Healthcare

How an Urban Hospital Network Saved $4.5M Annually with MyOutDesk

Who We Worked with on the Challenge

A sprawling network of five hospitals serving over 2 million residents in a major metropolitan area, was grappling with the mounting pressures of rising operational costs and inefficient administrative processes. With an annual budget exceeding $1 billion, even small inefficiencies were translating into significant financial burdens.

The newly appointed Operations Leader was tasked with the objective of streamlining operations without compromising the quality of patient care.

What the Client Needed

After an extensive audit of their operations, MyOutDesk’s experts identified that a substantial portion of their clinical staff’s time was being consumed by administrative tasks, leading to burnout and reduced patient face-time.

While anesthesiologists spent 9 hours on paperwork weekly, rehabilitation physicians invested a staggering 19 hours. 18 of 23 specialties within the hospital network dedicated 14+ hours weekly to administration. It was a healthcare network where doctors treated paperwork more than patients.

How MyOutDesk Helped

MyOutDesk stepped in to implement a comprehensive virtual team solution. The implementation was phased over two months, starting with a pilot program in their busiest hospital before rolling out across the entire network.

The first phase involved deploying a MyOutDesk Virtual Scheduling Team. This team, armed with scheduling software, took over the task of managing appointments across all five hospitals.

• They were able to view real-time availability of all providers and diagnostic equipment, allowing for optimal scheduling that minimized wait times and maximized resource utilization.
• The virtual team also implemented a proactive rescheduling system, reaching out to patients 48 hours before their appointments to confirm attendance or reschedule if necessary.

Next, a team of MyOutDesk Virtual Medical Billing Specialists was integrated into their revenue cycle management process.

• These specialists, well-versed in the latest EHR practices and insurance policies, meticulously reviewed claims before submission, significantly reducing errors and accelerating reimbursements.
• They also took on the task of following up on denied claims, working diligently to resolve issues and resubmit corrected claims promptly.

The final phase involved the implementation of MyOutDesk Virtual Care Coordinators.

They also facilitated smooth transitions between different care settings, reducing the likelihood of readmissions due to gaps in care.

These coordinators managed post-discharge follow-ups, ensuring patients adhered to their care plans and had access to necessary resources.

Results

1. Within a year of full implementation, the hospital network saw a remarkable $4.5 million reduction in annual operating costs.
2. Patient satisfaction scores soared by 35%, driven largely by the improved scheduling efficiency and post-discharge support.
3. The streamlined billing process led to a 25% reduction in administrative costs associated with claims processing and follow-ups.

Perhaps most significantly, provider productivity increased by 20%.

Freed from the burden of administrative tasks, clinicians were able to spend more time with patients, leading to improved care quality and job satisfaction.

One of their operating leaders noted,

“MyOutDesk virtual teams have not just improved our bottom line; they’ve reinvigorated our clinical staff. Our providers now have the time and energy to focus on what they do best – providing excellent patient care.”

The success at Urban Hospital Network serves as a compelling example of how MyOutDesk’s virtual teams can address the complex challenges faced by large hospital networks, delivering substantial improvements in both operational efficiency and care quality.