“The Change Healthcare team delivers on its promises. I would let others know that they will work with you to help you prosper in the business of healthcare.”
“Physicians were happy not to have the patient get inappropriately admitted. The patient’s need was met. The caregiver’s need was met. Improving inpatient utilization is for the good of everyone — ultimately it’s for the good of the community."
“We have enjoyed consistently highquality service for our patients, our community, and for our physicians and staff.”
"The staff is excited because of the data that comes back from payers. They have been eager to get better, more current information to help them do their jobs more efficiently Some were not comfortable with the change, but they react in a positive way when the training message is delivered the right way. It starts with the demo. You get positive feedback as you go through the implementation process, then again when you train users. RelayHealth trained our trainers, and then we started rolling it out to different areas. Written documentation is provided so users can go back to it later, and we also post documentation on a Sharepoint site.”
“Every CIO knows that the partners you choose for a high-profile project can make or break the project’s success. From the beginning, RelayHealth was committed to Jersey Health Connect’s success, and this commitment continues to this day.”
"We have a population that is increasingly computer savvy. Many of them routinely asked about getting this service, and with RelayAccount we were able to meet that need."
"One of the major benefits is the system gives a clearer and faster reporting of errors. As they become apparent, we’re able to take action earlier in the process. It’s a great advantage for our IT staff."
"Our previous system was not webbased, so it required more attention, and there were hardware updates almost daily. It’s a great advantage for our IT staff."
"Before, I really didn’t have much of an idea about wait times until someone contacted. Now if I see a 20-minute wait at a facility, I’ll shift staff to bring the times down. It allows managers to react quickly and effectively."
"We were looking for a solution to help us have clean claims - we knew the registration process was becoming more and more complicated, so we wanted a way to help registration staff upfront and be able to apply our rules.”
"Having this group of healthcare professionals, both clinical and non-clinical, in one department can create a conduit to take care of patients across the enterprise. I see our group growing and providing valuable input about providing care across the continuum.”
"Because it’s an SQL database that we can access, and RelayHealth is comfortable sharing things like the data dictionary, we’ve been able to build interfaces to extend the functionality of the system with pulling data in and out in ways in that we could not do previously. We really like that."
"Because the edits are in place before the effective date, we can let our coding department know what’s coming, and they can make the change. That means we get our bills out in a more timely fashion, and the claims are cleaner."
"We had to implement a claims processing system sooner than we wanted to. ClaimTrack was being discontinued, and we weren’t ready to go live with EC2000. For about a year, we were live on two systems and had two customer ID numbers, which meant we needed a method for preventing duplicate claims and saving the additional time and staffing resources it takes to resolve them."
"Scared them away pretty quickly. It was my belief that we were losing business. We needed a more efficient way to interact with our patients and tell them what they would owe at the time of service."
"We’re breaking down all of the barriers to payment. When a patient receives a bill, any obstacle that leads them to not pay the bill must be overcome."
"I wanted to help lower the abandonment rate. I also wanted to make sure our customer service reps were on the phone with people who really needed help."
"All of our income above expenses is used to improve the health of the community, and we need to appropriately identify charity since we are not-for-profit."
"RelayAssurance Practice has enabled us to catch errors and issues on the front end of the claims process, which has boosted productivity by greatly reducing staff time spent on backend troubleshooting and re-dos."
"Enabling them to catch errors upfront can mean the difference between a quick fix and an exhaustive effort that zaps productivity."
"Based on other software I’ve used, this is more user-friendly and flexible, who works in the professional billing office of Metro Health. It can place specific rules around a claim, instead of just getting a claim from point A to point B.”
"It’s flexible enough to be able to make some of the modifications yourself. It has good reporting capabilities for what we need.”
"But the integration is very straightforward and low maintenance. Any code edits or updates are done behind the scenes by RelayHealth to help keep the system running at peak efficiency."
"What sold me was the work list capability - by using work lists, we can perform some transactions 10 to 20 times faster than we could previously.”
"Those meetings are not always pleasant, but they do help find holes in claims processes. We now can pull great data to go back to payers and explain what’s going on. When a payer raises an issue, we can quickly check our records. “One payer asked us to verify how long it was taking us to submit claims. Using Acuity, we had that information right at hand."
"If someone calls in looking for a doctor and gets a referral, for example, and nine months later they’re back in to deliver a baby, we’re able to match our call records with the hospital’s financial records and reconcile the revenue. Without RelayCare Revenue Tracker, it would be a totally manual process, and it would be nearly impossible."
"If a patient called in for an estimate, anything beyond the top 10 services, like an MRI or CT, went to the charge audit unit. We couldn’t estimate surgical procedures, like knee replacements, without extensive research because we didn’t have the technology. We had one nurse per day dedicated to that function, and that is an expensive resource to have devoted to working up estimates."
“The combination of RelayAssurance Plus and RelayAnalytics Acuity enabled us to identify trends in claims data, reduce manual touchpoints, improve in our clean claims rate and cut our Medicare RTPs in half.”
"It came down to RelayHealth and one other vendor From there, it wasn’t a pricing issue, but what the product could do for us, the product’s flexibility, the company’s track record and previous success stories, and their willingness to show how much they believed in their product with a proof of concept before we signed the contract. RelayHealth was the only company willing to commit to a proof of concept before the contract was executed.”
"They want to see the data and know it’s trustworthy. With the speed-to-pay metrics from RelayAnalytics Pulse, we are able to see and have discussions for how we can improve our processes. By engaging in this process, we don’t get into conflict discussions. We’re already looking forward as a group, so we’re able to agree on measures to correct behavior."
"When it’s all said and done, we have hospitals much bigger than us asking how we do things. At HFMA meetings, I talk to people who are working now on issues we solved three to five years ago. I talked to one woman recently who was hiring three people for a process that we’ve already automated.”
"It takes us a little longer to get claims out the door following discharge, but it’s paying dividends because our pass rate is better and claims are being paid quicker. Also when considering the workload and efficiency impact of denials, including rework and the appeals process, the small amount of extra time it takes to get the claim out clean the first time is worth it in staff productivity returns later. So while it may appear that we are behind on certain measures, we come out ahead on the metrics that I think are more important. We would not know this with any level of confidence without Pulse.”
"Finally the day has arrived that providers who use clearinghouses are no longer eliminated from real testing opportunities with payers."
"AhiQa has 260-plus rules built into the system, throwing up flags that the registrar can follow up on while the patient is still in the waiting area. If it’s a policy number, for example, we can go in and fix it that day, which prevents the claim from kicking out or getting a denial and having to work it later."
"A major benefit of having a partner take over submitter management and creating a single business rule engine for us is that their software and services save us hours a month in human resources that would typically be spent on manual claim review and technical support. With one simple front-end solution, we can better manage our compliance edits and specific business rules.”
"It’s going to make our telemonitoring faster and easier, and will allow us to track data that supports our progress. The whole process will be simplified and automated.”
“By remaining focused on accurate and timely billing, we enable our patients and their families to keep their focus on spending time together during this important time of their lives - the end of life."
“It’s been huge to find invalid CPT codes that, with our old system, would have gone out the door and resulted in a missed reimbursement.”
"MultiCare Connected Care, a wholly owned subsidiary of MultiCare Health System, is an accountable care organization that supports a clinically integrated network called MultiCare Connected Care Network. MultiCare Connected Care has 80,000 attributed members. Fuse provides a single view of data to manage the health of populations and achieve financial goals."
"Southern Prairie Community Care (SPCC) is a 12 county collaboration in southwestern Minnesota. SPCC has 26,000 attributed members and saved taxpayers more than $10 million dollars in projected State spending. Fuse reduces interoperability implementation time and provides aggregated data from across multiple EMRs and data systems for care coordination and analysis."
"US Oncology Network empowers advanced, integrated cancer care delivery. Over 800 US Oncology providers are leading in value-based care through participation with the Center for Medicare and Medicaid Innovation Oncology Care Model. Supported by McKesson Specialty Health, Fuse is providing aggregated data quality measure analysis to foster OCM success."
“Right now, we’re reporting the basic stats to the management team. The next step is to formalize a program where we use this trend data and meet with specific departments on a regular basis to discuss their performance and have a discussion about changing internal processes.”
“We’re out there taking these leaps, and we’re far ahead of the curve in getting where healthcare needs to go. RelayHealth is likewise trying to stay ahead of things. It’s a strong partnership and we’re both benefiting.”
“Because the edits are in place before the effective date, we can let our coding department know what’s coming, and they can make the change."
“We’re looking at the kind of edits we’re seeing, and we’re working with Health Information Management and other departments to get errors cleaned up so that when we get it, it’s virtually a clean claim, and it goes out the door.”
“Based on other software I’ve used, this is more user-friendly and flexible. It can place specific rules around a claim, instead of just getting a claim from point A to point B."
“RelayHealth is a strategic partner who understands the business needs of today’s health plans. RelayHealth PCS is a game-changer that will allow us to be more agile with regulatory changes and to deliver new electronic services to our providers.”
“Communication was the number one success factor between [UHS and Change Healthcare].”
“Having Change Healthcare come in and provide an independent voice was a great experience for many reasons. Of course, the end result – getting through a CMS audit in the same year with the score we achieved – I think that really reflects what Change Healthcare was able to help us accomplish.”
"We’ve all heard horror stories about practices that change billing vendors. So naturally, there was a lot of concern. But Change Healthcare has the process down to a science, and we couldn’t be happier with how it all turned out.”
"By making evidence-based, objective criteria an integral part of the conversation we were able to reduce denials and lower our average daily census. We have improved the quality of care and the value that we deliver to our community."
“The purchase of that software was minimal compared with the $3.1 million we were losing.”
“Being able to carve up the work so there’s accountability and a better level of attention to high clinical priority cases gives us a powerful one-two punch.”
“I think the Change Healthcare team has been spectacular. We’ve changed our system from top to bottom, and they’ve been with us each step of the way.”
“Change Healthcare has done an excellent job for us. They’ve helped us increase our reimbursement during a time when many labs are seeing their revenues decline. Our client manager works aggressively and diligently to meet our needs. I truly can’t say enough about how benefi cial this relationship has been for Meridian.”
"Our molecular diagnostic test volume continues to climb each month, and we know the 75%-plus decrease in time spent managing MDx prior authorizations that we’ve already seen with the DEX Diagnostics Exchange is just the beginning.”
“Eighty percent of the providers that received VCCs continue to accept them, and of the 20% that opted out, 19% moved to EFT; only 1% refused to do anything electronically. So that’s a huge win in helping us drive paper suppression.”
“We can breathe a sigh of relief now that we are on the Change Healthcare platform.”
“The daily challenge to optimize flow for today’s situation keeps continuous downward pressure on our length of stay.”
“We’ve seen a cultural change across LGH. We are able to forecast consistently, which helps us make decisions more confidently."
“There’s a huge bonus to having the hemo and reporting system as a singleplatform offering. If you ever do reporting after the case or another provider wants to look at it, having everything in the same system is an extremely important piece of the puzzle for the care team.”
“The entire care team can immediately view the procedure notes and the providers’ preliminary reports within our Epic EMR. Our experience with Change Healthcare has been exceptional. They’ve partnered with us to create an excellent system.”
“Having separate, third-party consultants—other than the vendor you’re contracted with—gives you an independent, consistent source of truth.”
“We’ve participated in previous paper surveys, but they haven’t been user friendly for the patient. Change Healthcare provided a fully turn-key process that is very easy to administer.”
“Anytime you fundamentally change your billing operations, there is trepidation. We were able to retain control of our destiny while enjoying financial improvements virtually across the board. The results far exceeded our expectations.”
“Working together with the Change Healthcare coding and compliance task force has enabled us to create a truly collaborative model. It will help us reduce and mitigate risk while ensuring the ongoing financial success of our practices.”
“The Change Healthcare staff is part of our family. We treat them like employees because they interact daily with team members in financial counseling, patient access, and case management.”
“Change Healthcare played a pivotal role [in the system change] by participating in workflow and build discussions as an extension of our team.”
“We're always looking to save the institution money, be more effeicient, bring our accounts recievable days down, and to use technology to make those things happen.”
"Registration’s due diligence identifies any error or potential issue with a bill so that we can fix it before it gets to the claims system, Our goal is to not have the billers look at the claim at all.”
“We have been extremely happy. Not only have the services been comprehensive and top-notch, but their people have been engaged and committed to our success from the start. They’ve exceeded our expectations in all respects, and we’re looking forward to a long and continuing relationship with them.”
“I feel I can turn to Change Healthcare with just about any problem and know that they’ll quickly come up with a solution. We feel fortunate to have them as partners. In fact, I wouldn’t want to be in this business without them.”
“They’ve been extremely responsive to just about everything we’ve asked of them. Combine that with the excellent job they do, both with billing and A/R management, and it’s definitely a partnership we’ve grown to depend on."
“Change Healthcare brought a vast amount of expertise to the table that helped in the planning and implementation process.”
“We are now able to process claims daily and obtain faster reimbursement, and claim denials are less than two percent. We can also provide our clients web-based access to all their data while still complying with HIPAA.”
“We wouldn’t have been as successful if we hadn’t transitioned the legacy A/R with Change Healthcare.”
"I enjoy being able to continue to serve with Change Healthcare. The Veterans of Change BRG gives me the opportunity to continue to support veterans and veterans related issues."
"My military service gave me the ability to fight for our freedom, Change Healthcare allows me to fight to inspire a better healthcare system."
"Despite your previous rank, occupational specialty, or branch. Your key skills of leadership, working as a member of a team, communication, and adapting to change, will be used in every aspect in a position within Change Healthcare."
"I have always appreciated every opportunity presented to me. I have always felt welcomed, included, and my status as a veteran was always appreciated and celebrated. Every year I look forward to our very special Veterans Day celebration."
“I’ve been in the cath lab for more than 14 years. We used to print out all reports and documentation and put it in the paper chart, Now, our hemo report fully integrates with Epic, so you can pull up the finalized report—within milliseconds—on the floor and in primary care afterwards. You can see the size and kind of stent used and which medications have already been administered.”
“We need to understand who the therapies work for and in what setting. Clinical trial data is a key starting point but is just not big enough if we want to examine treatments in diverse subgroups and understand what works best for whom.”
“We’re interested in whether people that are in a high-resourced healthcare environment–people that are in the high end of the economic distribution–may have access to better, quicker healthcare. You can hypothesize that, at the high end of the income distribution, there’s generally more access to healthcare. And we can then investigate whether that changes the experience–what condition a person is in when they present with COVID, what hospital they present to– that would be a marker for a lot of differences in the community.”
“Structured reporting improves our report quality and accuracy Standardizing what we are documenting increases our billing and reimbursement accuracy, and that has been a great benefit to Baystate.”
“We wanted to attract new patients who weren’t aware of how this type of insurance could help them stay healthy and well. Our goal was to become part of the fabric of the community, helping everyone improve and maintain their health.”
"Companies in the digital health space are trending toward using more purpose-built APIs to manage specific parts of the patient access and billing workflows. We’re using Change Healthcare’s Eligibility API to verify new applicants across multiple payers and deliver speedy implementation for our customers."
"Change Healthcare has enabled PatientPal to provide our customers with the information they need in order to determine insurance eligibility and benefits in real time. Not only do they provide the best APIs in the industry, but they also provide an unparalleled level of support, and are always there to assist with any issue. Change Healthcare's data quality and reliability, along with their nationwide coverage, allows us to offer our customers exactly what they are looking for at a price that can't be beat."
"Clinical research is absolutely necessary and the only way we are going to get new technologies brought to market. It’s kind of the responsibility of all of us. physicians, patients, everybody."
“Change Healthcare has helped us modernize our group and make it more efficient and competitive. With their assistance, we’ve grown from a financial and stability point of view and made numerous sound business decisions. It would have been very hard to make these changes without them.”
“We believe, as the community healthcare leader, that we need to serve all consumers, regardless of payer source, and look for programs and solutions that aid our population, and make sure we’re providing superior services to anyone who comes through our doors.”
“The volume of calls and requests for information exceeded our internal resources, information on the virus was changing quickly, and we needed to expand to assure the needs of our community were being met safely, correctly, and efficiently.”
"BGO is truly thankful to partner with Change Healthcare to assist with our workflow and ultimately help our patients receive the care they need."
“Sometimes patients don't know that they have insurance, or they're unsure of what coverage that they have. The Clearance Patient Access Suite allows us to verify the benefits almost immediately and gain a clear picture of what a patient’s financial liability is going to be.”
"The result was a 20%-30% improvement of standard manual HCC review results."
"I feel Change Healthcare Cardiology is the best system out there at this time."
"[Because of the transparency we have through the portal], I don’t see us as two separate companies; I just see it as we have a department or division that handles all our correspondence, and Change Healthcare makes it happen. We were able to cut our costs from what we had been paying two vendors due to Change Healthcare’s capabilities and pricing."
“We wanted to use one strategic RCM partner to handle everything efficiently, so we could focus team member time on their important, high-touch functions.”
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