Integrating Five Billing Systems into One

Taylor says Norton has refined its patient financial services office to include departments that work on denials and revenue recovery. “It is very important for us to report those denials and the money associated with those denials, to report them correctly,” she says. She also set up refund analysts to see if they’ve overpaid, and who also look at credit balances. Credit balances have been reduced from $30 million in 1999 to $3.8 million today, she says. “I believe that OnBase was the tool that helped us standardize Norton healthcare’s workflow, and provide the necessary management and resources for evaluating our daily processes, Taylor says.

Norton says that it has achieved a 70-percent reduction in unposted or unidentified cash to $3.6 million, which is under the 2-percent national norm for monthly postings. It has achieved an 80-percent reduction in necessary staff to post remittances. That has allowed Taylor to transition staff to roles such as credit balances analyst, which directly affects the bottom line, Taylor says. It has reduced its time to complete its weekly remittance transactions from four and a half days to 48 hours or less. With less time and staff dedicated to processing remittance transactions and more transparent processes, Norton improved its relationship with its customers through faster and more accurate responses to questions.