse for bad data!

Submit claims day of exam!
Google reviews ~ automated!

Automated patient surveys following the exam is critical to updating Google and Yelp reviews.  The importance of reputation management cannot be overstated.

Selecting the right EHR for your practice is perhaps the single most important decision you will make for your practice.  I encourage all physicians to make their decision based on what you need in the exam room rather than what your office staff wants.  

Rarely do office staff have the long term picture in mind.  It amazes me how many doctors allow their staff to choose their software based on what they want in the PM side.  Long after our employees are gone we will still be stuck with their decisions that may not be in the long term intersest of your practice.

Certainly get your associates impressions about the systems your are considering but I encourage you to make the decision on you system selection based on the EHR that best fits the doctors workflow.