The Right Choice for Call Recording Voice Documentation for Healthcare HIPAA Compliant Communications Documentation

The Right Choice for Call Recording Voice Documentation for Healthcare Common challenges in healthcare practices Description of voice documentation How voice documentation addresses industry challenges

The Right Choice for Call Recording Challenge: Working with Insurers 1. Patient requests a visit or treatment 2. You call their insurance provider to pre-authorize and verify eligibility 3. You deliver service and charge the patient as prescribed 4. You submit a claim to the insurer days later you receive payment Common patient admittance process:

The Right Choice for Call Recording Challenge: Working with Insurers Sometimes the insurer does not properly track the authorization When this occurs, they delay, reduce or deny payment of claims When the process breaks down: Communication with insurers can be inconsistent and difficult due to insurer size or structure, plus changes in personnel and procedures Why does this breakdown occur?

The Right Choice for Call Recording Challenge: Working with Insurers How Widespread is the Problem? In 2002, 66 percent of one physician practice’s total revenue came from claims originally underpaid or denied by health plans and other third-party payers. * *Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006

The Right Choice for Call Recording Challenge: Patient Service Healthcare options are multiplying Costs are rising You need to maintain your patient base Service and comfort drive patient behavior Your practice depends on patients Develop good processes for patient interactions Train your staff and monitor their performance Work with good affiliates that promote great patient service How can you control service?

The Right Choice for Call Recording Solution: Voice Documentation OAISYS technology that creates digital media documents from business telephone calls Centrally stores voice documents on a secure network repository Provides the ability to organize, retrieve, annotate and share voice documents

The Right Choice for Call Recording How This Works 1. Your staff calls an insurer for pre-authorization 2. The insurer later reduces or denies your claim so you retrieve the voice document and highlight the authorization 3. You share the voice document with the claims manager kindly requesting full payment

The Right Choice for Call Recording Claims Management Uses Document pre-authorization calls Document calls regarding treatment ◦ With patients ◦ With other providers Document calls on appeals ◦ Use as part of your follow up log on all appeals Process Documentation Step 3 to simplifying the auditing and appeals process: Document, Document, Document. * *Source: “How to appeal inappropriate health plan claim denials,” AMA, 2006

The Right Choice for Call Recording Other Uses Use voice documentation to review and train on processes ◦ Patient scheduling ◦ New patient administration ◦ Communications with labs, imaging centers, hospitals ◦ Insurance communications Confirm scheduling and other communications with affiliates such as imaging centers, etc.

The Right Choice for Call Recording A Solution by Design Utilizes patent-pending OAISYS Portable Voice Document (PVD) technology PVD technology promotes collaboration through its highlighting, annotation and sharing features Voice documents never leave the central repository on which they are stored, and access is granted via encrypted media file streaming Access is permissions-based using role definitions and voice document categorization OAISYS solutions promote patient care through information transfer while being fully HIPAA compliant!

The Right Choice for Call Recording The Right Fit for Any Practice OAISYS Large Office System: Two T1/PRI interfaces, VoIP connectivity to the communications system and support for up to 48 trunk channels or VoIP telephones OAISYS Small Office System: VoIP connectivity to the communications system and support for up to 20 VoIP telephones OAISYS Small Office Analog System: Eight analog lines, VoIP connectivity to the communications system and support for up to 20 VoIP telephones Talkument comes pre-licensed on an OAISYS Recording Appliance in three different configurations:

The Right Choice for Call Recording Advanced Feature Functionality Integrated live call monitoring with pause, rewind, fast forward and IM ◦ Perfect for quality assurance, real-time coaching and personnel development Desktop video recording ◦ Integrated video replay to audit PC use during calls Employee evaluations and quality reporting ◦ Proactively develop personnel and control quality Talkument is also available via built-to-order servers, which come bundled with Tracer, our contact center management software. Tracer delivers advanced features, including:

The Right Choice for Call Recording Review Healthcare practices deal with payment and service level challenges due to miscommunication Voice documentation provides a way to resolve these challenges efficiently OAISYS offers HIPAA compliant, easy to use voice documentation solutions

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