Sun Healthcare, a publicly-traded provider of skilled nursing and rehabilitation care, was facing major impacts in billing due to requirements for increasingly detailed reimbursement documentation. At the same time, Sun wished to upgrade the technology at their healthcare provider sites in order to improve patient services and administration. Nurses and clinicians were spending time doing data entry that would have better spent in patient care. Furthermore, mistakes in this data entry or the inability to submit in a timely fashion could cause major hold ups in billing.
They sought a solution that could handle high levels of bureaucracy while maintaining high security levels to ensure patient privacy was never compromised. The solution also needed to be flexible to suit the varying needs of 250 very different care centers across 30 states in the U.S. They sought a solution that would be easy-to-use for nurses, physicians, and other clinicians, as well. Furthermore, the solution needed to fit into the healthcare environment and be easy to keep sterile and clean.
In 2010, Sun Healthcare chose UnityBPO to address its mobility needs through a pilot program at five clinical centers across the U.S.
The solution needed to be tailored specifically to Sun Health’s needs, and for TelehealthBPO to provide this solution, communication was key. TelehealthBPO and Sun Healthcare met repeatedly before the deployment to gauge Sun Healthcare’s specific needs. TelehealthBPO's approach was flexible and reactive, and TelehealthBPO quickly responded to changing application needs, based on feedback from Sun Health. Although the approach was extremely elastic, TelehealthBPO laid out extensive planning and processes to handle any issue in advance.
Five healthcare centers were selected to serve as test environments, based on their highly specialized and differing environments. The pilot program would be used to determine how best to serve the needs to all 250 clinical centers across the U.S.
We identified several technical challenges, including:
We then vetted ten possible solutions for Sun, and tailored the final solution based on Best Practices, Quality Assurance, Acceptable Use, Security, and Loss Prevention procedures.
UnityBPO decided on the following products and hardware for Sun’s solution:
Within weeks of the initial agreement for the pilot, UnityBPO set up a tech depot site for device lifecycle management and were set up to receive and deploy 1,000 Apple iPad devices using imaging selected by Sun.
The project resulted in cost savings and revenue increases by allowing more accurate documentation in near real-time.
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