CLIENT SPOTLIGHT: CANYON VIEW MEDICAL GROUP

Curtis Pulsipher, Practice Administrator
Alisha Deuel, IT Medical Management Software Specialist
Canyon View Medical Group
Spanish Fork, UT
Multi-specialty; 17 physicians, 3 mid-levels, 4 locations
Founded 1976

What prompted you to consider and ultimately adopt Navicure?
We had been conducting electronic transactions for a long time through the Utah Health Information Network (UHIN). However, it offered only pass-through functionality. We would send packets of claims and UHIN would transmit them directly to the appropriate payer without even opening the file.

While UHIN represented a cost-effective approach to claims processing – it cost only $500 a year – there were significant drawbacks. We were not able to extract data or run reports on our revenue cycle, for instance. We would have to sort through mounds of paper and create our own spreadsheets to get any sense of performance or payer rejections. The turning point came when Medicare switched from Blue Cross to Noridian in this area. UHIN could not support multiple provider numbers within a batch as required by the Noridian system.

Was it difficult to implement the Navicure claims management solution?
Not at all. During implementation in July 2007, we provided Navicure representatives with the names and provider numbers for each practitioner, and they took care of the rest. We signed a number of documents to facilitate electronic fund transfers, and that was it.

Navicure offered Web-based training, and the six members of our billing office staff participated. It was very easy to learn, and we were up and running in no time.

What financial benefits has Canyon View achieved with Navicure?
Navicure has facilitated our efforts to achieve a strong bottom line. Canyon View Medical has been recognized as a Better-Performing Practice by MGMA for the past eight years. Our days in A/R are at 36 and Navicure is helping us maintain this level. Our rejections were at about 5%, but we are down to 1% since adopting Navicure.

We’ve achieved significant savings in personnel costs as well. A member of our billing staff resigned shortly after we implemented Navicure. There was no need to replace her because we dramatically streamlined work processes and increased efficiency. A second staff member was devoting eight hours a day to claims management, follow-up and resubmission. She is now spending only two hours a day on claims-related tasks. We have been able to redeploy her to other revenue generating activities like working with patients who have overdue balances.

Have you realized other benefits working with Navicure?
We’ve seen tremendous improvement in our revenue cycle management both at the front end and the back end of the process. Navicure’s edits engine ensures that our claims go out cleaner than ever before. But the solution also reports back to us about problems spotted and corrected. We incorporate this information to help increase efficiency and correct patterns of errors internally. Our physicians do their own coding and we are able to use Navicure reports as a training tool. We can identify which physicians are making which errors and work with them to improve. Likewise, we can easily spot errors made by the front desk or nursing staff and provide training to eliminate them.

How would you rank Navicure’s customer service?
It is exceptional. When we call for assistance, their representatives answer immediately – sometimes the phone doesn’t even ring on their end. Also, the person who answers the phone is usually the individual with the knowledge and skills to correct the problem. If not, they find the answer and get back to us quickly, usually within hours.

We were pleasantly surprised with how easy it was to convert from legacy ID numbers to NPI with Navicure. We assumed it would take us three or four days to pull all the information together. Navicure told us “don’t worry about it,” and they took care of the entire process.

Another great thing about Navicure customer service is that there is no finger-pointing. No one tries to pin a problem on someone else. They just figure it out and fix it.

We couldn’t be happier with the results we have achieved with Navicure. It has truly helped strengthen our revenue cycle, improve our internal work processes and increase productivity.

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