Summary
Lehan's Medical Equipment is a family business that got its start in 1946. Before partnering with DME Flow, Lehan’s relied on manual systems for processing patient information and moving orders through billing. However, these workflows proved to be inefficient and error-prone. “Are we getting orders billed? Are they right when they’re billed?” CEO Jim Lehan commented, regarding this. His team handled a steady flow of daily orders, but bottlenecks slowed processing, delayed patient care, and increased labor costs. Lehan's needed a way to reduce errors, boost efficiency, and keep patients engaged and connected.
Lehan's Medical Equipment is a family business that got its start in 1946. Before partnering with DME Flow, Lehan’s relied on manual systems for processing patient information and moving orders through billing. However, these workflows proved to be inefficient and error-prone. “Are we getting orders billed? Are they right when they’re billed?” CEO Jim Lehan commented, regarding this. His team handled a steady flow of daily orders, but bottlenecks slowed processing, delayed patient care, and increased labor costs. Lehan's needed a way to reduce errors, boost efficiency, and keep patients engaged and connected.
Focusing on the manual processes that burn time, DME Flow automated specific billing workflow points, including patient data and insurance verification and automated span dating.Jim Lehan stated: “It's in the system, directly in the workflow. It's like you have another employee doing actual changes, fixes, movement and workflow movement in the system.”Additionally, DME Flow automated the process of moving orders through the workflow. The DME Flow efficiency evolution was now touching every order.“The patient orders, it ships, delivery happens, it gets billed, without any human touch” (Lehan).Because DME Flow’s platform fit seamlessly over Lehan’s current systems, the client experienced no disruptions to the order flow. Adapting to DME Flow software was smooth and hassle-free.Complete dashboards with actionable data enabled Lehan's to further identify bottlenecks and refine their entire workflow, with live visibility into every angle of their order process.“With this it's more real time, you can use the information more quickly to take action” (Lehan).
The effects of Lehan’s automation transformation impacted the health of the entire business. Approval times dropped from days to minutes, getting vital care to patients faster.The billing team's productivity soared by over 200%, opening up opportunities for strong expansion and growth. Lehan’s team moves 80% more orders, without any additional staff needed, enabling vigorous scaling to meet demand.
Overall, DME Flow’s impact saved 14+ FTEs worth of manual tasks, enabling Lehan's to move staff into value-added work, instead of losing time to inefficient processes.In Jim Lehan’s words: “You're not as worried about getting behind in certain areas of your workflow when you're bringing in more, more patients, more resupply, more business. It's allowed us to focus. Anything that we can automate, we've been able to repurpose people into making sure that goes well. “The end result? A focused, streamlined, and profitable DME, prepared to scale into a bright future.
“The delta between revenue and expense is profit. It's cushion. If something happens within the business, you can weather it. Cost and revenue were pretty parallel as we grew before DME Flow, and then we started to see a split where revenue is growing and the expense line isn't growing at the same angle.”
(VP @ Lehan’s Medical - a VieMed Healthcare Company)
Some processes reached 100% touchless processing
Billing productivity gain
