Challenge 

Our client, a distinguished national medical group, delivers personalized primary care at home to those confronting various health challenges. Operating under a value-based model, their services are rendered in unconventional care settings, focusing on client engagement, integrated systems and care documentation to realize revenue. 

The client wanted to implement an enterprise operating clinical technology solution to fortify their distinctive business model. To ensure their future success, it was pivotal for them to foster customer engagement, secure payer approvals for member services, meet contractual requirements for Quality Assurance in documentation and coding, and meticulously document care for precise coding and revenue realization, all within a framework of integrated systems. 

Emids was brought on board by the client to validate the system choices crucial for supporting their business model and addressing the various functionality assessment related to their CRM, Scheduling, Coding, and Revenue Cycle Management.  

Solution

Emids initiated a rigorous fitness examination to clarify the client’s business model, document and facilitate a deeper examination and validation of the functionalities in accordance with their business needs. The solution involved a collaborative exploration to understand the complexities of the client’s unique care model and to refine the business model through in-depth workflow mapping leveraging a digital visual collaboration platform.   

We also created significant value for the client by discerning the need for a coding system tailored to support the specific business requirements of their payer customers. We recommended a solution that could plug those gaps seamlessly, streamline their Document QA and Coding QA processes in accordance with the payer guidelines.  

Our assessment concluded that their existing platform worked for their EMR solution but did not cater to patient engagement, scheduling, billing and coding requirements of their business operations. We also evaluated various other vendor platforms and did their cost and functionality analysis. Accordingly, we recommended to the client an enterprise operating platform that was best suited to their business model and which included and supported integration of CRM, Scheduling application and Billing & Coding solutions along with EMR.  

Emids also developed a unique patient journey map to help the client plug gaps in the patient delivery lifecycle and lay a foundation for effective patient engagement. We provided recommendations offering a detailed perspective on the requisite technology to bolster integration of sales enablement, CRM, documentation, and RCM.  

Outcome

This collaboration and the subsequent solutions facilitated the client in authenticating the digital fitness of their operational technology, systems, and processes against the aspired business model. 

The approach yielded in decoding incompatibilities in the functionalities of their operating technology in alignment with their distinctive care model. The insights from our findings empowered the client to optimize their workflow and processes and select the right technologies to support and address the specialized needs and complexities of delivering home-based care. The client was successfully able to validate their system choices and confirm their capability to effectively support the business model and operational needs, ultimately leading to improved patient care outcomes. 

By identifying the need for a specialized coding system and recommending a suitable solution, the client was positioned to align better with the specific business requirements of their payer customers. Not only this enabled the client to streamline their processes but also mitigated compliance risks, ensuring adherence to payer guidelines. This shows how Emids’ proactively understood the client’s needs and created value with potential enhancements in their overall efficiency and compliance for improved satisfaction and trust among their payer stakeholder group. 

This demonstrates Emids consulting expertise in creating a unique patient transformative journey map with tailored technical solutions to enhance the business model and services of the client. Thus, setting a robust foundation for a personalized home care experience. 

Challenge

Our client, one of the leading Medical Centers in Tennessee, has a wide network of hospitals as well as clinics and facilities throughout the state. During and after the pandemic there was a significant turnover of their front-office staff, and the Medical Center was dealing with a staggering backlog of thousands of documents inaccurately linked to patient records. 

In addition to this, there was a surge in the utilization of Epic MyChart Proxy Access requests and telehealth services from their customers seeking access to their family’s/patient’s medical records at the Medical Center. This resulted in a high volume of daily requests for Epic MyChart Proxy access across various patient categories.  

With limited trained staff available to handle these requests and emerging escalated internal costs the client recognized the need for an agile and sustainable solution.  

They contracted with Emids for 1) a one-time clean-up of their Epic HIM Work Queue and 2) outsourcing of their Epic MyChart Proxy Service on an ongoing basis.  

Solution

Emids delivered a robust and cost-efficient solution to address the client’s challenges during and after the pandemic. By deploying a highly skilled team of Epic specialists Emids was able to optimize and streamline the Epic Work Queue Management for HIM and MyChart Proxy Services. We enabled efficient processing of a huge backlog of documents and integration of the correct patient’s medical records ensuring patient data accuracy.  

Post the pandemic, Emids took ongoing charge of the Epic MyChart Proxy Work Queue with the aim to enhance operational efficiency and maximize productivity, while adhering to client’s internal compliance and guidelines. We provided an on-demand flexible and scalable service tailored to cater to their unique requirements to optimize resource utilization while reducing costs and expediting the workflow. 

Outcomes

The partnership successfully eliminated the Epic HIM Work Queue Backlog of incorrect documents mapped to the wrong patients as well as the Epic MyChart Proxy Work Queue backlog of access requests that had been affecting the Medical Center’s operations and patient satisfaction. This collaboration optimized patient safety by ensuring precise and timely record management. Emids’ team proficiently managed the daily influx of requests, resulting in significant reductions in the customers resources man-hours. This enabled the client to redirect their higher costs Epic staff towards more strategic initiatives, ultimately resulting in significant cost savings for them. 

Emids adeptly adjusted and flexed the team size to address sudden spikes in demand, delivering not only improved turnaround times but also enhanced customer satisfaction. With the challenge of time-consuming Epic Work Queue management alleviated, the client’s staff members experienced increased job satisfaction, which contributed to improving their employee retention rate. 

Emids partnered with the client, functioning as an extension of their in-house team, significantly boosting productivity and effectively addressing business challenges. This successful partnership highlights Emids’ expertise, dedication, and agility, ultimately enhancing patient experiences and customer care. 

Challenge 

Our client, a multinational statistical software development and contract research organization, is one of the largest providers of statistical software and advanced analytics for clinical trial design and execution. They sought to develop a cloud-based web application to optimize clinical trial design and management, aiming to reduce risks, improve operational efficiency, protect patient safety, and enable informed, data-driven decisions during initial trial design and on an ongoing basis. 

The objectives were to launch a multi-tenant SaaS application, offer real-time trial design alterations, enhance engine capability to handle more complex algorithms, provide a premium user experience, enable real-time application monitoring, and facilitate easy customer onboarding. Additionally, the application was intended to help development teams reach data-driven consensus rapidly and collaboratively through interactive visuals. 

Solution 

Emids’ dedicated teams embarked on the journey in February 2020, starting with knowledge transfer sessions and stakeholder visits. We built a robust foundation with the formation of core and scrum teams, and an initial four-week immersion in the client’s location. 

We focused on incorporating agile framework and practices into the client system, with regular sprints to accelerate the alpha release. Infrastructure recalibration, architecture optimization, and automation were some of the key steps towards the successful alpha release. 

The solution’s architecture was designed to be highly scalable, with a microservices-based approach and built-in application performance monitoring. We leveraged tools like Jest, Xunit, and JSLint for unit testing and integrated code quality reports. The CI/CD pipeline was automated, and we used CoreAccel and Pendo integration to enhance the platform’s functionality. 

Outcomes 

By deploying multiple scrum teams with domain and technology expertise, we fast-tracked development and launched the application 1.0 within two quarters of engagement. The result was a green field, cloud-based SaaS platform with end-to-end ownership, from architectural design and product ownership to production deployment. 

The new platform, equipped with superior compute power, can simulate 150k models simultaneously, providing real-time notifications. The platform has increased the probability of success for clinical trials and saved weeks to months of time by achieving consensus faster. It has delivered a potential business impact of 10-20% cost savings for drug trials and a 10-20% reduction in drug trial durations. 

The engagement also led to the development of a highly secure SDLC, compliant with OWASP top 10 web application security. By following a test-first approach and using code quality tools, we reduced defects and prevented manual errors. This successful engagement has underscored Emids’ dedication, nimbleness, and impact, making a real difference in the field of clinical trial design and execution.