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Customer Success Story

Organization:

OrthoGeorgia is a premier orthopedic practice located in Middle Georgia, employing 23 physicians and a team of 450 professionals. The organization provides comprehensive orthopedic services, including MRI, X-ray, durable medical equipment (DME), EMG, physical therapy, and occupational therapy, as well as its own surgery center. OrthoGeorgia’s slogan,"Orthopedic Excellence Here at Home,"reflects its mission to deliver high-quality services and contribute to the community. 

 

Beyond medical care, OrthoGeorgia supports its local community by providing services to schools and colleges and participating in charitable events. This strong sense of service and contribution is a driving force behind the organization's commitment to ensuring financial security by protecting against revenue leakage. As Revenue CycleDirector Chris Lindsey stated, “To provide great service, you must have the money to perform that service. That’s just the reality of business.”

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Objective:

The leadership at OrthoGeorgia recognized that fulfilling their mission to provide excellent care required not only medical expertise but also financial accountability. As Chris Lindsey explained, "To provide great care, you have to have the resources to do so, and to have the resources, you need financial accountability." A key area of fiscal responsibility is managing payments, ensuring that OrthoGeorgia is compensated according to contractual agreements and that denials and late payments are promptly addressed. "Getting paid correctly is crucial for sustaining our business," Chris emphasized. 

 

With approximately 40,000 lines billed each month, OrthoGeorgia needed an efficient solution to streamline claims management and reduce underpayments. The team understood that underpayments and denials were a problem—it wasn’t a case of ‘if’ revenue was being lost, it was a matter of determining how much revenue was being lost. This objective led them to seek a vendor partner capable of helping them discover, uncover, and recover their missing revenue.

Situation and Tipping the Scales:

While adding more staff was one proposed solution, Chris recognized that more employees wouldn't solve the underlying inefficiencies. “Improving efficiency was going to be the key to resolution,” he said. When evaluating potential partners, three priorities stood out: cost, technological capability, and trust.Chris noticed a wide discrepancy in pricing, with some systems charging exorbitant fees for less functionality. More importantly, OrthoGeorgia required a solution that could be customized to fit their specific needs, rather than settling for an “off-the-shelf” product. Lastly, it was essential to work with a vendor who genuinely cared about OrthoGeorgia’s success and was willing to adapt their system to the organization’s workflows. As Chris explained, "What tipped the scales for us was SlicedHealth’s promise: ‘You let us know if the system works the way you want it, and if it doesn’t, we’ll make the changes to fit your workflow.’

Solution:

SlicedHealth and OrthoGeorgia work with a collaborative approach to problem resolution. The newest solution, a customized prioritization system for incoming claims that aren’t paid, is the result of OrthoGeorgia providing access to data and SlicedHealth turning that into timely and usable information. This innovative solution allowed Chris’s team to focus on the most critical claims first, regardless of the dollar amount, ensuring timely appeals and reducing revenue loss. "Reese Walker, Chief Product Officer at SlicedHealth, was instrumental in creating a task list based on our needs," Chris explained. One of the key improvements was for team members handling multiple payers. Previously, managing claims across various payers was overwhelming, and staff couldn’t easily identify missed payments. Now, the system allows them to efficiently sort and prioritize claims. "My staff knows exactly what claims to prioritize, which has made a huge difference in our workflow," Chris noted.

 

Training was another important element of the solution’s success. Reese personally came on-site to train the staff, building trust and ensuring that the team didn’t need excessive time to adjust to the new system. Chris highlighted the impact, saying, "Reese worked directly with the staff and made himself available anytime we needed support. SlicedHealth has built a sense of confidence with me and my team."

Outcomes:

Both return on investment (ROI) and return on relationship (ROR) are key metrics for OrthoGeorgia. The financial benefit was clear, as the revenue recovered from missing underpayments and declined claims matched what OrthoGeorgia was paying for the technology. Chris emphasized, “Satisfaction among my team is imperative. They’re not feeling overwhelmed anymore—they’re feeling productive, and they’re seeing results.” The collaboration with SlicedHealth has led to significant improvements in operational efficiency and staff morale. The team is now more organized and capable of handling their workload. "My staff is much happier; they feel they have better direction," Chris shared. The solution has not only enhanced the claim processing experience but also empowered the team to do more in less time, without the need to add personnel. The improved efficiency has allowed OrthoGeorgia to focus on other priorities. "Instead of adding more staff to help a drowning team, we’ve empowered our existing team to do more in the same amount of time, in a manageable way," Chris noted. 

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Chris Lindsey

Revenue Cycle Director

Instead of adding more personnel, we’ve empowered our existing team to do more in the same amount of time, in a manageable way.

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My staff knows exactly what claims to prioritize, which has made a huge difference in our workflow.

Summary and Forward Thinking:

Thanks to the productivity improvements from the SlicedHealth solution, OrthoGeorgia is now able to address underpayments, a new goal for the team. Previously, their focus had been primarily on managing denials and missed payments. Now, with a more efficient claims management system, they can also prioritize underpayments, particularly for complicated claims like workers’ compensation. OrthoGeorgia’s partnership with SlicedHealth has transformed their approach to revenue cycle management, exposing underlying payer methodologies and ensuring contractually owed payments are collected. By customizing a prioritization system that aligns with their operational needs, OrthoGeorgia has achieved both payment accuracy and improved team efficiency and satisfaction. As Chris put it,"Working with SlicedHealth has been refreshing. Their responsiveness and willingness to tailor solutions to our needs have been critical to our success." For other healthcare organizations facing similar challenges, OrthoGeorgia’s experience is a compelling example of how the right partnership can unlock potential revenue and drive operational improvements. By collaborating with a proven team like SlicedHealth, organizations can protect their revenue, enhance staff efficiency, and achieve their financial goals. 

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