Thank you, and enjoy the webinar.

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2 Disclaimer This webinar may be recorded. This webinar presents a sampling of best practices and overviews, generalities, and some laws. This should not be used as legal advice. Itentive recognizes that there is not a one size fits all solution for the ideas expressed in this webinar; we invite you to follow up directly with us for more personalized information as it pertains to your specific practice and issues. Thank you, and enjoy the webinar.

3 About Us Our passion is to provide solutions for our healthcare provider partners which help them improve patient care, enhance the patient experience and maintain a financially healthy practice. Since 2003 we have specialized in NextGen Healthcare services including: Consulting Hosting Customization And productivity tools such as ChartGuard and RefundManager

4 Upcoming Webinars: June 22 nd - HIPAA Compliant Texting: The Do s and Don ts Improving Federal Security Initiatives: The True Impact June 29 th Meaningful Use Audits: True Client Experiences Revealed July 20 th HIPAA Audits: What Phase II Means For You July 27 th MACRA: Breaking Down the Proposed Rule

5 Improving NextGen Efficiencies with Itentive Products and Services Patient Portal Auto Enrollment, Unapplied Utility, and icare ServerHealth

6 Introductions Keith Justus Director, Business Development Jeannie Logue Director, Managing Consultants Cindi Kincade Vice President, Consulting Solutions

7 Improving NextGen Efficiencies with Itentive Products and Services Patient Portal Auto Enrollment, Unapplied Utility, and icare ServerHealth

8 Today s Webinar Patient Portal Auto Enrollment Scripting Unapplied Utilities Key Features Reviewing Your Unapplied Report icare ServerHealth How It Works Why We Built It Brief Itentive Overview Questions

9 Portal Auto Enrollment Scripting

10 What is Auto Enrollment? Plug-in that automatically enrolls a practice s patients into NextGen Patient Portal It is also know as NextGen Bulk Enrollment Utility

11 Why Auto Enrollment? The patient does not have to complete registration documents in the office, this can be done prior to the visit online They are automatically considered enrolled bypassing the pending stage so information can be sent right away instead of waiting for the patient to logon for the first time

12 Why Auto Enrollment Auto-Enrollment can also be used to transfer all of the non-nextgen patients that currently use another patient portal, into the NextGen Patient Portal Greatly reduces need for tokens Improves patient participation

13 What do you need? Definition A script Rules definition Test plan

14 Sample Services Daily Backend SQL job to calculate patients age and then apply the predefined business rules to enroll or un-enroll the person from the patient portal Criteria: Enrollment SQL scripts to select patients that have a valid patient name, date of birth, address, and , are less than 12 or 18+ years old and not currently enrolled in the portal Un-enrollment SQL scripts to select patients that have a valid patient name, date of birth, address, and , are between 12 and 17 years old and currently enrolled in the portal SQL script to generate user name, password and security answer based on predetermined specifications. Security answers may be based on a client defined pool of answers that are recycled (optional) SQL scripts to populate the auto enrollments tables and populate Chart user defined fields which may be used in the printable form (optional) Develop an auto enrollment/un-enrollment SQL logging process to store enrollment records for reporting and support

15 Additional Options Request for additional logic to separate person groups Enrollment Reports Request for specific user names, passwords or other security information

16 Requirements and Decisions NextGen Patient Portal, Communication Services and other related utilities are currently implemented that are necessary for auto enrollment You will create a User Defined field on the Person tab used to indicate that the person should be auto enrolled (optional) You will create one or more User Defined fields on the Patient Chart to store the following Patient Portal login information (optional): User Name Password Security Answer A NextGen form or label will be created which will include the Chart User Defined fields with the security information (optional) You will facilitate and perform auto enrollment/un-enrollment testing as well as sign off on the development services.

17 Unapplied Utility

18 Key Questions to Ask Yourself Do you know how much is in your unapplied? Does your staff spend numerous hours applying unapplied funds?

19 Why? The three main reasons unapplied payments don t automatically apply during charge entry Charge entry staff didn t open a batch or set a batch as active The Encounter Co-Payment was not entered on the insurance maintenance screen during the check in process The first charge line item total is less than the amount of the unapplied. For example, you collect $20, but the patient has a post op charge of 0, but there is a 2nd procedure that has a charge amount. Unapplied payments during charge entry only apply to the first line item

20 Key Features of the Unapplied Utility Will check for balance mismatch issue between transactions and bucket balances. If there is a discrepancy, no changes will be made to that encounter until the data integrity issues are resolved Avoids encounters with countering balance amounts (e.g. some balances are positive and some are negative) even if those countering balance amounts are on different charge lines Avoids encounters with unposted transactions Can be run in Select Query only mode so that a preview of the records can be reviewed prior to any batch creation.

21 Key Features (Continued) Creates an unposted batch per practice so that the changes can be reviewed in Practice Management before posting. This unapplied utility can move balances from thirdparty buckets to patient balances in the amount that will be adjusted by the unapplied amount. When this occurs, an encounter note will be created for documentation. Can be ran for a single practice, or a group of practices in one pass (not once per practice). Unapplied Transaction codes are read from each practice s settings so that different practices can use different transactions codes.

22 Charge Balance Selection Prioritization Encounter Unapplieds will only be used for charges on that encounter Patient Balances always have priority over Third Party/Insurance Balances Then balances are selected in COB order (primary, secondary, tertiary) For Account unapplied balances, the process selects the oldest encounter first

23 Reviewing Your Unapplied Report To review your Unapplied Report:

24 icare ServerHealth

25 What is icare ServerHealth? icare ServerHealth is a unique monitoring, alerting and remediation service crafted specifically to ensure the availability and performance of your NextGen Healthcare environment.

26 Why we built this solution We needed a solution for our hosted clients that understood more than basic Windows and Hardware monitoring it needed to understand NextGen We wanted actionable alerts that mirrored performance or availability issues that impact end users of PM and EHR. We wanted to economize labor by automating remediation where possible We wanted to resolve issues BEFORE they impacted our users

27 Does any of this sound familiar? Online Document Processor not processing Communication Services not communicating Health Quality Measure not measuring Report Server not reporting Background Business Processor not backgrounding SQL Server not serving Performance issue

28 How it Works We install non-invasive agents on your servers. We use LabTech: Server O/S Level (performance counters, services and queues) SQL Server (performance counters, specific SQL functions) Custom SQL Scripts (specific NextGen functions) Custom Application Server Scripts (specific NextGen functions) Alerts trigger communications or optional remediation

29 Monitoring Windows Monitors: Services, Processes, Performance Counters Memory Paging, Overutilization Processor Overutilization User Count, Terminal Server Load Storage Thresholds SQL Server Services Files and Directories Print Queues Scheduled Tasks It goes without saying: Your server and network infrastructure is the backbone of your business. Interruptions are costly to productivity and dissatisfaction. IT departments are responsible for ensuring uptime and performance. It all starts at this layer.

30 Advanced Monitoring NextGen Monitors: Audit Health SQL Script to look at each database instance to see if any machines connecting to the databases are logging messages to the Advanced Audit database (Alert any exception) Communication Services/ERx Script to look for any pending ERX Messages every 5 minutes (Alert if more than 15 Messages within the last 2 hours or pending longer than 15 minutes script runs every 5 minutes) Fax Monitoring Script looking for 10 consecutive faxes that are still pending or failed in transmission (runs every 15 minutes) HQM Monitoring Script looking at the last recorded HQM result. Any status value other than a 9 returned and an Alert is generated (runs once a day 7:00 AM in each respective time zone)

31 Advanced Monitoring NextGen Monitors: ICS Scan Monitoring Script looking for images registered to the database between 1 and 7 days ago but not uploaded generates an Alert (runs once a day) Interface Monitoring Script looking for 10 or more orders not processing successfully within the past hour or any inbound failures in the last hour (runs hourly) OLDP Monitoring Script looking at pending and failed requests as well as requests no longer pending but not complete either (runs every 10 minutes) Report Health Monitoring Script looking for recent updates to the Report Server (runs daily weekend exception)

32 Advanced Monitoring Other NextGen Monitors: Windows Event Log Using NGMon Certain Event IDs tie to specific NextGen functions ( , ) Background Business Processor integrate the BBPs error messaging in to our ticketing system Template Cache if cache is local, we copy it over then Monitor that it is successful Nightly/Weekly SQL jobs Various Job status Pseudo Interfaces - upload/download scripts FTP, WINSCP Custom Scripting (to meet your specific environment)

33 Alerting Notification via Escalation via Integration to our support ticketing system for remediation Extension of our ticketing system to your practice (optional license): Alerts generate tickets for you, with easy escalation to Itentive ticketing system for higher tiered support

34 Custom Scripts At Itentive, we understand some solutions can t be one-size-fits all, and that is why icare ServerHealth is completely customizable to your practice needs Custom Monitors Custom Alerts and Escalation Custom Remediation

35 Remediation and Prevention Remediation Existing Script Library for Auto Remediation At a minimum: any service set to automatic is auto-restarted Custom Script for Auto Remediation Specific functions such as OLDP and Interfaces in development Manual Remediation Assistance Windows Patch Management Missed Patch Apply Approved Patches Apply Updates Reporting Quarterly Server Statistics Quarterly Server Health Report

36 Why practices choose Itentive Not every practice has in-depth knowledge with NextGen under the hood and don t know what to look for or monitor NG staff love the capabilities of auto-remediation with other custom scripts Practices just don t want to deal with it enough other things to worry about Tired of keeping up with changes in NextGen from a technology perspective Want confidence someone is watching this for us Tools are already custom built and industry standard software to monitor the environment for you We were the first group to host NextGen (EPM) in 1997 Keeping your system up and performing is just as important to us as it is for you

37 What is your next step or call us and we can work with you to develop specific scripts for your environment (T&M) OR You can hand it over to Itentive and let us manage it for you Simply priced per server (monthly) - Promotion $30 per Terminal Server $90 per Application Server Consider a relationship with Itentive to help you remediate (T&M or Retainer) Custom Script development (T&M)

38 The Itentive 411 Founded in years experience with NextGen Over 60 Employees Coast to Coast 350+ Clients using NextGen NextGen Strategic Partner We live NextGen Everyday

39 Itentive Clients

40 NextGen Life Cycle Solutions Implementations Process Improvements Enhancements, Upgrades & Support IT Managed Services & Cloud Hosting Productivity Tools

41 Itentive Productivity Tools ChartGuard Business Continuity Solution Automated Updates Complete Clinical Record Available Off-Line as PDFs! RefundManager Automates the Refund Process Workflow Management Accounting System Integration ChartGuard Archiver Comprehensive Chart Archive to PDF Long Term Chart Storage and Retrieval Assists in Migrating Between EHR Systems

42 Uncertain Where Your Practice Stands? Let Itentive help, we offer: Consulting Customization Technology Support Enhancements Integrated Solutions Clinical Information Business Technology

43 Keith Justus Questions Director Business Development Jeannie Logue Director, Managing Consultants Cindi Kincade Vice President, Client Solutions

44 Thank you