Patient Communications Digitization and e-Presentment for Healthcare Providers
Crawford Technologies offers a document digitization and e-presentment solution designed for healthcare payers and providers based on CCM Gateway for Alfresco.
The solution captures the outbound, high-volume customer communications produced by healthcare administrative and billing systems, indexes and converts documents into industry standard formats like PDF/A and stores them efficiently in the Alfresco Content Services platform. Individual documents are delivered to consumers through web portals and mobile applications as either PDF or HTML5.
CCM Gateway for Alfresco helps healthcare providers comply with industry regulations, such as HIPAA, using Alfresco Records Manager and CrawfordTech Document Security. CCM Gateway supports Accessible PDF and Accessible HTML to ensure equal access to customer communications for the blind and partially sighted.
Each day healthcare payers and providers, and related services organizations generate millions of customer communications such as invoices, statements, benefits explanations, and other documents that are essential in receiving prompt reimbursement, coordinating benefits, and maintaining relationships with patients.
A significant percentage of these communications are still printed and posted, costing hundreds of billions of dollars each year. However, a growing demand for digital formats on mobile devices and via the web provides opportunities for both cost savings and improved customer service.
Existing systems for managing outbound communications are often based on legacy mainframe technology that are over 30 years old. These systems were designed for a small number of internal users and are expensive to scale for access by millions of consumers.
Added to this challenge, legacy archiving and e-presentment systems are complex, expensive to maintain and rely on legacy print formats, such as AFP or text, for archiving. However consumers today need access to correspondence via modern web friendly technologies like HTML5 and PDF.
Healthcare organization communications are strictly regulated by authorities around the world. Not only do patient and internal communications need to be in compliance, but these documents often define the contract between the organization and the patient. It’s essential that the solution for managing these documents be flexible and scalable to support evolving business and patient requirements.
With an aging population it is now estimated that over 2% of the population requires access to correspondence in alternate formats such as large text or braille. Delivery of alternate formats is patchy at best, and increasing enforcement of regulations like the Americans with Disability Act (ADA) mean that systems for producing alternate formats must be improved if healthcare payers and providers are to avoid large fines.
By adopting Crawford Technologies Statement Digitization and e-Presentment Solutions for Alfresco healthcare companies can:
- Save on average 60 to 80 cents per transaction on the cost of print and posting by changing to digital correspondence and e-presentment
- Reduce call center volumes and improve customer services by expanding access to correspondence via the web and mobile devices
- Achieve compliance with industry regulations and with automated records management
- Deliver consistent services for the partially sighted and ensure compliance with Section 508, AMA, AODA, the UK and EU Equality Acts
- Replace complex, mainframe systems with modern, next generation digital archives to significantly reduce IT costs