Middlesex Eye Physicians experiences financial growth and improved operations with ModMed

Background

Founded in 1966, Middlesex Eye Physicians has grown to nine providers across four locations and offers comprehensive eye care, cataract surgery, glaucoma treatment, LASIK and optical services. Executive Director David Lane, joined during the practice’s implementation of ModMed’s suite to include EMA^® EHR, ModMed^® Practice Management (PM), ModMed Pay, and Patient Collaboration. David immediately focused on the technology integration with goals of enhancing patient engagement, improving workflow processes, and cultivating confidence among staff in utilizing the products.

Building a strong foundation

Shortly after joining Middlesex Eye Physicians, I attended ModMed’s users conference, MOMENTUM, to network and gain insights into maximizing the software’s capabilities. One priority was streamlining front office flow and introducing patient collaboration tools such as ModMed Kiosk and Klara. Additionally, our providers worked together to improve their workflows, effectively transitioning from a previous task-based approach with our prior system to a connected, workflow-based solution. This change enhanced coordination between front office staff, technicians and providers.

After go-live completion, we opted to extend support with a Customer Success Manager who would be our go-to person to help us further optimize the system. We also utilized ModMed University, enabling staff to access training resources and adapt their skills independently. The support from ModMed proved invaluable. The accessibility and commitment of their team have supported our continued success.

Financial growth and efficiency

During our first year of using ModMed, we experienced significant improvements in billing efficiency and collections. Days of Net Accounts Receivable (NAR) decreased from 29-30 days to approximately 21 days. Improved access to data helps us fine-tune business operations, leading to a steady increase in financial health.

We went live with ModMed in 2023 and observed an 8% increase in revenue compared to 2022, followed by a 12% increase in 2024. ModMed Pay, along with features like Text-to-Pay and QuickPay, has significantly boosted patient collections by 14% daily, and by 42% overall when comparing 2022, prior to ModMed, to 2023. Additionally, the front desk can address patient eligibility and copayments earlier in the patient journey, which has also contributed to our success.

The billing and coding processes underwent significant improvements as well. Time to close notes decreased from 9-12 minutes to an impressive 3-4 minutes, thanks to enhanced efficiencies and ease of use of the system. Custom edits allowed charges to pass through seamlessly, ensuring that only the necessary claims were reviewed manually. Consequently, claims were submitted within half a day, one full day less than our previous system. These results confirm the effectiveness of ModMed’s solutions.

Streamlined processes equal time saved

The success of ModMed’s functionalities in enhancing operational efficiencies has been pivotal. Starting in 2024, I aimed to increase surgical revenue for our four surgeons, addressing delays in scheduling initial consults. We set booking goals for our referral coordinator, who now uses daily reports to track progress and reschedule canceled appointments. This change led to an increase from 400 to over 650 consults in just six months, resulting in an increase of our surgical case volume by 40%.

Our surgical coder, who is also our billing manager, spent about 10 hours a week entering charges and coding surgeries prior to ModMed. The adoption of surgical Protocols within EMA has reduced her data entry time to just 35-45 minutes a week.

We’ve been able to leverage Analytics to provide data on individual performance in areas where we can improve. Most practices have some level of conflict between the front desk and the billing team when something as simple as a co-pay is missed. Our billing manager provides weekly success metrics to the front desk, helping to reduce conflicts and improve performance in both departments.

The ModMed Kiosk streamlines check-in and captures patient information directly into our system. This reduces paperwork, with over 50% fewer scans needed, as consents and policies are signed digitally and stored immediately. Technicians now validate patient-provided information instead of collecting it manually, decreasing processing time.

Patient Collaboration with Klara

We went live with Patient Collaboration in December 2023. By February, when we had an open front desk position, the usage of Klara was already so robust that my own front desk team asked me not to fill that position. They felt like Klara was doing the work.

We’re interacting with over 1,200 patients a quarter using Klara just for messaging. It’s an excellent tool for patient engagement, beyond just reminders, enabling interaction when patients reschedule or cancel. We can send clinical instructions for appointments, ensuring patients are prepared, such as wearing contacts or bringing items. We also rolled out Klara for surgical coordination, using it for pre and post-op instructions, facilitating patient queries, and providing a template for scheduling multiple surgery-related appointments.

Conclusion

Our journey with ModMed exemplifies the importance of strategic implementation and robust support in healthcare technology. The shift towards a cohesive all-in-one system has enabled our practice to thrive, improve patient engagement, and significantly enhance financial outcomes.

To learn more about the products David Lane discussed, please request a demo at modmed.com/ophthalmology or call 561.235.7502

The statements and conclusions contained herein reflect the opinions of David Lane 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.