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St. Luke’s Hospital Implements TRACE to Improve Customer Service, Efficiency Maumee, OH, February 11, 2009St Luke’s Hospital recently contracted to purchase TRACE to document and manage routine communication across the continuum of care. St. Luke’s goals are to reduce denied claims and paperwork by using TRACE to index and store communication that is critical to protecting hospital revenue. Instead of printing paper copies, staff will use the Tracker web application to conveniently search, sort, route and retrieve all communication records. "We wanted to improve our customer service by capturing registration and pre-certification communication in a central repository that is conveniently accessible at all sites of service," said Dennis Wagner, director of Managed Care and Reimbursement. By streamlining administrative processes, TRACE will help St. Luke’s ensure that patients and physician offices can get through to schedule appointments. A permanent record of these exchanges will also assist in quality assurance efforts. The hospital will also use TRACE to organize and store fax transmissions, providing back-up for inquiries from insurance companies, physicians and patients. St. Luke’s will initially implement TRACE in Patient Registration, Scheduling and Precertification, with a goal of adding other departments and features over time. About St. Luke’s Hospital St. Luke's Hospital is a 314-bed facility that has provided more than three decades of service in Maumee and more than a century of care to northwest Ohio.
Contact: Erin McCarty, 865-292-0524, erin.mccarty@twsg.com
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