ARE YOU GETTING THE BEST PHYSICAL MEDICINE CLAIMS EXPERIENCE IN THE INDUSTRY?
At HOMELINK, our mission is to improve the lives of everyone we serve. Here are the answers to common questions we get from clients about what makes HOMELINK the superior choice for physical medicine claims.
QUESTIONS YOU SHOULD ASK US
How do you measure customer satisfaction?
At HOMELINK, we diligently focus on measuring our service through a Net Promoter Score (NPS). But, it goes far beyond a simple scoring system. Clients are surveyed every 90 days and all responses are documented and reviewed by cross-departmental leadership. We segment the data at the client and service level and use it to proactively drive operational improvements as a part of our culture of continuous quality improvement.
Do you offer all ancillary healthcare services?
HOMELINK provides a comprehensive offering of ancillary services across the entire continuum of care. This allows us to seamlessly manage complex cases, integrating care across multiple services easily and efficiently. This includes transitional care from the hospital or facility to home health, in-home, outpatient, and virtual solutions. And, it’s all managed through a single point of contact.
How do you manage cases where multiple services are required?
HOMELINK coordinates all care on a single, integrated platform, allowing us to treat the patient, not just fulfill the order. Because our custom platform provides a holistic view of patient care needs, we can easily coordinate multiple services at the same time, avoiding the inevitable delays and hassle that come with fragmented systems.
Do you coordinate all ancillary services needed?
HOMELINK prides itself on lifting the weight of claims management off your shoulders. We do not employ passive networks that force adjusters to do the extra work of coordinating and scheduling the needed care. We actively manage all patient care needs and provide increased oversight and engagement through our patient care managers for more acute cases.
Do you follow up with the patient to ensure that the service was delivered and the quality was met?
At HOMELINK, we understand that we’re stewards of the patient experience. In addition to regular communication with adjusters and case managers, we follow up directly with the patient after the date of service 100% of the time. We do this to capture data on each visit, including patient satisfaction, no-shows, cancellations, and visit compliance.
Do you contract directly with PT providers?
All HOMELINK physical therapy providers are directly contracted. Because we do not lease our network, we can establish service level expectations, maintain adherence to clinical protocol, and maintain accountability on patient care and quality. This direct relationship allows us to identify high-performing providers and enhance service delivery.
How do you hold your providers accountable and ensure quality?
We achieve provider accountability through a comprehensive credentialing process to validate quality and performance, including monthly monitoring and a formal recredentialing process every three years. Our clinical team also performs clinician-to-clinician peer reviews, including roundtable discussions with clinical experts, adjusters, nurse case managers, and providers when necessary.
How do you monitor provider credentialing?
Prior to accepting providers into the HOMELINK network, our Provider Relations team oversees a rigorous credentialing process to validate service quality, performance standards, employee safety, and relevant Medicare and Medicaid requirements. We also monitor the Office of Inspector General, System for Award Management, and state Medicaid exclusion lists each month to see that no sanctions have occurred.
How often do you review claims/bills to verify that notes are timed and support services billed?
We review every claim/bill to ensure transparency, and we monitor all treatment to avoid abuse. For all time codes, we require providers to perform a minimum service level to bill for additional time. For every additional 15 minutes, a minimum of eight minutes of service must be provided.
Do you have on-staff full-time peer reviewers?
HOMELINK uses in-house staff for all peer reviews, including 10 full-time nurses. Our clinical team actively manages patient visits to ensure that evidence-based treatment protocols are followed. When needed, our clinical experts contact the provider directly to discuss our assessment and collaborate on a recommendation that improves outcomes and reduces the need for dispute management.