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SYS-CON MEDIA Authors: Trevor Parsons, Jnan Dash, Kevin Jackson, Peter Silva, Greg Wind

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Availity Revenue Cycle Management Garners Outstanding Customer Satisfaction Ratings

“Our Client Account Manager is off the charts!” captures the spirit of Availity’s annual revenue cycle management customer satisfaction program. More than a survey, Availity’s program focuses on putting the customer first by identifying and responding to key needs and opportunities for improvement throughout its business, with its Client Account Managers (CAM) playing a central role.

“One thing we have learned over the years is how important trusted relationships are to our clients, and our CAM model represents that trust,” said Scott Herbst, senior vice president of provider operations for Availity. “With so many products in the market being very similar in terms of features and functions, clients put greater emphasis on how they are treated by the vendors they do business with, and that is reflected in the ratings our customers give us.”

Availity measures client satisfaction on a monthly basis using the Net Promoter® Score (NPS) system, developed by Fred Reichheld of Bain & Company in collaboration with the company Satmetrix. The program of choice for many Fortune 500 companies, NPS not only measures customer loyalty, but is also considered a good predictor of corporate growth efficiency. Experts maintain a score of zero is generally good, while a score of 50 or higher is excellent. Availity’s NPS for revenue cycle management has averaged scores higher than 60 since the program was implemented.

“The scores are terrific and something to be proud of; it’s a reflection that we’re doing things right,” noted Herbst. “Just as important is what we learn each month – it helps us know what to prioritize and focus on in the business.”

The methodology Availity uses for gathering customer satisfaction data provides Availity with a high confidence level in its results. “We retain an independent firm that performed over 480 in-depth surveys last year,” said Brian Kagel, Availity director of research. “The statistical validity and integrity of our approach ensures the data we receive is highly credible. This is so important – without accurate information, we could end up focusing on the wrong things and disappointing our clients.”

Herbst went on to offer tips to providers when using third-party reports that attempt to rank vendors based on client satisfaction. “Pay close attention to their methodologies and approaches. For example, sample size matters. Also consider whether the vendor rankings are segmented according to the kinds of customers they serve. A vendor who serves small physician practices may rank very high overall, but that doesn’t mean the vendor can – or was designed to – support the complex needs of a large, multi-specialty practice or health system.”

“The confidence we have in our customer loyalty results is the foundation of our customer relationship program,” said Russ Thomas, Availity CEO. “More than the score, the richness of information we are able to access and analyze drives so much of our business, from client support center improvements to product enhancements. And, it’s noticed by our clients.”

Availity also grew its number of revenue cycle management clients by 115% year-over-year in 2013, focused significant time and resources to ensuring a successful ICD-10 conversion for its clients, and delivered four new revenue cycle management product modules: denial management, comparative analytics, advanced claims editing, and automated secondary claims.

“We are delighted to be working with a growing number of physician practices, hospitals, and health systems, and delivering solutions to their most pressing problems,” said Thomas. “In keeping with the spirit of our company, we’ll continue challenging ourselves to do more so our customers can succeed.”

About Availity

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change. For more information, including an online demonstration, please visit www.availity.com or call 1.800.AVAILITY (282.4548).

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