Have you ever had one of those mornings when you felt like a tornado just tore through your office and carried your computer away? Did you want to call Support and say, “Help me Mr. Wizard!” At D.H.S., we make every effort to assist you in finding your way ‘back to Kansas’ immediately, but at times, we may ask you if we can put your call in the queue for a “callback.” Do you ever wonder what happens after you hang up? Why do you have to “go in for a callback” at all? We wanted to take the time to explain to you how the Support process works and how those callbacks are handled.

There are several ways of contacting the Support Department: by phone (877-277-4876), by fax (614-543-8848), by e-mail (support@cprplus.com), and last but not least, the newest addition, by chat.

When you call the Support Department, D.H.S. has 17 in-house Support Reps here to help you. Two of these Support Reps are dedicated to handle our very large National Accounts, and three of them are what we like to call “Electronic Billing Guru’s.” I’m sure quite a few of you have spoken to a Guru!

When a call comes in, the person who answers the phone will ask: Your name, the name of your company, and a brief description of your issue. These questions are asked to better direct your call to the appropriate support person. If you have a quick "how to" question, your call will be forwarded to the Support Trainer of the Day. All other issues are handled by our Support Reps. If there is no one available to take the call, a callback is generated. So how does this work? I’m glad you asked!

We have three levels of support. Level I Reps take the majority of the incoming calls. They make every attempt to limit their calls to 15-20 minutes. If after this time, they are unable to resolve your issue, they will escalate the call to a Level II. If there are no Level II’s available to take over the call, then that call is put in for a ‘callback’ so that the next Level II available can return the call. If a Level II can not resolve the issue, they will request assistance from a Level III or a Programmer.

So how is the “callback queue” handled by the Support Reps? This queue is worked in the order that the calls are received (with two exceptions.) One of these exceptions is the 2nd returned call. Those are calls that have already waited in the callback queue (and of course, we call you back as soon as you walk away from your desk!)  When you call us back, your call is entered as a “2nd RTC Needed.” The other exception is when you call in and your system is down. You cannot fill a prescription, print a label or even log into the CPR+ application. When this type of call comes in, we make every attempt to get a Level II CSR off of their existing call and onto this one. Once these calls are taken care of, we work on the first time callers queue. Any faxes or e-mails that are sent to Support are logged as Callbacks. One of our daily goals is to make all ‘Callbacks’ within two hours of when they were received.

Simultaneously, we have one Level II Support Rep dedicated to all incoming Chat requests. The Support Trainer of the Day and four or five other Support Reps serve as backup to the Chat Rep. This is a very efficient way of accessing Support.

That sums up the process of a Support call. We do everything we can to make calling Support as pain-free and swift as possible for our customers. Sometimes, it may seem like we can fix your issue just by clicking our heels three times. More complex issues may require the man (or woman) ‘behind the curtain’ to show you the way back to Kansas.  Our mission is to take care of you, our customer, in the most efficient and timely manner that we can, while keeping the personal attention that you deserve. With that said we would like to share with you some of the comments from the Customer Support Surveys:

“Rep was willing to stay on the line until we had our issues resolved. He was very courteous and explained what he was doing with each move.”

“Although my issue was not resolved on the first call, the rep immediately went to get additional help and called back within 5 minutes to resolve my issue... Thanks!!!!”

“Both Mike and Darla were extremely knowledgeable, helpful, and patient in resolving our issues. I am highly satisfied with the level of support we received with our system update and some user training. Also, Mike was very pleasant and personable, which is appreciated considering the amount of time we spent on the phone together this afternoon. “

“Great as always, thanks!”

“Michael fixed the problem very quickly. He was nice and seemed as happy about solving my problem as I was happy about getting it solved. Thanks”

“The rep was very knowledgeable about the CPR+ system and was very helpful and understanding of my problem. She was very nice and we solved my issue in less than 20 minutes.”

“Angela is great. She always goes above and beyond to make our system work better for us.”

“Your Support folks ROCK! I am always confident when I call with a problem that my issue will get resolved, and I enjoy talking to your people.”

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Stuart and I, along with Q/A Manager & eBilling Specialist Lisa Kibe, were given  the treat of a lifetime last weekend, courtesy of our new business partner, ZirMed. We went to the Kentucky Derby at Churchill Downs! What an absolute blast. ZirMed is a nationally-renowned revenue cycle management company, headquartered in Louisville, Kentucky.

So what is a ‘revenue cycle management company’, you ask?
Basically, ZirMed specializes in all aspects of medical claims management. They are a claims clearinghouse - a switch - with relationships with over 1500 payers, but also provide valuable web-based tools for real-time processing of all medical claims. Their flagship product, Claims Management System, accepts professional or institutional claims in virtually any format including National Standard Format (NSF), HCFA-1500 Print File, UB92 Print File, ANSI X12 837 (HIPAA), CMS-1500 Print File, UB04 Print File. The claims are then forwarded to the final payer for payment. Their claims tracking feature allows their customers to follow the progress of each claim every step of the way, all via the internet. In most cases, ZirMed forwards medical claims to the payer immediately and payer claim acknowledgements are promptly reflected on their website. Rejected claims may be edited online and immediately resubmitted.

ZirMed also offers a “Rejection Analysis” engine that categorizes rejected claims by the rejection reason, allowing the user to address issues affecting the highest number of claims first. ZirMed’s other services include: Eligibility verification, credit/debit card processing, check processing, coding compliance, electronic remittance advice, patient statements and more.

They gave us a demonstration of their product line last fall and we were most impressed. ZirMed was an exhibitor at last year’s CPR+ User Conference in Las Vegas where we identified a number of mutual customers, including two large, multi-site organizations. As a result, we are in the process of developing a tighter, more seamless integration. If you’d like more information on ZirMed, go to www.zirmed.com or contact Bobby Kushner, VP of Sales & Marketing.

Our sincere thanks go out to Chris and Bobby and all the fine folks we met from ZirMed for their hospitality at the Kentucky Derby – it was an unforgettable experience.

Click here to see our pictures from Churchill Downs.

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