Billing software: Advancements needed, respondents say

YARMOUTH, Maine – When it comes to a wish list for their billing software, the respondents to a recent HME Newspoll say it’s all about integrating various capabilities, doing more to leverage artificial intelligence and streamlining their costs. 

Respondents reported they’d like to see their billing software integrated with other programs that manage everything from appointments to patient therapies to electronic signatures to mask fittings. 

“I would like to see billing software that is fully integrated into a comprehensive accounting system that handles a broader range of customer types, as well as it does insurance claims,” wrote Craig Rae of Penrod Medical Equipment in Salisbury, N.C. 

The poll, in addition to asking what features providers would like to see in their billing software, also asked whose software they use (the majority said Brightree at about 51%), how long they’ve been using it (the majority said more than eight years at about 54%) and whether or not they’re considering changing their software in the next year (the majority said no at about 76%). 

At the crux of making those integrations more feasible is the need for “better or easier API capabilities,” wrote one respondent. 

“With open APIs, we have automated many of the daily transaction routines,” wrote respondent who recently switched to NikoHealth. 

While automation and AI have been making inroads into the HME industry, especially when it comes to documentation wrangling, respondents say there are many more opportunities to be had using this technology. 

“I’d like to see a modular solution with a well-conceived set of APIs that allow for selective feature integration to other solutions, coupled with a broadly exposed data structure that enables AI functionality (native to the solution, as well as external) for things like agent assist, QA and intelligent analytics,” wrote Jeff Elgin of Home Care Delivered in Richmond, Va. “Feature set should include AI guided order composition informed by a payer rule set, automated workflow for medical documentation and insurance verification, flexible product catalogue, RCM and regulatory audit support, and support for multi-channel customer self-service tools.” 

The items on a wish list aren’t free, but respondents say pricing for billing software could be structured in a way that’s less restrictive. 

“HME software should have an architecture and business model that allows it to quickly adapt and integrate without just adding cost,” one respondent wrote.