Success MetricsPresenters:Robert Patton, Director, Implementation Services, QualifactsBrandi S. Sanders, Manager, Implemen...
Success Metrics – Agenda• Success Metrics Detailed Review(current)–What they are and how to use them• Success Metrics Summ...
Success Metrics DetailedReview (current)
Success Metrics Detailed Review (current)• There are 4 different “types” ofmetrics currently available–Go Live/Post go liv...
Post Go Live Success Metrics• Background– Most common reasons for failed implementations:• Leadership issues– Wrong people...
Post Go Live Success Metrics• Purpose– Designed to measure immediate customer successpost go live– Key indicators for refr...
Post Go Live Success Metrics List (27*)• Active Clients• Active Organizations• Active Programs and Activities• Active Paye...
Post Go Live Success Metrics (cont’d)• Value:– They infuse accountability and visibility (bothQSI/customer)– They allow th...
Example - Go Live – Appointments by Typeand Status9
Example - Go Live – Active Counts, FailedActivities, Failed Claims, Unstatused Appointments10
Example - Go Live – Claims Pending Approval, Claim Batches, TotalDeposits, Payments Applied/Unapplied/Unposted11
Example - Go Live – Executive (Project HealthReview)12
Post Go Live Success Metrics (cont’d)• Note:– These are available to all customers post golive– They are generated by the ...
Success Metrics–Go Live/Post go live success metrics–Agency year end with communitycomparison–Agency year end with peercom...
Agency Year End with Community & PeerComparison Metrics• Purpose– Extension of the post go live metrics with additionalmea...
Agency Year End with Community & PeerComparison Metrics List• Rank• Community/Peer Average• Community/Peer Median• Active ...
Agency Year End with Community & PeerComparison Metrics (cont’d)• Value:– They go beyond go live success and allow formore...
Example - Agency Year End withCommunity & Peer Comparisons18QSI Community Peer
Example - Agency Year End withCommunity & Peer ComparisonsAgency, Community,& Peer19
Example - Agency Year End withCommunity & Peer ComparisonsAgency, Community,& Peer20
Example - Agency Year End withCommunity21
Agency Year End with Community & PeerComparison Metrics (cont’d)• Note:– These metrics include customers live during 2012 ...
Success Metrics–Go Live/Post go live success metrics–Agency year end with communitycomparison–Agency year end with peercom...
Community Year End with MonthlyBreakdown Metrics• Purpose– Designed (6 currently) to measure the overall use ofCareLogic b...
Community Year End with MonthlyBreakdown Metrics List• Expected Revenue by Funding Source• Expected Revenue % by Funding S...
Community Year End with MonthlyBreakdown Metrics (cont’d)• Value– They highlight general trends to provide proof ofimprove...
Example - Community Year End withMonthly Breakdown Metrics27
Example - Community Year End withMonthly Breakdown Metrics28
Example - Community Year End withMonthly Breakdown Metrics29
Community Year End with MonthlyBreakdown Metrics (cont’d)• Note:– These metrics include customers live as of 12/31/11(*cla...
Success Metrics Overview – What’sUseful/Relevant When?• Stage = Existing (Prospect) - this is where/how we can show custom...
Success Metrics Summary(What the data has shown so far)
Success Metrics Summary – What we Know• In General:– More than we did before• Immensely helpful to implementations– Positi...
Success Metrics Summary – What we Know(cont’d)• From the Data:–Customers continue to improve overtime (claim lifecycle & c...
Success Metrics (future)
Success Metrics (future)– C3 Insights• Impact of configurability of CareLogic• Need further breakdowns• Need more often (w...
Success Metrics – Supporting Materials• Distributed at C3, Emailed (if not at C3), and to be posted to QSI Connect by 5/3(...
Q & A?38
Upcoming SlideShare
Loading in …5
×

Customer Success Metrics

1,129 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,129
On SlideShare
0
From Embeds
0
Number of Embeds
8
Actions
Shares
0
Downloads
12
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  •  
  • Customer Success Metrics

    1. 1. Success MetricsPresenters:Robert Patton, Director, Implementation Services, QualifactsBrandi S. Sanders, Manager, Implementation Specialists, QualifactsWebinar - Tuesday, April 30, 2013 1:00pm – 2:30pm CST
    2. 2. Success Metrics – Agenda• Success Metrics Detailed Review(current)–What they are and how to use them• Success Metrics Summary–What the data has shown so far• Success Metrics (future)–C3 Insights–Open Minds Input–Benchmarking User Groups2
    3. 3. Success Metrics DetailedReview (current)
    4. 4. Success Metrics Detailed Review (current)• There are 4 different “types” ofmetrics currently available–Go Live/Post go live success metrics–Agency year end with communitycomparison–Agency year end with peer comparison–Community year end with monthlybreakdown4
    5. 5. Post Go Live Success Metrics• Background– Most common reasons for failed implementations:• Leadership issues– Wrong people driving the project– Lack of good bi-directional communication between leadership and staff• Workflow issues– Underestimating importance of workflows– Lack of a full workflow walk-thru to identify gaps and bottlenecks• Provider issues– Absence of strong champions– Failure of staff to understand their role in using the EHR• Training issues– Underestimating the amount/type of training required– Failure to assure that providers complete training• Eliminate the emotion of fear with a metric-driven EHR implementation- Source: White Paper - http://www.healthit.gov/sites/default/files/ehr_implementation_white_paper.pdf- EHR Implementation with Minimal Practice Disruption In Primary Care Settings- Authored By: Jeff Hummel, MD, MPH & Peggy Evans, PhD, CPHIT – Qualis Health, Seattle,Washington (WIREC consultant team contributing)- November 20125
    6. 6. Post Go Live Success Metrics• Purpose– Designed to measure immediate customer successpost go live– Key indicators for refresher training, effective use ofthe system, system configuration adjustments, etc• How Generated– Via the CareLogic system (and Excel) by QSI staff*• How/When Communicated– 5, 10, 15, 45 days post go live via status calls(implementation)– 60, 90, 180, 365 days post go live via customers orsupport as needed*6
    7. 7. Post Go Live Success Metrics List (27*)• Active Clients• Active Organizations• Active Programs and Activities• Active Payer Plans• Active Staff• Activity to Service Document signed• First Contact Date to FirstAppointment• Appointments by Type and Status• Services Not Authorized• Clients Seen• Failed Activities• Failed Claims• Real Time Productivity• Awaiting Claim Approval• All Claims / Approved Claims• Claim Batches• Overall Claiming Lifecycle• Activity to Claim Date• Average Daily Billable Services• Total Deposits• Total Deposits Amount• Total Approved Applied Amount• Total Unapproved Applied Amount• Total Unapplied Amount• Total Unposted Amount• Refund Amount• Recoup Amount• Month over Month Number of ClaimsGenerated and Revenue7
    8. 8. Post Go Live Success Metrics (cont’d)• Value:– They infuse accountability and visibility (bothQSI/customer)– They allow the identification of issues sooner thanlater– They remove the emotion from implementation andprovide the data necessary for executive sponsorship(both QSI and customer)– They set the baseline for “what to expect” post go live(by month) so that customers can measure theirperformance and so that QSI can know where to jumpin and make the customer as successful as possible– They allow for the celebration of project successes8
    9. 9. Example - Go Live – Appointments by Typeand Status9
    10. 10. Example - Go Live – Active Counts, FailedActivities, Failed Claims, Unstatused Appointments10
    11. 11. Example - Go Live – Claims Pending Approval, Claim Batches, TotalDeposits, Payments Applied/Unapplied/Unposted11
    12. 12. Example - Go Live – Executive (Project HealthReview)12
    13. 13. Post Go Live Success Metrics (cont’d)• Note:– These are available to all customers post golive– They are generated by the IS (and put intoExcel for graphing), but have also beenmade available for customers to run– The PMs create the post go live healthreport– We are exploring what the longer termsolution is for generating/presenting thisdata13
    14. 14. Success Metrics–Go Live/Post go live success metrics–Agency year end with communitycomparison–Agency year end with peercomparison–Community year end with monthlybreakdown14
    15. 15. Agency Year End with Community & PeerComparison Metrics• Purpose– Extension of the post go live metrics with additionalmeasurements and percentile/ranking of customer incomparison to the CareLogic community (all eligibleQSI customers)• “Peer” currently is based on total revenue billed through CareLogic (Under 1M, 1M to5M, 5M to 10M, 10M to 20M, and 20M +)• How Generated– Via QSI technical resource during off-business hours– Compiled and ranked manually via QSI resource (Excel)• How/When Communicated– Annually (currently)15
    16. 16. Agency Year End with Community & PeerComparison Metrics List• Rank• Community/Peer Average• Community/Peer Median• Active Clients - On 01/01/12• Active Clients - On 12/31/12• Clients Seen• Active Staff - On 01/01/12• Active Staff - On 12/31/12• % of Service Providers (ofActive Staff)• Total Approved Claims• Total Activities with Payment(Paid)• Total Expected Revenue• Avg. Expected Rev byApproved Claim• Claim Lifecycle• Avg Activity to Claim Days• Avg Activity to Batch Days• Avg Batch to Payment AppliedDays• Medicare - Revenue• Medicare - Claims• Medicaid - Revenue• Medicaid - Claims• Other Payer – Revenue• Other Payer - Claims• Total Billable Activities• Billable Activities/Day (&Percentage Billable)• Billable Activities/ServiceProviders• Non Billable Activities/Day (&Percentage Non Billable)• Appointments Kept• Appointments CBC• Appointments CBT• Appointments DNS• Avg Document Signature Time(Hours)• Avg Scheduled to Kept Days• # of Customer Pentaho Reports• Services Not Authorized• # of Claims by Program• # of Non Billable Activities byStaff Credential16
    17. 17. Agency Year End with Community & PeerComparison Metrics (cont’d)• Value:– They go beyond go live success and allow formore/better data to drive agency success– Their focus (upon root cause determination) ismore around workflow/process efficiency andsystem adoption (vs immediate issue/traininglike post go live)– They empower high performers and lowperformers to reach out (and for QSI to reachout to them) for best practices sharing(especially with customers who have “like”business/operational size)17
    18. 18. Example - Agency Year End withCommunity & Peer Comparisons18QSI Community Peer
    19. 19. Example - Agency Year End withCommunity & Peer ComparisonsAgency, Community,& Peer19
    20. 20. Example - Agency Year End withCommunity & Peer ComparisonsAgency, Community,& Peer20
    21. 21. Example - Agency Year End withCommunity21
    22. 22. Agency Year End with Community & PeerComparison Metrics (cont’d)• Note:– These metrics include customers live during 2012 (butif they went live late in 2012, there most likely was notenough data to provide peer rankings)– They were distributed at the conference and were sentto all other eligible customers prior to 4/26– There are some customers for whom we don’t havethe data (do not use the full system – i.e. billing)– Once we have finished incorporating customer andOpen Minds feedback on how to expand the data (i.e.by line of service, further narrowed by payer, etc) wewill publish the updated metrics22
    23. 23. Success Metrics–Go Live/Post go live success metrics–Agency year end with communitycomparison–Agency year end with peercomparison–Community year end with monthlybreakdown23
    24. 24. Community Year End with MonthlyBreakdown Metrics• Purpose– Designed (6 currently) to measure the overall use ofCareLogic by the Qualifacts community; providingvisibility into the industry in order to ask the correctquestions of their own business practices• How Generated– Via QSI technical resource during off-business hours– Compiled and graphed manually via QSI resource(Excel)• How/When Communicated– Annually (currently)– Quarterly (if participate in Open Minds User Group)24
    25. 25. Community Year End with MonthlyBreakdown Metrics List• Expected Revenue by Funding Source• Expected Revenue % by Funding Source• Claim Lifecycle for 2012• Claim Lifecycle January 2011 – December 2012• Clinical Efficiency• Appointment Status Comparison25
    26. 26. Community Year End with MonthlyBreakdown Metrics (cont’d)• Value– They highlight general trends to provide proof ofimprovement (and/or areas for improvement) overtime (demonstrating the ROI of the EHR investment)– They are the baseline from which the Open Mindsuser groups will be conducted (and upon whichadditional benchmarking measurements will bedeveloped)– For customers participating in the Open Minds UserGroup, we will include (graph) their individualperformance against the benchmark data26
    27. 27. Example - Community Year End withMonthly Breakdown Metrics27
    28. 28. Example - Community Year End withMonthly Breakdown Metrics28
    29. 29. Example - Community Year End withMonthly Breakdown Metrics29
    30. 30. Community Year End with MonthlyBreakdown Metrics (cont’d)• Note:– These metrics include customers live as of 12/31/11(*claim lifecycle includes those live as of 2009).– They measure usage over the course of 2012, with theexception of one (Claim Lifecycle) which measuresacross two years (2011 – 2012)– They were distributed at the conference and were sentto all other eligible customers prior to 4/26– There are some customers whose data was eitherincomplete or was a significant outlier and thereforewere excluded from the benchmark measurement30
    31. 31. Success Metrics Overview – What’sUseful/Relevant When?• Stage = Existing (Prospect) - this is where/how we can show customers “what toexpect” post go live– All example metrics– Percentile summary• Stage = Building (Implementation) – this is where customers can determine criticalsuccess factors and what measurements will prove their success– All example metrics– Percentile summary• Stage = Emerging (Go Live, 1 – 3 months post) – this is where we are focused on the“must haves” to ensure successful go live– Post go live success metrics– Percentile summary• Stage = Rising (Live less than 1 year, 3 – 12 months) – this is where we are focusedmore on workflow/process and other system usage efficiencies– Post go live success metrics– Agency year end with community comparison– Agency year end with peer comparison– Community year end with monthly breakdown• Stage = Thriving (Live greater than 1 year) – this is where we are focused more on bigpicture and overall agency success (growth of business/adoption of newfunctionality, etc)– Agency year end with community comparison– Agency year end with peer comparison– Community year end with monthly breakdown31
    32. 32. Success Metrics Summary(What the data has shown so far)
    33. 33. Success Metrics Summary – What we Know• In General:– More than we did before• Immensely helpful to implementations– Positive feedback in the direction we’re heading(data provided beyond post go live metrics ishelpful, but need more specific)– Customers find they are doing better than whatthey feel they are doing– Believe longer term that overlay analyticssoftware is the right way to go for dashboards33
    34. 34. Success Metrics Summary – What we Know(cont’d)• From the Data:–Customers continue to improve overtime (claim lifecycle & clinicalefficiency)–No show rates are lower thanindustry*–Revenues do increase*34
    35. 35. Success Metrics (future)
    36. 36. Success Metrics (future)– C3 Insights• Impact of configurability of CareLogic• Need further breakdowns• Need more often (with more trending)• Need “executive” views (dashboards/drill down)– Open Minds Input• Determination of metrics• Design/development of dashboards• Benchmarking User Groups– Open Minds led reviews of metrics and how to use forperformance improvement and organizational readiness forhealthcare reform– Original 5/22 start pushed in order to refine metrics further36
    37. 37. Success Metrics – Supporting Materials• Distributed at C3, Emailed (if not at C3), and to be posted to QSI Connect by 5/3(http://connect.qualifacts.com/page/success-metrics-system-audit-queries)– Qualifacts Success Metrics (Overview)– Post Go Live Success Metrics• Quick Reference Guide• Full Guide• Example Spreadsheet• Example Post Go Live Health Report– Agency Year End with Community & Peer Comparison Metrics• Cover Sheet• Quick Reference Guide• Examples• Percentile Summary– Community Year End with Monthly Breakdown Metrics• Cover Sheet• Example37
    38. 38. Q & A?38

    ×