1. New insights help manage remote and in-house staff effectively.

Dudley found Vispa just prior to the COVID-19 shutdown in March 2020. He knew the solution would address challenges to keeping revenue cycle staff active, productive and effective during payer follow-ups. Just as Vispa was implemented, staff were sent home and Memorial’s patient volumes dropped due to COVID-19.

The Vispa software provided a necessary management solution just when Dudley and his CFO needed it most and continues to support Dudley’s hybrid workforce today. “With Vispa, we receive real-time insight into the productivity and effectiveness of each team member. We can manage our staff efforts at the microscopic level,” he says.

• Track staff effectiveness at the individual or team level, account level, by the hour and by the payer

• See how long it takes to resolve a task and how much cash is coming in

• Compare how many actions staff members take to resolve accounts with payers

• Be proactive with staff that may be taking or choosing incorrect payer actions

Memorial’s revenue cycle team is 26% more effective in working accounts since the implementation of Vispa. Based on detailed analytics to improve team performance, staff are coached on the best possible resolution for each account.

2. Right work at the right time drives A/R performance.

Dudley and his team have changed the way they work accounts receivables (A/R) with Vispa. Staff are no longer able to pick and choose what accounts to work. Instead, the software pushes the next-most valuable account to the staff member, hides cases not ready for payer follow-up, and replaces ineffective emails with detailed system notes. Work is routed within the system with full visibility of every step for managers and team members.

Derek Dudley, the Sr. Director of Revenue Cycle comments, “We’ve seen a big increase in the quality of account work being done. Memorial’s revenue cycle teams are communicating better with each other and working smarter, not necessarily harder. One example is the team’s ability to share phone tactics, quickly navigate calls and gather more effective contact numbers for payers. Individuals see detailed notes within the system to easily follow the work of other users and select the correct resolution for accounts.”

3. Data analytics support long-term workforce flexibility.

Since the outbreak of COVID-19, Memorial’s revenue cycle team has shifted from a 100% remote workforce to a more hybrid staffing approach. “Vispa accommodates both scenarios equally well while providing a strategic advantage to retain and recruit revenue cycle talent,” says Dudley.

Next steps for Memorial and Vispa include using the workflow optimization tools for front-end patient access staff to streamline claim status, prior authorization and eligibility checks. Dudley is optimistic about long-term workforce flexibility. “Overall, the Vispa system automates high-volume tasks across the entire revenue cycle, which frees up our teams to work on more meaningful, productive work.”