Novant Health

Business office, patient registration

Novant Health is a not-for-profit, integrated healthcare system in western North Carolina that serves more than 3.4 million people in 32 counties. Novant facilities and physicians participate in virtually every managed care plan, which provides local employers and consumers with a significant degree of choice in the marketplace. With this diversity of choice comes a complex explanation of benefits (EOB) process. Novant employed ImageNow to eliminate the costly activity of EOB retrieval while turning request response time from days into seconds.

The Challenge

• Costly overhead to pay temp staff to perform hands-on EOB retrieval
• Slow, manual process delayed turnaround of EOB requests, often by days
• Difficult for analysts to review snapshot of patient account history
• Paper-based files limit accessibility and complicate document routing process

The Results

• Eliminated three FTE positions and staff outsourcing costs
• Enabled insurance and account reps to pull up EOB information instantly from their desktops, reducing turnaround time to seconds
• Provided analysts access to account history with one click for quick assessment of payment issues or conflicts
• Automated secure capture and indexing of key documents at point of service, making them electronically available to appropriate staff facility-wide