medSage | TECHNOLOGIES

Nobody likes automated calls. We understand the feeling and we agree. That’s why medSage’s calls are different than a standard automated call. We design our calls to be as user friendly as possible for patients and have the call recorded in the provider’s therapist’s voice so it’s familiar to them. Whenever the call is placed to the patient, the provider’s caller id will appear on the call so the patient knows who is calling.

Statistically, medSage’s automated calls reach a higher percentage of patients than a manual call center would. It is not uncommon for medSage to reach 60-70% of a provider’s OSA patients quarterly. Some of our other applications reach an even higher percentage of patients. Our enteral application, on average, reaches more than 80% of patients on a monthly basis.

The medSage automated calls are different and proven successful. The patient knows that the call is coming and they have the ability to indicate to their provider that they need assistance, in which case the provider is notified immediately and follows up with the patient personally. Our system isn’t about eliminating communication with the patient; it is about being proactive in patient communication.

Yes, this ability does exist. Providers have an option to include an opt out capability in the automated call that goes to patients. However, we find that with OSA patients, only a rate of less than 5% opt out of the automated survey. If the patient does opt out of the automated call, medSage will keep track of this patient and let you know when they next need a follow-up phone call from a therapist.

medSage has many tools to help contact patients. If the patient isn’t home, medSage will leave the patient an answering machine message letting them know that they can call into a dedicated toll free number to take their survey. Over a period of time, if five calls are made to a patient with no answer, the patient will be marked unreachable. medSage will provide a list in our software for the provider to use to contact these patients by mail. If the patient responds to the mailing, the provider can automatically put them back into the follow up program with little hassle. medSage is designed so no patient falls through the cracks.

medSage’s technology is more scalable than humans are. We have the ability, with our software, to call thousands of patients at the same time, which means that we are able to reach more patients at the same moment. Our software has the ability to change it’s calling window to reach patients when they are more likely at home based on day of the week or even time of the year. Our software gives patients the ability to call in to take their survey 24/7/365. medSage’s technology takes no vacations while employees typically do.

There is no definite number that we can quote since there are many variables that have an effect on the revenue we generate:

1. Business demographics
2. Payer Policies
3. Each provider’s internal patient management policy
4. Patient population

In general, our customers see their supply business increase by more than 100%, and in many cases much more.

The security of your data is a priority of medSage. medSage incorporates HIPAA compliant security and privacy measures along with the most up to date data encryption to ensure that your patient’s information is protected 24/7. We protect our clients from issues related to data integrity, security and privacy. Data is stored in a world-class, PCI & SAS 70-compliance data center with government level security, 24-hour surveillance, and state-of-the-art firewall protection.

In no circumstances does a provider have to key each patient’s information into the medSage software. We have extensive experience with HME industry and proprietary billing software. This experience allows us to customize medSage to integrate your data by automatic uploads nightly. In some cases, providers will send us a weekly report with billing data for us to process which usually only takes a minute to prepare.

Ask us about data integration when we talk and we will work on creating an estimated plan for you.

Because the medSage software dynamically generates each call, it is tailored to ask only about supplies that the patient is eligible for at the time, thereby eliminating confusion on the part of the patient. The call itself is simple, taking only a few minutes of your patient’s time and it conveniently calls the patient during hours that the patient is typically home.

Our results show that patients do order regularly. 60% of OSA patients contacted order every quarter. 80-100% of enteral patients contacted order every month. 60% of diabetes patients contacted order every quarter.

These results show that the simple answer is: yes, patients do order when they are called. Because you’ll be able to reach out to more patients at once with medSage, you will see a significant increase in orders and revenue.

Whenever a patient receives an automated call, they are given the opportunity to indicate if they are having a problem and if they need follow up from their provider. The provider is notified through the medSage software as to which patient is having a problem and what the nature of the problem is. The benefit to using the medSage software is that we can customize these notifications to fit your business model. Our goal is to help you proactively reach as many patients a possible and manage them by exception, providing assistance exactly when needed.

Our providers have the option to use a drop-ship feature with the medSage software. Providers can choose to push an order to a third party through medSage. medSage will then track the processing of the order and include a real time link to the third party’s tracking number for that order.

There are many factors that the medSage software automatically takes into account when scheduling patient phone calls for the optimal time and moment. This is one reason that medSage works so well. Some of the factors that the system uses in scheduling include:

1. The provider’s patient management process / policy
2. Insurance company policies for replacement supply eligibility
3. The patient’s transactional history (for example: the last time the patient ordered a supply)
4. How the patient answered the survey when contacted by medSage
5. The patient’s demographics (for example: Medicare patients can be better reached during the day)
6. How long the patient has been on therapy (for example: a patient may receive a different type of phone call within the first three months with clinical questions)

At any time, the provider can choose to override the above variables and schedule a call for the patient. If a change is made to any of the variables above, our system automatically recalculates when the patient will receive a call. medSage will do the work so you don’t have to.

medSage provides you with several reporting tools that can help you track your progress. First, medSage gives providers access to real time metrics that can be retrieved in a HIPAA secure manner. These reports provide aggregate level outcome reporting which can be drilled down from quarterly to daily analysis. The data includes information on every patient called, set up, and many other metrics valuable to providers. Another type of report we can provide includes benchmarking which enables a provider to compare their metrics with like companies. Some of our applications include outcome reports that help providers make better decisions based on the clinical outcomes with supplies that patients are experiencing.