CLIENT SPOTLIGHT: COLORADO EYE ASSOCIATES

Tracie McDermott, Patient Account Manager
Colorado Eye Associates, P.C.
Colorado Springs, CO
6 Providers

Located in Colorado Springs, Colorado Eye Associates provides comprehensive eye care – from routine eye exams to ophthalmic surgery. Established more than 20 years ago, the six-provider clinic features fully equipped patient examination rooms, an outpatient surgery center, optical lab and diagnostic center.

How were you managing claims before Navicure?
We were using a traditional clearinghouse, but were becoming increasingly frustrated with the service we were receiving. There were tremendous delays in payer reimbursement and it was nearly impossible to get any information about claims status. The clearinghouse Website was difficult to use – we would have to go through many, many steps to try to find any information we were looking for. This had a negative impact on cash flow and on productivity. I’ll have to say that customer service from the clearinghouse wasn’t bad – if you could get a hold of them. It took forever to receive a call back.

What prompted your decision to make a change?
Our physicians went to a professional meeting and investigated a wide range of technology. We had been looking for an electronic medical record system and a new practice management system. One of the vendors that provided a demonstration suggested we consider Navicure for claims management as well. We researched Navicure and participated in a demo. Once we saw what it could do, it was clear that Web-based revenue cycle management (RCM) was the logical next step for us. We implemented Navicure in the Spring of 2005.

Did the transition progress smoothly?
Very much so. Because it is Web-based, the Navicure RCM solution is easy to implement. And it’s very easy to use. Our billing staff participated in one online training session and was ready to go. Navicure has allowed us to operate much more efficiently. With the previous clearinghouse, I was the only staff member who could submit claims. That meant that when I was out or on vacation, claims would have to wait for me to return. Navicure is so easy that any one of our three billers can now submit claims, which has eliminated a lot of delays in payment.

What benefits have you experienced since implementing Navicure?
One of the greatest features Navicure offers is the ability to fix claims online. We submit claims and, if there is a problem, we can identify it and make corrections immediately. This means to goes to the insurer “clean” – which, in turn, means we get paid more promptly. Our days in accounts receivable used to range from 90-120. Now that is down to 20-30 days.

The reports are also a tremendous asset. We can identify patterns of errors, for instance. Perhaps one physician repeatedly forgets to append a modifier or not report the fourth and fifth digits of an ICD-9 code. We can figure out what’s going on and provide additional support or training.

We highly recommend Navicure. Whenever you introduce a new approach to any process, you have mixed response and our staff was no different. But now, they wouldn’t go back for anything. In fact, one member of billing staff is currently working at another practice and trying to convince the partners to switch to Navicure. Navicure costs a little more each month, but it has paid for itself many times over with improved cash flow, not to mention increased staff productivity and less stress.

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