CHALLENGE

Small practice needed an outside EHR expert to quickly resolve issues and relieve staff from time consuming tasks.


SOLUTION


Secure EHR Cloud
Secure EHR Cloud

Protect patient data in our fully HIPAA compliant, secure EHR cloud with 99.999% (“five nines”) uptime and 35% better EHR performance than standalone hosting.

Revenue Cycle Management

Revenue Cycle Management

A proactive approach that automates your billing cycle to ensure timely, clean claims that achieve 98.7% first pass success rate and up to 25% faster reimbursements.

White Glove Support

White Glove Support

Attentive, hands-on support for all of your staff and physicians – keeping them productive and spending more time with your patients.


RESULTS

• Increased efficiency
• Stronger data security
• Streamlined billing
• Improved patient engagement


Piedmont Podiatry Associates (PPA) is a four-physician practice with clinics in Easley and Greenville, SC providing complete foot care services since the late 1990s. In 2016, PPA joined InStride Foot and Ankle Specialists, a group with multiple locations across the Carolinas.

Tammy Crone has been the PPA Office Manager since 2008. PPA implemented NextGen’s Electronic Practice Management (EPM) solution in 2010, and six months later added NextGen’s Electronic Health Record (EHR). The clinic’s physicians had not used an EHR before and were accustomed to dictating, so the EHR implementation was particularly challenging.

PPA started working with ITelagen in 2011 to improve reporting and help its doctors become more comfortable and efficient with the NextGen solution. Since then, the partnership has expanded and ITelagen now hosts PPA’s EPM/EHR and patient portal, as well as providing support, revenue cycle automation and professional services.

Tammy believes that strong two-way communication and accountability have been the keys to the success of the PPA/ITelagen partnership. “The ITelagen team keeps us informed about how things are going when they are working on an issue, providing frequent updates even if they don’t have the answer immediately,” she states. “It’s like we’re co-workers.”

Responsive Support Team
ITelagen provides PPA with NextGen application support, ensuring that the clinic avoids costly downtime and can focus its internal resources on patient care. ITelagen’s US-based support team is a single point of accountability with comprehensive healthcare, technology and EHR knowledge to quickly address all of the practice’s technology issues and enable maximum productivity.

The responsiveness of the ITelagen support team has been indispensable to PPA. “Anytime I call with a question or issue, someone picks up the phone right away. They stay in touch via email or phone and don’t stop working on the problem until it is resolved,” says Tammy. “This follow through is very important in a medical practice because you’ve got a lot of people – doctors, staff and even patients – that are held up while you are waiting for the answer. We rarely have any downtime with ITelagen.”

Hosting Relieves Day-to-Day Burdens
PPA relies on ITelagen to host its EPM/EHR, freeing clinic staff from the day-to-day burdens of doing backups, changing tapes and worrying about security breaches. ITelagen hosts PPA’s solution in its fully HIPAA-compliant, state-of-the-art, 100% US-based data centers which offer 99.999% (“five nines”) uptime and 24/7 monitoring. “ITelagen hosting our system, I know we’re being taken care of. It’s taken a lot of things off my plate and they provide frequent updates to let me know everything is ok,” Tammy says. “With all the recent ransomware scares, ITelagen has been really proactive about telling us what they are doing to protect our data. I always know we’re covered.”

Faster Patient Statements
ITelagen is helping PPA take a more efficient, technology-centric approach to revenue cycle management by automating the delivery of its patient statements twice per month. Tammy receives an email confirmation after the statements are sent so the PPA billing department can be ready for patient calls that may come in.

“Having ITelagen manage patient statements has sped up payments and improved our billing department satisfaction,” she says. “It’s a time consuming and error prone task that we don’t have to worry about anymore. We get a notification email when it’s done and ITelagen even sends an address correction report each month so we can update our records.”

Patient Portal Improves Communication
ITelagen hosts PPA’s patient portal, which patients are using more and more as they become aware of it. Most use the portal to communicate directly with physicians and assistants, and some even want to receive statements and make payments through it.

“We’re working with ITelagen on enhancements to the portal. Patients who use it absolutely love it and want to do more in it,” says Tammy. “We’ve seen huge communication gains with people who use the portal…it’s a time savings on both ends for the practice and our patients.”

As Tammy and the PPA staff remain focused on improving efficiency and treating patients, they will continue to turn to ITelagen’s integrated services and team of experts. “If you need to know how to do something, ITelagen is always there to help you. Because of ITelagen’s quick response time and extensive knowledge of how to address issues, we are more efficient and our staff is more satisfied.”

Responsive Support Team
ITelagen provides PPA with NextGen application support, ensuring that the clinic avoids costly downtime and can focus its internal resources on patient care. ITelagen’s US-based support team is a single point of accountability with comprehensive healthcare, technology and EHR knowledge to quickly address all of the practice’s technology issues and enable maximum productivity.



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