November 2008 Newsletter
Evolution of New EDI Clients:
Our Goal—Winning Your Trust!
Quadax listens to our clients, we learn from our clients, and we keep listening. This has allowed us to gain new business while maintaining our existing relationships. Our clients go through a journey, an evolution so to speak, and as we assist them through this process, we realize there is much for which our clients need to be prepared. We have to anticipate needs, be ready with a solution, and handle every situation professionally. Our utmost goal is winning your trust.
Trust doesn't happen just because a contract has been signed to initiate the relationship. At this beginning point, there is a lot of anticipation; commitments have been made and changes put into motion. Expectations are high! Quadax becomes fully immersed at this "kick-off" stage as we introduce our Xpeditor Implementation Team (XIT), who surround you with experience from a technical, workflow, and overall project level.
Pre-Go-Live, Quadax works to maintain the excitement and enthusiasm by walking you through the implementation process step by step. We follow a well-defined implementation checklist with an eye for meeting your deadlines. Our personnel will work with you through the workflow phases and prepare you to "go-live" — putting Xpeditor into production.
The "go-live" can be thought of as a potentially volatile event. Anxiety can be manufactured simply based on the unknown. We have been there many times, and we can coach you through this process. Until you've experienced it, it is so hard to believe that "go-live" day is typically a non-event! Our XIT and Service teams will be there with you.
You did it! You made the switch; you turned your EDI over to Quadax and Xpeditor. Go-live was uneventful . . . there is always this incredible sense of relief! We get comments like, “Could it have really been this easy?", "Why didn't I do this earlier?”, and "Quadax did everything you said you would do!" Everything is going smoothly, but…
Here it comes; you encounter an untested process which was somehow overlooked. It slows other processes down. The billing staff forgot what they were trained on two weeks earlier, and you are not sure what to do. Remittances have started, “payer rejections" are appearing, and what are these ASP claims? It seems a new state of confusion sets in as all the production processes and changes start to impact long-standing routines. Again, we will be there through our CSC (Customer Service Center) and Service teams to guide you and assist you through acclimating your staff to Quadax and Xpeditor.
With Xpeditor churning away daily in full production now for two to three months, "stuff" continues to surface. "We didn't used to get this error," or "why aren't your edits catching and stopping my claims," and finally, "my previous vendor didn't handle it this way." Skepticism or possibly a "temporary insanity" sets in ever so briefly, on occasion pushing clients to pine for the way things used to be. In reality, the client's clean claim rate is significantly higher, errors are reduced and staff is "touching" fewer claims than in their previous life. There are more remittances being posted and cash flow is up. Most importantly, the client has seen more Quadax representation onsite in the past three months than in the previous three years.
The "honeymoon" is long over, as are all implementation hurdles. Quadax and Xpeditor are delivering as anticipated; what were changes and departures are now routine and familiar. Answers are easier to find utilizing all the tools and resources provided, yet there is a sense of security, ownership, no . . . partnership that develops with Quadax. Communication between "partners" matures and is ever more effective with a growing overtone of confidence.
Whether it is assisting a client through a transition from UB92 to UB04, through NPI implementation, or a change in HIS vendors, our clients realize that we will be there. We will get them through industry changes and internal changes alike. Our product updates deliver timely responses to workflow needs and revenue cycle management solutions, and continue to meet and satisfy complex billing processes. Our clients realize we are there, growing with them, meeting their needs, and continuing to add value to our relationship. Our clients turn to Quadax again and again. They trust us.