Client Challenge: Logan Health faced the critical challenge of maintaining robust support for their MEDITECH Expanse Revenue Cycle system. With internal teams shifting to new roles, they found they had a backlog of hundreds of support tickets with more coming in each day. They needed someone who could address the backlog of tickets and provide expert support for the new tickets coming in as well.

HPG Solution: HPG partnered with Logan Health, with HPG’s Expert leading the charge, to manage and resolve a wide range of tickets supporting their MEDITECH Expanse system. The tickets were categorized into two main types: Break/Fix issues and Enhancement requests. HPG provided comprehensive support across the entire Rev Cycle workflow, which included crucial maintenance and support for the patient accounting system (claims, insurances, remittances), registration (worklists), and regulatory updates. Logan Health and HPG’s collaborative efforts ensured the hospital’s financial operations remained stable and efficient throughout the transition.

Project Timeline: HPG was engaged in June 2024 and supported Logan Health’s MEDITECH Expanse system for 10 months with our HPG Expert on Rev Cycle workflow leading to a decrease in their backlog of tickets.

HPG Supporting Services: Application Services

Results:

• Provided Rev Cycle support for MEDITECH Expanse system.
• Resolved all of Logan Health’s backlog of tickets.
• Resolved complex technical and workflow challenges across the Rev Cycle workflow by creating and maintaining worklists for Registration, Authorization and Patient Accounting.
• Trained two new Rev Cycle analysts hired last fall on the MEDITECH Expanse system.
• Delivered proactive system monitoring and issue resolution, minimizing downtime and maximizing efficiency.
• Supported front-line staff by addressing help desk inquiries and resolving reported issues promptly.