AE May/June 2021 Vol 30 No 3 - 15

the importance of developing a practice culture that
values open communication
and moving forward with
improvements. She added,
" Not everything can be fixed
immediately, but continuing
to work with your vendor to
effect positive change should
be the goal, and resources
should be devoted to these
improvement efforts. "
*	 Letter generation and
electronic sending features
are also underused. Most
systems have customizable
templates for everything from
patient letters and handouts to provider and payer
letters that can eliminate the
need to dictate, Brown said.
Additionally, she said, EHRs
have workflows to meet
compliance requirements for
MIPS referral loop measures. " Remember, " Brown
urged, " if a workflow seems
too cumbersome, talk with
your vendor and submit an
enhancement request. Offer
to work with them to make
your system more efficient. "
Additionally, Brown said, forced
entry field settings can support
the revenue cycle by ensuring that
the practice has email addresses
and insurance information before
scheduling a patient's appointment. She also noted that PM
system collections modules are
often not fully maximized; tools
like automated ticklers may make
staff more efficient.
POSITIVE TRENDS
One positive trend that supports
the revenue cycle and clinic
workflow is advance online patient
registration. " Whether by iPad or

kiosk at the practice or online in
advance of an appointment, the
ability to have accurate information
and remotely collect the patients'
payment portion is an excellent
efficiency for practices-that also
reduces patients' in-office time for
health reasons, " Brown stressed.
Myra Cherchio, COMT, COE,
director of clinical operations at St.
Luke's Cataract and Laser Institute
(Tarpon Springs, Fla.) agreed.
Cherchio told AE that her practice
began using kiosks in 2017, first at
the home office and later at other
locations. When the pandemic
hit, the practice reduced kiosk use
to decrease touch points. But, she
said, " Since reopening, the practice
resumed kiosk use with all new
patients to minimize the need to fill
out forms. We have continued to
check in our returning patients at
our desks. "
Additionally, Cherchio said
that St. Luke's has been gradually
introducing Clearwave's Mobile
Pre-Check. She explained, " Patients
can complete all forms at home,
using a cell phone camera to upload
insurance and driver's license cards.
Then our team only needs to verify
the patient's identity upon arrival. "
She noted that this option reduces
data entry errors and check-in time.
Moreover, Cherchio said, patients'
acceptance of mobile check-in has
been surprisingly good, perhaps
due to being more comfortable at
home, where a family member can
assist, if needed.

Identifying all stakeholders
is critical.
*	 Create a development team
that understands the EHR
and PM systems. Bridging
communication between
front and back offices and
encouraging understanding of each side's workflow
leverages teamwork.
*	 Having front-facing support
ready to help patients is
essential for implementing
kiosks or other patient-related
technology.
Brown underscored the critical need for training. " Practices
should view systems training in
the same way that they view other
compliance concerns, " she said.
" It is that important for practices
to stay as efficient as possible and
continue refining their workflows
for maximum productivity on an
ongoing basis. " AE
NOTE
1

Longhurst, C.A. et al. (2019, March).
Local Investment in Training Drives
Electronic Health Record User Satisfaction,
Applied Clinical Informatics. https://www.
thieme-connect.com/products/ejournals/
html/10.1055/s-0039-1688753

"

Many
[practices]
are not using
EHR and PM
software
features
that have
the potential
to increase
practice
efficiencies.

Jeanne S. Holden
(703-451-5903,
jeanneholden@yahoo.
com) is a freelance
writer-editor based in
Springfield, Va.

MAXIMIZING SUCCESS
Cherchio offered the following
advice for practices that want to get
the most out of their technology:
*	 Take the time to fully
appreciate the impact of
introducing new features.

www.asoa.org // AE

15


https://www.thieme-connect.com/products/ejournals/html/10.1055/s-0039-1688753 https://www.thieme-connect.com/products/ejournals/html/10.1055/s-0039-1688753 http://www.asoa.org

AE May/June 2021 Vol 30 No 3

Table of Contents for the Digital Edition of AE May/June 2021 Vol 30 No 3

AE May/June 2021 Vol 30 No 3 - Cover1
AE May/June 2021 Vol 30 No 3 - Cover2
AE May/June 2021 Vol 30 No 3 - 1
AE May/June 2021 Vol 30 No 3 - 2
AE May/June 2021 Vol 30 No 3 - 3
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AE May/June 2021 Vol 30 No 3 - Cover3
AE May/June 2021 Vol 30 No 3 - Cover4
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