Support helps ease transition to ICD-10

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Amy Shellhart By Amy Shellhart 
Director of Product Management, McKesson
A female nurse submitting ICD-10 claims

Supporting our home health and hospice customers in their transition to ICD-10 codes started about three years ago. Naturally, our approach has involved product updates, but we also understood that the transition would require changes to business processes throughout the organizations.

To help facilitate the business process changes, we worked with industry consultant DecisionHealth to sponsor a series of webinars and live chats exclusively for McKesson Homecare™ and McKesson Hospice™ customers. We also created checklists and other tools to use to help keep customers on track during the process. We even provided a case study profiling one customer and the process it went through to help ease the transition in its organization.

Throughout this time, we started making updates to McKesson Homecare and McKesson Hospice. Through regular phases, we updated our complete line of software applications, as well as the reports and custom interfaces that our home health and hospice customers had developed.

We conducted our own series of webinars to preview the changes we were making and instruct customers on how to set up their systems to use the changes in front-end testing and end-to-end testing.

Twenty-five customers participated in the ICD-10 End-to-End Testing Week, July 20-24, 2015. Participants had to apply with their MAC and be accepted for the test. After the event, we conducted an online survey (July 29 through August 10) to learn the results. Participating customers each submitted an average of 25 claims, reporting an average of less than one claim each that was rejected with either a 999 or a 277CA. No one reported any RTPs or denials on their test claims.

The ICD-10 End-to-End Testing Week took considerable planning and preparation. This was a great accomplishment for the group due to the learning curve inherent in being early adopters of the process. Overall, the test was successful for our customers. It provided an opportunity to gauge how prepared they were, allowed the testers to assess our readiness for ICD-10 codes and gave our team the opportunity to better prepare for when the rest of our customers would begin submitting claims. Based on the results, we were hopeful that all our customers would be successful with ICD-10 diagnosis codes on October 1, 2015.

Between November 10-16, 2015, we conducted an online survey of our customers, asking two simple questions: Have you successfully submitted claims to Medicare. and were those claims paid. Even at that early date, 97% of respondents had already submitted claims, and 82% of them said their claims were paid.

The success of our customers is vital to us, and with a change as monumental as ICD-10, we knew that their success would require a focus on people, process and technology. By ensuring that our strategy covered all three areas, we’ve been able to help support our customers successfully through the transition.

Read this case study to learn how Gold Coast Home Health & Hospice minimized productivity loss during the ICD-10 transition, and how your organization can do the same.

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