Summary

Geriatric Services of America (GSA) is a leading U.S. respiratory disease case management organization. Working by phone, email or in person, GSA’s respiratory therapists manage the on-going treatment of thousands of respiratory patients, nation-wide. GSA needed a system that would help them acquire more patients and streamline their patient-intake process. Further, they wanted a platform that would help their respiratory therapists improve their treatment programs by allowing easy collaboration and information sharing between multiple caregivers.

Challenges

Despite being on the cutting edge of case-management patient-care strategies, GSA’s administration systems were almost entirely paper based (a very common state of affairs in healthcare) and GSA employees were skeptical of new technology. Since GSA deals extensively with Medicare and other insurers, accurate and extensive record keeping is a must. The administrative costs of paper-based records were too high versus program costs. And GSA’s patient acquisition systems were costly and inefficient.

CMN Solutions

New technology was introduced gradually into GSA. Our first step was to execute a web-based marketing campaign to attract new patients. The campaign uses a survey to prescreen potential patients, and then feeds the qualified leads directly into GSA’s enrollment department. From here the 1to1 Enrollment Manager creates a master file that becomes the basis for all other file attachments and inquiries. Using the 1to1 Patient Care Manager, multiple care givers and administrators have access to the same patient files for easy collaboration and a full audit trail of all interactions. GSA will shortly add the 1to1 Billing Manager to create seamless invoices for Medicare and other insurers.

Results

With the 1to1 platform records are easy to access, saving GSA time and money on administration – 1to1 has let GSA cut administrative costs by 40%. Collaboration between multiple caregivers is now a breeze. That means better, safer care for patients and greater efficiency and cost-savings for GSA. CMN’s lead acquisition program immediately delivered a five-fold increase in qualified leads to GSA, yet did not raise their marketing costs. Patients acquired through our program account for 90% of all new revenue for GSA.