Client Success in Acute Telemedicine
Pillars of Partnership
Clinical Quality Program
Without clinical quality, nothing else matters. SOC Telemed has a comprehensive quality management program that supports evidence-based practices, tracks satisfaction levels, and encourages continuous improvement of telemedicine services. These processes undergo regular review by the Joint Commission as part of its ongoing accreditation processes.
Revenue Cycle Services
SOC Telemed’s Revenue Cycle Management program is designed specifically for telehealth services. We work to capture the available revenue from payers and patients to use that revenue to reduce our telemedicine services’ overall cost for our clients.
We recognize that often hospitals forgo collecting for the professional services of tele-physicians because the credentialing and billing process can be exceedingly complex and disruptive to otherwise optimized billing operations, and the volume of teleservices revenue represents a tiny fraction of hospital revenue (less than 0.1 % for an average facility.)
SOC Telemed’s innovative program, currently in place at strategic partner hospitals around the country, transitions the responsibility of billing for telemedicine services and associated financial liability from the hospital directly to SOC.
Credentialing, Licensing & Privileging
SOC Telemed (SOC) has a 200+ physician practice that provides telemedicine consults to patients in more than 500 hospitals across the U.S. Physician credentialing is a crucial part of ensuring SOC’s high standards of care. SOC has a robust process and experienced team of Medical Staff Professionals that credential all physicians according to Joint Commission Standards. This team also works with licensing boards and hospital facilities to obtain and renew state medical licenses and obtain and reappoint facility privileges.
When we onboard new hospital partners, careful consideration is made when selecting the panel of physicians that will serve that hospital. We go through the process of making sure all of the physicians selected for the panel are licensed in that state and privileged at individual hospitals. Many hospitals use the verification documentation SOC has already collected, known as “credentialing by proxy”(CBP). CBP allows hospitals to efficiently start and maintain their virtual care program while reducing the administrative burden associated with traditional credentialing of virtual providers. Participating in CBP has the potential to dramatically increase the speed and efficiency with hospitals can facilitate the credentialing and privileging of virtual providers, saving both time and money and providing timelier, expanded care and services to patients and can significantly reduce implementation time.
After hundreds of implementations, SOC has developed a proven methodology for project planning, workflow analysis, predictive supply/demand modeling, staff and physician training, mock consults, and the creation of reports and analytic measures.
Whether you are starting with just one department, or establishing an enterprise-wide program, skilled project management and workflow optimization is key. Our defined approach is broken down into six distinct phases and follows specific structure and documentation to ensure we don’t have any gaps in the process. A dedicated implementation manager will oversee scope of work documents, checklists, project and training plans, and constant and consistent communication.
Dedicated Client Success Executive
SOC clients are assigned a Client Success Executive (CSE) who serves as a single point of contact to ensure program success. CSEs host regular virtual status calls and onsite quarterly business reviews to ensure our clients are getting the most out of our partnership. As part of this process, CSEs provide report analysis and recommendations to ensure desired outcomes are achieved. At SOC, we are committed to aligned success—that means we are not successful unless our clients are meeting their clinical, operational, and financial goals. See what some of our clients are saying about working with SOC Telemed.
Clinical Documentation – Where you expect it
Clinical documentation in Telemed IQ is template-driven, which enables documentation standardization and the capture of key quality metrics. Documentation is focused on key clinical parameters and clear, concise and complete recommendations.
EMR integration enables either HL7 data exchange or FHIR integration between Telemed IQ and the hospital EMR. Either way, consultation documentation is efficiently delivered directly into the patient’s chart.
SOC partners receive staff training during the implementation process and then additional training as needed. Our goal is to facilitate the education of your staff and ensure they are adequately prepared to execute new telemedicine workflows. We conduct multiple staff training sessions that include how to request a consult, complete a consult, and use SOC telemedicine carts. We also conduct a mock consult with the onsite team to simulate the workflow of a consult from start to finish.
Lean Six Sigma Workflow Optimization
As a value-added service, SOC clients have Lean Six Sigma (LSS) expertise available to them for workflow design and optimization within their telemedicine program. At SOC, over 10% of the employees are LSS certified; that speaks to our commitment to continuous process improvement. Our LSS Black Belts are available to clients to improve telemedicine service line process requirements and metrics. Onsite engagements include staff interviews, time and motion studies, and reporting of the recommendations optimize workflows.
Reporting & Analytics
SOC Telemed clients benefit from robust reporting and analytics that are offered through the Telemed IQ platform. Reports capture and analyze clinical, financial, and operational data that can offer continuous improvement opportunities for health system operations. The client reporting package also includes benchmarking capabilities where clients can compare their telemedicine program metrics against user-defined peer groups within their own systems or against competitors by geography, facility size and type and patient demographics.
The Consult Coordination Center (CCC) is the nerve center of SOC Telemed. The dispatchers and coordinators in the CCC are the connection between incoming consult requests from hospitals and physicians who are waiting to see the hospital’s patients. It’s a continual ebb and flow that requires efficient and timely management, aided by technology—Telemed IQ.
The CCC team receives consult requests both online and via telephone. Using the sophisticated rules-based engine in Telemed IQ, the CCC identifies the most appropriate clinician available for the consult, while also working with onsite staff to ensure that the patient and equipment are ready. The CCC coordinators, dispatchers, and supervisors also ensure pertinent patient information and images are available for the tele-clinician.
IT Support and Security
Our Network Operations Center is available 24 hours a day, 7 days a week to support our partners, whether it’s a hardware, software, or other technical issue.
SOC has achieved HITRUST Common Security Framework (CSF) Certification. This certification was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. HITRUST certification enables vendors and covered entities to demonstrate compliance to HIPAA requirements based on a standardized framework.