Client Story
A mutually beneficial partnership: PIH and Managed Services
Setting PIH Health up for success through Managed Services
The Managed Services team has been adding significant value to PIH Health since 2004. "We have an extremely strong relationship with the PIH Health team. We do a lot with them and for them. They feel that the heavy investment in healthcare IT is enabling their business objectives," said Jason Fischer, Managed Services/PIH Health CIO.
What started as 30-40 employees has grown to nearly 120 on-shore and 40 off-shore employees, making PIH Health the second largest Altera Managed Services site. The team supports three hospitals as well as all outpatient medical services, Altera solutions as well as hundreds of other products. In addition, the team provides full infrastructure services, analytics, security operations and runs their enterprise program management office.
"Altera Managed Services and PIH Health have been seamlessly integrated for many years. We have established relationships built on outcomes at every level of the organization. Altera Managed Services full IT outsourcing has a track-record of successfully enabling all PIH Health's operational, tactical and strategic goals," said Fischer. During the June 2022 Sunrise activation, Sunrise replaced 15 total applications including a full set of clinical and revenue cycle solutions.
Improvement in check-ins completed prior to visit
Phreesia Enhanced Mobile solution also enabled a 27% reduction in no-show rate
Average pre-visit payment collections doubled
From $77k (January-March) to $168k (April-June)
Managed Services produces significant results
Sunrise Financial Manager go-live
In June 2022, PIH Health Good Samaritan Hospital went live on Sunrise Financial Manager, a patient accounting system that is part of the core Sunrise product suite. Phase One included deployment to PHGSH in conjunction with the rollout of Sunrise and Sunrise Access Manager for clinical documentation and registration/scheduling. Efforts included review and streamline of charge masters throughout the organization and enables users to direct charges to appropriate cost centers rather than defaulting to central supply. The go-live at PHGSH eliminated the use of MEDITECH and is the first step toward an enterprise-wide patient accounting system. Phase Two includes deployment to PIH Health Whittier Hospital (PHWH) and PIH Health Downey Hospital (PHDH) in the upcoming months to replace the legacy Med Series 4 patient accounting system.
Establishing policy management
The IT/IS team successfully implemented PolicyStat, a cloud-based application that enables PIH Health team members to standardize policy processes across the enterprise. Established naming convention/structure and templates are standardized across the enterprise to simplify the searching process for policies regardless of the PIH Health entity. Efforts also comprised the review, consolidation and standardization of policies when applicable.
Implementing an enterprise-wide credentialing software
To streamline the physician credentialing process, the team implemented the MD-Staff Credentialing system to replace the end-of-life Midas Seeker application. Additional modules within the system provide the ability for online applications and virtual committee reviews. This eliminates the need for paper packets to be printed, mailed to physician and then mailed back to PIH Health-reducing turnaround times for approving and credentialing physicians.
Enhancing ambulatory systems and informatics
The IT/IS team implemented Phreesia Enhanced Mobile solution, which enables patients to use their own device to check-in for appointments. The solution can also collect co-pays when the patient is checking in virtually prior to the day of appointment. Since activation in April 2022, PIH Health Physicians, a PIH Health physician group, has realized the following outcomes:
- A 42% improvement in check-ins completed prior to visit
- A 27% reduction in no-show rate
- Average pre-visit payment collections doubled from $77k (January-March) to $168k (April-June).
Expanding technological support through COVID-19
The Managed Services team successfully expanded telemedicine, reporting and communication capabilities during the COVID-19 pandemic. When COVID-19 initially started surging in early 2020, technology was quickly implemented for patient portal members at PIH Health as well as a telehealth platform called Doxy.me. These solutions continue to be used by patients and clinicians alike. The Managed Services team provided iPads for both patients and caregivers to connect with loved ones during visit restrictions. In addition to patient-centered enhancements, the team also modified PIH Health's EHR platforms to better capture COVID-19 data for documentation. This reduced the need for order and data entry.
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PIH Health and Managed Services: A mutually beneficial partnership
Since the early 2000s, PIH Health and the Managed Services team have provided the entire network with undeniable success. From implementing new and innovative solutions, to making a difference during COVID-19, PIH Health trusts Altera Managed Services to produce meaningful outcomes for patients and staff members. "For the past two decades, PIH Health has been fortunate to have a dedicated IT managed services partner in Altera Digital Health. The comprehensive support model the team provides, not only in IT services, but also in project management and strategic planning, has been a key driver in allowing PIH Health to focus on our patients and achieve important initiatives," said Dr. Davis Lee, PIH Health CMIO.
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