From fax to fulfillment: Automating Rx verification in SNAP

Hey, everyone. Welcome to today's webinar, where we'll be discussing, Rx documents verified by intelligent document automation. We are so glad you're here with us and appreciate you taking the time because we have a a great presentation for you. Just a couple of housekeeping notes before we get started, if I may. I believe all of you are on mute. And if you can make sure that you keep yourselves that way, that would be great. That just allows Jason and Jackie to come through loud and clear, and to make sure everyone can hear all the good things that they have to say. We will have plenty of time for questions. So you should see a box at the top of your screen with a little question mark inside. If at any point you have a question, for the group, they will be more than able to to get to it, afterwards. And if at any point we run out of time and don't have time to answer a question, we'll be able to get a report of this session afterwards. So, again, any questions at any time, just go ahead and feel free to put them in the chat. We will also be launching a poll question at the end. So if you listen and like what you hear and ready to turn this on, go ahead and answer... Give one of the answer responses on that poll question, but we'll have that at the end too. And then right before we get started, we do have our Brightree user conference coming up in about a week and a half. We will be in New Orleans for ResMedConnect. If you're planning on attending, we're looking forward to seeing you. If you and others on the team haven't signed up yet, there's still plenty of time. Happy to get information to you. But there'll be plenty of resupply, employees and staff in attendance. So feel free to hit up one of our sessions or hit us up with any questions. We'll be in the Solutions Pavilion. We'll be all over the place. So we're very excited to see you there as well. And with that being said, Jason, I'm gonna turn it over to you. Thank you, Andrea. And so good good afternoon, everyone. Welcome to the Rx documents verified by intelligent document automation webinar. I'm Jason Boykin, senior product manager, Snap Resupply. We are joined today by Jacqueline Trillo from Medical Services Company who will share her team's experience participating in our beta program, the impact this technology has had on their daily workflows, and the value they're seeing firsthand. Before we dive into MSC's journey, let's talk a little bit about the problem that we set out to solve. Across the industry, health care providers receive millions of fax documents requiring manual review, validation, and processing. This tends to be time consuming, error prone, and and just not the most efficient way to move through the workflow. We set out to solve this problem with intelligent document automation. Intelligent document automation extracts key information from the Rxs. It reads, categorizes, and extracts data from the prescriptions to allow the Rx to continue through the workflow. This truly is a game changer in moving from a manual workflow to an automated workflow. Jacqueline, thanks again for joining us. You're welcome. And so first question for you. Before we and and I know that you're deep and deeply involved in taking advantage of all the feature functionality and capability that we have in flight now. But think back to prior to intelligent document automation, what was life like, you know, process... Man... Processing the manual... The work... The Rxs manually on a daily basis? Yeah. Absolutely. Before we had this awesome new system, we would have to go into the unverified documents from fax workflow daily, multiple times throughout the day. We have the team scheduled time slots in there checking and, you know, had to go through each item in there and verify it, make sure everything was correct and, verify it appropriately. It did take a bunch of time sometimes to go through each one. And then the other big thing before we had this is we don't work twenty four seven, and we don't work on the weekends. So all of those prescriptions would sit there and pile up for somebody to come and work them on Monday morning. So that was something that we noticed a big shift between the before and after. Yeah. Absolutely. You know, when you think about it, it's truly a game changer. Right? And you mentioned twenty four hour, you know, processing. That is really beneficial. Also, it keeps from your staff coming in, you know, Monday morning and, you know, hit with a a large... An influx, right, of of work. I mean, yeah, there there could be over a 150 faxes sitting waiting for us Monday morning that we had to promptly get out because those... A lot of those would be able to go right off to the next phase and and get the patient what they needed, but somebody had to sit there and process all of them. Yes. That's incredible. Definitely definitely great to hear. So it sounds like this was a motivating factor, right, for really joining our big data for intelligent document automation was to really address the operational challenges and to move through fulfillment faster. Oh, yeah. Absolutely. That was definitely one of the the enticing things to help us join this beta was because we did have that option to say, okay. This might remove a lot of repetitive verification that our team has to do. When we have a clean script, it can already be taken care of for us, and what would be left would be things that we would actually have to put, you know, a little thought behind, like, where does this need to go next? So it definitely was something that we were excited to see what was gonna happen with that. Absolutely. It... So it it from what I'm hearing, it really improved the operational efficiency of your of your team, which you could truly see the value, you know, through the workflow all the way to the customer. Right? So truly speed to care. For sure. So let's talk about how Rx documents verified by intelligent automation works. Right? So how do we automate this? What is it that we're looking for? Well, snap generated Rxs are sent to a physician to have a... To... For them to sign and provide the correct data points to validate the Rx. The Rx comes back in via snap... I'm sorry, via fax and resides in our unverified queue. It's sent to intelligent document automation, and it is validated for key information. We're looking for the Docker signature, date, NPI number, the kick pick codes, all this information has to match a 100%. And once it does, it will continue through the the workflow all the way through fulfillment. If for some reason any of this criteria does not match, the intelligent talking automation will provide context and send the r... And send the Rx back to Snap with notes on what's missing and what the next back... Best action is. So this is the workflow, and this is how we're able to automate the manual process, which traditionally was a manual manual process. Jackie, at this point, now that you've entered into the beta, and... But tell me about the first week or two, what your experience was like, just the initial move from... For your staff working in a manual fashion, adopting the automation that intelligent documentation has brought to the to the workflow? Were there any challenges, any growing pains, and and lessons learned. Right? What what what what did we learn through that process? Yeah. So the first couple of weeks, maybe the first two, three weeks, we decided it was best if I worked the unverified documents from FaxQ myself instead of having the whole team come in. So, you know, get some good feedback to give to you guys as I was working through everything. I can tell you, I was kinda nervous because I was like, I don't know if I'm gonna be able to get that... All of these verified, completed, and still, you know, keep up with all my other responsibilities. But very quickly, I realized... I was like, oh, a lot of these that I were... Was expecting to see in there, they weren't in there anymore. They were already verified. And I was like, oh, this is nice. So the ones that were left were the ones that needed that manual review, needed a set of eyes on there to say, okay, you know, what's what's wrong with this one or what's not wrong with this one? How do we need to process this? And like you said, the notes that get left on there, those were extremely helpful. Smart agent would take that handwritten note that they had on the fax from the doctor's office saying patient needs appointment, last office visit, March 2025, and it put it right on there. And I didn't even have to kind of double check. I mean, of course, being thorough, I did. But as I... We're going through the process, I was confident, like, oh, I... This is right. So that was really nice to see, and it just allowed me to move that into an incomplete or unverified document and patient needs appointment and get it on to the next phase so we can actually call that patient to let them know. So it was really nice seeing, like, the workflow is much more manageable now. Okay. All of those ones that were clean snap Rxs just went right off to where they needed to go. And some of the... You asked about some of the challenges that we saw. We put them in a very thorough spreadsheet for him with all of our feedback. So, some of the things we noticed that maybe, like, all of the documents are being completed, like, fax cover sheets were still left there. So we still had to go in and the the script went on, you know, verified correctly, but the fax cover sheets were still there. And a lot of those, you know, as I was giving you and your team those notes, you... Week by week, all of this stuff started getting better and better. So it was really nice to work with you guys to see that progress as we went through. Likewise. It was, it was a great experience. We collaborated really well. You know, through collaboration, we were able to refine and optimize intelligent document automation to the benefit of your workflow, right, but also to the benefit to... For all customers. Do you... Is there an example that comes to mind that was really impactful that came out of our collaboration. Yeah. Would you like to share? Yeah. Definitely. There there are a couple that stand out to me aside from the fact sheets being left because that was something that was noticeable, very easily noticeable. The other one was the signatures on there. As we're going through, some of them were were left for manual review, but I'm like, this signature is good. But I can see maybe why automation was being a little more conservative with it. So we brought this to your attention. And when you took it back to your team, each week, we... You know, you guys seem to tweak it a little by little till it hit that sweet spot where if it wasn't sure, it still sent it back to automation. And then then we could decide because we know our provider signatures. We see them all the time. We could confidently look at it quickly and say, yep. That's it. Let's go. So that was one that also stood out. The electronic signatures as well. We have a bunch of offices that will put a line through and then slap an electronic signature on there with another provider. So those, we were able to tweak those and get that adjusted as well so they could come back for us to review and get that sent out to the correct provider. So that was really nice to see. Anything we pointed out, you guys definitely addressed and took seriously as a concern to try to make it better. So that was great. Well, that's definitely fantastic to hear, and that was definitely our goal. You know, we're challenged with continuously improving the product as a whole, but also making sure that we are addressing your workflow needs, right, in order to speed and to optimize the workflow. So that's that's definitely great to hear. I wanted... I wanna circle back to SmartAgent. You mentioned SmartAgent, which is inclusive to the product as a whole. Right? So when... From start to finish, going back to an Rx where those five data points that match are 100% continue through the workflow. But when that doesn't happen, Smart Agent sends back the Rx to the unverified documents queue with notes for the next best action. And here on this slide here, the op... The... I'm sorry. The verification process takes place in the middle of the workflow here. And when an Rx does not continue all the way through, when it's returned, SmartAgent provides additional context, which is helpful. So, therefore, the Rx will eventually... Can enter back into the workflow seamlessly through through completion. So this is a... It's a three sixty approach. Has... How has the... How... What what is the benefit or has it... Please tell me about the benefit that SmartAgent has given your staff contextually from a time standpoint efficiency in managing the workflow. Yeah. It definitely does allow us to work through those much faster because we already kind of know what, like you said, the next best action is. Like, if it puts on there, you know, whatever was on the script, it's gonna let us know so we know how to verify that, and we know who needs to get that correction to make make that phone call to the patient or make that phone call to the provider's office. If the fax came out blurry or there was some kind of note on there that we weren't sure about, that allowed us to quickly move into that next step that we had to take to keep this order processing efficiently. That's, definitely great to hear. What surprised you the most about, this new experience of automation? Yeah. So that's a good question. I think one of the things that really surprised me the most was actually seeing the number that dropped over the weekend. Like we talked about earlier since, you know, we're not here on the weekends, we would have to come in and there would be a huge number of faxes in that workflow. And now, I mean, I'm... I run the numbers daily for the team, so I can see we're coming in to maybe 24 that we need to, like, really focus on because everything else that's good has gone off to the next step. So that was something that was really nice to see because that keeps us moving quickly on other tasks that require our focus and a phone call out to the patient or the provider. Right. Right. Yeah. No. That's... I can definitely see see the benefit. Right? Also, within the beta, you know, we're looking at quantifying. Right? So looking at the metrics, looking at performance. Tell me a little bit about initially what the performance look like early on in comparison to where we landed towards the end of the beta. Yeah. Absolutely. Take... Taking you back to my spreadsheet. I I... Before I started in HME, I was a teacher, so I'm I'm a hard grader. You had you had a hard, rubric, Jason, you and your team. But that first week, I... You know, you guys, the accuracy was... For us, what we were looking for, it hit at, like, 34%. But as we continue to work with you and your team, by the end of that beta, we actually were hitting at, 97.5. So that was a huge jump for us, and that that was really... That was a key for us because that 97% accuracy is something that we want, as a standard for a medical service company for our team to try to hit as accurate as possible. So the fact that you and your team worked with the system to get it to that same goal, that was great. Yes. That's that's a big big jump. Yes. Absolutely. You know, again, the collaborate... The collaborative effort You know, the information that you provided really enabled us to make the necessary adjustments, and and we... And allowed us to get there. So we're super excited and and happy that we were able to impact the workflow so positively. I wanted to share that coming out of the beta, we processed over 20,000 Rxs with a 95% or better document accuracy rate, a 70 plus percent next... Zero touch and next best action, and speaks back to the automated approach. In all this, each item is processed in under 90... I'm sorry, in under two minutes. Right? So 90% of items sent to intelligent document automation are processed in under two minutes, which which is which is pretty fast. Tell me... Just, you know... Gosh. There... There's so so many questions that I'm, you know, pop... Popping in into my head here. What has been the, I guess, the the the most game changing or the best value that medical services company has benefited from with intelligent document automation? I think if if we kinda take this back to medical service companies' motto of caring for life, this allows us to get the prescription verified and the patient getting their items that much faster, that they'll need to stay on therapy to continue, you know, getting their resupply as needed without having to wait for somebody to actually come in and verify those documents. That has been something that we definitely appreciate because we... You know, at the end of every order is a patient, and we wanna make sure that they're getting what they need in a timely manner. And this allows us... Even if it doesn't verify the prescription, even if SmartAgent leaves a note on there saying, send to so and so doctor because now we have to update that. We can quickly now get that to the correct provider, get it sent out. And then when that one comes back, hey. Maybe it'll be verified automatically, and we don't have to work it again. I mean, it has been that much more impactful from getting from the start of an order all the way out to the patient getting their supplies much quicker now. Yes. No. That's, fantastic to hear. One thing that I, wanted to mention, and and I think it was, coming out of the beta, we identified that there were additional document types, right, that really would impact your workflow positively. I believe they were the preemptive Rxs. Yeah. It was. Yeah. I think we mentioned that about maybe just once or twice. Right? Yes. But, yeah, that would be something great, you know, to see in the future if those preemptive faxes that get sent out by SNAP when that prescription is getting close to the expiration, those come back in auto verified. I mean, that's amazing. That would be great to see that. And especially the parachute ones as well, having those come in, auto verified would give us that much more, room to focus on the other things that actually require us to do some follow-up and all that good stuff. So it will... Those two things were something that we were definitely excited about, and, hopefully, we'll get to see those come pretty soon. Yes. So we are, working on, that additional capability as we speak. So preemptive Rxs. The... We we also have epic documents as well, non snap generated documents as a whole. So we are expanding our capability and functionality. We've just scratched the surface with our initial product offering, which was the Snap generated Rxs. So there is definitely more to come. We're excited... So so excited to to see the value firsthand. Right? And to see the product operate in such a capacity where our customers are reaping the benefits and the customers are also receiving those benefits. Right? What... As you think about all that we've uncovered in this conversation and and shared with the... With with the audience here, What... Is there an additional use case that any... That you Could potentially think of that would benefit, you know, within your workflow or that has not been shared yet and that we can definitely work on? Yeah. I I I think I've thought of this maybe this this week. But you know how when an order is booked, Snap and Brightree do their big talk and pulls over all the documents in from Brightree and has them listed as an, you know, unverified documents in the patient account in the documents tab. So right now, we have to go through and verify each one of those documents. You know, they're pulled over from Brightree, and it's preventing Snap from auto faxing to that provider because of those unverified documents. So that would be something that I I personally think my team would love. They're like, oh, this patient has, like, 30 things in here I have to verify. If we could get some of those auto... You know, automated and verified for them, that would be such a big game changer for us. Okay. Okay. No. That's that's fantastic to hear, and we're really excited to work on additional use cases and capabilities just to impact your medical services... Medical service company's workflow positively and to provide the best experience for your customers. Well, Jacqueline, thank you very much for participating in this webinar, and at this point, I'm going to go ahead and hand it over to Andrea. Awesome. Thank you both because that was incredible. So as I'm getting my things together and I am looking at the questions that have come in, for everyone on the call, I'm going to launch a poll question. If you'd like, for someone to reach out to you, go ahead and click one of those responses. And while that's going on, I'm just going to pull in the questions. So give me one second. Alright. Where are we? There we go. Okay. Alright. So I'm just gonna leave that one up for another thirty seconds or so. That way, everyone can get their questions in. Alright. So hold on one second. So one question that came in, how does this process differ from the current process other than the feedback part? Jason, is that something you can answer? Yeah. I can I can definitely, answer that question? So so looking at the manual process. Right? And a... An individual... A staff member would need to review the Rx to validate it and and from there to process it. Right? So if you think about the time it takes to do that, and there are millions of Rxs that come in daily, it just doesn't compare to the speed of automation. Right? So a fax RX comes in, it hits the unverified queue, and it sits in that queue for less than sixty seconds before it's sent to intelligent document automation that processes everything that a manual staff member can do in less than two minutes. So from an efficiency standpoint, from a accuracy standpoint, it it just is the way to go at at this at this point. But great question. You don't mind, I I can add a... An end user point there. For us, it didn't actually change the way that we do the process. When we have to work on verified documents from faxes, we still go into that same queue. Do... They're still sitting there. We still work them, but they're just the ones that need our focus. So it didn't change much for us. It just actually gave us less to actually have to verify. So that was a really, positive thing for us too because we didn't have to do something different to get to those ones for the the ones that Smart Agent left us to work, they were still right there in the same queue. So that was really easy for us. We didn't have to change anything. Awesome. And, we'll go ahead and ask this question because we normally, stay away from these, just to... For the sake of it. But, is there a cost to this? Yeah. So it's a great question. There is no additional cost, for, customers that, it's a add on for Snap. Right? So it's part of the Snap, portfolio. What's required is to... For... If you already are a... If you already have Snap, then you would need to agree to the terms and conditions, and we would go ahead and turn you on. It's it's that simple. Awesome. Love it. And then we have another question. Is this customizable where an example of a SnapRX that isn't signed by the MD can still be verified by intelligent document automation? So the... So it is customizable from the standpoint of, if there's something specific that falls within a a customer's workflow and it falls outside of our operating requirements, we can... We have the flexibility to look at the ask. Right? So depending on what it is, the capability is there, for us to make adjustments, to meet the needs of our customers. Awesome. And then, Jason, obviously, we were just talking about, you know, getting signed up and, getting it turned on and whatnot. But once that happens, like, then kind of what happens next? Is there a course needed? Is there training needed? What does that look like to get everything going? Yeah. That... Now it's a fantastic question. So once once the agreement's been signed and we're... All we have to do is enable a feature flag and it's active. There... Everything else happens in the background. It's totally automated. So the only difference is your staff will notice less items in their unverified queue, which is fantastic, and, more items verified. That... That's all that's required. Awesome. Alright. So I think I'm understanding this one, but we have another question asking if we will reach out. It says, will you reach out to us if we do want to move forward? Would you guys do that on your side? I'm sorry, Andrea. What what what, if you could repeat the question? What was... Yeah. So it's just, I think it's just a matter of, and it's, I think it's Britney from Nationwide who asked it. But will we reach out to them, if we... If if they want to move forward, or do we do that on our side? And I think that just might be a bit of, you know, let us know that you're interested, and then we'll be reaching out to to get the the next steps going. Yes. Absolutely. And I think that at that point, also, if you don't want to do something right now, then either speak to your RSM or get in touch with us. And, again, we can move forward at a later time. Is that is that the right response, Jason? That's correct. You're 100% correct. Okay. Nope. Hold on. So when it comes to reporting, so is there any kind of daily report available that speaks to the SnapRXs that were verified? Yeah. So great question. So we are rolling out reporting where customers will have access to reporting via Tableau. In the interim, we will make reports available as we build out our dashboard accessibility. So, yes, reporting is available, which is really fantastic because it will quantitatively represent everything that that takes place in a daily, weekly, and monthly basis. Alright. And then, is this... Well... Yeah. Because we know Jackie was in beta, but, is this still in beta, or are we live? Is this live now? Yeah. We're live. We are live. Yes. We went live in October. Okay. We are getting a question. Is the sales dialer ever in play? The sales dialer is not... And it's it's not part of this, product offering at at this point. Is there is there something specific to, the SalesDialer? Follow-up... Or follow-up. If docs are received for a patient, where we were waiting on docs for billing, if that makes sense. So if documents are received for a patient, where they were waiting on docs for billing, I guess, yeah, is the sales dialer in play and associated with that? That... That's a great question. As far as Rx documents, it's not part of this workflow, but that is something that I can definitely follow back up with... And do do we know who asked that question? Sarah Re. Sarah will be hap... Be happy to take that back and follow back up with you and after this webinar, and we can dig deeper. Alright. She says thank you. That is the wonderful thing about recording all of the responses and the questions on the comments because we get that report at the end. And, yes, we can take steps to to follow-up as we see fit. Okay. So I think we're almost towards the the end, and I think that might be it for our questions. But, Jason and or Jackie, any kind of closing thoughts or anything we should leave the the audience with before we send them on their way for the rest of the day? Jackie, I want to Thank you. No. I just wanna say thank you, Jason and your team for having us in this beta program. It was definitely a a great collaborative experience working with you and getting this system to, function how it benefits for us and for our patients. And I I think others will agree once they they get it and and see how it works. So thank you. Thank you. Well well, Jackie, listen. It was, a... It's been a pleasure working with medical services company. I've enjoyed working with you and your team. We look forward to continuing our partnership as we continue to refine and optimize and build out the capability within intelligent document automation, but we're also looking to partner just across the board for all our various products and services across the platform. So thank you again. It's been really exciting, and we're excited for the future. We touched on some capabilities that are coming soon, so expect to see us back here, both of us back here again talking about the success and the impact that's been made with some of our newer capability. But thank you all for joining this webinar, and, thanks, Andrea. Yeah. Absolutely. Thank you to everyone who attended today. We really hope you enjoyed it. We did collect those poll responses, so we will be reaching out accordingly. But, again, if not today, by all means, have those conversations with your RSM. Reach out to us at any time. And if you're going to be at ResMedConnect, we will see you in a week and a half. But a huge thank you to Jason and Jackie, and, appreciate it. So everyone have a great day. Thanks, everyone. Thanks. Bye, everyone. Thanks. Bye bye. Bye, guys.