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Nebraska Medicine Entrusts Critical Patient Communications to Diamond Healthcare Communications

By William Pingel, Vice President / General Manager

In 2006, Diamond began to support Nebraska Medicine by providing timely and professional patient statement communications. We recently caught up with revenue cycle manager Stacie Adcock, and applications lead Angelica Reinders, to talk about how Nebraska Medicine is supporting the Omaha community. The revenue cycle administration team is responsible for all associated systems and training, including Community Connect via Epic.

Can you tell us about Nebraska Medicine and your mission?

We are the most esteemed academic health system in the region, consisting of 809 licensed beds at our two hospitals, more than 1,000 physicians, and 40 specialty and primary care clinics in Omaha and the surrounding areas.

Nebraska Medicine and its research and education partner, the University of Nebraska Medical Center (UNMC), share the same mission: to lead the world in transforming lives to create a healthy future for all individuals and communities through premier educational programs, innovative research, and extraordinary patient care.

Our roots go back to 1869 and the founding of Omaha’s fi rst hospital. In the decades since, we’ve built an international reputation for breakthroughs in cancer care, organ transplantation, and treatment of infectious diseases.

In 2016 and 2017, we earned the Bernard A. Birnbaum, MD, Quality Leadership Award from Vizient, Inc., which recognizes us among the top 10 quality academic health systems in the United States. And for four straight years, we’ve been on Becker’s Hospital Review’s list of “100 Great Hospitals in America.”

How would you describe Nebraska Medicine in just a few words?

Serious medicine. Extraordinary care.

What services does Diamond provide, and what strengths do you see in the relationship?

Diamond produces our billing statements from our Epic system, as well as letters, physician Community Connect statements, brochures, and other communications as requested. We love how responsive the team is and how they’re able to meet our deadlines, as something new is always coming up. We also feel it’s important to have a local partner so we can meet face-to-face. Diamond is able to provide the scanline on our documents and has controls in place to ensure that the right pages are mailed to the right patient, which is really important for HIPAA regulations.

What do you think are some unique advantages of working with Diamond?

The biggest advantage we see is their responsiveness. The Diamond team is able to meet the short timelines that our marketing department gives us for inserts. And they are always able to help us accommodate any change and overcome any challenge. Diamond has earned our trust as a partner, and we are comfortable enough with them to share confi dential information that helps launch a project even prior to that information being released.

Where is Nebraska Medicine going in the year ahead?

We will continue to expand and partner with additional Community Connect sites as part of our Epic conversion. Community Connect meets the needs of community practices and the organizations they’re associated with. It’s a quick and aff ordable means to provide community clinicians and practices with the ambulatory suite of Epic products.

Note: These include Cadence for scheduling, Care Everywhere for interoperability, EpicCare Ambulatory for physician documentation and e-prescribing, MyChart for patient communication, Prelude for registration, and Resolute Professional Billing for claims and billing.

What do you see as the evolution of patient communications and payment-specific communications for you in the future?

With our One Chart patient application, we see more communication migrating online, including our patient statement communications.

If Diamond could solve one pain point for you, what would it be?

As is the case for many healthcare institutions, return mail continues to be expensive for us. We are happy to hear that Diamond has several solutions that can help us address this problem directly. Improving the deliverability of our patient communications can have a direct impact on our revenue capture, and we will be interested to learn about their ACS and address hygiene solutions.