If you are an Epic shop and considering a new Revenue Cycle Management (RCM) system, there are many questions to consider before moving forward. Here are just a few:
1. Are you working with the right RCM vendor?
Epic continues to gain a significant share of the $27 billion electronic medical record (EMR) market, and many RCM vendors tout their ability to integrate with the Epic system. As you evaluate RCM solutions for your healthcare organization, clarify how each vendor “defines” integration to ensure your expectations are aligned. You should also use the vendor’s customer references as an opportunity to ask in-depth questions about the implementation and ongoing support. Pay particular attention to how well the vendor and Epic work together to address issues. An RCM implementation team with extensive Epic experience is better able to get in front of common issues and address them before they cause major project delays.
2. Does your vendor understand workflow from the end-users’ perspective?
Integrating your RCM solution with Epic represents an opportunity to automate many manual processes around eligibility and benefits, claim scrubbing, and claim submission. But to lay the groundwork, an RCM vendor shouldn’t rely solely on handbooks or process documents to evaluate workflow. Instead, members of your RCM vendor’s team need to sit down with your employees to see how they do their jobs and where their pain points are to identify opportunities where automation can streamline tasks.
3. Do you have a change management plan in place?
Change management is the critical component for a successful RCM implementation, but many hospitals and physician practices don’t make it a priority, which can lead to morale issues among staff and slower- than-expected user adoption. Having a plan in place to communicate with staff about the project, its purpose, and milestones, can help you get in front of employee concerns. Also, make sure there are extensive training resources available to minimize productivity issues during and after the transition.
Want more insight into managing an Epic-RCM integration? Download our special report, Revenue-Cycle Best Practices During an Epic Installation.