CASE STUDY: University Medical Associates of Aiken
Before she came on board as office manager for University Medical Associates of Aiken, Jessee Faulkner worked for a laboratory. As the interfacing go-between on the lab side of EMR data sharing for physician practices, she learned what it takes to deliver exceptional support. From her experience, Tangible Solutions nails it.
“Tangible’s technical support is always excellent,” Faulkner says. “When I need something they are an easy phone call away. Having them as a conduit gets us exactly the outcomes we expect.”
As with most practices that work with EMRs, the professionals at University Medical Associates are trained in how to use a lot of applications and master system navigation. “But because some of the things we have to do happen infrequently,” Faulkner says, “we rely heavily on Tangible to refresh our memories from an administrative standpoint. In cases when we can’t find an answer, they will go straight to the vendor for us.”
Faulkner also praises Tangible’s dedication to sharing information about vendors with progressive practices like hers. Most recently University Medical Associates of Aiken relied on them for meeting the measures CMS put in place for quality reporting systems under MACRA (Medicare Access and CHIP Reauthorization Act). Tangible put her in contact with the registry that works with her EMR to achieve documentation reporting.
“It was a scary, new thing that everyone was facing, and we initially experienced communication issues with the new vendor. Tangible proved to be the ideal conduit between us and the registry. Without Tangible, I would have been in a constant state of anxiety for six months ahead of the March 31st deadline. Tangible would push, persevere and stay on the phone until somebody answered my questions. Having reliable support is a key factor in staying on top of where we are in our measures, making sure we get paid, and achieving our larger goal of providing value-based medicine.”
Faulkner says Tangible is also really good about giving her options to what the EMR is offering for capabilities like patient engagement. “Office managers face a great many patient requests that can be costly for a practice, including website functionality, ability to pay online, self-scheduling, and ease of texting to the office. Tangible works with all kinds of practices to find the best solutions and make sure all of us are meeting patients’ needs as cost effectively as possible. We want true solutions, not just a vendor that’s checking off the boxes for various requirements. Tangible ensures that we have the knowledge to identify a quality solution as opposed to a ‘duct tape’ product.
“If you need a go-between to light a fire under the registry and calm your fears about making a reporting deadline, Tangible Solutions is most definitely the way to go.”
About University Medical Associates of Aiken
Serving patients in Aiken, S.C. North Augusta, S.C. and the surrounding areas, University Medical Associates of Aiken offers dedicated healthcare to every member of your family. The goal of this family practice is to deliver healthcare with results through a patient-oriented philosophy which employs an aggressive, direct, and proactive approach to well-being and living; an uncommon physician-patient relationship of shared goals; and shared responsibility towards better health.
About Tangible Solutions
Tangible Solutions is a premier healthcare solutions provider serving practices of all sizes throughout the US. Our Happe-branded services offer a range of solutions for physician offices, reference labs, state registries, imaging centers and many other healthcare service providers.
Whether the need is to enhance an EMR system with patient engagement functionality, provide interfacing to other providers or registries, or help achieve maximum incentive payments from value-based programs, our staff stands ready to meet your need. Our success and growth is rooted in a deep commitment to providing outstanding customer service and support. That means we work to develop a lasting relationship as your trusted partner, ready to take on the technical challenges you face every day.