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Company: Navicure, Duluth, GA
Entry Submitted By: Dodge Communications
Company Description: Navicure is a leading Internet-based medical claims clearinghouse that helps physician practices increase profitability through improved claims reimbursement and staff productivity. Navicure’s solution is supported by its unique 3-Ring Client Service which guarantees a client service representative will answer every client call in three rings or less.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries

Nomination Title: Navicure

Tell the story about what this nominated department achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

For healthcare practices, the transition to Version 5010 of the electronic transaction standards was a complex endeavor. Version 5010 standardizes information within healthcare transactions and affects most major business operations. Thus, the transition could have had devastating consequences to medical practice cash flow—a fact well understood by the Client Services team at Navicure, Inc., an Internet-based medical claims clearinghouse.

The Client Services team knew how extensive and intimidating the 5010 transition would be, especially for smaller practices already strapped for time, cash and resources. In the summer of 2011 in preparation for the January 1, 2012 transition date, it began proactive outreach not only to customers, but also insurance companies, vendors and non-customer practices, illustrating superior service through:

• Targeted education. After educating themselves thoroughly on 5010, Client Services team members offered expert guidance tailored to different healthcare organizations and the practice management software they used. Their webinars, blog posts and articles assisted everyone—not just customers—through the transition.

• Strategic roll-out. Unlike organizations that “flipped the switch” to 5010 all at once, the Client Services team spearheaded a gradual, structured roll-out months before the deadline. By testing and understanding one controlled group at a time, the Client Services team could educate customers about critical nuances better and faster—resulting in minimal task load and cash flow disruption.

• Early data and warnings. “Edits” put in place prior to the transition—together with proactive communication via message center, emails and Navicure University, a training website—helped Client Services alert practices to issues with their claims that would eventually cause payers to deny them. These early warnings enabled practices to make adjustments before cash flow was impacted.

• Advocacy. The Client Services team removed the burden of payer interactions from customers’ shoulders, working closely with payers on their behalf.

• Personal answers. Even during the height of preparation with call volume increasing, the Client Services team maintained its 3-Ring™ Policy, personally answering every call within three rings. As the CIO at one medical billing management company notes, “While experiencing numerous 5010-related problems with our existing clearinghouse, we were attracted to the leadership of Navicure on the issue. Their promise of three-ring customer service and the ability to reach a person without filing case logs or problem reports seemed like it would have really expedited the fixes to our issues.”

The results of these efforts show: as word of Navicure’s exceptional 5010 service spread, the company experienced record growth. It has just been named “Best in KLAS” for 2012, one of the industry’s most challenging years. Navicure was the only clearinghouse evaluated by KLAS to have their client satisfaction scores rise during the period.

Vice President of Client Services Laura Bridge founded the Client Services team with the mission of creating a world-class group of client service experts. Her team now comprises more than one-third of Navicure’s employees—the company’s largest human resource investment. In the rapidly changing healthcare environment, Navicure’s Client Services team demonstrates personal dedication to customer success.

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Laura Bridge joined Navicure in 2002. She is responsible for management of Navicure’s Client Service team, which includes billing and technical support, implementation and training, account management, and project management.

Prior to joining Navicure, Ms. Bridge was employed for six years with NDC Health’s Provider Healthcare Transaction Group. Initially serving as a member of the strategic vendor support team, she held various roles of increasing responsibility, including management of the implementation, enrollment and client support departments. Ms. Bridge graduated from Samford University with a bachelor’s degree in Human Development and Family Studies.