Meet Business Manager Tiffany Walsh
Find out how one business manager improved patient communication and boosted the financial health of a dermatology practice with 10 locations across central Texas
The ModMed® Practice HERO Award recognizes leaders in operations who harness our solutions to help improve their practice. Award finalist Tiffany Walsh used ModMed’s software and services to help clean up claims and keep a closer eye on the numbers for her dermatology practice. Discover how she did it below.
Tiffany’s story
As the business manager for RealSkin Dermatology in Texas, I am proud to share our journey from when Dr. Russell S. Rowe founded the practice as a solo endeavor. Now, with a team of six providers operating across 10 locations, we continue to expand our reach and impact.
Our mission is to deliver essential dermatology care to patients in Waco, where our headquarters are located, and the surrounding rural areas. By doing so, we ensure that patients who might otherwise lack access can benefit from skin condition diagnoses, skin cancer screenings and routine checkups.
Considering the vast geographic area we serve, we recognized the need for a software system that would enhance RealSkin Dermatology’s efficiency and streamline operations. Additionally, we aimed to engage with our patients more effectively for appointment reminders and payment processes.
Gain better control of finances
We chose ModMed’s all-in-one software, including EMA®, ModMed Practice Management, ModMed BOOST RCM, ModMed Pay, and Patient Collaboration with Klara. One of the main goals was to gain better control over our practice’s finances. I encountered a backlog of incorrect claims that were going unpaid. However, with the assistance of the ModMed BOOST team, we successfully cleaned up and resubmitted these claims, recovering up to $80,000 in revenue. With ModMed’s help, I was also able to negotiate these back payments.
Another revenue-related benefit is that ModMed has supported our practice right from the beginning by automatically suggesting ICD-10, CPT, and modifier codes based on the provider’s notes, seamlessly populating them onto the bill for our review. This approach ensures comprehensive documentation by the provider, offering clear justification for coding decisions.
Improved patient communication
Patient Collaboration through Klara significantly enhances patient communication and clinical accuracy. Gone are the days of relying on patients to remember to bring all their medications. Previously, if they forgot, we had to follow up with phone calls to ensure we had an accurate list. Now, appointment reminders prompt patients to complete their medication list before their visit.
When I need to communicate directly with a patient about payments or other issues, they see my face during the digital conversation. This visual connection reassures patients of the legitimacy of the interaction, providing them with confidence that they are not being targeted by online scams.
Implementing ModMed Pay has encouraged more timely payments and expanded payment options for our patients. Through Klara, patients can easily view their balances, related treatments, and settle their accounts. I’m thrilled to report a 30% increase in payments through text notifications. Additionally, by securely storing credit card information on file, the payment process is streamlined for everyone involved, and patients appreciate not having to call in their credit card details. This advancement saves valuable staff time.
With our recent relocation, we need to notify patients to visit our new site for their appointments. Previously, this would have required individually calling each patient. With Klara, it’s now quicker and more efficient.
Moreover, instead of sending forms by mail and waiting over a week for their return, Klara sends secure messages with digital signing instructions. This process is HIPAA-compliant, ensuring patient data privacy is maintained without risk of loss in the mail. We often receive signed forms back rapidly, sometimes within minutes — it’s fantastic.
The Patient Collaboration tools have drastically shortened our workflow timelines. Adopting ModMed has modernized our operations, aligning us with other practices and even top-tier hospitals in the region.
Scaled up successfully
EMA and ModMed Practice Management are user-friendly, effective and highly efficient. Training new staff requires minimal time, allowing us to operate with much greater speed than other practices I’ve experienced.
Our providers are based in our main Waco hub and rotate visits to our other locations. Given the vastness of our state and the high demand for dermatologists, especially in rural areas, we focus on extending care to places like these. By doing so, we can identify serious issues, such as skin cancers, that require immediate attention. Our practice’s success is built on expanding our reach, not for financial gain, but to meet the significant needs of our patients. ModMed supports our unique business model and has helped us achieve great success.
Learn more about our ModMed HEROs.
The statements and conclusions contained herein reflect the opinions of Tiffany Walsh and not those of ModMed. ModMed makes no representations or warranties as to the accuracy of any such information. Results may vary depending on medical practice size, product usage and other variables.
