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| Company/Organization Name | | | | Phone Number | | |
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Welcome to our exclusive Operational Assessment Tool - this tool has been specifically designed to address the unique business model and operational challenges of HME providers.
Some questions will contain a question mark icon - simply click on the question mark icon to learn about best practices relating to that specific question.
Once you have completed and submitted the self-assessment, you will receive a completed operational analysis that will identify specific and general improvement ideas that you can consider as a part of your operational and performance improvement initiatives. |
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General Information About Your HME Business |
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How many FTEs (full-time employees) do you have? not including those in formal leadership roles |
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| Describe your leadership structure (i.e., how many supervisors/team leads do you have)? | | |
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Do you have an operations manager responsible for overall day-to-day operations? |
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Do you have more than one location (multi-site) |
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If you indicated you have more than one location, are your intake/CS functions centralized into one location? |
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| Briefly describe your payer mix: (i.e., 30% Medicare, 10% Medicaid, 15% private pay, etc.) | | |
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What types of equipment and supplies do you provide (Select all that apply)? |
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| Please tells what other types of equipment, supplies, and services you provide: | | |
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Do you have a retail operation? |
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| If you indicated that you do have a retail operation, what is the approximate total square footage? | | |
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What software system do you use? |
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| Do you feel as if you are fully leveraging/using all of the features you should be using in your software system? | | |
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Do you currently use any other software? |
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Do you use an automated patient contact service (APCS) to engage and follow-up on patients? (PAP compliance, re-supply, routing f/u, etc.)
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Do you have a document imaging system in place? (are you scanning/digitizing documents or are you still paper-based)? |
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Are the intake/CS team members responsible for processing insurance and documentation tasks? |
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How many people work in your intake/customer service area? |
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How do you track/monitor the performance of your intake/CS team (Select all that apply)? |
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| Please tell us what other metrics of information you collect regarding the performance of your intake/cs team: | | |
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Do you utilize a phone software system? |
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| How do you manage/process incoming calls? (do you use a menu system or live answer)? Do all incoming calls go to a single person(s) such as a receptionist, or do they go to a call group? | | |
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If you indicated that you do have a phone software system, what type of phone metrics do you collect? |
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What are your primary sources for referrals? (Select all that apply) |
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| How do you manage and process faxes? (do you use "paperless faxes" such as a desktop faxing software)? Do you use digital faxing as part of your software system? | | |
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| On average, how many cancelled orders do you have per month? | | |
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| How do you define a "cancelled order"? | | |
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How do you check and verify insurance eligibility (Select all that apply)? |
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| Please provide any additional information about how you process insurance verifications and eligibility: | | |
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| At what point in the process/workflow do you determine and notify the customer of their co-pay? | | |
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Do you collect the entire copay amount upfront (all at once) or do you provide options for paying the co-payment? |
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Do you have a patient payment portal? |
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Do you outsource all or any part of the co-pay/patient payment process? |
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| Do you provide a new patient informational packet to new customers? If so, what is included in this packet? | | |
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Do you have a dedicated intake/CS supervisor or team lead? (someone that is always available to assist with questions and resolves issues) |
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| Describe any issues, barriers, or "pain points" that you commonly experience as part of your intake/CS area: (consider workflow, capacity, workload, errors, accuracy, communication, etc.) | | |
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Insurance Verification and Documentation |
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How do you collect documentation and information? |
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Do you rely on sales or "physician liaison" team members to assist with obtaining signatures and documentation? |
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| Do you have a Q/A (quality) check process or step in place to ensure that all required information and documentation is present (prior to providing the order/service)? | | |
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| Describe any issues, barriers, or "pain points" that you experience within your insurance/documentation area: | | |
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| What is your gross revenue per employee (FTE)? | | |
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| What is your total yearly gross revenue? | | |
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| What is your average per month COGS? | | |
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| What is your current DSO (days sales outstanding)? | | |
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| What is your average monthly cash collection amount? | | |
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| What are your total average monthly expenses? (include both variable and fixed cost expenses) | | |
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| What methods and people do you use to deliver equipment to clients? (for example, do you use a courier service for certain delivery types or for routine pick-ups)? | | |
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Do you use a Point of Delivery system? |
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| Do you have a route management system in place? | | |
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| What type of metrics do you use to monitor delivery/service technicians? (for example, stops per day, miles driven, # of pick-ups, etc.) | | |
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| What is the average TAT (turnaround time) for paperwork coming from the field back to the office? | | |
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| Are your core processes standardized and formalized? (consider intake, evaluation, purchasing, scheduling etc.) | | |
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| Describe any process improvement work that your company has completed (or started) in the last 12 months: | | |
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| Do people tend to follow established processes and defined procedures? (consider how they perform and carry out their daily work - are they consistent, not using workarounds, etc.? | | |
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| What is your most significant operational challenge? | | |
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Do you utilize a bar coding system for inventory |
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Do you rely on your software to manage inventory (perpetual system) or do you rely primarily on manual processes to manage inventory? |
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Who is responsible for ordering/purchasing equipment and supplies? |
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| Who is responsible for scheduling evaluations? Who is responsible for scheduling deliveries of custom wheelchairs? | | |
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| Do you outsource any portion (or all) of your billing? | | |
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| How many billers do you currently have? | | |
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| What percentage of your claims are submitted electronically? | | |
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| Where in your order receipt to deliver process does the confirmation step occur? | | |
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| On average, how many orders per day are confirmed? Do you confirm orders every day? How many people are available to confirm orders? | | |
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| Do orders generally get confirmed the same day or no later then the next business day - if not, why not? | | |
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| Where in your order receipt to deliver process does the confirmation step occur? | | |
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Do you have a designated person or persons responsible for working audits? (this would include responding to and managing/monitoring audits) |
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Do you have a "self-audit" process in place? (a proactive Q/A process that mimics a real audit) |
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Leadership & Performance Management |
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| Do you have a formal performance evaluation process in place? If so, how often do you provide employee performance reviews? | | |
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Do you use supervisors or team leads in different areas (for example in intake/CS, billing, warehouse, etc.) Please provide additional information as needed in the "other" box. |
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| Do you (or have you) provided leadership training for your leaders? | | |
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| Do you have clearly defined and reinforced performance expectations for your leaders? | | |
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| Please provide any other additional information, insight, or concerns that you may have that will help inform how we prepare your customized operational assessment summary: | | |
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