Q: What are the contributing factors to high levels of ASC satisfaction with their billing partner?
Angela Mattioda (AM): The top request from any current client or client transitioning over to Surgical Notes from another billing company is communication. That includes keeping clients current on issues while not asking for help with issues we should handle as the experts.
A partner should know a client's account inside and out to keep billing processes moving smoothly. ASCs are also looking for transparency from their billing partners. That means sharing the good and the bad.
Strong collections are paramount. ASCs also want details on their performance metrics. If metrics start moving in the right or wrong direction, centers want to know, which goes back to communication.
Another factor is sharing feedback on ways ASCs can improve processes that may contribute to optimizing metrics and cash flow. ASCs should always feel their revenue cycle management team is a partner and extension of the business office.
Q: How does Surgical Notes maintain excellence in these areas?
AM: We understand our clients and prioritize communication, transparency and high levels of performance. A big reason we maintain excellence is by having managers specialized in their departments, such as those in payment posting, billing and accounts receivable. Clients benefit from that expertise and the support from an assigned senior manager who oversees their account.
Surgical Notes takes pride in its service excellence. No client is considered less important than another. Our reputation in the market is unparalleled because we value every client equally and work hard to build strong relationships.
Q: What are ASCs looking for when they switch to Surgical Notes from another ASC billing company?
AM: A better experience in the areas I've highlighted, especially communication. Usually, the biggest complaint we hear is ASCs feel there's no meaningful relationship with the billing company.
Then comes a desire for greater attention to their AR. Cash suffers because AR is not being worked timely. I completed an audit of an ASC that was with another billing company and found they lost substantial money to missed timely filing deadlines and other avoidable issues. These problems show a serious disconnect and point to a vendor not treating the client as a priority.
ASCs should never feel like they need to oversee their revenue cycle management team's performance. Centers should have a high level of confidence in the team and know their facility is well taken care of.
Q: How does Surgical Notes ensure an effective, efficient transition?
AM: We have a veteran team dedicated to onboarding. We use project management software to ensure everything is tracked with who owns the tasks and deadlines. We take as much work off the client's plate as possible while being clear on a client's transition responsibilities. We regularly meet with clients and provide updates.
Key to a smooth transition is involving the assigned revenue cycle management team in the onboarding. They are part of building a strong foundation and relationship.
Setting expectations, clear communication and putting together an action plan for addressing issues in AR from the start is something that typically impresses new clients.
Once we sign a contract, our onboarding team reaches out to the new client and shares a list of the most time consuming tasks needed for the transition, like pulling copies of contracts and providing us with access to technology systems. With this information, the client can start on this work before our kickoff call, which cuts down on the time needed to complete the switch.
We are very proud of our 100% satisfaction rate with our onboarding process. Clients routinely call and praise the ease of the process.
Angela Mattioda is senior vice president of revenue cycle management solutions and client experience for Surgical Notes. Surgical Notes is the premier revenue cycle management and billing services partner for the ASC and surgical hospital markets. Mattioda oversees the revenue cycle management service, the fastest-growing component of Surgical Notes' complete, best-inclass revenue cycle solution offering. Contact Mattioda at angela. mattioda@surgicalnotes.com.