January 19, 2023
With over 16 subsidiary brands across 5 states, this leading behavioral health company has leveraged OnCall to deliver and manage virtual care programs since 2019. It was important that they had a sleek and easy-to-navigate patient portal that made finding and accessing care seamless for patients from every state. Patients could see their upcoming appointments, book new ones, fill out forms, and access content in between sessions. The company was very satisfied with the implementation of OnCall’s system into their tech stack, and patients began booking appointments in volumes not previously seen. During a 10-month period, more than 8.8K appointments were scheduled and over $120K was billed through OnCall’s platform.
However, it became apparent in late 2020 that the company needed to integrate their EHR, CareLogic, with OnCall in order to continue delivering high quality virtual care. The integration would mean that patient and appointment data stored in CareLogic would flow into OnCall. Not only was this integration necessary to standardize data between platforms and reduce human error, the integration meant reducing staff time spent on manual tasks. Instead of entering the same patient data into multiple platforms, staff would only have to enter data into one platform with the information being automatically shared with other software. Enhanced efficiency is a key goal for the company, and with over 45 staff using OnCall’s integration with CareLogic, the reduction in time spent on manual tasks meant the team could focus on caring for more patients in more areas.
Another major integration milestone for the company was the ability to verify patient benefits prior to scheduling a patient’s first appointment. To do this, the patient would complete a request for treatment through the company’s branded booking page, which was created by OnCall. After choosing the type of treatment they want, the booking page automatically sends the correct forms and files to the patient, including insurance verification documents, payment forms, and consent. If a patient doesn’t complete their forms, the company’s intake team uses OnCall’s instant messaging tool to correspond with the patient to ensure they are able to complete forms. If the patient needs assistance, the intake team is able to help through the company’s branded patient portal. When the first instant messaging appointment is scheduled, insurance information is validated within OnCall and appointment information such as date, time, and modality is sent to the patient. Patients are sent appointment reminders 24 hours and 1 hour in advance of their appointment to ensure fewer no-shows and late cancellations. To date, over 290 data flow requests between OnCall and CareLogic have been made. This means that over 290 pieces of information have been automatically shared between OnCall and CareLogic—a major efficiency win for the company.
Insurance verification is only the start of the company’s integration plan with OnCall. OnCall’s integration with CareLogic will need to accommodate the company’s 2023 growth plans, as they launch new treatment offerings with new teams and workflows across several states. To do so, OnCall’s Customer Success Team meets with the company’s IT leaders every week to review integration needs, key performance indicators, and answer any technical questions the company might have. OnCall’s Solutions Engineer, an expert in EHR integrations, has created a plan to complete OnCall’s integration with CareLogic, including setting up multiple workflows with unique criteria in OnCall that can seamlessly pass unique workflow and patient information to CareLogic. For example, PHQ-9s for one treatment program may differ slightly from another, and OnCall’s ability to capture and share information from different files is essential for the company’s providers. By having this unique information readily available to them, the company’s providers can better track and improve clinical outcomes for every patient.
OnCall’s integration with CareLogic makes managing and delivering care easier for the company’s providers, administrators, and patients. Their patients no longer have to repeat medical history, providers no longer enter information into multiple systems multiple times, and administrators can focus on assisting patients through the admissions process. A better patient experience means higher patient retention, and OnCall’s integration with CareLogic has made this a reality for the company.