Learning is part of the culture at ImagineSoftware.


Training programs help emplyees show greater productivity, higher morale and higher quality of work. Employees are more confident in their roles. Certification programs for various levels are now offered to new and existing clients.


Certification programs are held at the ImagineSoftware Headquarters in Charlotte, NC.


The training is provided classroom style with an instructor and a required online exam to complete the course. The duration is 2-5 days based on the program selected. Results are certified, trained individuals (with badges to prove it), to improve your organization with learned skills.


Your Guide To Choosing A Winning Revenue Cycle Management Solution

It’s time, you’re looking for a new revenue cycle software solution. Perhaps you’re deciding between in-house or outsourced billing. Maybe you’re searching for an upgrade from your current solution. Whatever the case may be, you’re probably feeling a little overwhelmed right now… or a lot. Narrowing down your options is no easy feat. At the end of the day, your top priority is providing care to your patients, but the financial aspect of your business should never be placed on the back-burner. So, what should you really focus on when choosing a billing partner?

In-house vs. Outsourced billing. Whether you choose to manage your own billing or outsource is really based on preference and workflow. Here’s a checklist that will help you make that decision: 
billing partner checklist ImagineSoftware

If you answered “Yes” to the majority of these questions, you should consider in-house billing. You have total control over your billing operations – make immediate changes and essentially have your hands in the heart of your practice. Alternatively, if you answered “No”, consider outsourcing instead. You’ll only have a single point of responsibility to manage your billing process and you have more time to focus on patients. 

Neither option is perfect, however. In-house billing exposes your practice to more liability and disruption of operational and business continuity due to sickness, medical leave, vacations, etc. Outsourcing your billing could leave you feeling disconnected from a crucial part of your business. Ultimately, you’re still responsible for filed claims and the representation of those claims. If you relinquish too much responsibility and your billing service doesn’t educate you to validate that they’re representing you properly, you could be left in the dark. At the end of the day, it’s all about preference – management style, budget, and how much responsibility your practice is willing to take on or give up.

How do I choose a partner? It’s detrimental to the success of your business that you consider the following and ask questions as you compare companies:

  • Cost - Does the provider offer flexible purchasing options that align with your budget and needs? Be sure to clarify which product, service, and maintenance fees are considered “added offerings” so that you have a clear idea of exactly how much you will be paying for.
  • Services Offered - Does the company offer a solution that covers every step of your revenue cycle? RCM and practice management solutions should be all encompassing – with products and services that span from registration, to patient care, to patient follow-up. 
  • Transparency - There’s a lot to be said about a company that is upfront about costs and the services it provides. This is especially important if you decide to outsource your billing. You should be able to maintain ownership of all billing data, with full visibility into your A/R, and have access to comprehensive reporting and analytics.
  • Security - Your patients trust you with the most sensitive and personal details of their health. Maintaining that trust is everything when it comes to patient relationships and the reputation of your business. It’s crucial that you choose a partner that is in compliance with government privacy laws and HIPAA regulations. Ask about cybersecurity and infrastructure support too – well-rounded solutions also provide these services to help you manage PHI.
  • Staying Ahead of The Game - The healthcare industry is constantly changing, and so will the needs of your business. That’s why it’s so important to have a billing partner that moves with you to keep up with the challenges that your practice will face. Companies that offer solutions centered around the patient experience – like online payment portals and patient payment plans – recognize a huge pain point the industry is facing in terms of patient financial responsibility.
  • Validation - It’s great when a company’s services are validated by third-party organizations, but what about current customers? As you narrow your search, it’s helpful to look for client testimonials and case studies on each company’s website. That’s where you’ll find honest opinion. If they don’t provide them online, call and ask. A company willing to provide you with the email or phone number to a current client is often times a clear indicator of their client relationships and level of satisfaction.

  • At the end of the day, no matter what company you choose, a knowledgeable and supportive team is your greatest asset, whether it’s support and implementation for an in-house solution or for an outsourcing billing company. You’re entrusting a third party with one of the most important parts of your business. A billing and practice management provider is the equivalent to a partner, and should be as interested in ensuring the success of your business as you are.

    For In-House Billing: You can find more information here. We'd love to talk to you about why more than 40,000 physicians the country trust ImagineSoftware. 
    For Outsourcing: Contact us! We'd love to send you a list of reputable billing companies using ImagineSoftware.

    A 5 Minute Brief On The MACRA 2018 Proposed Rule

      Only three days ago, CMS released the much anticipated proposed changes to MACRA, after expectation that the Trump Administration would put its mark on value-based payment implementation efforts. It’s another doozy at 1,052 pages, so let’s dive right into what it’s all about and who will be affected. 

      What's the new proposed rule? Exemption for many (CMS believes a little over 130,000) small providers participating in MIPS by increasing their low-volume threshold to $90,000 or less in Medicare Part B charges or 200 or less Medicare patients annually. 

      Why was it released? Basically, CMS is showing their flexibility by conceding to the needs of physicians around the country. Giving them more time to prepare for reporting will hopefully reduce administrative burden – especially to those small practices – and allow them more time to focus on their patients. There has been a lot of clinician concern around spending too much time filling out paperwork instead of concentrating on caring for their patients (Which is a shame, since MACRA was created for Value-Based Care). However, the American Medical Association’s President David Barbe said it best: “"Not all physicians and their practices were ready to make the leap, and many faced daunting challenges. This flexible approach will give physicians more options to participate in MACRA and takes into consideration the diversity of medical practices throughout the country.”

      There are other added benefits. A lot, actually. CMS is really making an effort to make reporting easier for practices of all types. 
    • Physicians will be able to participate in MIPS through Virtual Groups, giving them the opportunity to work with other small practices and combine their administrative costs. 
    • Continuation of the "pick your pace" option for implementation of MIPS data reporting in 2018. 
      Continuing to allow the use of 2014-edition Certified Electronic Health Record Technology.
    • Small practices can receive extra bonus points within the Composite Performance Score for MIPS to recognize their value to communities where they practice. 
    • Adding the option for physicians to use facility-based scoring for facility-based clinicians such as hospitalists.
    • For physicians at small practices, adding a new hardship exemption for the advancing care information data-reporting category.

    Optimism is high. CMS previously predicted that approximately 13% of solo physicians and 30% of small practices (2-9 physicians) would receive a positive payment adjustment under MIPS. With added flexibility by the proposed rule, it’s now predicted that 80% of small practices will receive a positive or neutral payment adjustment. 

    Not out of the woods yet. The proposed rule eases the burden of reporting requirements significantly, but small practices still face challenges. Christopher Stanley, director at Navigant, said, “Readiness will still require investment in technology such as healthcare IT, people such as care coordinators and data support, and process such as establishing a Virtual Group. The proposed rule does not give a pass to rural providers—it simply opens the door that they will still need to walk through." 

    So, what now? This is an opportunity for smaller practices to take time preparing. Don’t forget, the deadline for submitting public comments on the proposed rule is August 18, 2017. The Final Rule is expected to be released in the fall! 

    Radiology Partners Interview

    Radiology Partners is a multi-state hospital-based practice, with more than 350 radiologists serving approximately 280 hospitals and outpatient centers nationwide. They offer diagnostic and interventional radiology services, with on-site and remote reads by local radiologists.

    With HonorCare, an affordable patient payment plan, Rad Partners saw results right away. It streamlined and automated payment processes for the company, while saving patients money and making it easier for them to pay their medical bills.



    #ImagineTheConference Electrifies

    Recently, ImagineSoftware’s 2017 Client Conference concluded for the over 300 attendees, sponsors, speakers, guests, and Imagine team members who traveled from as far away as Alaska and Hawaii for three days of education and networking in Imagine’s headquarters of Charlotte. 

    It was certainly one for the books!  Fittingly, with this year’s theme focusing on taking users “Above The Storm” to tackle healthcare reform and react to ever-changing industry conditions, the overall event seemed to truly embody this concept.  Not only did we break records with the highest ever total number of attendees, we also rolled with the punches as a hotel-wide power outage during opening day made for a few “imaginative” (pun intended) modifications and allowances by all. 

    industrysympNevertheless, we were able to stay on track with the program, welcoming an impressive panel of esteemed speakers for Wednesday’s Executive Leadership Symposium.  Addressing issues such as healthcare technology, regulation, consumerism, transparency, and leadership, panelists included Sam Khashman, CEO of ImagineSoftware; Russell Thomas, CEO of Availity; Dr. Arl Van Moore, Vice President of Charlotte Radiology; Michael Hershman, CEO of the Fairfax Group; David Miller, Chief, Office of Private Sector Strategic Initiatives Unit, FBI Headquarters; and Robert Still, Executive Director of the Radiology Business Management Association, all coming together to discuss the current state of healthcare while looking towards the future.  

    Product workshops and roundtable discussions rounded out the afternoon, and wrapped up with Data Media Associate’s visionary-sponsored welcome reception, where attendees enjoyed food, drinks, and “hot” topics of conversation.  Luckily, the power returned during the reception and with it, air conditioning!
    Then it was on to Thursday, which kicked off with a bang by showcasing general and breakout sessions across four separate tracks, highlighting different products and services, as well as industry-focused presentations from more featured guest speakers.
    Clients shared feedback and personal understanding, providing fellow attendees with awesome ideas they could take back to their office. The Experience Room was also open throughout the conference, getting users hands-on with the system and offering opportunities to ask questions from the Imagine team. 
    That evening, a Carolina Craft Beer Tasting event sponsored by TriZetto Provider Solutions preceded Imagine’s Client Appreciation Dinner & Awards Ceremony at Flight Beer & Music Hall, where guests enjoyed lots of food and fun, with live music, games, dancing, and even a little karaoke thrown into the mix! 
    Final sessions the following day ushered in substantial industry issues, like cybersecurity and important MACRA updates, before concluding with a thought-provoking keynote on what leadership in aviation and healthcare have in common.

    The 2017 conference is being called a “great gathering”, a “mind-meld”, and a “wonderful experience” with a “truly great group of people” by this year’s attendees.  But perhaps the perfect way to sum up a truly unbelievable conference, and why we here at Imagine do what we do, was this statement made by President & CEO Sam Khashman during his opening general session: “As a pilot, we think about the center of gravity. ImagineSoftware’s center of gravity is you, our focus is you…our client.  We never forget who we work for.  Without our clients, we’re just a software company.  You are the reason we’re successful, thank you for allowing us to serve you.”

    Until next year, Imagine On!


    Pssst – want to see the session presentations you may have missed?  Check them out on ImagineNation!


    5 Things You Should Know About Charlotte Before #ImagineTheConference

    When I started working for ImagineSoftware, I had no idea how much I would fall in love with both the company and the city Charlotte. I’m a small-town girl... really. I was raised in a town with two stop-lights. So you can imagine my excitement moving into the big metropolis of Charlotte, NC. It’s definitely a young, thriving city that’s very welcoming to newcomers (I’m convinced we have the nicest Uber drivers ever) but there are a lot of interesting things visitors may not know about Charlotte. Here are some of my favorite quick facts about the Queen City, and a few tid- bits for you to keep in mind during your time here at the Client Conference!

    Uptown or Downtown? What you would normally call “Downtown” Charlotte is actually referred to as “Uptown” here, much to the confusion of basically everyone who isn’t a local. I’ve lived here for almost two years and I still catch myself saying things like, “Let’s go into downto – er, I mean, uptown for dinner tonight.” It’s because central Charlotte sits at a higher elevation than the rest of the city. So, on your way to the Marriott City Center, you’re literally driving up to town!

    hornets lakana 20161028211729062 5779693 ver1.0 640 360

    Buzz City. You’ll notice everywhere you turn, even sometimes emblazed on the side of police vehicles, a logo with a purple and teal hornet on it. That’s our NBA team, The Hornets. Why an insect, you may ask? Back in 1780, when British General Charles Cornwallis marched his men through the city during the Revolutionary War, he met a strong resistance by local residents which he went on to call “a hornet’s nest of rebellion.” Well, we took that and ran with it. The city has definitely embraced his words! You may hear Charlotte also referred to as “Buzz City”. That one is pretty self-explanatory! Speaking of, North Carolina is CRAZY about sports. The Hornets, Panthers, Checkers, Knights, Tarheels… you name it. Our office has a lot of hard-core NC sports fans! 

    charlotte nascar hall of fame

    Start Your engines... On the way to the Marriot City Center, chances are your Uber will take you near the 150,000-square-foot NASCAR Hall of Fame. It’s basically an interactive entertainment attraction that honors the history and heritage of NASCAR. I have a soft spot for the Hall, since it was the location of my first ImagineSoftware Vision Day last year! Just down the interstate, Concord, NC is the home of the famed Charlotte Motor Speedway which hosts three of NASCAR’s biggest annual events: The Coca-Cola 600, the Bank of America 500, and the NASCAR Spring All-Star Race. Yeah, our city loves NASCAR! 

    Carolinas Aviation Museum

    Taking in The View From Above. Remember back in 2009 when Captain Sully had to make an emergency landing on the Hudson River? Now you can see it on display at the Carolinas Aviation Museum! Every now and again, a few passengers and crew members will swing by the museum for meet and greets with visitors. If you signed up for the Aviation Museum Excursion, make sure you check it out! 

    Bank of America Uptown

    Money, money, money.
    Charlotte is well known for its major contributions to the U.S. Financial Markets. It’s actually the second largest major banking city in the country with – can you guess it? – New York City of course taking the lead. Bank of America Headquarters and the East Coast operations of Wells Fargo (formerly known as Wachovia) are here. Not only that, there are actually 10 Fortune 500 companies that either headquarter here or have corporate operations in the city! Others including Lowes, Family Dollar, and Chiquita Brands International.

    Haven’t had enough? Well, you’ll just have to wait and see the city for yourself next week! The team can’t wait to welcome you all to our wonderful city. Until then, Imagine On! (Pssst... Once you're here, don't forget to use #ImagineTheConference when you post on social media!) 

    ImagineInsight: Healthcare Consumerism and Patient Payment Portals

    ImagineInsight provides a glimpse into the people behind our software solutions. It features commentary on a wide range of topics including challenges facing the world of healthcare, new product launches, and how Imagine can help providers navigate this ever-changing industry.

    Nick DiCristo, Vice President of Business Development, and Martin Grist, Director of Excellence, join us for a little humor, a little conversation, and a lot of discussion around healthcare consumerism.

    Now more than ever, patients are looking for a healthcare experience similar to other shopping experiences in their lives. Quality care combined with a convenient way for patients to pay their bills is what is needed to differentiate providers from others in their respective specialties.

    Watch this episode of ImagineInsight to learn more about meeting healthcare consumerism with best practices and why you should offer patients and online payment portal with ImaginePay!

    5 Tips To Fix Medical Claim Pain Points

    Let’s face it, claim denial is a universal issue for ALL providers. It’s not a money monster that picks and chooses its victims. The American Medical Association recently reported that between 1.38 percent and 5.07 percent of claims are denied by payers on first submission. While it seems like a small fraction, that could mean significant bottom-line loss in the long-run. Even for a small practice, we’re talking hundreds if not thousands of denials each year leading to lost revenue and more staff time dedicated to appealing those claims. Sure, your claim may end up paid, but often times specific services are denied or reimbursement is reduced, particularly if your specialty (like a radiologist or free-standing ER) submits on multiple sites, payers, and patient tests. The trick is to make sure claims are clean the first time around. 

    Make the move to electronic submission if you haven't already. Electronic claims take 30% less time to process compared to paper. It eliminates routine and time-consuming manual staff work and reduces error, so your claims are much more likely to be correct the first time, leading to increased cash flow! If you need help making the transition, ImagineAppliance uses automated timers and natural language processing so that little human intervention is needed to process a claim. It acquires demographics, charges, checks against payer rules, and submits for payment. 

    The air traffic controller of claim submissions. Making the transition to electronic claims is great, except for the fact that now you no longer have the US Postal Service to transmit for you. Enter clearinghousesthey’re basically electronic, HIPAA compliant hubs that allow practices to transmit claims to insurance carriers. Not only that, they also scrub each claim, inspecting for error and any potential denial triggers. If there are mistakes, the clearinghouse alerts you on what should be corrected. Once the claim passes inspection, it’s sent electronically to the insurance carrier through a secure connection, and you’re reimbursed!

    Facilitate communication between your staff. Frequent communication between your front and back end staff goes a long way when it comes to denial management and preventing error. Often times, there’s a disconnect between the two, causing inaccurate documentation. Clinicians must learn how to document all the right information necessary to support optimal billing, but they can't do it without the help of coding and billing staff. It sounds simple, doesn’t it? However, this step is often overlooked. Schedule weekly or monthly meetings if necessary. That way, everyone is on the same page and front to back end communication runs seamlessly. 

    Train staff best practices. At the end of the day, whether or not you have top of the line software to support your claim management, your staff will ultimately determine the fate of your denial rate (we’ll get into that in a second.) Make sure staff is trained on what it takes to generate a clean claim, and why claims are denied in the first place. Train physicians to document properly and select correct procedure and diagnostic codes. For new hires, send them to educational seminars once or twice a year so that they can keep up with documentation requirements and changes. Consider organizations like RBMARSNAEDPMAACEPHBMAand MGMA that also offer online documentation resources, so that no matter what, you have access to updated requirements for your specialty.  

    Track your progress. 
    New solutions and processes are one thing, but it’s another to quantify your progress. Calculating the denial rate is a great start; it’s the percentage of claims denied by payers during a given period, which will give you a sense of your revenue cycle management process’s effectiveness.
    To calculate your practice’s denial rate, add the total dollar amount of claims denied by payers within a given period and divide by the total dollar amount of claims submitted within the given period. A low denial rate indicates a healthy cash flow. The industry average is between 5-10

    Managing medical claims is tough, but with the help of these tips and by keeping track of your progress, you can mitigate frustrations and start being paid what you’re owed! 

    Discover more of ImagineSoftware's claim management solutions on the Imagineteam products and services pages. 

    • Medical Practice Management System
      Medical Practice Management System


      Medical Practice Management System

      ImagineBilling™ Practice Management Software improves cash flow, simplifies processes and provides unprecedented, real-time productivity monitoring by streamlining the billing/collections workflow to help clients achieve peak performance and measurable results.


      Meeting the needs of hospitals, medical practices, and billing companies across the country, the Imagine system enhances everyday applications within the billing process, reducing the lifecycle of claims to increase practice profitability. Easy-to-use navigation, grouping of like information and class together, automatic adjustment of screen size and resolution, and recent account retrieval all work to leverage staff capabilities for building efficiency and adding value while applying high quality standards to data integrity.

    • MedFM

      Boost Productivity
      and Reduce Costs

      ImagineMedFM™ is a comprehensive medical management software solution for medical billing and practice management services. MedFM delivers unsurpassed flexibility and user productivity in a dependable, user-friendly system.

      Flexible Deployment Options Based on Your Management Needs

      MedFM has the dual ability to be used as an in-house solution or can be available on-demand at a low monthly subscription fee – hosted in the cloud – allowing you flexibility in the management of your practice.