8 Questions You Should Answer When Choosing an RCM Solution
By Kenneth Bradley
Introducing new technologies and new processes can be a challenging task for any organization. But those that invest the time to develop a comprehensive implementation plan, engage key stakeholders and adopt a methodical approach to vendor selection greatly increase their chance of success. Before beginning the process of choosing a revenue cycle management (RCM) partner, ask yourself the following questions:
Will a member of our leadership team agree to serve as “champion” throughout the process? The champion needs to understand the organization’s strategic plan and how RCM technology will benefit the organization. The individual assuming this role must demonstrate commitment to the RCM solution and be willing to serve as an internal resource to which various stakeholders can turn for information and possible guidance.
Do we have a clear picture of what we hope to accomplish through the adoption of an RCM solution? The organization should expect to see quantifiable results soon after implementation. Specific, measurable goals and objectives should be outlined from the outset – reducing days in A/R by 10 percent, for instance, or reducing rejections by 10 percent. Leadership should be prepared to share benchmark data, which will allow the organization to demonstrate how the RCM solution helps achieve the identified goals and objectives.
Who will guide our efforts during preparation, selection, and implementation? It is vital to establish a project team, representing the various areas that will be served by the RCM solution. Therefore, team members must not only keep their own priorities in mind, but also be able to consider ramifications to the organization as a whole. Open-minded skeptics may be valuable members because they will ask questions and raise issues that long-standing proponents may overlook.
How will you determine the “must haves” and “nice to haves” when looking for an RCM solution? You will want to articulate the priorities and document them so your selection committee has a consistent evaluation tool to use when comparing various vendor offerings.
Do you know how to begin compiling a list of possible RCM vendors – and how to narrow the list to a manageable number? Common sources of information at the onset are exhibitor lists from professional conferences and networking with colleagues. Begin to cull the list by requesting information and specifications, and comparing it to the priorities already established. Consider checking with professional organizations such as KLAS, which rank solutions based on extensive customer research.
Are you willing to invest significant time in evaluating a “short list” of RCM vendors? Most vendors will send sales representatives on site to provide a demonstration and answer specific questions. However, their purpose is obviously to convince you to consider their product. To conduct an objective assessment, your project team should challenge the RCM vendor. Present scenarios typical of your workflow, and ask vendors to respond to real situations you will face. Invite IT staff to the demo and discussion, so they can ask pointed questions to confirm that the solution is compatible with other systems and that it will perform according to vendor claims.
How will you conduct due diligence during selection? You want to ensure RCM vendors you consider are financially stable and committed to developing their products in response to changing needs over the long term. Likewise, evaluate the vendor’s commitment to customer service and support. You don’t want to find yourself in a “pay and pursue” situation, where you have paid for the technology and subsequently need to pursue vendor representatives to get the assistance you need.
Are you confident that the RCM vendor will work collaboratively with your staff during planning and implementation? Once an agreement is signed, it is the vendor’s job to ensure they provide a solution that meets your needs, not theirs. The vendor must be sensitive to the fact that an automated RCM solution will prompt a significant change in work habits among staff. They must assist during this transition by encouraging dialog, providing comprehensive training, and responding to the needs of various departments and users.
Kenneth Bradley is vice president of transaction and interface development for
Atlanta-based Navicure, Inc.