“Just having them work in the same work environment as my staff … really does rub off. The kind of training that [Triage] Associates get before they come in and start doing collection work is clearly a cut above. So to have those kinds of people working right along my staff really helps. I’ve had all of my staff comment on the strategy and techniques that they’ve adopted from Triage, so that’s another big thing.”
- Matt Blackmore, Manager Payer Contracting and Compliance
CLIENT
Providence Washington Regional Services
OBJECTIVE
Select a vendor to review closed balance accounts for payment accuracy.
CHALLENGE
Selecting a vendor is difficult. The notion of having to deal with another set of bodies with already limited amount of resources is daunting. Providence Health recognized the need, as well as the potential benefit, of having an independent third party review their volume for potential underpayments, but they had a multitude of companies from which to choose.
SOLUTION
Manager Payer Contracting and Compliance, Matt Blackmore was tasked with selecting a vendor: “We looked at a lot of companies when we were choosing which consulting company to come in and look at underpayments for us. I’d say I probably looked at ten companies pretty closely. Triage really stood out because they had a really good reputation and they’re able to leverage knowledge across their company in all the different areas that they work.” Triage has teamed up with Providence to provide much needed support in the payer compliance arena.
Triage has been able to leverage its knowledge and success with issues in other markets to enhance Providence’s ability to become one of the most respected health systems in the Seattle area. “What I’ve most appreciated is Triage’s ability to bring the knowledge from across the company into Providence. If someone has discovered an issue, somewhere in the company, that information is instantly brought to Providence, so it’s kind of like we have the benefit of a whole network of people trying to find out information.”
RESULTS
Matt now relies on Triage to provide him with analysis on key payer issues, placing a significant amount of trust in the Triage team: “They [are] the only ones that could really live up to the promise that they all make: ‘We’re trying to help you with your internal process.’ It seemed like Triage was really honestly trying to do that.”
