Imagine Case Studies

Case Study: PBS of Central Illinois

Rodney Leggett, Business Manager, Client Success Story | 2017

The Selection of ImagineSoftware

According to Rodney, "Imagine was the logical choice. I talked to many ImagineSoftware customers that shared stories about the efficiencies they experience using the software. I went on site visits and saw first-hand how much labor Imagine saved clients like PBS."

"Imagine was the logical choice. I talked to many ImagineSoftware customers that shared stories about the efficiencies they experience using the software. I went on site visits and saw first-hand how much labor Imagine saved clients like us."

The Challenge: Eliminate Billing Inefficiencies and a "Mind-Dumbing" Workflow

Rodney Leggett, Business Manager, experienced inadequacies within the company’s billing workflow since he joined PBS of Central Illinois, Inc. in January of 2014. At the time, PBS used CPU Medical Management Systems with Laserfiche to scan documentation. Rodney soon discovered that their workflow was paper and flat file driven, leaving a paper trail of inefficiency.

PBS had six coders on staff as well as outsourced coders to assist in handling the workload. In addition, there were eight staff members supporting phone and follow-up activities, plus twelve employees completing data entry to register patients. Rodney described the entire workflow as a "mind-dumbing experience."

With the arrival of ICD-10 and various industry changes, the combination of CPU and Laserfiche was insufficient. In addition, it would cost PBS $150,000 to upgrade their current solution. In order to address labor and licensing challenges, Rodney began looking for a new medical billing system.

"Now that we’ve made the transition, my staff loves Imagine. Since the beginning of implementation in June 2017, we’re seeing the efficiencies we wanted all along."

The Solution: Making the Transition to ImagineSoftware

PBS began ImagineSoftware implementation June 1st, 2017. Since then, as Rodney describes, "The staff loves the product. We've become more efficient as roles have shifted in order to provide better patient support." Following the implementation of Imagine, five staff members now answer phones, eight employees provide follow-up support and the remainder provide payment follow-up. In addition, PBS was very pleased with ImagineSoftware support.

"[Imagine] solves a $7 million problem for us. I don’t have statements going out mindlessly to patients when they shouldn’t be. It’s not just about cost-savings, it’s incredibly efficient."

The Results: Reliable Automation of a complex Billing Process

In the few months since ImagineSoftware implementation, PBS's follow-up efforts are now being completed and are no longer backlogged. As Rodney mentioned, "We’re finally getting caught up. The volume of inbound calls has decreased significantly. Coders can code directly into Imagine, instead of transferring data from one piece of software to another. The team is using ImagineAppliance for additional data support and electronic exchange with TrueICE. I now have the ability to view any report I want through Imagine’s dictation system, instead of going to the clinic to obtain reporting."

ImagineSoftware is able to identify A/R associated with PBS's State plan, formerly a $7,000,000 issue for the company, by attributing the appropriate A/R to the plan and removing the process of mailing erroneous statements that upset patients who are waiting for their health insurance plan to cover a medical expense.

"The conversion to Imagine was very smooth. The software is extremely efficient, and the implementation team really gets things done, I have been very pleased with their effort."