An Update on Amazing Charts Practice Management`
I understand your concerns about our Practice Management (ACPM) product. I have spoken to many of you personally. So here I?d like to answer some of your questions, give you the facts and help you make informed decisions.
Are we committed to the product? Absolutely. As you?ll see below, we have made and are making the right investments to fix the issues in the product and related services.
Below is a factual list of actions we are taking, and have taken, ACPM:
? Adding support staff ? the most frequent complaint I have gotten is the inability to get help on the phone. We originally had the philosophy of keeping your contact as the same Practice Implementation Manager who on-boarded you to ACPM. This practice has not worked, so we have added support staff- both for product/ usage questions as well as technical/ software issues. Unlike the past, these support techs are dedicated to ACPM and have gone through in-depth training. We are already seeing this change reduce turnaround time on incoming calls.
? Adding implementation staff ? In addition, we are adding more ACPM implementation specialists to help on-board new practices faster. Each practice gets a dedicated implementation specialist.
? Hired a dedicated trainer ? Training responsibility was previously spread among the staff. It is now consolidated with one trainer. We will add more trainers as demand dictates.
? Get you the software and training sooner in the implementation process- we previously waited to give you the software and training until just before go-live. We have changed this so it is much closer to the start of the process, giving you more tie to get and stay familiar with the workflows.
? Hired a dedicated ACPM Manager ? We are adding a dedicated manager with 15 years? experience managing on-boarding and enrollment teams at BCBS, clearinghouses and physician practice groups. He will improve our consistency and customer response.
? Automated the data migration process- previously this process was highly manual and time consuming for both your practices and for us. This process has been automated and streamlined.
? Implementing an improved practice portal so you can check the status of all claims and payer enrollments directly with the clearinghouse. Previously, this required that you go through us. This change is in the process of being implemented now.
? Making select changes to the ACPM product- based on user feedback. Short term, we have a list of customer feedback on bugs or needed enhancement that interfere with usage. In addition, we would like to streamline some of the workflows around the payments and posting processes. Longer term, we will be looking at a more significant redesign of some user interface components as well as the payments module, patient summaries and more robust reporting options.
As you can see, these changes are in the ACPM product itself, but more importantly in the support, on-boarding and other services around the product. Based on your feedback, this will be our focus for the immediate future.
As always, we appreciate your input and welcome your comments to the ACPM team. If anyone wants to discuss this topic offline, my email is below.
To jhowland, Docfoot, fjgomez1961, Sandymar, Parag, and others who have posted to this thread, please let me know whether or not we have dealt with your issues. I?ll be watching for your comments, and holding the PM Implementation and Support team accountable for your complete satisfaction.
