healthcaretechoutlook

Refurbishing Healthcare Communication

By Staci Schoellhorn, Director of Operations, CrisSoft LLC

Staci Schoellhorn, Director of Operations, CrisSoft LLC

With the dawn of digitalization, numerous technology vendors are leveraging the power of healthcare communication as their shiny new toy. They continue to adopt innovative wireless technology to enhance accessibility and security within the healthcare ecosystem. Thanks to the online patient portals, patients can now access their personal health records and other healthcare information on-the-go. As patients become better informed about their care and conditions, they expect to be more engaged in their treatments. Immediacy and reliability between the patients and the healthcare organizations continue to rise, making secure communications equipment and strategies to protect patient data onsite a must-have for healthcare settings.

"Our expertise in healthcare communication lets us focus on our products, backend billing and revenue cycle management"

What are the challenges you see in the healthcare communication landscape and how does CrisSoft LLC overcome them? A long-standing challenge in the healthcare communication landscape is the willingness to connect to other groups and establish an application programming interface (API). Our well-experienced support team interfaces the clients’ EMRs/EHRs with our product—Mercury Medical—to enable seamless communication. We are in process to interface and directly connect with clearinghouses and insurance companies with an HTTPS connection. While user experience is of paramount importance, we focus on balancing internal goals with customer support and experience. Creating a stasis between internal projects and client needs is strenuous; however, business has a natural way of prioritizing itself. We interact with our clients to understand their needs and develop our product accordingly, as opposed to creating one to meet the industry demands. We determine how their needs fit into Mercury Medical, how to leverage them into our product and how best we can satisfy those needs. We keep our products updated with the ever-changing healthcare environment. Our policy is guaranteed compliance; our customers don’t see a bill for any kind of changes in insurance regulations. We make amendments to our software and meet the changing needs for our customers.

What according to you are the trends that dominate the healthcare arena? We have an ambitious goal to identify and close more, if not every, support call in one turnaround, stay on par with the upcoming trends and improve our processes. The key is to identify calls that cannot be closed so quickly, ensure proper communication with our clientele, build relationships and keep the expectations plausible. We support our clients through our People System, which is accessible over a web browser making essential resources available to all our clients anywhere and anytime without any additional costs. The objective of the People System is to allow our clients to self-advocate, empowering them to utilize the online resources to find the answers they’re looking for.

What are the major tasks or net requirements that vendors can leverage in healthcare? Given the abundance of information available, it is crucial to stay focused on the task at hand. It all boils down to the job, its objective, the integrity and how to pursue that. Our expertise in healthcare communication lets us focus on our products, backend billing and revenue cycle management. It is easy to get inundated with all of the information and possibilities in the healthcare landscape. Our primary objective is to clarify corporate goals and keep our priorities straight with a vision statement that justifies our intentions to pursue a different and effective approach in our line of work.

Are there any projects or initiatives that you are currently overseeing? Mercury Medical was originally designed for service bureaus and ancillary hospital services, our software has accumulated abundant trust over the span of 30 years. Mercury Medical caters a spectrum of functionalities to large organizations and institutions across a spectrum of verticals to manage data collection from different locations. Over the last two years, we have built Mercury One—a fundamental product for practice management and revenue cycle management for small organizations. Mercury One assists single provider offices that need billing efficiency, apt reporting and automation at its fingertips without relying on a service bureau. Mercury Medical was built to grow with our clients; Mercury One was designed to grow with our smaller customers into Mercury Medical. We aren’t shortsighted; every customer has the potential to grow with Mercury Products. Our interests lie in verticalizing Mercury One, eventually expanding across every vertical in the market.

Are there any recent endeavors CrisSoft LLC underwent to tackle the hurdles in the healthcare communication arena? As technology advances on all fronts, distributing resources for self-advocacy and customer support becomes relevant. Further, to streamline collections our customers must accept all forms of payment from patients, it is essential to access patient portals and accept credit cards. It is imperative that the clients seamlessly interface with their accounting systems to automatically translate patient data into electronic records. We deal with Protected Health Information (PHI) where there is no room for errors, breaches, or data loss. Our partnership with Heartland, A Global Payments Company, simplified the decision-making process while analyzing these credit cards vendors. We incorporated Heartland’s secure payment processing services into our software to efficiently and securely automate payments.

From a leadership perspective, what factors do you consider before forming a partnership with a vendor? We strategize our partnerships by providing our clients with options, no exclusivity, no limitation on our customers. If a vendor provides the services that our client needs, we interact and build a partnership with that vendor. As long as our goals are aligned with the best interests of our clients, we look forward to pursuing the partnership with numerous vendors without any exclusive contract. An ideal partner would be an industry leader or a vendor that caters a variety of functionalities and supports clients appropriately. Finding the right vendor is no easy task, but connecting our users to the right vendor   is well worth the legwork, we’re committed to working with the best.

What are your thoughts on the budding healthcare technology? Do you have any advice for the next-generation peers? Healthcare is a prominently changing industry, and evidently, the development of Mercury Medical is far from over. Though it is a stable, reliable product, we have to make amendments to the system in order to guarantee compliance with the changing regulations. Functionality is precious for a certain time and is then replaced with the next required feature. Continued research and education assists in maintaining relevance in healthcare. It is all about staying on top of the game, understanding the objective, and not getting distracted from the task at hand.