Carle Health handles 12% more accounts each month by eliminating time-consuming repetition from claim status workflows

Challenge

Carle Health, based in Urbana, IL, has over 100 Patient Financial Services (PFS) representatives who follow up with insurance companies on behalf of patients' outstanding or denied claims. PFS reps log in and navigate the various payer portals to check the status of a claim, submit additional documentation, or appeal denials. Thousands of times per month, reps take menial steps to locate the information they need before taking action.

Solution

Carle Health activated Teleport by Janus in 30 days. Teleport automates logging into and navigating payer portals to locate a claim, submit authorization, and perform everyday tasks. PFS reps launch Teleport without leaving their EHR/RCM. With a single keystroke, the rep is taken to the payer portal, logged in, and taken to the claim. Carle Health now uses Janus Enriched Claim Status to retrieve more detailed claim information from payers. Automation collects and normalizes the data into a standard format for and EHR/RCM. Carle Health imports the Enriched Claim Status data into Epic, and their workqueue routing defers claims that don't require action.

Results

In the first quarter after activating Teleport, Carle Health PFS reps used automation to quickly get in and out of payer portals over 33,000 times, or an average of 580 times per day. As a result, they now handle 12% more accounts every month. This new capacity results from a 40% reduction in time spent manually checking claim status on payer sites. 

"Two team members used Teleport all day and were able to get through over 100 claims! Much more than they would have been able to without it!”

— MANAGER, PFS

"I am so excited about the work we're doing with Janus! And I'm glad to see that the staff is immediately seeing the benefit and [we're] getting the benefit!”

— CHIEF REVENUE CYCLE OFFICER

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580 Teleport uses

per day

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+12%

accounts worked

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11,900 hours

of new capacity annually

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40% reduction

in manual claim statusing

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