bpm healthcare

8/2/2019 Bpm Healthcare

1/36

Cardi White Paper

The Business Process Management Guide or HealthcareImplementing Proven Solutions for the Most Demanding Business

Processes in Healthcare


2/36

Proprietary and Confdential to Cardi.


3/36

The Business Process Management Guide or Healthcare

The Business Process ManagementGuide or Healthcare

Implementing Proven Solutions for the Most DemandingBusiness Processes in Healthcare

January 2006

Table o ContentsForeword 2

Streamlining Healthcare Organizationswith BPM Technology 3

Benefts Derived rom BPM Technology 3

High Retur n BPM Project s in Heal thcare 3

Payer: Insurance Claims Processing 3

Provider : Patient and Treatment Data Collec tion 4

Provider : Doctor Surveys 4

Provider : New Hire On-boarding Process 4

Research Institutions: Clinical Trials Automation 4

Overview o Cardi s BPM Solutions or Heal thcare 5

Gaining Control over Paper-based Processes with Cardi TeleForm 5

TeleForm Process Flows 5

TeleF or ms Ret urn on Inves tmen t Potent ial 5

Typical Customer ROI Scenario 6

Beore TeleForm: 6

Ater TeleForm: 6

TeleForms Advantages over Other Content Capture Solutions 6

Typical ROI Calculation or TeleForm 6

Beore TeleForm 6

Ater TeleForm 6

Financial Beneft 7

TeleForms Beneft and ROI Summar y 7

Eliminate Manual Data Entry or Medical Claims Processing with Cardi MediClaim 7

Achieving Faster Processing and Greater Accuracy with MediClaim 8

Protecting Patient Privacy and Ensuring Compliance with MediClaim 8

MediClaim Oers Straightorward Deployment into Any IT Environment 8

Streamlining Processes with eForm Technology rom Cardi LiquidOfce 8

L iquidO fce Process Management 8

L iquidOfces Return on Investment Potential 8

Typical Customer ROI Scenario: 8

Beore LiquidOfce: 8

Ater LiquidOfce: 8

LiquidOfces Advantages over Other eForm and BPM Solutions 9

Ty pical R OI Calculation or L iquidOfce 9

Beore LiquidOfce 9

Ater L iquidOfce 9Financial Beneft 9

L iquidO fce Beneft and ROI Summar y 9

Conclusion 10

About Cardi 10

Appendix : Case Studies or Ci ted Customer Testimonials 10

Moores tow n V isi ting Nurse Ass ociation 11

Riverside County Department o Mental Heal th 15

SERV Centers o New Jersey 19

Sonic Innovations, Inc 2 3

South Carol ina Area Heal th Education Consortium 27

American HomePatient 31


4/36


Publishers Note: Inormation contained in t his document is intended or guideline purposes only Cardi product documentation supersedes inormation contained in

this document The situations described in this document are oered as examples; actual confgurations and results will vary rom system to system

Foreword

The goal o this document is to help corporations o all sizes and across indus-

tries to identiy areas where business process management (BPM) technology

can oer the greatest return or their available resources today while providing a

technology oundation to support uture initiatives.

Perectly suited or organizations with limited IT resources and budget, this guide

oers recommendations or advanced technology solutions that dont require

wholesale changes to legacy systems or a brand-new enterprise-wide strategic

technology direction. To the contrary, this guide delivers explicit advice on the

kind o projects that can be embarked upon quickly, that provide a quantiable

and well-established return on investment, and that eature a technology rame-

work that supports organization-wide growth and expansion.

You can rely on Cardi or expert advice in this area. We have over 8,000 custom-

ers who have beneted rom our solutions or more than 10 years. This guide

contains real customer stories, complete with a discussion o the benets they

have achieved and the orms and processes they have implemented.

Cardis adaptive BPM solutions can deliver quantiable ROI to healthcare orga-

nizations o all sizes, including payer organizations, providers and labs. We can

deliver that value by our unique approach o thinking big, star ting small and

delivering results quickly. The ollowing paper will show you how.

Best regards,

Mark Seamans

General Manager, Cardi


5/36


StreamliningHealthcareOrganizations

with BPM

TechnologyAt the heart o any healthcare organi-

zation lies a set o critical processes

upon which the business is utterly

dependent. These include processes

such as patient and insurance enroll-

ments, medical trials records, hospital

administrative unctions, procurement

processing, HR orms and insurance

claims processingmost o which

have been, and continue to be, paper-

based. While this patchwork o paper

processes can work, it lacks eciency

and distracts resources rom the pri-

mary mission o providing patient care.

IT executives struggle with achieving

eciency in these processes because

many IT systems are not integrated,

process-centric or easily adaptable.

This is where business process man-

agement (BPM) technology can help.

In addition to eciency gains, the pas-

sage o the Health Insurance Portabil-

ity and Accountability Act (HIPAA) is

also driving widespread adoption o

BPM technology. For the past three

years, organizations have improved

record-keeping, implemented tech-

nology and put the means in place

to ensure compliance. Organizations

have now begun to shoulder the

ongoing burden o the management

o manual processes and reports

required by HIPAA.

By automating the work and the fow

between unctions using BPM technol-ogy, employees do not need to learn

the details o regulation compliance.

They perorm tasks assigned to them,

and the system handles the procedure.

Negligent or intentional violations o

procedure are not possible. This eases

the burden o regulatory changes on

employees and eliminates the possibil-

ity o accidental violations.

By means o denition, BPM describes

the entire business process, including

the key issue o integrating all the peo-

ple, processes and systems involved,

both internal and external, or maxi-

mum eciency. BPM is ully applicable

or all types o healthcare organiza-tions, including payers, providers and

research organizations. Utilizing BPM,

processes are automated, progress

can be tracked, and compliance with

best practices is ensured and proven

through a detailed audit trail. Reduced

operational costs and improved nan-

cial metrics are the end result.

By its nature, BPM usually involves

the integration o many dierent

systems, unctional groups, custom-

ers and document ormats. As such,

BPM projects can become quite

complex and can require the integra-

tion o diverse systems. The key is to

implement a solution that is powerul

enough to accommodate complex

processes, fexible enough to handle

ongoing change, easy enough or

users to embrace and simple enough

to be implemented within available

time and budget.

Benefts Derived romBPM TechnologyHealthcare organizations are increas-

ingly looking to BPM not only as a

solution to specic, immediate pro-

cess improvement objectives, but as a

platorm that gives them the ability to

tackle diverse process improvement

initiatives. BPM technology can enable

healthcare organizations to achieve

the ollowing:

Increase quality o service deliveryEconomically streamline the end-to-end

patient management process and enablethe providers employees to make deci-

sions based on best practices

Improve revenue cycle managementinitiatives Automatic work routing andnotifcations across groups, networks

and external partners reduces the time,

errors and complexity o executing pro-

cesses such as claims processing

Extend value o core healthcare systemsLeverage existing applications and legacy

healthcare systems by flling in the gaps

with more efcient Web-based orms,

interaces and reporting

Ensure that the process that is docu-mented is the process that is executedProcess models that actually run the

process provide consistency, adherence

to standards such as HL7 and audit trails

to ensure compliance with regulations

like HIPAA

Decrease overall administration costsBy automating and controlling how pro-

cesses are managed, costs are reduced

and productivity is signifcantly improved

High Return BPM Projectsin HealthcareThis guide will help you identiy cer-

tain low risk and high reward process-

es that can be eectively implemented

by healthcare organizations. Since IT

budgets are not projected to improve

or several years, the challenge is to

distribute fat or shrinking resources

creatively, ocusing on projects that

return rapid ROI, and only adding tech-

nology that is scalable, has a long track

record o success and is well support-

ed. Cardi can deliver these solutions.

The advice in this paper is based on

experience spanning over 10 years o

delivering highly eective and proven

solutions or this market. We have

tackled and solved some o the most

challenging problems in healthcare,

and we can help with yours as well.

Payer: Insurance Claims Processing

Fundamental or healthcare payers

is the ability to rapidly and eec-

tively process the thousands o claims

received daily. Most organizations

are orced to rely on large numbers

o claims processors to manually

process claims. Typically, manual

claim processing creates huge delays,decreased processor productivity,

increased paper routing and mishan-

dled claims.

Ripe or BPM solutions, insurance

claims processes that ail to meet pro-

ductivity goals may result in substan-

tial penalties or loss o business. To

compound the problem, the changes


6/36


in claims rules and regulatory require-

ments may not be captured quickly

enough to avoid additional problems.

While it may take several weeks to

receive reimbursement or a correctly

coded claim, an incorrect claim may

take months to resolve. By streamliningexpensive and time-consuming coding

processes, BPM solutions can dra-

matically improve claim payment turn-

around time and increase data accuracy.

This is a clear winner or automation,

as noted by the ollowing real-lie

example1:

State Fund Mutual has cut the timeit takes to process and pay bills toboth providers and claimants by 84

percent. The industry standard istypically 90 days to gather all thebills and associated records, approveclaims and issue payments. Priorto implementing BPM, State Fund

Mutual took 51 days to process claimsand issue payments to providers.That time is now down to 8 days.

Provider: Patient and Treatment

Data Collection

Many healthcare organizations need

to report on client satisaction and

treatment outcomes to demonstrate

accountability and justiy expendi-

tures o public healthcare unds. This

requires the implementation o sophis-

ticated processes to collect, analyze

and report on treatments. In most

cases, due to lack o connectivity to

electronic orms, paper-based pro-

cesses must be used. BPM can oer

clear ROI or these processes through

the use o content capture technology.

For example1:

The Riverside County (California)Department of Mental Healthused BPM to administer a surveyto analyze the success of treatmentstrategies for many of its 42,600 cli-ents. BPM helped the agency developclinical feedback that would provideimmediate trend data in graphicalformat. As a result, service providers

and clients could establish treatmentgoals and see progress from one visitto the next.

Provider: Doctor Surveys

Many specialties within medicine need

to collect provider treatment practicesto optimize and improve patient out-

comes, reduce costs and understand

patient satisaction. For most elds,

the methods o collecting this data

have not changed in 40 years. That is,

they record a patients demographics

and statistics on non-standardized,

hand-written documents, which are

oten incomplete and may be illeg-

ible. Further complicating matters, the

inormation is then led away with

the patients chart. As a result, the

inormation collected is highly under-

utilized. From an inormation process-

ing and analysis standpoint, the inor-

mation is essentially dead. However,

BPMs content capture capabilities can

rescue this inormation and make it

useul, without wholesale changes to

provider practices. For example1:

Using BPM, Cardinal HealthcareSystem has employed sophisticatedhandprint recognition technology to

extract data from doctor treatmentsummaries to analyze treatmentstrategies and patient outcomes.Generating this information waspractically impossible without theuse of content capture technology.

Provider: New Hire

On-boarding Process

Healthcare organizations are oten

plagued by high turnover. Stang chal-

lenges place a tremendous administra-

tive strain on an organization, as the

process or on-boarding an employeecan be extremely complicated and

protracted. On-boarding or healthcare

workers includes initial provisioning,

HR and benets orms processing,

drug testing, and background employ-

ment checks. Without automated pro-

cesses, these tasks can be overwhelm-

ing and are prone to error and compli-

ance violations. Healthcare organiza-

tions can save hundreds o thousands

o dollars by eliminating paperwork,

redundancy, and the lack o integration

across departments. For example1:

GlaxoSmithKline has implemented

employee on-boarding processing forover 120,000 employees in 200 dif-ferent locations, saving millions ofdollars in employee processing.

Research Institutions: Clinical Trials

Automation

Pharmaceutical and biotechnology

companies can spend more than $800

million and 12-15 years in bringing

a drug to market. The clinical tri-

als process is the longest and most

expensive component o the drug

development process. With increasing

industry pressure to develop, test and

market greater numbers o new drugs

aster, competitive advantage will go

to pharmaceutical companies that

best control their clinical trials costs.

Drug companies stand to lose

between $600,000 and $1 million

each day a clinical trial delays a drugs

development. Keeping clinical trials on

time and on budget is imperative. 75

percent o clinical trials are conducted

using paper data collection; the

remaining 25 percent are conducted

electronically. The ability to capture

data rom paper case report orms is

still the cornerstone o a clinical trials

solution. Because o the many parties

involved in the clinical development

process rom investigators, to CRAs,

to data monitors, to data entry techni-

ciansprocess standardization and

workfow enhancements are key or

accelerating clinical trial timelines.

BPM helps healthcare achieve thisobjective. For example1:

The University of California at SanFrancisco (UCSF) is involved innearly 40 different health studiesbeing conducted in more than 50remote sites around the globe. Eachstudy involves thousands of par-ticipants. Before automated content

Comprehensive case studies are included in the appendix


7/36

Scan Station/Remote CaptureStation

TeleFormReader

Data StorageRepositories

TeleForm Verifier

1 2 3 4

capture solutions, this level of com-plexity was impossible to manage.However with BPM, UCSF is ableto quickly and accurately capture allthe incoming data with far fewerresources.

Overview o CardisBPM Solutions orHealthcare

Cardis content capture and busi-

ness process management solutions

provide healthcare institutions with

powerul tools to eciently, eectively

and expeditiously handle the primary

business problems described earlier or

payer, provider and research organiza-

tions. Using Cardis content capture,

electronic orm and adaptive BPM tech-

nology to automate manually intensive

process, these organizations can deliver

better service with ewer resources.

Easily incorporated into existing pro-

cesses, Cardi oers the only solution

that can accommodate both paper

and electronic orms and documents.

Cardis versatile BPM and content

capture technology enables institu-

tions to leverage the advantages o

online processes, while maintaining

similar processes and eciencies or

the thousands o paper documents

that are received via traditional mail

or ax.

For most healthcare institutions, their

specic business problems revolve

around answering the ollowing ques-

tions: How do I gain control over my

paper-based processes, and then howdo I leverage the ubiquity o the Web

and electronic processes to gain ur-

ther eciencies?

Below, Cardis BPM solutions are

described in that context.

Gaining Control over Paper-based Processes with CardiTeleFormCardi TeleForm enables health-

care institutions to quickly and easily

capture and convert paper-based and

electronic orms into digital data that

can be used throughout the organi-

zation. A versatile and comprehen-

sive sotware solution, TeleForm is

designed to accommodate even the

most demanding business needs.

The only content capture solution

capable o managing both paper- and

electronic-based orms, TeleForm

oers healthcare organizations the ol-

lowing benets:

Dramatically reduces operating costsassociated with manual data entry

Increases operating efciency

Serves as an on-ramp or Web-based

content and document management

systems

Leverages exist ing technology invest-

ments

Scales to meet ever-growing process

requirements

TeleForm Process FlowsThe ollowing section describes a typical

fow o data made possible by TeleForm:

1 ScanningDocuments, such as insur-ance claim orms and doctor or patient

surveys , can be scanned at any scanner,

multiunction device or digital copier This

process can occur remotely or at a cen-

tralized location The scanned images are

placed in a network older or at the local

workstation where they are then picked

up and processed by the TeleForm Reader

2 TeleForm ReaderThe reader grabs thedocument images and begins processing

The Reader then recognizes and converts

a multitude o inputs (ie handwriting,

computer text, barcodes, bubbles, signa-

tures) into an electronic ormat

3 TeleForm VeriferAny characters thatare considered ambiguous by TeleForms

industry-leading RecoFlex engine are

sent to a verifcation station or manual

review and correction

4 Data StorageData is loaded into a

back-end database or sent or urtherprocessing

TeleForms Return onInvestment PotentialBy enabling healthcare organizations to

do more with less, TeleForm oers an

excellent return on investment. The ol-

lowing is a typical customer scenario

The Business Process Management Guide

The act that TeleForm has reduced the time it takes a dataentry clerk to input data rom 5-page OASIS orms, rom0 minutes down to only two minutes, enables us to stream-line processes more than we had expected.

Janet Scheer, IS supervisor, Moorestown Visiting Nurse Association


8/36


that demonstrates how TeleForm can

dramatically improve business pro-

cesses while reducing expenses.

Typical Customer ROI ScenarioA healthcare payer organization

receives thousands o insurance

claims per week that need to be pro-

cessed, evaluated and paid.

Beore TeleForm:

Prior to implementing TeleForm, the

organization was required to manually

enter the inormation on each orm.

The image above indicates the process.

A highly inecient process, it took

more than three hours to process each

application, the data quality was poor

due to the errors associated with man-

ual data entry, and stang challenges

were constant.

Ater TeleForm:

By incorporating TeleForm, the appli-

cations are scanned and then auto-

matically converted to electronic or-

mat, with only a small portion o the

orms needing manual verication.The diagram at the right illustrates

the new process.

With this process, the number o data

entry clerks is reduced rom 20 to 5, data

quality has improved rom 10 errors in

100 orms to 1 error in 1,000 orms, and

the time to process is reduced rom 3

hours per orm to 10 minutes.

TeleForms Advantages overOther Content CaptureSolutionsTeleForm has signicant advantages

over other products in the market.

Most notably:

Superior RecognitionAt the core oTeleForm is a state-o-the-art voting

system that leverages advanced RecoFlex

technology, an award-winning and neural-

based recognition system TeleForms

RecoFlex technology oers superior

recognition or hand print, machine print,

check box, barcode and other input

ormats, thereby eliminating manual

interventions

Enterprise ReadyTeleForm is built

or handling mission-critical business pro-cesses in complex IT environments From

advanced administrative capabilities,

such as LDAP support and single sign-on

to enterprise-strength security, TeleForm

can handle any size job in a wide range o

IT environments

LiquidOfce IntegrationTeleForm isintegrated with LiquidOfce, Cardis

enterprise-class BPM application, allow-

ing customers to seamlessly manage the

transition rom paper-based processes to

electronic ones

Typical ROI Calculation or

TeleFormReturn on investment can be calcu-

lated by comparing the cost o manual

data entry with automatic orm pro-

cessing powered by TeleForm. The ol-

lowing example demonstrates the ROI

that an organization can achieve by

reducing the amount o time it takes to

process each orm.

Beore TeleForm

Number o orms per day: 20 0

Data entry time per orm: 15 minutes

Total data entry time per day: 50 hours

(200 orms x 15 minutes)

Daily labor cost: $1,00 0/day

(50 hours x $20/hour)

Labor cost per year: $2 50,0 00

(250 work days x $1,000/day)

Ater TeleForm

Number o orms requiring verifcation: 66

(33% o 200)

Time to veriy orms: 6 min

Total data entry time per day: 66 hours

(66 orms x 6 minutes)

Daily labor cost: $132 /day

(66 hours x $20/hour)

Labor cost per year: $3 3,00 0

(250 work days x $132/day)

Total technology investment: $9 8,60 0

(sotware, hardware, implementation

services, training, support/maintenance)

Total technology and labor costs :

$131,600

OriginalForms

Received FormsWaiting for Entry

20 Full-timeEntry Clerks

DataStored

OriginalPaper

ArchivedFAX

OriginalForms

(Paper orElectronic)

Online

ReceivedForms

ProcessedDaily

15 Fewer DataEntry Clerks for75% Reduction

ImmediateAccessto Data

FAX


9/36


Financial Beneft

First-year savings: $118,400($250,000 in labor costs vs $131,600 in

TeleForm technology + labor costs)

Second-year savings: $ 208,900($250,000 in labor costs vs $41,100 in

TeleForm-assisted labor costs)

Payback in months: 55(based on labor cost-savings)

Two-year ROI: 207%(based on a two-year total investment o

$106,700 yielding a savings o $327,300)

The above example highlights the

hard-cost labor-savings rom automat-

ing the processing o a relatively small

number o paper-based orms. A ull

analysis o TeleForms ROI would also

include sot cost-savings stemming

rom reduced errors, higher worker

productivity and improved responsive-

ness. Upon request, Cardi can pro-

vide you with an ROI calculation based

on your existing processes.

TeleForm Beneftand ROI SummaryMost healthcare organizations are

struggling to gain control over the

massive infux o paper orms and

documents that can overwhelm and

impede their productivity, resulting in

increased costs and higher error rates.

TeleForm can play a major role in e-

ciently managing the increased volume

and complexity o business processes.

By replacing manual data entry tasks

with automatic processing, TeleForm

has enabled healthcare organizations to

achieve the ollowing benets and ROI:

Up to 90 % reduction in manual data entry

costs

Up to 50 0% and greater improvement in

processing time

Increased sta productivity

Lower labor costs rom decreased sta -

ing requirements

Reduced fnancial risk rom regulatory

inractions with improved accountability

Increased data quality with automatic

data cleansing and validation

Accelerated delivery o data and docu-

ments to back-end systems

Improved service levels with immediate

access to data and aster response times

Better return on investment in current

systems through easy integration with

existing applications and databases

Accuracy, speed, scalability and

versatility make TeleForm an ideal

document capture, data collection and

inormation processing solution or

healthcare organizations o all shapes

and sizes.

Eliminate Manual DataEntry or Medical ClaimsProcessing with CardiMediClaimAvailable as a value-add option to

TeleForm, Cardi MediClaim is

deigned to easily automate medical

claims processing. MediClaim pro-

vides a comprehensive, high-volume

enterprise solution or scanning insur-

ance claim orms (HCFA (CMS) 1500

and UB-92) and automating the collec-

tion and processing o claim payment

data. Leading insurance third-party

administrators, HMOs and medi-

cal organizations have shown that

MediClaim expedites claim payment

workfow, reduces costly errors and

payment disputes, minimizes claim

adjudication costs, and increases cus-

tomer satisaction.

By providing access to system inor-

mation and original documentation,

MediClaim allows greater eciency

or claims examiners. Pre-made Medi-

Claim Connect Agents automatically

pass data to database and back-oce

applications, and process images and

index inormation to most document

and knowledge management systems.

Cardis advanced recognition and

Sotware Re-Scan technologies

work together to replace manual

entry with automated recognition o

hand-print, machine-print, dot-matrix,

check mark and bar codes. Unparal-

leled accuracy is urther accomplished

via MediClaims ability to validate

orm eld entries, including updated

For the most part, the data [rom hand-printed orms] just ies through, with little need to veriy.TeleForms recognition rate is that good.

Lynne Becker, director o IS Technology, South Carolina Area Health Education Consortium

Incoming Forms Scan HCFA/UB Forms &Attachments Together

MediClaim ReadersAutomatically ID and

Evaluate Forms

MediClaim VerifiersValidate Data

Claims Data Exportedto Back-end ClaimsPayment System

Customer ServiceCan Pull upClaims on Screen


10/36

8 Proprietary and Confdential to Cardi.

ICD-9 and CPT codes. MediClaim can

convert up to 98 percent o orm data

automatically, with exceptions pro-

cessed by easy-to-use verier stations.

Most organizations ree 90 percent o

their data entry sta with MediClaim.

Achieving Faster Processing and

Greater Accuracy with MediClaim

MediClaim processes unsorted

scanned and axed orms aster than

any sotware in its class. Using power-

ul OCR and recognition technologies,

MediClaim can process medical claims

in a raction o the time required or

manual data entry.

Protecting Patient Privacy and Ensur-

ing Compliance with MediClaim

MediClaim eatures TeleForms suite

o enterprise-strength security capa-

bilities that enhance the end-user

experience and reduce administrative

overheadwithout sacricing the pro-

tection o captured content.

MediClaim Oers Straightorward

Deployment into Any IT Environment

MediClaims fexible architecture, adher-

ence to industry standards, pre-con-

gured orm templates and business

rules provide a rapid, straightorward

deployment into the IT environments o

any size or complexity. MediClaim can

also be integrated with leading docu-

ment management systems, database

and XML applications, automatically

archiving completed orms and docu-

ment attachments or customer service

and HIPAA requirements.

Streamlining Processes witheForm Technology rom CardiLiquidOfceAter gaining control o their paper-

based processes with TeleForm, orga-

nizations can quickly realize even great-

er eciencies by transorming relevant

paper orms into electronic ormats, or

eForms. This can oer signicant ben-

ets in terms o reduced printing, dis-

tribution, postage and overall handling

costs. Cardis LiquidOce oers

the perect solution.

LiquidOce is a powerul and adap-

tive Web-based business process

management solution or creating,

deploying and automatically manag-

ing the routing, tracking and approval

processes or electronic orms.

LiquidOce is simply the astest way

or organizations to put all o their

corporate orms online to automate

the critical processes they drive. Plus,

its integration o market-leading enter-

prise search rom Autonomy makes

LiquidOce the rst and only BPM

solution that enables real- time accessto, and use o, time-sensitive content

throughout the process liecycle.

LiquidOce oers the ollowing ea-

tures and benets:

Advanced support or tracking, routing

and electronically signing online orms

Rapid deployment or eForms through an

intuitive point-and-click designer tool,

making it easy to convert existing orms

and create new orms, add intelligence

and publish

A central repositor y oers easy andsecure access to all corporate orms

LiquidO fce orms meet government

specifcations relating to Section 508,

GPEA and ESA

LiquidOfce oers tight integration with

TeleForm to accommodate the automation

o paper-based orms

LiquidOfce ProcessManagementLiquidOce manages every aspect

o a orms liecycle within your orga-

nization. From creation, deployment,

approval and tracking, LiquidOce

does it all. The illustration below illus-

trates LiquidOces process manage-

ment capabilities.

Healthcare is a data, regulatory and process intensive industry,and LiquidOfce is going to be a critical asset to help the hospi-tal streamline orm processes so we can stay ocused on our coregoal to help patients.

Laura Davis, business development manager, Rush Foundation Hospital

1 2 3 4 5LiquidOffice DesignerLiquidOffice Designer

publishes in PDF, InfoPath or

HTML to the LiquidOffice Server.

InternetUsers access

LiquidOffice forms

through a secure

login.

InternetUsers access

LiquidOffice forms

through a secure

login.

Accessed OnlineElectronic forms are

accessed online.

Corresponding paper

attachments are scanned

into the users personal

inbox and electronically

attached to the form.

Initiate RoutingCompleted forms with

attachments and digital

signatures are then

deployed to initiate routing,

tracking and approvals.

RepositoryThe image and data

are exported to a back-end

repository.


11/36


LiquidOfces Return on Invest-ment PotentialAs a ull-eatured BPM solution,

LiquidOce oers healthcare orga-

nizations substantial ROI opportuni-

ties by reducing costs, increasing

productivity and eliminating errors.Using LiquidOce, organizations have

achieved a 75 percent reduction in the

costs associated with shipping, paper,

supplies and storage.

The ollowing is an example o how

LiquidOce can dramatically improve

business processes.

Typical Customer ROI Scenario:A large healthcare organization has

hundreds o orms or their business

processes, including time sheets, HR

orms, POs and time-o requests.

Beore LiquidOfce:

Forms exist in dierent ormats, some

on paper and some electronic. It is

dicult or employees to nd the

right orm, and once ound they need

dierent applications to open and ll

out the orms. To process the orms,

employees print and submit them via

expensive overnight mail. The overall

process is time consuming, inecient,

expensive and error prone. Plus, there

is no way to track progress in real time.

Ater LiquidOfce:

By incorporating LiquidOce, all

orms are stored in a central reposi-

tory, thus saving the cost o printing

and distributing. Employees ll out

and submit the orms rom their desk-

tops and track the signo process in

real time. The organization saves mil-

lions o dollars annually on the cost

o printing, mailing and maintainingpaper orms.

LiquidOfces Advantagesover Other eForm and BPMSolutionsLiquidOce has signicant competi-

tive advantages over other products in

the market. Most notably:

1) Robust eForm FunctionalityEectiveeForm management requires a ull range

o unctionality, rom designing orms,

integrating with corporate environments

and providing the necessary security and

digital signature compliance LiquidOfce

leads the industry in providing such a

comprehensive solution, thanks to the

ollowing eatures:

Centralized management through rich

client administration environment

Form design expression builder or

building rules and validations

Process monitoring o orm signo

status

Superior user interace and unctionality

2) Enterprise ReadyLiquidOfce is builtor handling critical processes in complex

IT environments From advanced adminis-

trative capabilities, such as LDAP support

and single sign-on to enterprise-strength

security, LiquidOfce can handle any

orm management task in a wide range o

IT environments

3) Integrated with TeleFormLiquidOfceis integrated with TeleForm, Cardis

award-winning scanning and content

capture application, allowing customers

to seamlessly manage the transition rom

paper-based processes to electronic

ones

Typical ROI Calculation orLiquidOfceReturn on investment calculations or

LiquidOce are based on replacing

manual and paper-based orms pro-

cessing with electronic orms and auto-

matic routing. Here is a typical example

with representative ROI results.

For an organization that manages 100

orms or its employees and clients:

Beore LiquidOfce

Average labor and mailing costs to pro-

cess a single orm = $50

(includes all aspects o paper orms pro-

cessing: printing/duplication, distribution,

associated labor costs, flling out, routing,postage, automated capture and entry o

orm data, approval and storage)

Number o orms processed each year:

10,000

(1,000 individuals x 10 orms each per

year)

Total cost or manual orms processing:

$500,000

($5 0/orm x 10,000 orms)

Ater LiquidOfce

Labor and materials cost: $16 per orm

(or completing, distributing, routing, and

storing orms with LiquidOfce)

Total cost or LiquidO fce orms process-

ing: $160,000

(based on 10,000 orms per year) Total technology investment: $3 10,00 0

(sotware, hardware, implementation

services, training, support/maintenance)

Total frst-year cost: $47 0,00 0

Financial Beneft

First-year savings: $30, 000($ 500, 000 in manual labor costs vs

$47 0,00 0 or LiquidOfce technology +

labor costs)

Second-year savings: $296, 440($ 500, 000 in manual labor costs vs

$2 03,5 60 or labor costs and sotware

support/maintenance)

Payback in months: 11(based on a labor cost-savings)

Two-year ROI: 92%(based on a two-year total investment o

$35 3,560 yielding a savings o $680,0 00)

The above example only highlights the

hard cost-savings that can be obtained

by converting paper-based orms

into electronic ones. A ull analysis o

LiquidOces ROI would also include

sot cost-savings stemming rom

reduced errors, higher worker produc-

tivity and improved responsiveness.

Upon request, Cardi can provide you

with an ROI calculation based on your

existing processes.

LiquidOfce Beneft and ROISummaryLiquidOce oers healthcare organi-

zations numerous ways to s treamline

processes, increase productivity and

improve service. The ollowing are just

some o the benets that enable orga-

nizations to achieve a substantial ROI.

Eliminate inefcient business processes

- Reduce lengthy cycle times

- Decrease manual and redundant

processing

Increase productivity

- Automatic database validation

eliminates need or manual checks

- Auto-fll unctionality pre-flls

orms with inormation rom exist-

ing databases


12/36


- Automatic routing o orms means

less running around or employees

Cut costs associated with creating andmanaging orms

- Electronic orms eliminate paper

copying, axing, mailing, fling

and storage costs

Improve customer service

- Automated processing and real-

time access to inormation accele-

ates decision processes and

response times

Facilitate employee retention

- Automated collection and process-

ing o paper and digital

orms acilitate a aster and more

accurate response to internal

requests

Comply with audit, security and regula-tory requirement

- Maintain compliance and privacy

- Provide inormation access

- Support audit trails

Leverage existing technology invest-ments

- Cardi s commitment to open

standards ensures eortless inte-

gration with existing database,

content management and back-

ofce systems

Conclusion

The healthcare industry aces many

intense challenges, including ris-

ing costs, declining protability and

widespread ineciency. In addition,

the industry has to deal with a ast-

changing regulatory environment

and a constant pressure to improve

quality, saety and access. Healthcare

proessionals are bogged down with

paper-based processes, manual data

entry, a lack o mechanisms to track

and manage critical assets and data,

and isolated inormation systems thatare unable to share data.

That is why leading healthcare com-

panies use Cardis BPM solutions

to discover, analyze and process

inormation. Cardi enables health

proessionals to get accurate and

up-to-the-minute access to research,

regulatory interpretations, medical

histories, and the real-world experi-

ence o ellow physicians, nurses and

administratorsto quickly make better

decisions and drive better patient care.

And with Cardi, medical care provid-

ers can respond aster to the public,

who are demanding higher qualityservices online, over the phone and

ace-to-ace.

In short, Cardi enables healthcare

organizations to improve clinical care,

enhance collaboration, maintain regu-

latory compliance and raise consumer

satisaction.

About CardiCardi (www.cardi.com) is a leading

provider o adaptive business process

management (BPM) and content cap-

ture solutions that enable organiza-

tions to uniy people, paper and pro-

cesses. Cardi enables organizations

to capture data rom electronic and

paper sources and adapt to existing

processes by managing structured,

exception and people-driven actions.

As a result, businesses achieve greater

agility, increase customer value and

reduce operational costs while short-

ening deployment time and improving

visibility and control o key processes.

Cardi serves more than 8,000 cus-

tomers worldwide, including many in

the nancial services, pharmaceutical,

healthcare, education, government

and manuacturing industries. Cardi

is an Autonomy Group company (LSE:

AU or AU.L).

Appendix: CaseStudies or CitedCustomerTestimonialsCustomer testimonials cited in thispaper are derived rom select Cardi

case studies in the healthcare industry.

These case studies, along with cor-

responding examples o actual orms,

are provided herein to provide more

inormation on their implementations

and ROI scenarios. The ollowing case

studies can be ound in the appendix.

Case Studies American HomePatient (Sales Order and

Billing)

Moorestown Visit ing Nursing Associat ion(Patient Assessments)

Riverside County Department o Mental

Health (Treatment and Patient Surveys)

SERV Centers o New Jersey (Compliance

documentation)

Sonic Innovations (Medical Equipment

Procurement)

South Carolina Area Health Education

Consortium (Medical Program Analysis)


13/36

Case Study

Moorestown VisitingNurse AssociationMoorestown Visiting Nurse Asso-ciation collects critical data usingCardi TeleForm.Moorestown Visiting Nurse Associa-

tion (VNA), a voluntary, non-prot home

health agency has been providing quality

health care to residents o New Jerseys

Burlington, Camden and Gloucester coun-

ties. With over 250 employees, Moore-

stown VNA serves 5,000 patients annually.

Moorestown VNA is one o the very ew

home care agencies qualied to provide

care or patients o all ages, including chil-

dren and newborns.

The ChallengeIn 1999, home health providers were

required by law to monitor the quality o

home health care with a standardized,

reproducible assessment ins trument. To

improve care and comply with the law,

the Health Care Financing Administration

(HCFA) instated the use o an instrument

called the Outcome and Assessment Inor-

mation Set (OASIS).

The resultant OASIS orms used to col-

lect all pertinent patient inormation can

range up to 25 pages, composed o dozens

o elds with hundreds o required data

entries. When manually entered into a

database, these orms typically can take an

experienced data entry clerk 18 to 20 min-

utes to key enter. To meet its obligations,

Moorestown VNA ound itsel employing

ve ull-time clerical employees.

The Solution

Ater an initial investment in a wholly-elec-tronic OASIS data collection system, which

proved unsuccessul, Moorestown VNA

reached out to PACE Business Solutions, o

Whitehouse Station, New Jersey, a leading

provider o oce automation technology

solutions, to consult with and potentially

provide a solution to their OASIS compli-

ance problem.

By combining valuable industry insight

and guidance (provided by Janet Schefer,

Inormation Systems Supervisor at Moore-

stown VNA), with Cardi TeleForm, a

network-based solution, PACE developed

a system to easily and accurately capture

inormation and convert existing paper

OASIS orms into digital data. This turnkey

automated data collection system drasti-

cally reduced the need or manual data

entry, while increasing accuracy and sat-

isying the primary users at Moorestown

VNA. In short, the approach was to make

the paper smart, thus assuring buy-in

rom the user community.

The Benefts o CardiWe are very pleased with the results we

have seen rom the TeleForm System,

said Schefer. The act that TeleForm has

reduced the time it takes a data entry clerk

to input data rom 25-page OASIS orms,

rom 20 minutes down to only two minutes,

enables us to streamline our processes

more than we had expected.

In addition to collecting all necessary

OASIS inormation, the VNAs orms were

designed to also collect locator code inor-mation rom HCFA-485 Plan o Care orms.

The HCFA-485 orm is used or Home

Health and Plan o Care Certication and

re-certication. The orms are lled in by

the nurses in the eld and returned to the

Moorestown VNA home oce, where they

are scanned using TeleForm and a Fujitsu

optical scanner. Powerul engines within

TeleForm allow or accurate recognition o

a variety o characters, including handprint,

Moorestown Visiting Nurses Association

Industry: Healthcare

Application: Claims Forms

Challenge: Streamline processes and

minimize expenses and simpliy the way

data was entered into their systems

Solution: Cardi TeleForm, TeleForm

AutoMerge Publisher, RightFax Server,

Fujitsu Scanner, Kyocera Multi-Functional

Device, Oracle Database

Partner: Pace Business Solutions

Results:

Processing time reduced 90% rom 20

minutes to 2 minutes

80% reduction in ull-time data entry

starom ve to one

Easy to read merged orms

Processes streamlined into one logical,

user-accepted, ecient and cost eec

tive system

OI in less than one year

Customer at a Glance

The act that TeleForm hasreduced the time it takesa data entry clerk to inputdata rom 5-page OASISorms, rom 0 minutesdown to only two minutes,enables us to streamline ourprocesses more than we hadexpected.

Janet Scheer, Moorestown VNA


14/36

Cardi (USA)3220 Executive RidgeVista, CA 92081Tel: 760.936.4500Fax: 760.936.480

Email: [email protected]

Cardi (UK)Cambridge Business Park,Cowley Rd, Cambridge CB4 0WZ, UKTel: +44 (0) 1223 448 000Fax: +44 (0) 1223 448 001


Other OfcesCardi has additional oces in Boston,New York, Sunnyvale, Vista andWashington DC, as well as in Amsterdam,Beijing, Brussels, Hamburg, London,Madrid, Milan, Munich, Oslo, Paris,Rome, Shanghai, Singapore, Stockholmand Sydney and Taipei.

www.cardi.com

machine-print, bar codes and check marks.

Ater the TeleForm recognition engines

evaluate the scanned data, key entry

personnel working rom a PC computer

simply review only the characters, which

are deemed questionable by the sotware.

This action has reduced the time to keyenter a 25-page OASIS document rom 20

minutes to two minutes, and the number o

data entry clerks required to ulll this work

has been reduced to one ull-time person

instead o ve.

Ater the data has been validated and

accepted by the clerk running the TeleForm

Verier, it is committed/exported to a cus-

tomized PACE application, which includes

300 plus edits o the collected OASIS MO

eld data to assure its acceptance by HCFA.

OASIS MO codes are critical data points,

which can directly eect reimbursement or

home healthcare providers.

The PACE system also provides or an elec-

tronic review o the collected HCFA-485

inormation prior to a data merge onto a

HCFA-485 Plan o Care orm, which is then

automatically axed to doctors or their sig-

natures. To accomplish this, Pace Business

Solutions integrated a RightFax Fax Server

with TeleForms AutoMerge Publisher and

PACEs 485 Interace application. The orms

that the doctors receive or approval are

clean, legible machine-printed documents.

According to Schefer, Everybody really

likes the new ormat, including the state

nding them easy to understand and read.

As an enhancement to the start o care

patient processes at Moorestown VNA,

PACE built an electronic intake module,

which allows or entry o potential patients

to the VNAs backend (Health Care Inorma-

tion System) HCIS scheduling and billingsystem. Tied to an Oracle database, the

PACE system at Moorestown VNA includes

a PACE Imaging/Document Management

Interace, which provides indexed storage

and retrieval o OASIS and other relevant

patient documents.

By incorporating an open modular design

with industry standard development tools

and databases, Pace Business Solutionshas been able to provide Moorestown VNA

with a scalable system, which is open or

enhancement by savvy end-users, (like Ms.

Schefer). And the system has paid or itsel

in less than a year. Data and images col-

lected with the system are exportable to any

system, which oers an ODBC (Open Data

Base Connectivity). The Moorestown VNA is

now in a position to simultaneously export

collected data and/or images to: HCFA, its

back-end billing sotware (HCIS); its payroll

sotware (ADP); and its patient records

systems (PACE). Processes that at one time

required separate redundant manual key

entry points and repeated instances o paper

handling are now streamlined into one logi-

cal, user-accepted, ecient and cost

eective loop.

Copyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ions

and eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905


15/36



16/36



17/36

Case Study

Riverside CountyDepartment o Mental

HealthRiverside County Department oMental Health implemented aWeb-based consumer outcomedata collection system. CardiTeleForm and Hershey Technolo-gies ImageNet enable immediategraphical trend reports that showclient progress across consecutivevisits at multiple sites.The Riverside County Department o Men-

tal Health provides eective, ecient and

culturally sensitive community-based ser-

vices to the residents o Riverside County,

the astest growing and currently ourth

largest county in the state o Caliornia.

The department currently serves more than

42,600 clients per year, including severely

mentally disabled adults, substance abus-

ers, and children at risk o mental disability.

The ChallengeIn 1991, the state o Caliornia passed the

Bronzan-McCorquodale Act, also known as

Realignment, which mandated that coun-

ties report data on client satisaction and

outcomes to the director o the Caliornia

Department o Mental Health (DMH) in

order to demonstrate accountability or the

expenditure o public, behavioral health-

care dollars.

Assessing consumer outcomes is about

accountability and cost eectiveness, but

its also about helping people get better,

said John J. Ryan, director o Riverside

County DMH. In addition to addressing

state mandates, we wanted to implement aclinical eedback system that would survey

a client and provide an immediate trend

report, in graphical ormat, so that our ser-

vice providers and clients could establish

treatment goals and see progress rom one

visit to the next.

In addition, the solution had to be one that

the departments IT services could man-

age on its own, explained Dr. Stephanie

Oprendek, supervising research specialist

or the Riverside County DMH. We didnt

want to have to rely on an outside vendor

or modications, such as producing cus-

tom reports. And we needed a system that

would be able to keep up with our volumes

and produce near instantaneous reports

even rom aar. Also, since services are

delivered at many sites, and clients may be

seen at several o them either simultane-

ously or over time, we needed an integrat-

ed system that would track progress or

each client even i they moved rom clinic

to clinic.

The SolutionAter determining that its legacy ax-based

data collection system could not meet cur-

rent needs, Riverside County DMH decided

to upgrade to a new solution rom Cardi

and its longtime partner Hershey Tech-

nologies. Hershey recommended Cardi

TeleForm with the eForm Option or orm

design and data collection over the Internet,

along with Hersheys Web Validation and

Image Management system, ImageNet.

To implement the solution, Riverside

County Department o Mental Health used

TeleForm as the platorm or survey devel-opment and programmed its own reports

tailored to its specic needs. Hershey Tech-

nologies worked in collaboration to opti-

mize the inrastructure within, which the

survey and report system would operate.

The department wanted the data to be pro-

cessed centrally rom numerous remote

sites and a report generated within ve

minutes ater turning the survey in, so that

Riverside County Department o Mental

Health


Application: Patient outcome data (Goal

Attainment and Treatment Evaluation

orms)

Challenge: Collect and veriy data orm

remote sites on client progress and pro-

vide timely trend reports to mental health-

care providers

Solution: Cardi TeleForm, TeleForm

eForm Option, Hershey Technologies

ImageNet Suite, Kodak/Fujitsu scanners,Castelle Fax Server

Partner: Hershey Technologies

Results:

Clinicians have immediate trend

reports showing client progress or

areas o concern.

Remote clinics have choice o data

collection methods (Image, FAX, Web

eForm) with Web-based verication.

Flexibility to use uture data collec-

tion technologies.


With the TeleForm/Ima-geNet solution we have seenmore accurate, timely dataand enhanced workowefciency.

Dr. Stephanie Oprendek, Riverside County DMH


18/36






www.cardi.com

the counselor could respond appropriately

as quickly as possible, Neal Fischer at

Hershey Technologies explained. To meet

all o the requirements, we integrated the

ImageNet document management product

and TeleForm in a way that would allow

or Web-based scanning, data collection,verication and integration o the clients

reporting tool, along with an automated

repository or completed digital orms and

imaged documents.

At the time o treatment, clients complete

a survey, called the Goal Attainment and

Treatment Evaluation survey (GATE).

Developed by Oprendek and Dr. Larry

Ogilvie, Program Chie o Riverside County

DMH, GATE consists o questions designed

to track client progress and satisaction,

and to alert clinicians to potential areas

o concern. Ater TeleForm scans and

processes the survey, ImageNets browser-

based Validation module allows the remote

departments to perorm verication on the

data. Optionally, the outcome survey may

be lled out and submitted online through

the TeleForm eForm Option. The recogni-

tion rate o the TeleForm OCR engine is

very good, Oprendek commented. Since

the client is right there, in the same oce

where the data is being veried, we can be

assured o data accuracy.

The Benefts o CardiThe end-result is a graphical trend report

based on the outcome data, which allows

Riverside County DMH to assess client

outcomes within ve minutes, no matter

where the client is being seen. In addition,

remote clinics can now handle the data col-

lection themselves.

Client visits oten start at the same time,

or example, on the hour, which means

that surveys are being turned in simultane-ously, Oprendek observed. Throughout

the County there can be as many as 150

surveys hitting the system at once, yet

were handling the volume and achieving

the turnaround that we need.

Oprendek expanded, Other systems oten

have a centralized proprietary verication

and reporting architecture, or are stand-

alone PCs that will only track clients at asingle clinic. In the centralized, proprietary

types o systems, you might have to wait

hours or even days or a report to be axed

or sent, and then wait again i an error is

ound and you have to correct the data.

The stand-alone systems can sometimes

provide timely reports, but they cant ol-

low clients throughout a large system o

care. With the TeleForm/ImageNet solution

we have seen more accurate, timely data

and enhanced workfow eciency. Thanks

to Hersheys collaborative approach and

Cardis open-system product, weve

achieved our goals and are looking orward

to using the system or other surveys and

applications, such as with Windows-based

Tablet PCs and similar technologies.




19/36



20/36


4. Recently, have you:

Felt blue, down in the dumps, or depressed?

Had trouble getting food, clothes, or a place to stay?

How much have your mental health problems been bothering you?

Heard or saw things that other people don't?

Had trouble controlling your temper or actions?

Felt afraid, anxious, or on edge?

Not at all A little Somewhat Quite

a bit

Most or a

of the tim

Were you arrested or did you serve any time in jail/prison ? Yes No

Were you the victim of a crime? Yes No

6. Recently:

Yes NoWere you in the hospital for a mental health problem?

5. Does your current alcohol and/or street drug use:

...keep you from doing any activities?

...make your mental health problems worse?

...make someone else upset with you?

Yes No I do not use alcohol / drugs



Felt like you had too much energy, racing thoughts, or were impulsive?

Had thoughts of hurting yourself?

Had thoughts of hurting someone else?

Goal Attainment and Treatment Evaluation - Initial Form

page 2 of 2

8. If you are taking medications:

...have they been helping you?

7. How easy has it been for you to get services

when you needed them?

Yes, Quitea bit Somewhat A little

Notat all

I don'ttake meds

VeryEasy Easy Average

SomewhatDifficult Difficult

Thank you for completing this survey.

lease use the space below and the back of this form for commentsand any suggestions you would like to make.

Please answer the following questions regarding treatment you have received before

coming here.

Copyright 2002 by the Riverside County Department of Mental Health. All rights reserved. No part of this publication may be reproduced in anyform or by any means electronic or mechanical, including photocopy, recording, or any information storage without persmission in writing from the publisher.

50682


21/36

Case Study

SERV Centers oNew JerseySERV Centers o New Jersey usesCardi TeleForm to streamlinepaperwork and improve servicedelivery. TeleForm has reducedorm completion time by 75%.SERV Centers o New Jersey, Inc. is a non-

prot provider o behavioral healthcare to

adults, children and amilies as they work

to recover rom and cope with mental ill-

ness and addictions. Established in 1974,

SERV Centers sta o more than 400 cur-

rently assists about 1900 people annually

by providing social, educational, residen-

tial and vocational services throughout

central and northern New Jersey.

The ChallengeTo comply with Medicaid regulations and

monitor sta productivit y, SERV Centers

must document all services provided to

clients regardless o whether or not the

service is billable. In addition, recorded

services have to match the hours logged

on each sta members time-sheet.

Existing SERV Centers procedures col-

lected the required inormation using client

service history, sta payroll and billing

documents. These manual processes

emanated rom 43 separate locations that

adjudicated the data and then channeled it

to one central location or nal data entry

into the billing and payroll systems.

These processes were redundant, conusing

and highly inecient, and in many cases

supported by inconsistent documentation.

SERV Centers required a fexible data cap-

ture workfow solution that would preventdiscrepancies and reduce the time being

spent on paperwork and data entry; time

that could be better spent on client services.

It was taking up to two hours a day per

employee to ll out paperwork, said Mark

Bensel, vice president o MIS at SERV

Centers. We needed a system that would

allow us more time to do our jobs and that

would stand up to a potential audit .

Two years prior, SERV Centers had piloted

Cardi TeleForm, an automated con-

tent capture solution, or a survey project.

Accordingly, Mark Bensel contacted Pace

Business Solutions, a Cardi channel part-

ner and member o Cardis President Club,

to help them utilize the TeleForm product

once again to streamline their processes.

The SolutionAter analyzing workfows and Medicaid

requirements, the PACE Business Solutions

team implemented a turnkey solution to

address SERV Centers needs. The solution

integrates Captaris Rightax ax servers,

Cardi TeleForm content capture sot-

ware, and a PACE-customized workfow

and imaging system. The PACE-developed

workfow eeds into SERV Centers existing

billing database, provided by MS*Health

Sotware Corporation o Hackettstown,

New Jersey.

Being able to eed the workfow into our bill-

ing database was critical, Bensel explained.

We had a billing backlog o our to six

weeks, and we knew that once everything

was integrated, we would have the ability to

expand the system in other directions.

Joe Tornabene, president o PACE Business

Solutions, agreed. PACE employs a rapid

action development strategy and the tools

we use, like Cardi TeleForm, are scalable,

which allows clients like SERV Centers to

hit the ground running and iteratively build

upon their successes as they implement

our systems.

SERV Centers o New Jersey


Application: Service Delivery Log Forms

Challenge: Streamline processes, improve

client service delivery, enhance productivity

Solution: Cardi TeleForm, Captaris

RightFax Fax Server, InPACE document

storage and retrieval system, MS*Health/

CMHC

Partner: Pace Business Systems

Results:

75% reduction in orm completion

time

75% productivity gain in adjudication

Elimination o billing backlog

Reduction in entry time o payment

datarom eight days to 20 minutes


In the past, it took twopeople our business days

every month to enter all thepayments. Now we can doit in about 0 minutes withno data entry errors. Youcant get much better thanthat.

Mark Bensel, SERV Centers


22/36






www.cardi.com

PACE began the implementation by con-

solidating the Personal Care Assistance

Log, the Face-to-Face orm and the Time

Sheet into a single smart Service Deliv-

ery Log (SDL) orm. This SDL orm is axed

into the main SERV Centers oce, where

the hand-printed data is optically read and,i necessary, veried. As an alternative to

the ax-in method, paper SDL orms can be

scanned at appropriately equipped SERV

Centers satellite locations.

PACE designed the orm with embedded

smart elds that alleviate workers rom

having to repeat codes or explanations

when identical services are delivered to a

group. During the verication step, these

elds are lled in automatically. The Veri-

er clerk simply has to enter only question-

able characters, ater which the validated

data is exported to the MS*Health/CMHC

database. The corresponding TIFF image

is held or uture retrieval in a PACE-devel-

oped document storage and retrieval sys-

tem called InPACE.

The MS*Health/CMHC system automati-

cally applies Medicaid billing rules to the

scanned detail services, aggregates them

into billable units, and prepares billing

documents, which are electronically trans-

mitted to Medicaid. In the past, Medicaids

payments were manually entered into the

MS*Health database rom reports gener-

ated rom payment data delivered on a CD-

ROM disk. MS*Health has since developed

a process that reads the le on the CD and

automatically applies the payments.

In the past, it took two people our busi-

ness days every month to enter all the pay-

ments, Bensel said. Now we can do it in

about 20 minutes with no data entry errors.

You cant get much better than that.

The Benefts o CardiAccording to SERV Centers Mark Bensel,

benets o the new system include:

A 75 percent reduction in orm completion time,

rom two hours per person to the current time

o 30 minutes to fll-out the smart SDL orm

The elimination o costly preprinted Time Sheet,

Personal Care Log, and Face-to-Face orms

A 75 percent productivi ty gain in the adjudica-

tion process Adjudicators at each o the 43

SERV Centers sites required one ull day perweek to process their work the old way, which

now is accomplished in less than two hours

Elimination o the typical six-week data entry

billing backlogs The work now gets processed

and completed the day it hits the ax server

Reduced time to enter payment data received

rom Medicaid, rom 8 days per month to 20

minutes




23/36


SBHS Service Delivery Log

Staff IDStaff Name

Date of Services

- -MM DD YY

:am

pm

( Enter 'Other Times' only on page-1 for this date)

:am

pm

Services SizeMinutes Client ID Client Name

Staff Signature

I attest that the above is an accurate representation of the services that I provided on this date.

Hour HourMinute Minute

Begin Time End Time

Recording a service/interaction on this form does not mean it will be billed.P-6 (01-10-2002)

Page of

Time

For this Staff + Date of Services

Services SizeMinutes Client ID Client Name

X

:Hours Minutes

Location Number

Vacation

Sick

Personal

Holiday

Other

:MinutesHours

Other Time(Begin and End Times are for Services on This Page)

Note: Midnight is 12:00am

1

2

3

4

5

6

7

8

9

0

1

2

3

4

5

6

7

8

9

0

1

2

Vacation

Sick

Personal

Holiday

Other

63397

63397


24/36



25/36

Case Study

Sonic Innovations, Inc

Sonic Innovations, Inc. realizes sig-

nifcant time and cost-savings withCardi TeleForm.An estimated 28 million people have some

orm o hearing impairment, and more

than a million school-aged children have a

hearing loss that can signicantly impact

speech/language development and educa-

tion. Sonic Innovations, Inc. is making a

dierence in peoples lives by rehabilitat-

ing their hearing and re-connecting them

with the world around them.

Sonic Innovations, Inc. has established

themselves as the astest growing hearing

aid company in the world. They specialize

in designing, developing, manuacturing

and marketing advanced digital hearing

aids and hearing aid components or a

worldwide customer base o physicians.

The ChallengeSonic Innovations oers a variety o digital

hearing aid products that are designed to

meet each individuals needs by manuac-

turing each aid specically or each patient.

Along with the patients details, each physi-

cian also has their own set o preerences

that need to be taken into consideration. It

is critical to accurately track these complex

details throughout the manuacturing pro-

cess to ensure the integrity o the product.

Ater intense scrutiny o its operating

procedures, Sonic realized that it had

numerous manual data processes in place

that were time-consuming, inecient and

required change. Initially, the company

manually entered orders they received

at their primary manuacturing acility inMinneapolis, Minn, containing detailed

ear impressions and specic instructions

rom the physician. Sonic Innovations had

numerous data entry rules that a clerk was

required to know and enorce as well as

consulting a separate database o preer-

ences or each submitting physician.

At the completion o the data entry process

the order orm was scanned and archived

or easy viewing and reerence. The origi-

nal order orm and any coupons were then

attached to a Work Traveler orm then

released to the manuacturing foor to

process. Throughout the manuacturing

process, the traveler ollowed the product

and at each step o the process, notes were

made on the order orm. Ater the hearing

aid was produced, the modied order orm

was scanned in, replacing the original.

In the spring o 2001, Brad Peterson, Sonic

Innovations IS Manager called Dane Meul-

er, VP o Business Development o Integra

Inormation Technologies (www.integrain-

otech.com) to nd out i there were as ter

scanners available to reduce the manpower

required to scan the records. It became

apparent that this was not just a matter

o aster scanners but improving the data

entry process.

The SolutionCardi TeleForm was selected because

o the ability to reduce data entry time and

increase accuracy by reading barcodes,

machine print (OCR), and hand print (ICR).

TeleForm improves accuracy by using

these reading techniques combined witha sophisticated verication process and a

viewer that enables the operator to easily

compare the original data with the inter-

preted data. A major benet is the ability

to embed business logic and rules into

the verication process, reducing both the

required skill level or doing the work and

the rate o errors.

Sonic Innovations, Inc.


Application: Processing order orms

Challenge: Reduce data entry labor and

improve accuracy

Solution: Cardi TeleForm Enterprise,

Automerge Publisher, eForm Option,

Remote Capture

Partner: Integra Inormation Technologies

Results:

Tripled order entry capability with

existing headcount

More ecient fow o inormation

Automation o order entry procedures

Data accuracy

We have improved qual-ity and accuracy usingTeleForms built-in businessrules to eliminate the risk ohuman error.

Brad Peterson, Sonic Innovations

http://www.integrainfotech.com/http://www.integrainfotech.com/http://www.integrainfotech.com/http://www.integrainfotech.com/


26/36






www.cardi.comCopyright 200 6 Cardi All rights reserved Ot her trademarks are registered trademarks and the properties o their respective owners Product specifcat ionsand eatures are subject to change without notice Use o Cardi Sotware is under license [AUT GO] 080 905

We sought a solution that would auto-

mate the process o collecting, veriying

and exporting inormation rom our order

orms, with an open architecture that

would easily integrate with our existing

ERP system. said Brad Peterson.

Ater implementing TeleForm, Sonic Inno-

vations has reduced the time and cost o

processing their incoming orders. The

orders are now scanned into TeleForm at

the manuacturing acility in Minneapo-

lis. The physician and patient data is then

generated rom the built-in business rules,

validated and veried. Using remote cap-

ture capabilities, the database look-ups and

access occur in real time and the inorma-

tion is then exported to the ERP system,

MFG/PRO, at the headquarters in Salt Lake

City, Utah.

Once the data is submitted to the ERP

system, a work order traveler is printed in

Minneapolis. This document contains the

physicians selections, customer preer-

ences, the custom conguration, serial

number, customer inormation, and war-

ranty inormation. The original order orm

is then attached to the work order traveler

and transerred to the manuacturing tech-

nicians. Sonic Innovations then archives

the original order orm in PDF ormat or

easy reerence.

With TeleForm, they created those rules as

part o the orm so that it would look at the

preerences database as well as a coupon

database. It also eased data entry or the

ERP data entry that they were doing sepa-

rately. This particular ERP had 50 dierent

screens that might require data entry,

Dane Meuler states. Using Cardis solu-

tion they can simply export the data or the

ERP system to import.

We have improved quality and accuracy using

TeleForms built-in business rules to eliminate

the risk o human error, said Peterson.

TeleForm was also used to create a new

and better orm with all o Sonic Innova-

tions business rules imbedded into the

orm. This same orm can now be pub-

lished to the Web using TeleForm and the

submission o an order can happen rom

the physicians oce, using all the rulesalready written or the orm and eliminat-

ing the paperwork all together.

The Benefts o CardiThe implementation o TeleForm has met

all o the established business goals. The

archiving process now takes one person

15 minutes, down rom two ull-time

processors. The total order entry pro-

cess now takes less than 50% o the time

that it required, prior to TeleForm. Sonic

Innovations testing showed that an order

that previously required six minutes to

data enter, can now be completed in two

minutes, tripling their order entry without

increasing headcount.

The solution paid or itsel in the rst ew

months, said Brad Peterson. Handling

orders quickly and eciently is essential

to our continued success, and by selecting

the Cardi TeleForm solution we can easily

raise our level o service and simultane-

ously reduce our costs. I someone has a

data entry environment where you want

to reduce errors, improve throughput, and

a quick payback, this is the product to put

into your business.


27/36


28/36



29/36

Case Study

South Carolina AreaHealth Education

ConsortiumSouth Carolina AHEC reliablytracks eectiveness o its pro-grams with Cardi TeleForm.TeleForm, which improves dataquality and timeliness or thehealthcare catalyst program.The South Carolina Area Health Education

Consortium (AHEC) is a state-unded pro-

gram with a mandate to improve health care

to medically under-served areas in South

Carolina and to encourage groups o indi-

viduals who are under-represented in the

healthcare proessions to enter these elds.

AHECs our regional oces coordinate

grass-roots eorts with academic

institutions and community organizations

to encourage underprivileged students to

pursue education in healthcare at all levels

o studymiddle school, undergraduate

and graduate level, and continuing

educationand to place these individuals

in areas o South Carolina where more

healthcare proessionals are needed.

The ChallengeThe unding o programs such as AHEC

depends on the quality o data that is avail-

able to track their eec tiveness. To be a

viable organization, AHEC has to show

that their eorts help launch under-repre-

sented groups into healthcare proessions

in certain areas o the s tate, or example,

that the placement o medical students

in mentored assignments in medically

under-served areas helps reduce the lack

o healthcare in these regions.

Historically, AHECs 25 regional and local

coordinators manually collected data on

individuals who participated in its outreach

programs. Because the oces used dier-

ent data collection and processing methods,

the data was inconsistent and incomplete.

When it came time to consolidate the data,

everyone would have to pull all-nighters,

trying to t the data into a master report

by hand, said Lynne Becker, Director o

Inormation Technology at AHEC. There

was no unication or uniormity and no

verication o the data. When I took over in

October 2001, a more rigorous and stream-

lined method o data collection became my

rst priority.

Fortunately, Becker had previously used

Cardi TeleForm, an automated content

capture solution, or a clinical trials project

at the Medical University o South Carolina.

As a ormer TeleForm user who had earned

an advanced degree in public health

administration and statistics, she knew

the product was fexible in its unctionality,

and she trusted its reliability.

Becker explained, My primary concern

was quality dataa centralized, uniorm

data depot that would serve as our state-

wide IT application. Timeliness was second.

Previous consultants had estimated that

the job would require up to three years.

But I knew that we could do it in much less

time with TeleForm.

The SolutionBecker began the implementation by rede-

signing database structures and reports or

12 dierent databases and educating AHEC

sta on the basic requirements o data

collection and verication. Beckers team

also involved the AHEC coordinators in the

process o orm design.

Becker and her team implemented the

solution with very little customization

South Carolina Area Health Education

Consortium


Application: User surveys

Challenge: Improve data quality and time-

liness to better track eectiveness

Solution: Cardi TeleForm, ax servers,

Microsot Excel and Access, Statistical

Package or the Social Sciences (SPSS)

Results:More valid data and more timely,

accurate reports. Dual export enables fex-

ible processing o the data into spread-

sheet ormat and relational database.

Data entry sta ree to complete other

tasks.


For the most part, the datajust ies through, with littleneed to veriy. TeleFormsrecognition rate is thatgood.

Lynne Becker, South Carolina AHEC


30/36







and eatures are subject to change without notice Use o Cardi Sotware is under l