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Featured Use Case

Billing reminders reduce supervisor intervention by almost 80%

Published: Friday, April 8, 2022

The Problem

Providers servicing clients in their home are supposed to document those services (or record a cancellation) by a set time the following morning. The deadline is necessary for the services to be billed and to help ensure high clinical note quality and accuracy. A significant percentage of staff had been missing the deadline, leaving hundreds of appointments - representing over $60,000 in potential revenue - unbillable each day.

To maintain cash-flow, billers would manually “nudge” the providers to document the session via calls, e-mails or text messages. After the initial reminder, only about 30% of those appointments were documented by the following day, leaving the clinical supervisors to manually follow-up with their staff. The result was a tedious, time-consuming process that drained both administrative and clinical resources.

The Solution

Simple Fractal engineered a custom, autonomous RPA bot to notify providers via e-mail and text message if they failed to document an appointment or mark it as canceled by the deadline. The bot included a link to the referenced appointment to make it easy for the providers to find and address the issue. The bot sent multiple reminders, and if the appointment was still unresolved, an escalation e-mail was sent to bring the issue to the attention of the clinical supervisor.

Results and Impact

While 70% of the initial reminders from the billers went unaddressed in the prior process, only 17% required supervisor follow-up after the bot was implemented. As a result, the client was able to:

  1. Save hundreds of hours of administrative time each month.

  2. Accelerate the cash flow of over $60,000 each day.

  3. Cut the amount of time between service delivery and documentation for these appointments by more than half.

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