FAQ

Frequently Asked Questions

Select a Topic:    Ascend   |   Scout   |    Centric   |   Embark   |   Marketware

 


 

About Ascend

Physician Relationship Management

 

What is physician relationship management (PRM) software?

Physician relationship management (PRM) software is a centralized platform physician liaisons, administrators and other business development team members use to build provider and practice profiles, record field intelligence, track engagement efforts, monitor issues and more.

 

How can physician relationship management (PRM) software help me understand physician referral patterns?

PRMs that integrate with your internal data can help business development teams visualize key referral sources and evaluate the strength of these relationships over time. For example, dashboards can help visualize where first-time referrals are coming from and what percentage are made in response to outreach. Teams can also watch for declines across key specialties that might indicate barriers to patient access or opportunities for service recovery.

 

How can physician relationship management (PRM) software help me reduce patient leakage?

PRMs that integrate external claims data can help business development teams visualize how many patients’ key referral sources are sharing with targeted specialties today and what percentage are being captured by their provider network. This helps confirm patient pipelines that can lead to outmigration and with this analysis, providers can be marked as retention or growth targets for specific outreach campaigns.

 

How can physician relationship management (PRM) software help me increase physician satisfaction & retention?

PRMs that track both engagement activities and field issues help business development teams understand who they’re spending their time with and how often, as well as key themes and responsiveness scores relating to practice or hospital barriers. They can also use dashboards, reports and modules to develop satisfaction and retention plans.

 

How can physician relationship management (PRM) software support service line growth?

Whether it’s using campaign planning tools, highlighting key services within topics discussed or reviewing internal data trends tied to specific areas of care, PRMs offer a lot of flexibility when it comes to supporting service line campaigns and monitoring barriers to growth.

 

How can my team use data integration from my physician relationship management (PRM) platform?

By using a physician relationship management (PRM) platform that integrates different sources of data within the provider profile, your team can view internal and external data trends at the provider level. This places key data at a liaison’s fingertips including patient mix, payer mix, claims volumes and shared patient connections– ll within the PRM which supports stronger target lists and pre-call planning.

 

Is a mobile version of your PRM available?

Marketware’s Ascend PRM is a web-based platform that can be accessed by any web-enabled device including desktops, laptops, tablets and smartphones. While we do offer a limited version of Ascend within app stores, some of the data integrations aren’t available in this version. Thus, most choose to access the full tool from their preferred web browser.

 

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About Scout

Business Intelligence & Data Analytics

 

What is big data in healthcare?

When it comes to healthcare, there are many data sources, including: internal medical records, external claims data, prescription data, population and disease statistics, contact management systems and patient surveys. All can be used to track disease, create continuums of care, improve patient outcomes and support service line development.

 

What is business intelligence healthcare data?

Business intelligence is the aggregation, analysis and use of these different data sources to directly inform decision-making. While many of these data sources can be collected or purchased, it can be labor-intensive to gather and analyze them as a team. This is especially true when it comes to organizing and visualizing data in a way that leads to action. Using a system like Scout, to automate data access and analytics, can play a huge role in helping your organization grow key service lines and provider relationships.

 

Why do I need business intelligence data for my business development team?

Healthcare teams are actively working to identify ways they can focus marketing, business development and outreach resources where they add the most value. They use a variety of data sources, including internal encounter, inbound and outbound referral, state and CMS data to support service line planning and targeted outreach.

Business intelligence can show your business development team key points within the patient pipeline including the top providers of care and which physicians/networks are sharing patients with these providers. By using organized dashboards and business analytics, you can easily identify what needs to be done to nurture existing relationships, recover struggling relationships and redirect leakage.

 

What is all payer claims data?

All payer claims data is a collection of ambulatory and hospital claims data aggregated from multiple clearinghouses and billing systems. It includes a mix of payers including CMS.

 

How can healthcare teams use all payer claims data?

All payer claims data is collected, aggregated and reported at the NPI level. This means teams can use this data to better understand key providers in markets of interest based on specialty, practice, service line or procedural group. You can also use all payer claims data to understand a provider’s total observed patients, payer mix, patient mix, estimated patient origin and more.

 

How can I use all payer claims data to analyze & impact physician referral patterns?

While patient data is de-identified at collection, unique patient tokens allow you to observe how one patient may connect to multiple providers. By looking at shared patient volumes between two providers, your team can identify potential patient pipelines in your market.

For example, you can ID which potential referral partners are tied to key in-network providers and create strategies to reinforce these ties. You can also use the data to understand which potential referral partners are tied to providers aligned with your competition and create strategies to redirect them.

 

My team uses internal data. Why should I be interested in all payer claims data?

Internal data is patient and provider data collected from your practice and/or hospital-based EMR systems. Data from your EMR includes service type, volume unit, unique patient ID, referring NPI, attending NPI, clinical service procedure codes, service location and related revenues.

While this data can be helpful in understanding historical volumes, high-value procedures/service lines and top referring/attending providers, you’re limited to seeing only what’s happening in your organization. Whereas, all payer claims data can help you identify patient populations that are actively seeking care from other providers or organizations in and outside of your market.

 

My team uses state data. Why should I be interested in all payer claims data?

State data is typically collected from hospitals affiliated with one or more state hospital associations. Often, state data access can be restricted based on whether: a state collects and shares data, the client has acute care locations in a bordering state and/or the organization type participates in the voluntary data submission and review.

While this data source covers acute care encounters across a variety of payers including self-pay, not all states aggregate or publish the data and, many that do, are limited in what they’re collecting today (i.e. inpatient and hospital-based OP only). This can limit your view into what types of cases are occurring in other settings within your market.

 

My team uses CMS data. Why should I be interested in all payer claims data?

All payer claims data is procured from hospital-based claims billed and paid by the Center for Medicare and Medicaid Services. It typically includes all inpatient, hospital-based outpatient and post-acute care claims, including both facility and related professional charges. Because the data is aggregated at the patient level, volumes and charges can be organized and viewed at the facility, provider and patient origins.

That said, the volumes are tied to a single payer in the market, data is often published 6-9 months following discharge and service lines that primarily serve patient populations under 65 aren’t represented. That’s why many teams opt to supplement CMS trending data with all payer claims data.

 

Scout includes PRM integration. How can my team use this?

By using a data analytics tool that incorporates a physician relationship management (PRM) platform, your team can use field intelligence to filter dashboards and reports that show their work’s impact. Moreover, our Scout-PRM integration allows you to highlight specific providers of interest and within the dashboard itself, schedule an activity with these individuals or push them into a target list or current growth campaign.

 

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About Centric

Physician Marketing

 

What is physician messaging?

Physician messaging allows you to reinforce field activities by sending key messages to target physician audiences.

 

How can my team benefit from having physician messaging integrated with our PRM?

In addition to strengthening your brand, physician messages sent through a physician marketing platform, such as Centric, can be recorded within a physician’s profile in your PRM. This gives your team clear visibility into what communications are being sent and acted on.

 

How can physician messaging support service line growth?

Physician messaging can be used to reinforce and supplement your campaigns in the field. For example, liaisons can send out copies of a new provider’s bio ahead of provider-to-provider visits. They can then follow up with branded thank yous, along with key details about the new provider’s start date, insurances accepted and how to access for referrals. Similarly, your team can send in-network specialists information about PCPs joining the network with an invite to reach out to their assigned liaison to facilitate a welcome and introduction.

Our clients also actively use physician messaging to educate providers about expanded hours, new locations, upcoming physician engagement surveys and key system accomplishments or awards, or to keep in touch between outreach visits.

 

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About Embark

Physician Recruitment & Onboarding

 

What is a physician applicant tracking system (P-ATS)?

physician applicant tracking system (P-ATS) is software designed to track practice opportunities, candidates, sources and expenses related to each stage of an organization’s recruitment process.

 

How can a P-ATS support physician recruitment?

A physician applicant tracking system helps physician recruiters match candidates to the best open practice opportunities, manage leads by source, set up key touchpoints at each stage of the candidate pipeline and automate reporting—all of which helps uncover opportunities to streamline and improve recruitment processes.

 

What is new physician onboarding?

Physician onboarding is a formalized process orienting new providers, integrating them with the medical staff, introducing them to the community and establishing a firm foundation for their new practice.  When done right, physician onboarding has been shown to increase new provider satisfaction and retention, drive practice productivity and, ultimately, build system revenue and market share.

 

How can software help improve the physician onboarding process?

With physician onboarding software you can develop a master onboarding list that includes key tasks that need to be completed in a sequential timeframe. By storing this in a centralized location, all responsible parties can access and complete tasks. Onboarding coordinators can also produce roll-up reporting that highlights key trends, gaps or lags in processes and at-risk providers that need attention.

 

What KPIs are helpful to review for physician onboarding success?

To assess new provider onboarding performance, you can evaluate the percentage of tasks completed on time, any adjustments to the launch plan, reasons for a delayed launch, new patient volumes at key checkpoints (post-launch), proforma performance and more. A physician onboarding platform, such as Embark, can help you easily track and measure these KPIs.

 

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About Marketware

 

How long have you been working with healthcare clients?

Marketware began as a healthcare CRM, serving hospitals and healthcare system liaisons across the US in the early 2000s. Since then, we’ve grown our products and services to include a variety of other business development tools and resources, including a web-based PRM, business analytics dashboards, physician messaging and a physician recruitment and onboarding platform. Today, 200+ hospitals, practices and health systems use our Growth Suite to create targeted strategies, track their efforts and trend their results.

 

What other industries does Marketware support?

Marketware is exclusively focused on supporting healthcare business development teams.

 

Is your platform mobile?

Marketware’s Growth Suite is a web-based platform that can be accessed from any web-enabled device including desktops, laptops, tablets and smartphones.

 

How is your client success team structured?

Every Marketware client is assigned a dedicated client success manager. Our CSMs are all former physician liaisons, healthcare data analysts or healthcare recruiters that understand the challenges and opportunities you face in the field. They make recommendations on how best to integrate MW’s Growth Suite to support your team in identifying and optimizing growth opportunities. And they often live and work within your region and/or have focused on the same services lines your organization represents. 

 

What type of support can Marketware clients expect?

In addition to regular training and optimization calls with their client success manager, Marketware’s clients are supported by a team of product experts. This team’s available between 9AM-7PM ET by phone, as well as email. They also actively create a variety of video guides and handouts posted to our Help Guide which can be accessed within the Growth Suite.

 

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