Streamlining Pediatric Respiratory Equipment Delivery with Blueink eSignature

Revolutionizing Document Processes for Improved Efficiency and Compliance

Medical Resources Inc. (MRI) is a dedicated group of professionals committed to providing prompt and accurate medical equipment and supplies in a caring and ethical manner. Specializing in pediatric respiratory equipment, their offerings include invasive and non-invasive ventilation, tracheostomy tubes, oxygen therapy, pulse oximetry, apnea monitors, cough assist devices, BiPAP & CPAP devices, and nebulizers. 

The company operates in a state with stringent Medicaid requirements necessitating physical signatures. Ross Wilson, the General Manager, describes that this manual process was cumbersome, prone to delays, and heavily reliant on a courier service. 

Seeking a solution to enhance efficiency, reduce costs, and improve customer satisfaction, Medical Resources Inc. turned to Blueink eSignature.

Alongside Stephen Marshall, the IT Administrator, Wilson shares insights into their challenges and solutions before and after implementing Blueink's eSignature solution.

Navigating Previous eSignature Limitations

The challenges that Medical Resources Inc. faced in their document processes prior to implementing Blueink's eSignature solution were emblematic of broader issues plaguing many healthcare providers. 

"COVID had turned off signature requirements and things of that nature. So there was a period of two years where we didn't have to do this. Before that, it was a lot of manual calls and a lot of begging patients to get signatures back so we could get insurance billed, things of that nature," Wilson recalled.

Marshall added that the company had previously evaluated other eSignature solutions such as DocuSign, AdobeSign, and EcoSign but found them lacking in features or convenience. Their unique industry challenges, including reliance on a courier service for deliveries, further complicated the situation.

With Medicaid requiring physical signatures rather than tracking numbers, the stakes were high for MRI to ensure adherence to these regulations. The temporary relief brought by the COVID-19 pandemic underscored the need for a more efficient and reliable solution once signature requirements resumed.

The following are some of the specific setbacks the company used to struggle with:

• Manual Signature Collection: Prior to using Blueink, the process involved manual calls and repeated follow-ups to collect physical signatures, which was time-consuming and inefficient.
• Reliance on Courier Services: Using a courier service for deliveries and signature collection introduced delays and inconsistencies, often taking two to three days to complete the process.
• Compliance with Insurance Requirements: Medicaid and other insurances required physical signatures, making it crucial to have a reliable and quick method to obtain these to ensure timely payments.
• Data Management: Keeping track of which documents were signed and which were not was challenging, leading to potential revenue loss and compliance issues.

Introduction of Blueink’s eSignature Solution

Blueink, offering a comprehensive suite of features tailored to the specific needs of healthcare providers like Medical Resources Inc., emerged as a game-changer. The ability to send signature requests via text message has been convenient, aligning perfectly with the preferences of their predominantly young adult caregiver demographic. 

Marshall highlighted, "The advanced feature set, being able to text out a request for signature via phone number, is highly convenient for a lot of our patient caregivers."

Blueink’s SMS delivery combines speed and security in one seamless process. This feature allowed Medical Resources to follow up with patients more effectively, ensuring that they received the necessary signatures to get paid for their services.

Wilson emphasized, "70% of our business requires signatures because Medicaid is the entity that requires us to have the signatures and not use tracking numbers."

He further noted, "Being in the pediatric industry, a lot of our caregivers are young adults effectively, and they prefer technology over a manual process."

Medical Resources Inc. then implemented Blueink eSignature, a platform they chose for its advanced feature set, cost-effectiveness, and ease of integration. 

Key features that addressed their challenges included:

• Text-Based Signature Requests: Allowing caregivers to sign documents via their phones, catering to the tech-savvy demographic.
• Analytic Data: Providing insights into the signature collection process, helping identify and address bottlenecks.
• Event Logging: Offering detailed tracking of where users get stuck, aiding in streamlining the process further.
• Prompt Reminders: Sending automated reminders to patients to ensure timely signatures.

Improved Turnaround Times, Compliance, and Cash Flow

The results speak for themselves. Medical Resources experienced a significant reduction in turnaround times, with what used to take days, now accomplished in minutes. This efficiency ensured compliance with Medicaid requirements and also improved cash flow by facilitating timely billing.

"It really has cut down to a matter of minutes in some cases," Wilson stated.

The ease of use and rapid training for employees further enhanced the efficiency of the eSignature process. Marshall mentioned, "It takes them no time to show them how to send these signature requests out. It's very simple to use."

Blueink also provided valuable analytical data, helping the facility to identify problematic patients and streamline their operations to avoid delays in payments. This was crucial in an industry subject to audits by federal entities such as Medicare and Medicaid.

Wilson explained, "It gives you easy access to audit signatures and things of that nature."

The consistent follow-up reminders sent by Blueink ensured that most customers signed the documents in a timely manner, addressing a major pain point for the company. Wilson shared, "It sends them prompts that they hadn't signed it every week until the unit's used up."

Moreover, Blueink's robust audit trail capabilities provided peace of mind, simplifying compliance with regulatory audits and saving valuable time during audits.

Customer feedback further validates the success of Blueink's implementation. External clients appreciate the convenience and accessibility offered by the platform, while internal team members commend its user-friendly interface and responsive customer support. 

As Marshall remarked, "No negative feedback in that regard. Every time I've had to reach out for support has been instantaneous... it's handled within 15, 20 minutes at most."

Blueink boasts 3 minutes average support response time.

Here are some ways how Blueink benefits Medical Resources Inc. as  highlighted by Wilson and Marshall:

• Increased Efficiency: The switch to Blueink drastically reduced the turnaround time for obtaining signatures from days to mere minutes in some cases. The streamlined process eliminated the need for the unreliable courier service.
• Cost Savings: By reducing the labor and time spent on manual follow-ups and courier services, Blueink not only paid for itself but also resulted in significant cost savings. 
• Enhanced Compliance and Audit Readiness: With easy access to digitally stored signatures, Medical Resources could effortlessly comply with audits from federal entities like Medicaid, reducing the audit process time significantly.
• Improved Customer Satisfaction: Patients and caregivers appreciated the convenience of signing documents via text, resulting in positive feedback and higher engagement rates.
• Scalability and Future Potential: While Blueink had already provided substantial value, the potential for further integration and use of its analytic capabilities promised even greater efficiencies and improvements in the future.

"I see a lot of potential with Blueink, but that is the next step in this process. It's kind of moving on to the next part of the benefit we can get from Blueink. The benefit we're getting from it is far worth the value.." — Ross Wilson, General Manager

"Every time I've had to reach out for support, it has been instantaneous, seriously. Trying to work with Adobe might take two to three hours, but with Blueink, any issue is handled within 15 to 20 minutes at most."— Stephen Marshall, IT Administrator

Looking ahead, Medical Resources Inc. remains committed to maximizing the value offered by Blueink. While they have already realized substantial benefits, they recognize the untapped potential for further optimization. 

As Wilson emphasized, "We haven't really probably invested and used its full potential yet... I see a lot of potential with Blueink, but that is the next step in this process."

In conclusion, the case of Medical Resources Inc. exemplifies the transformative power of Blueink's eSignature solution in streamlining document processes and overcoming challenges in the healthcare industry. By prioritizing affordability, ease of use, and exceptional customer support, Blueink has become an indispensable tool in Medical Resources' quest to provide exceptional pediatric respiratory care. As they continue to explore and leverage its capabilities, the partnership between Medical Resources and Blueink holds promise for even greater efficiencies and successes in the future.

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