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Staff: 130+

Number of Locations: 8

Customer Since: 2013

With eight locations across Mississippi and Tennessee, RedMed first contacted Practice Velocity (now Experity) during its startup phase and worked with Urgent Care Consultants (now Experity Consulting) for guidance on starting and growing their business. They were looking for more than just software, but a business partner they could count on not only as they launched their first clinic, but to support their growth trajectory.

The Challenge

Failing Centers and Inefficient Operations

In March 2015, three of RedMed’s urgent care centers were floundering. With no credentialed providers and mountain high billing issues, they needed solutions fast. They faced challenges in virtually every facet of their business operations.

Front desk staff wasn’t performing due to lack of training. Claims were not being processed efficiently and invoices were in A/R far too long which had a big effect on cash flow and a stalling revenue cycle. Their goal of adding new locations became secondary to getting their current clinics running smoothly and back on track financially.

Experity allows us to run our urgent care business in the manner that works for our team.

The Experity team is always working towards improvement particularly on the clinical side — creating updates to allow quick and accurate documentation. We have been able to maintain and/or exceed national standards for E&M coding due to updates in the software. The billing staff is very helpful — answering questions for our team.

Laurie Duncan
VP of RevenueRedMed Urgent Care Clinic

The Solution

Managing Ops and the Revenue Cycle

After pinpointing problem areas, RedMed called on the RCM experts at Experity to fix what was broken and help them improve performance, especially for contracting and credentialing and revenue cycle management.

Unsatisfactory payer contracts and missed revenue were killing RedMed’s bottom line. When Experity’s contracting and credentialing team stepped in to lead RedMed to negotiate better payer arrangements, they started to be adequately reimbursed for the services they provided.

But that was only the first step. Once better contracts were in place it was up to the team to rethink their processes and improve their workflow to reduce days in A/R and get their revenue cycle moving in the right direction.

Because of the extensive urgent care-specific experience that Experity brought to the table, RedMed also saw improvements in documentation and workflows. Experity’s software, which was built to improve the urgent care experience, helped providers and staff become more efficient, happier, and led to higher patient satisfaction.

The Results

Workflow Efficiencies, Revenue Gain, and a Trusted Business Partner.

RedMed’s relationship with the Experity team helped them to work together to bring the front desk up to speed, improve operations, and get their clinics on the pace for success. Best of all, being understood and supported through the process gave them the tools and the confidence to find solutions that work for their business.

Final Thoughts

Working with a software and services partner that understood the ups and downs of urgent care and had proven solutions under their belt proved to be a game changer for RedMed Urgent Clinics. With their challenges behind them, they can get back to the business of helping patients while growing their practices and locations.