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BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 1
BLACK BOOK RANKINGS 2014 USER SURVEY
Top Outsourcing Vendors
Revenue Cycle Management & Analytics
Community Hospitals and
Academic Medical Centers Over 200 Beds
Includes Proprietary/Investor Chain Facilities and Non-Profit System Hospitals over 200 Beds Contracting as Individual Business Units
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 2
Black Book™ annually evaluates leading health care/medical software and outsourcing service providers across 18
operational excellence key performance indicators completely from the perspective of the client experience.
Independent and unbiased from vendor influence, more than 428,000 healthcare IT users are invited to contribute to
various annual customer satisfaction polls. Suppliers also encourage their clients to participate to produce current and
objective customer service data for buyers, analysts, investors, consultants, competitive suppliers and the media. For
more information or to order customized research results, please contact the Client Resource Center at +1 800 863 7590
© 2014 Black Book Market Research LLC All Rights Reserved.
Reproduction of this publication in any form without prior written permission is forbidden. The information contained
herein has been obtained from sources believed to be reliable. Brown-Wilson Group, Inc. the parent corporation of Black
Book™, Black Book Rankings LLC, Black Book Market Research LLC, and The Black Book of Outsourcing®, disclaims
all warranties as to the accuracy, completeness or adequacy of such information. Brown-Wilson Group shall have no
liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader
assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed
herein are subject to change without notice. Brown-Wilson Group's unrivaled objectivity and credibility is perhaps your
greatest assurance. At a time when alliances between major consultancies and suppliers have clouded the landscape,
Brown-Wilson Group remains resolutely independent. We have no incentive to recommend specific software or
outsourcing services vendors. Our only allegiance is to help you achieve the results you want with the best possible
solution.
For more information, visit www.BlackBookMarketResearch.com
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 3
TABLE OF CONTENTS
2014 BLACK BOOK™ HOSPITAL REVENUE CYCLE OUTSOURCING SURVEY OVERVIEW 5-14
INTRODUCTION 5
KEY FINDINGS
SURVEY OVERVIEW
BLACK BOOK METHODOLOGY 15
HOW THE DATA SETS ARE COLLECTED
UNDERSTANDING THE STATISTICAL CONFIDENCE OF BLACK BOOK DATA
WHO PARTICIPATES IN THE BLACK BOOK RANKING PROCESS
COMPARATIVE VENDOR ANALYSIS
TOP 20 HOSPITAL REVENUE CYCLE MANAGEMENT OUTSOURCING VENDORS 15
TOP #1 HOSPITAL RCM VENDOR OVERALL, TOP VENDORS BY FOUR FUNCTIONAL SUBSETS
TOP 20 HOSPITAL RCM VENDORS, RANKED LIST 1 THROUGH 20
STOP LIGHT SCORING KEY 17
OVERALL KPI LEADERS 21
SUMMARY OF CRITERIA OUTCOMES
TOP SCORE PER INDIVIDUAL CRITERIA
INDIVIDUAL KEY PERFORMANCE
TABLE OF FIGURES
Figure 1: Comprehensive Hospital RCM vendors defined
Figure 2: Key to raw scores
Figure 3: Color-coded stop light dashboard scoring key
Figure 4: Raw score compilation and scale of reference
Figure 5: Scoring key
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 4
TABLE OF TABLES
Table 1: Top 20 Hospital Revenue Cycle Management Outsourcing Vendors 2014
Table 2: Summary of criteria outcomes
Table 3: Top score per individual criteria
Tables of Individual Key Performance Indicator, Top Ten Highest Mean by KPI 24
Table 4: Vendor overall preference/vertical industry recommendations
Table 5: Innovation
Table 6: Training
Table 7: Client relationships and cultural fit
Table 8: Trust, Accountability and Transparency
Table 9: Breadth of offerings, client types, delivery excellence
Table 10: Deployment and outsourcing implementation
Table 11: Customization
Table 12: Integration and interfaces
Table 13: Scalability, client adaptability, flexible pricing
Table 14: Compensation and employee performance
Table 15: Reliability
Table 16: Brand image and marketing communications
Table 17: Marginal value adds
Table 18: Viability, Managerial Stability
Table 19: Data security and backup services
Table 20: Support and customer care
Table 21: Best of breed technology and process improvement
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 5
PART ONE INTRODUCTION
Black Book™ gathers insights via an interactive online survey and related telephone discussions and follow-up
polling. The result is intended to serve as an annual barometer of the IT client satisfaction and managed
services experience of medical groups, hospitals, clinicians, physicians, administrators, financial officers and
technology professionals in the healthcare industry.
The largest user opinion poll of its kind in healthcare Black Book collects over a half million viewpoints on
information technology vendor performance annually. In this segmented survey of healthcare financial leaders,
over 8,000 respective administrative/financial/technology support staff of hospitals and physician practices
contributed their perceptions to Black Book™ between April 2014 and November 2014 to measure outcomes
and performance in the Revenue Cycle Management, Patient Accounting, HIS/CIS and Electronic Health
Record technology continuum.
In a series of four research segments on the 2014 State of the Revenue Cycle Management industry, Black
Book™ is releasing comprehensive findings of users on the trends and directions of hospitals and physician
practices, as well as the top ranked vendors in customer satisfaction and client experience.
Included in the 2014 Black Book™ Revenue Cycle Management survey sets released in October/November
are:
Physician Integrated EHR/Practice Management/Revenue Cycle Management Software - (1) Physician
Practices Seamless PM/RCM/EHR Software
Hospital Revenue Cycle Management Software - (2) Large Hospital and Academic Medical Center RCM
Software; (3) Small and Community Hospital RCM Software; (4) Hospital Chains/System IDN and ACO RCM
Software
Outsourcing RCM Services – (5) RCM Outsourcing in Hospital Systems/IDNs/Systems/Chains and RCM
Outsourcing in Large Hospitals/Academic Medical Centers/Faculty Practices & Clinics over 200 Beds; (6) RCM
Outsourcing in Community Hospitals 100-200Beds and RCM Outsourcing in Small/Rural Hospitals under 100
Beds, and (7) RCM Outsourcing for Physician Groups
Revenue Cycle Consultants and Transformation Experts – (8) RCM Consultants
STATE OF HOSPITAL REVENUE CYCLE INNOVATION
Revenue cycle management (RCM) is the life force of any hospital, private or nonprofit. Effective patient registration, insurance and benefit verification, charge capture, and claims processing are essential to maintaining viability.
In a marketplace of several hundred core and niche Revenue cycle management (RCM) vendors, Black Book survey respondent’s evaluated 130 outsourcing services /solutions. Many vendors offer both software and outsourced business services, while some only focus on one specialty. This report’s vendor results center on hospitals and outsourced solutions only.
RCM software applications are usually characterized in two segments
- Core, Platform and/or Point Solutions - Bolt-on Solutions (providing added functionality to core solutions)
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 6
The current penetration of RCM solutions for inpatient medical/surgical hospital environment varies by type of application. Software applications and outsourcing services needed for the core functions of patient registration, scheduling, billing, coding, and claims processing are adopted in 100% of hospitals today, while other RCM applications are less penetrated or significantly vary in penetration across various types of hospitals.
Difficulty in Finding Skilled RCM Human Resources for New RCM Software/Reimbursement Challenges
HOSPITAL SIZE
CFO/Finance Director/ Business Office Management
Foresees Staffing Issues with new RCM implementation
Small/Rural Hospitals under 100 Beds 83%
Community Hospitals 101-200Beds 66%
Large Hospitals & Academic Medical Centers over 200Beds 40%
Hospital Chain, Systems, Shared Services, Networks and ACOs 24%
Staffing Concerns make Outsourcing core or bolt-on RCM services a better short term alternative to Software Implementations
HOSPITAL SIZE
CFO/Business Office Manager
Agrees/YES
Small/Rural Hospitals under 100 Beds 69%
Community Hospitals 101-200Beds 41%
Large Hospitals & Academic Medical Centers over 200Beds 15%
Hospital Chain, Systems, Shared Services, Networks and ACOs 10%
What is your facilities top-related technology issue impacting total organizational revenue?
HOSPITAL SIZE
ICD-10 Coding
EHR & Clinical
Integrations
Billing & Claims
Contractual Analysis
Interoperability
Small/Rural Hospitals 35% 36% 21% 5% 3%
Community Hospitals 27% 25% 14% 28% 6%
Large Hospitals 6% 13% 4% 46% 31%
Hospital Chain, Systems 7% 12% 7% 42% 32%
Which scenario best describes your hospital’s short term (2014-2016) RCM strategy for software versus outsourcing acquisition
HOSPITAL SIZE
One Core Legacy RCM Vendor
Solution
Seamless Array of Core and Bolt-on RCM Solutions
Outsourcing either End-to-End or
Partial Segments
Small/Rural Hospitals 4% 20% 65%
Community Hospitals 7% 29% 52%
Large Hospitals 6% 56% 37%
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 7
Roughly two-thirds (3,000 of all US hospitals) predicting in 2012 that they would replace their core RCM solution have failed to initiate a sustainable RCM plan as of January 2014. The stalled strategy and or vendor selection process was stuck in an otherwise do nothing/status quo or autopilot stage. Myopic task forces on ICD-10 coding, physician practice EHR integration, siloed EHRs, lack of connectivity, poor interfaces and insurance verification/eligibility issues had taken priority over comprehensive RCM solution strategies, claimed 28% of hospital CFOs. Once functioning well among small hospitals and community facilities, the now under-optimal core legacy systems needed to be bolstered bolt on RCM solutions. Then the EHR marketplace additionally complicated some clinical information integrations and offered very limited financial decision support.
Small and community hospitals under 200beds particularly braced for the impact of operating at a fiscal loss with inpatient revenues decreasing and costs rising, including the implementation costs of electronic health record implementations.
Technologically advanced academic medical centers, larger inpatient facilities, hospital systems and chains, ACO organizations, and affiliated provider networks are also supporting and growing the Bolt on market products, particularly eligibility and analytics, as they have adapted RCM strategies to value based reimbursement and complex contractual agreements with payers.
51% of hospitals under 200beds are delaying making an RCM transformation program functional until after 2015 coding transitions are complete and meaningful use checks are cashed. 65% of large hospital considering RCM transformation initiatives expect to execute their plans before October 2015.
82% of hospital financial executives in hospitals under 200beds are concerned that neglected RCM transformations by Q1 2016 will likely cease to operate, as insurers move to pay for quality not services from a system that thrived on sickness to one that rewards wellness and health. 95% of those respondents worry it will likely cost them their CFO jobs.
69% of CFOs in hospitals under 100 beds expect their RCM strategy will be selected solely on their CIS vendor relationship, compared to 15% of CFOs in larger facilities.
Hospital CFOs and CIOs are at odds with the prioritization of RCM above all other technology spends in 2015, as was the case in 2013 and 2014. Although 74% of CIOs and 91% of CFOs agree current RCMs need to be replaced, the project implementation acquisition, timing and urgency differ.
CFOs and CIOs also are polarizing on the organizational preference to manage fewer vendors and favor single-source clinical and financial software vendors. In a boomerang shift starting from a 2010 Black Book survey, 85% of CFOs were amenable to implementing a single source software vendor following the direction of the hospital’s clinical information system selection committee. The general sentiment of 77% of CFO’s in 2013 was they could make any RCM solution work if the hospital’s clinical staff was satisfied with the health care delivery element of the system.
However, in the Black Book survey ending in November 2014 of the same topic, only 6% of CFOs want their RCM system or services decisions driven by other hospital leaders including CIOs and/or clinicians. Even in small hospitals under 100 beds, 97% of CFOs have strong preference for a best in breed RCM vendor, regardless of the hospital’s single-source enterprise strategy, which is overwhelmingly driven by the established or new choice of the clinical system vendor.
CFOs (76%) in a pre-purchase mode of RCM claim to be biased towards bolt-on functionalities that have a higher probability of delivering high results to hospital and its bottom line.
Enterprise integration with an incumbent clinical system is no longer the biggest motivator when making an RCM vendor selection, except in hospitals under 100 beds, according to 70% of CFOs. Narrowing margins and escalating costs, drops in Medicare, Medicaid and commercial reimbursements are forcing executives to collaborate across agendas to increase efficiencies and automate to save the bottom line. Hospital budgets are
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 8
already struggling with decreased reimbursements have the demand of purchasing or upgrading integrated RCM and clinical software.
OTHER KEY CFO FINDINGS Q3 2014
47% of hospital (under 200 beds) CFOs do not intend to let the facility’s legacy clinical system have bearing on their RCM decision, compared to 93% of large hospital CFOs.
80% feel the pressure to make a RCM decision is actually a threat to their job stability.
28% feel they will lose their jobs in 2016 regardless of the RCM choices they make in 2014.
87% of small and community hospitals anticipate declining-to-negative profitability in 2015 due to diminishing
reimbursements, unrecovered collections, and underutilized or inefficient billing and records technology.
90% of CFOs fear that the ramifications of their outdated and/or auto-piloted revenue cycle management
systems, particularly those not integrated to other systems will force the hospital to outsource the entire
business office function, end-to-end, or purchase a new “next generation” RCM solution by 2016.
94% of small and community hospitals integrating recently acquired (independent) physician practices find the
RCM systems in those medical offices obsolete or dysfunction for current patient financial processes with the
hospital.
81% of Hospital CFOs consider outsourcing to be the best stop gap measure until new RCM software is
afforded and installed
71% of Hospital CFOs consider end-to-end RCM outsourcing to be the best solution until after value-based
payment models are better established.
62% of small and community hospitals are considering using a Consultant to assist in integrations, vendor
selections, outsourcing determinations, and total transformations or new RCM product implementations.
However, 83% of hospital CFOs considering RCM consulting advice report delays and/or difficultly in securing
RCM consulting engagements with the top rated firms based on current demand.
69% of hospitals under 200 beds are considering a combination of new software and outsourcing services to
improve their RCM systems before ICD-10 launches.90% of hospitals with more than 200 beds anticipate
supplementing their existing RCM software with outsourcing services in Q1 2015.
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 9
HOSPITALS CONFIRMING RCM SYSTEM REPLACEMENT ACTIVITIES
(CHANGE WITHIN NEXT 24 MONTHS) HOSPITALS OVER 200 BEDS
Primary Three Goals of Hospital acquiring new RCM Software and/or Outsourcing Services
2012-2014 Strongly Prefer
2014-2016 Strongly Prefer
Upgrade RCM Software Solution only, End-to-end and/or Bolt-on solutions
55%
35%
Upgrade RCM/EHR Collectively
8%
10%
Outsource RCM (Full Enterprise)
16%
46%
Part RCM Software Upgrade/Some Outsourcing
80%
82%
Seamless RCM/Clinical Information System
79%
40%
Prefer One Vendor for RCM/CIS-HIS Solution
4%
1%
Vetting a RCM solution is extremely complex as many hospitals have discovered that after purchasing a
solution set, they are unable to do much of what was promised and even less has been delivered. The lagging
legacy vendors are mainly built to compliance specifications and providers are finding these are completely
unusable for a hospital with variable census and payer mix.
NEW RCM SOFTWARE ACQUISITIONS (IMPLEMENTED IN LAST 12-18 MONTHS)
Situation/Insight
After 6 months
After 12 Months
After 18 Months
Still in New User Survival Mode
60%
13%
8%
Cannot customize due to staffing issues/turnover
53%
9%
12%
Will not maximize RCM software (ever)
92%
80%
25%
Cannot integrate network practice technologies
64%
48%
55%
Limited data building and underutilized features
92%
84%
81%
Mastered basic and intermediate tasks so that return on investment is being realized
64%
87%
97%
Capabilities and expertise of system and staff have made tangible financial impacts
12%
51%
79%
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 10
IMMEDIATE IMPROVEMENTS TO HOSPITAL REALIZED AFTER RCM IMPLEMENTATION
& TRANSFORMATION INITATIVES
Source: Black Book™
Select Six or Less of the Top Improvements Noted after RCM Transformation Activities
NEW RCM
SOFTWARE IMPLEMENTED
NEW RCM
OUTSOURCING SERVICES
Productivity & Re-balanced Workflows
85%
25%
EHR Charge Sweeps & Reconciliation
93%
49%
Accurate and Actionable Daily Reports
89%
80%
Payment Resolution
89%
81%
Filing Insurance Claims (Primary & Secondary)
88%
92%
Resolve Rejections
80%
79%
Post Payments
90%
72%
Perform Collections
62%
95%
Follow up on Appeals and Denials
71%
83%
Perform Audits A/R & Charge Lags
91%
98%
Review payer denials and rejections
32%
57%
Improve Coding and Compliance
73%
89%
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 11
RCM OUTSOURCING VENDOR SATISFACTION BY HOSPITAL (BED) SIZE
Community hospitals (101-200beds) report highest satisfaction and ROI from legacy system RCM
implementations within the past twelve months. Academic medical centers are the least satisfied with recent
RCM software implementations. Complex system vendors, typically in use at large hospitals and academic
medical centers over 400 beds, hospital systems, IDNs, CINs, chains, clinics and groups use more bolt-on RCM
vendors with greatest satisfaction. End-to-end outsourcers Conifer, Parallon and Optum ranked as the top three
service vendors across all inpatient settings.
INDUSTRY EVOLUTION TO END-TO-END RCM OUTSOURCING VENDORS TOP TEN OFFERINGS TO ALL HOSPITAL GROUPS/SYSTEMS/NETWORKS RESPONDING
2014 RCM OUTSOURCER
HOSPITAL & STANDARDIZED FACILITIIES
OUTSOURCED RCM SOLUTIONS
COMPLEX PROVIDER NETWORK OUTSOURCED RCM SOLUTIONS
Small & Rural
Hospitals
(100 Beds or Less)
Community Hospitals
(101-200Beds)
Large Hospitals
& Academic Medical Centers
(200+ Beds)
Hospital
Systems & Proprietary
Chains, IDNs and ACOs
CONIFER HEALTH
A
A
A
A
PARALLON
A
A
A
A
OPTUM
A
A
B
A
CONVERGENT
A
B
B
B
EMDEON
C
B
A
A
XTEND
C
A
A
B
MCKESSON RELAYHEALTH
C
A
A
C
MEDASSIST FIRSTSOURCE
B
B
B
B
HBCSI
C
B
C
B
MEDASSETS
B
‘ B
B
B
Source: Black Book™
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 12
KEY: A = 90%+ SATISFACTION RATING B = 80%-90% SATISFACTION C = 70%-80% SATISFACTION
TOP 20
COMMUNITY & LARGE HOSPITALS OVER 200 BEDS
OUTSOURCING VENDORS: REVENUE CYCLE MANAGEMENT & ANALYTICS
Source: Black Book™
2014 Rank by User
Satisfaction/ Client Experience
Hospital Revenue Cycle Management & Analytics Outsourcing Services RCM Vendor
1 CONIFER HEALTH
2 OPTUM
3 PARALLON
4 CONVERGENT
5 EMDEON
6 XTEND
7 MCKESSON RELAYHEALTH
8 MEDASSIST FIRSTSOURCE
9 HBCS
10 MEDASSETS
11 CITADEL
12 BANCTEC
13 GEBBS
14 MEDSYNERGIES
15 CCI INC
16 CARDON OUTREACH
17 ADVANT EDGE
18 NCO GROUP
19 EXPERIAN
20 CYMETRIX
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 13
Source: Black Book™
User Reasons for Revenue Cycle Management highest vendor satisfaction rates 2014 Implementations Clients select top five that apply to their respective vendor performance and relationships
ACO development & Payment Reform Preparations 90.1%
Analytics and Business Decision Support
Seamless EHR Integration
90.0%
75.3%
Demonstrated cost savings & ROI
74.8%
Improved charge/reimbursement execution & coding 72.9%
Continuous productivity improvements 15.2%
Innovation in reimbursement capabilities 14.5%
Clinician (physician and nursing) satisfaction 14.0%
Ongoing flexibility to adapt 12.1%
Customization, disparate systems issues resolved
10.4%
Vendor Responsiveness to users 8.2%
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 14
SURVEY PARTICIPATION: RCM
This segment of the Black Book™ Revenue Cycle Management Software and Outsourcing survey for hospitals
included insights from 2,246 users from 590 hospitals. Each survey pool was collected across three separate
polls in April and July and November 2014.
Respondent Title
Respondents
CEO or Corporate Officer 75
CFO or Finance Director/Manager 885
CIO or IT Director/Manager 440
Business Office Supervisor 605
Business Office Staff (Representative for Management) 106
Physician 20
Nurse or Clinician 54
Other 61
TOTAL 2246
Hospital Respondent Title
Percent of RCM PM Survey Participation Pool 2014
CEO or Administrator or Corporate Officer 3%
CFO or Finance Director/Manager, System or Facility 39%
CIO or IT Director/Manager 20%
Business Office or Billing Manager/Staff including Corporate Staff 32%
Physician 1%
Nurse/Clinician or Other 2%
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 15
2014 BLACK BOOK™ METHODOLOGY
How the data sets are collected
Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by electronic medical and health
record product lines. The gathered data are subjected immediately to an internal and external audit to verify completeness and accuracy
and to make sure the respondent is valid while ensuring that the anonymity of the client company is maintained. During the audit, each
data set is reviewed by a Brown-Wilson executive and at least two other people. In this way, Black Book's clients are able to clearly see
how a vendor is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography
and functions outsourced, and are reported accordingly.
Situational and market studies are conducted on areas of high interest such as e-Prescribing, Health information Exchange, Accountable
Care organization, hospital software, services providers, educational providers in e-health, benchmarkers and advisors. These specific
survey areas range from four to 20 questions of criteria each.
Understanding the statistical confidence of Black Book data
Statistical confidence for each performance rating is based upon the number of organizations scoring the electronic medical and health
records service. Black Book identifies data confidence by one of several means:
Top-10-ranked vendors must have a minimum of 10 unique clients represented. Broad categories require a minimum of
20 unique client ballots. Data that are asterisked (*) represent a sample size below required limits and are intended to be
used for tracking purposes only, not ranking purposes. Performance data for an asterisked vendor's services can vary
widely until a larger sample size is achieved. The margin of error can be very large and the reader is responsible for
considering the possible current and future variation (margin of error) in the Black Book performance score reported.
Vendors with more than 20 unique client votes are eligible for top 10 rankings and are assured to have highest
confidence and lowest variation. Confidence increases as more organizations report on their outsourcing vendor. Data
reported in this form are shown with a 95% confidence level (within a margin of 0.25, 0.20 or 0.15, respectively).
Raw numbers include the quantity of completed surveys and the number of unique organizations contributing the data for
the survey pool of interest.
Who participates in the Black Book Ranking Process?
More than 428,000 hospital leaders and other users ranking from system executives, clinicians, IT specialists and front-line implementation
veterans are invited to participate in the 2013 annual Black Book EMR EHR e-Health initiative satisfaction survey. Non-invitation receiving
participants must complete a verifiable profile, utilize a valid corporate email address and are then included as well. The Black Book
survey web instrument is open to respondents and new participants periodically for several surveys at http://blackbookrankings.com, http://
blackbookmarketresearch.com and http://blackbookpolls.com Only one ballot per corporate email address is permitted and changes of
ballots during the open polling period require a formal email request process to ensure integrity. Follow up RCM surveys were conducted
from August 1 to October 15 to analyze the replacement market phenomenon within the RCM marketplace. Additionally, from April 15 to
July 31 to collect data on Revenue Cycle Management solution satisfaction including Physician Practice Management applications,
services and initiatives.
Hospital Revenue Cycle Management outsourcing vendor rankings and results – 2014
2,246 qualified users of systems with validated corporate/valid email addresses ranked 105 RCM software solution, technology and
outsourcing services suppliers offering individual or bundled arrangements as part of the Black Book annual survey, which was conducted
2014 Black Book Hospital Revenue Cycle Management Outsourcing Top Vendors Report
BLACK BOOK™ TOP HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS OUTSOURCING VENDORS Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission. Page 16
via web survey instruments. Additionally 2,440 users answered questions about budgeting, vendor familiarity and vendor selection
processes. The four most highly utilized systems of RCM solutions are included as subsets. 2055 replacement market prospective RCM
buyers took part in the follow up 2014 survey.
1,829 Physician Practices, Groups and Clinics (staffers and clinicians) also submitted satisfaction ballots to rank and report client
experience among practice management and revenue cycle management software and services vendors. 590 inpatient hospitals in total
participated in the 2014 RCM vendor review process.
Stop Light Scoring Key
TOP BLACK BOOK™ REVENUE CYCLE MANAGEMENT OUTSOURCING VENDOR
© 2013 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
STOP LIGHT SCORING KEY
Figure 1: Comprehensive Hospital Revenue Cycle Management & Analytics vendors are defined as being comprised of four surveyed
functions
BILLING, CHARGE CAPTURE, CODING
CLAIMS MANAGEMENT
REIMBURSEMENT, INSURANCE/
PAYOR MANAGEMENT
PAYMENT, RESOLUTION & COLLECTIONS
Source: Black Book™
Stop Light Scoring Key
TOP BLACK BOOK™ REVENUE CYCLE MANAGEMENT OUTSOURCING VENDOR
© 2013 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
Figure 2: Key to raw scores
Source: Black Book Rankings
Figure 2: Key to raw scores
Figure 3: Color-coded stoplight dashboard scoring key
Green (top 10%) scores better than 90% of RCM vendors. Green coded vendors have received constantly highest client satisfaction scores.
8.71 +
Clear (top 33%) scores better than 67% of RCM vendors. Well-scored vendor which have middle of the pack results.
7.33 to 8.70
Yellow scores better than half of RCM vendors. Cautionary performance scores, areas of improvement required.
5.80 to 7.32
Red scores worse than 66% of RCM vendors. Poor performances reported potential cause for service and contractual cancellations.
Less than 5.79
0.00–5.79 ►
◄ 5.80–7.32 ►
◄ 7.33–8.70 ►
◄ 8.71–10.00
Deal breaking dissatisfaction
Does not meet expectations
Cannot recommend vendor
Neutral
Meets/does not meet expectations
consistently
Would not likely recommend vendor
Satisfactory performance
Meets expectations
Recommends
vendor
Overwhelming satisfaction
Exceeds expectations
Highly recommended vendor
Stop Light Scoring Key
TOP BLACK BOOK™ REVENUE CYCLE MANAGEMENT OUTSOURCING VENDOR
© 2013 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
Figure 4: Raw score compilation and scale of reference
Figure 4: Raw score compilation and scale of reference
Black Book raw score scales
0 = Deal breaking dissatisfaction ◄ ► 10 = Exceeds all expectations
Source: Black Book Rankings
Individual vendors can be examined by specific indicators on each of the main functions of EHR PM/RCM as well as grouped and summarized subsets. Detail of each subset is
contained so that each EHR PM/RCM vendor may be analyzed by function and end-to-end EHR PM/RCM services collectively.
Overall KPI Leaders
TOP BLACK BOOK™ REVENUE CYCLE MANAGEMENT OUTSOURCING VENDOR
© 2013 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
Figure 5: Scoring Key
Source: Black Book Rankings
Overall rank – this rank references the final
position of all 18 criteria averaged by the mean
score collectively. This vendor ranked fifth of the
20 competitors.
Criteria rank – refers to the number of the
question or criteria surveyed. This is the sixth
question of the 18 criteria of which this vendor
ranked first of the 20 vendors analyzed
positioned only on this particular criteria or
question.
Company – name of the Hospital Revenue Cycle Management Outsourcing Solutions vendor (sample name).
Subsections – each subset comprises one-
fourth of the total RCM vendor mean at the end
of this row, and includes all buyers and users
who indicate that they contract each respective
service subsection with the supplier, specific to
their enterprise.
Mean – congruent with the criteria rank, the
mean is a calculation of all four subsets of RCM
functions surveyed. As a final ranking reference,
it includes all vertical industries, market sizes and
geographies.
OVERALL RANK
Q6 CRITERIA RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS MANAGEMENT
REIMBURSEMENT, INSURANCE/PAYOR
MGMT
PAYMENT, RESOLUTION
& COLLECTIONS
MEAN
5 1
HOSPITAL RCM
OUTSOURCING CORPORATION
9.02 7.56 5.59 5.82 7.00
2014 Black Book™ Top 20 Outsourcing Vendors
Hospital Revenue Cycle Management & Analytics
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
OVERALL KEY PERFORMANCE INDICATOR LEADERS
OUTSOURCED HOSPITAL REVENUE CYCLE MANAGEMENT & ANALYTICS
SUMMARY OF CRITERIA OUTCOMES:
LARGE AND COMMUNITY HOSPITALS OVER 200 BEDS
RCM Table 1: Summary of criteria outcomes, HOSPITAL RCM OUTSOURCING VENDORS
Total number one criteria ranks Vendor Overall rank
12 CONIFER HEALTH 1
3 OPTUM 3
1 CONVERGENT 4
1 EMDEON 5
1 XTEND 6
Source: Black Book Rankings
2014 Black Book™ Top 20 Outsourcing Vendors
Hospital Revenue Cycle Management & Analytics
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
TOP SCORE PER INDIVIDUAL CRITERIA: HOSPITAL SYSTEMS/CHAINS IDNS ACOS REVENUE CYCLE MANAGEMENT OUTSOURCING
Criteria RCM Vendor Overall Rank
Vendor overall preference/vertical industry recommendations
CONIFER HEALTH 1
Innovation, Risk Models
CONIFER HEALTH 1
Training
CONIFER HEALTH 1
Client relationships and cultural fit
CONIFER HEALTH 1
Trust, Transparency, Accountability
OPTUM 3
Breadth of offerings, client types, delivery excellence
CONIFER HEALTH 1
Deployment and outsourcing implementation
OPTUM 2
Customization
EMDEON 5
Integration and interfaces
XTEND 6
Scalability, client adaptability, flexible pricing
OPTUM 3
Compensation and employee performance
CONVERGENT 4
Reliability
CONIFER HEALTH 1
Brand image and marketing communications
CONIFER HEALTH 1
Marginal value adds
CONIFER HEALTH 1
Viability, Managerial Stability
CONIFER HEALTH 1
Data security and backup services
CONIFER HEALTH 1
Support and customer care
CONIFER HEALTH 1
Best of breed technology and process improvement
CONIFER HEALTH 1
Source: Black Book™
2014 Black Book™ Top 20 Outsourcing Vendors
Hospital Revenue Cycle Management & Analytics
© 2014 Black Book Rankings LLC. This report is a licensed product. Do not duplicate or distribute without permission.
PART TWO: RANKED RCM OUTSOURCING VENDOR PERFORMNCE
2014 INDIVIDUAL KEY PERFORMANCE:
REVENUE CYCLE MANAGEMENT & ANALYTICS SOLUTIONS
LARGE AND COMMUNITY HOSPITALS (OVER OVER 200 BEDS)
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
2014 Rank
OUTSOURCED RCM VENDOR
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 MEAN
1 CONIFER 9.80 9.76 9.39 9.52 9.51 9.71 9.48 8.98 9.49 9.31 8.96 9.58 9.92 9.62 9.38 9.58 9.66 9.65 9.52
2 PARALLON 9.35 9.52 8.96 9.42 8.41 8.79 9.54 9.16 9.24 9.08 9.10 9.11 8.57 9.19 9.21 9.20 9.52 9.14 9.14
2 OPTUM 9.36 9.75 8.97 9.44 9.52 9.25 9.10 8.57 9.56 9.71 8.95 8.66 9.08 8.82 8.44 9.33 8.83 9.20 9.14
4 CONVERGENT 9.19 9.28 8.46 9.37 9.35 8.63 9.35 8.87 8.98 9.21 9.43 8.65 8.90 9.05 9.23 8.88 9.07 9.10 9.06
5 EMDEON 9.25 9.43 8.72 8.46 8.93 8.89 8.92 9.50 8.64 9.16 8.86 8.83 8.84 8.01 8.30 9.40 8.34 9.14 8.87
6 XTEND 8.93 8.15 9.33 9.03 7.79 8.38 8.05 8.97 9.58 8.11 8.35 8.12 9.22 9.14 9.00 9.14 9.23 9.11 8.76
7 MCKESSON 9.59 8.65 8.99 7.89 8.94 9.10 8.71 8.32 8.47 7.55 7.79 8.69 9.00 8.18 8.92 8.67 8.15 8.67 8.57
8 MEDASSIST 8.65 8.35 8.28 7.80 8.81 9.34 8.39 7.86 9.08 7.64 8.24 7.95 8.07 8.87 7.73 8.12 8.75 8.40 8.35
9 HBCS 7.41 8.95 8.19 8.64 7.66 9.25 8.30 7.77 7.62 8.24 8.15 8.36 8.85 9.46 7.51 8.07 8.79 8.31 8.31
10 MEDASSETS 8.30 8.36 8.36 9.29 9.17 7.56 9.07 7.50 7.72 7.68 8.02 7.94 9.67 8.08 9.01 8.39 6.95 8.55 8.31
11 CITADEL 6.91 7.75 8.51 8.69 8.73 9.14 8.12 7.12 9.15 9.37 7.45 7.38 8.08 8.67 7.77 8.80 8.00 8.34 8.22
12 BANCTEC 8.75 8.17 8.52 8.40 7.01 6.99 8.21 8.54 7.76 7.53 8.25 8.82 8.55 8.33 7.60 8.19 8.71 7.99 8.13
13 GEBBS 8.47 7.62 8.07 7.92 8.28 8.09 7.13 8.19 8.60 7.69 8.21 7.47 8.79 8.22 7.26 8.21 8.07 8.64 8.05
14 MEDSYNERGIES 8.44 9.20 7.81 8.23 8.54 7.81 8.97 7.51 7.05 8.42 7.93 7.73 7.47 7.82 7.31 7.72 7.96 8.61 8.03
15 CCI INC 7.78 7.82 7.51 7.75 8.06 8.40 6.93 7.80 7.63 7.97 7.45 7.81 8.26 7.22 8.01 8.44 7.92 8.37 7.84
16 CARDON 6.98 7.70 7.92 7.86 7.15 8.03 8.12 7.64 8.79 7.21 7.16 7.56 6.75 7.09 8.07 8.92 9.11 8.30 7.80
17 ADVANT EDGE 8.22 8.04 7.62 6.82 8.03 7.70 8.35 8.60 7.92 7.15 6.24 7.16 7.65 8.76 6.99 7.46 7.59 7.58 7.66
18 NCO GROUP 7.39 7.69 8.03 7.53 6.82 7.39 8.14 6.57 7.17 7.74 7.36 7.20 8.17 7.21 8.34 7.81 8.87 7.74 7.62
19 EXPERIAN 8.34 8.03 7.81 7.72 8.02 8.65 7.59 6.79 6.95 7.99 7.56 6.94 7.51 7.86 7.11 8.15 7.43 6.67 7.62
20 CYMETRIX 7.07 8.48 7.70 7.63 6.95 5.78 7.81 6.76 8.76 6.47 7.66 8.85 5.75 8.29 6.63 8.29 5.62 7.07 7.31
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q1. Vendor overall preference by similar users of Revenue Cycle Management peer group vertical industry recommendations for vendor expertise
RCM Table 4: Organizational structure meets the needs of stakeholders or customers and stakeholder satisfaction is the most important priority. Hospital RCM client is likely to
recommend the vendor to similar sized facilities.
Q2.
Innova
tion
R
C
M
T
a
b
l
e
5
:
C
OVERALL
RANK
Q1
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.84 9.85 9.73 9.77 9.80
7 2 MCKESSON RELAYHEALTH 9.51 9.38 9.81 9.64 9.59
3 3 OPTUM 9.27 9.47 9.37 9.33 9.36
2 4 PARALLON 9.27 9.41 9.42 9.29 9.35
5 5 EMDEON 9.42 9.21 9.32 9.04 9.25
4 6 CONVERGENT 9.28 9.38 9.30 8.81 9.19
6 7 XTEND 9.02 8.80 8.89 9.01 8.93
12 8 BANCTEC 8.59 8.34 8.95 9.10 8.75
8 9 MEDASSIST FIRSTSOURCE 8.48 8.58 8.36 9.19 8.65
13 10 GEBBS 9.00 7.33 8.84 8.69 8.47
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
ustomers are also continuing to push the envelope for further enhancements to which the RCM vendor is responsive. RCM clients also believe that their vendors’ technology is helping
them manage hospitals more effectively, generate accurate records and reimbursement billings and cut their overhead in ways that were difficult or impossible to accomplish before the
outsourcing was implemented. Vendor is responsive to make client recommendations with cutting edge improvements specific to hospitals.
OVERALL
RANK
Q2
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.73 9.79 9.59 9.93 9.76
3 2 OPTUM 9.86 9.66 9.77 9.69 9.75
2 3 PARALLON 9.16 9.84 9.59 9.49 9.52
5 4 EMDEON 9.30 9.66 9.41 9.33 9.43
4 5 CONVERGENT 9.54 9.48 8.69 9.41 9.28
14 6 MEDSYNERGIES 9.03 9.20 9.43 9.15 9.20
9 7 HBCS 9.11 8.87 9.17 8.63 8.95
7 8 MCKESSON RELAYHEALTH 9.12 8.88 8.33 8.26 8.65
20 9 CYMETRIX 8.54 8.64 8.92 7.80 8.48
10 10 MEDASSETS 8.31 8.61 7.94 8.58 8.36
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q3. Training
RCM Table 6: Outsourcing vendor leadership provides significant and meaningful training opportunities for internal employees and client staff in RCM. Leadership strives to develop
technology staff, RCM client service and customer servicing consultant employees, in particular. Training modules are effective and practical so that minimal post-implementation
training is required on or off site. Regular updates are timely and require minimal additional training to implement.
OVERALL
RANK
Q3
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS MEAN
1 1 CONIFER HEALTH 9.36 9.53 9.27 9.40 9.39
6 2 XTEND 9.45 9.44 9.21 9.21 9.33
7 3 MCKESSON RELAYHEALTH 9.32 9.00 9.10 8.55 8.99
3 4 OPTUM 9.09 8.48 9.35 8.94 8.97
2 5 PARALLON 9.21 8.68 9.34 8.60 8.96
5 6 EMDEON 8.73 8.61 9.04 8.49 8.72
12 7 BANCTEC 7.95 8.74 8.92 8.48 8.52
11 8 CITADEL 8.86 8.13 8.02 9.01 8.51
4 9 CONVERGENT 8.00 8.96 7.78 9.11 8.46
10 10 MEDASSETS 8.99 7.56 9.01 7.89 8.36
Source: Black* Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q4. Client relationships and cultural fit
RCM Table 7: RCM outsourcing vendor leadership honors customer relationships highly. The relationship with the vendor elevates the customer reputation. Improving hospital financial
services and healthcare delivery efficiency and effectiveness is a priority of the supplier. Governance of engagement is neither complex for buyer nor does it require vendor management
attention regularly. There is no regular transparency or quality issue. There are no culture clashes or misfits that threaten relationship’s success or client’s satisfaction.
OVERALL
RANK
Q4
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.45 9.60 9.65 9.38 9.52
3 2 OPTUM 9.50 9.40 9.45 9.41 9.44
2 3 PARALLON 9.31 9.50 9.62 9.25 9.42
4 4 CONVERGENT 8.91 9.54 9.44 9.60 9.37
10 5 MEDASSETS 9.58 9.54 8.89 9.13 9.29
6 6 XTEND 9.37 8.92 9.17 8.65 9.03
11 7 CITADEL 8.59 8.68 8.46 9.02 8.69
9 8 HBCS 8.16 8.23 9.48 8.68 8.64
5 9 EMDEON 8.43 9.30 7.87 8.23 8.46
12 10 BANCTEC 8.72 8.08 9.16 7.64 8.40
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q5. Trust, Accountability and Transparency
RCM Table 8: Trust in enterprise reputation is important to RCM clients as well as prospects. Client possesses an understanding that its organization has the people, processes, and
resources to effectively deliver the desired business and clinical results, based on its industry reputation and past performance. There are no disconnects between promises and
delivery, and integration between hospital clinical and financial applications and revenue cycle management outsourcing is seamless.
OVERALL
RANK
Q5
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
3 1 OPTUM 9.39 9.83 9.51 9.35 9.52
1 2 CONIFER HEALTH 9.15 9.59 9.52 9.78 9.51
4 3 CONVERGENT 9.32 9.11 9.25 9.72 9.35
10 4 MEDASSETS 8.97 9.62 8.57 9.51 9.17
7 5 MCKESSON RELAYHEALTH 9.04 8.64 9.07 9.00 8.94
5 6 EMDEON 8.78 8.94 9.22 8.79 8.93
8 7 MEDASSIST FIRSTSOURCE 8.61 8.42 9.11 9.10 8.81
11 8 CITADEL 8.86 8.80 8.43 8.82 8.73
14 9 MEDSYNERGIES 8.61 8.46 9.00 8.09 8.54
2 10 PARALLON 8.14 8.68 8.52 8.29 8.41
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q6. Breadth of offerings, varied client settings, delivery excellence across all user types
RCM Table 9: Hospital RCM vendor offers industry recognized horizontal functionality and vertical industry applications, and manage bundled services such as ACO, reimbursement
reform and developing new e-Health initiatives. Vendor routinely drives operational performance improvements and results in the areas they affect. Comprehensive offerings are
constructed to meet the unique needs of the client’s billing and collections initiatives. Breadth of vendor modules offers comprehensive system services and broad modules.
OVERALL
RANK
Q6
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.64 9.85 9.66 9.69 9.71
8 2 MEDASSIST FIRSTSOURCE 9.41 9.62 9.08 9.26 9.34
9 3 HBCS 9.19 9.47 9.15 9.17 9.25
3 4 OPTUM 9.10 8.94 9.42 9.55 9.25
11 5 CITADEL 9.46 9.37 8.56 9.19 9.14
7 6 MCKESSON RELAYHEALTH 8.70 9.22 9.12 9.35 9.10
5 7 EMDEON 8.98 9.08 8.84 8.66 8.89
2 8 PARALLON 8.50 9.49 8.95 8.25 8.79
19 9 EXPERIAN 8.68 8.63 8.12 9.15 8.65
4 10 CONVERGENT 8.82 8.43 8.51 8.77 8.63
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q7. Deployment and Revenue Cycle Management solution implementation & System-wide Standardization
RCM Table 10: RCM outsourcing client deploys at a pace acceptable to the client. RCM solutions eliminate excessive supervision over vendor implementations. Vendor overcomes
client implementation obstacles and challenges effectively. Technical, organizational and cultural implementation obstacles are handled professionally and punctually. Application
implementation time meets standard expectations. Implementations are efficient and sensitive to users’ specific situations which may cause delays.
OVERALL
RANK
Q7
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
3 1 OPTUM 9.07 9.44 9.92 9.75 9.54
1 2 CONIFER HEALTH 9.14 9.82 9.62 9.34 9.48
4 3 CONVERGENT 9.45 9.20 9.15 9.60 9.35
2 4 PARALLON 9.32 8.95 9.07 9.04 9.10
10 5 MEDASSETS 9.25 8.96 9.29 8.78 9.07
14 6 MEDSYNERGIES 8.71 9.20 8.47 9.51 8.97
5 7 EMDEON 8.86 8.85 8.98 9.00 8.92
7 8 MCKESSON RELAYHEALTH 8.91 8.57 8.84 8.50 8.71
8 9 MEDASSIST FIRSTSOURCE 8.75 7.87 8.34 8.58 8.39
17 10 ADVANT EDGE 8.05 8.41 8.71 8.22 8.35
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q8. Customization
RCM Table 11: Hospital RCM outsourced services are customized to meet the unique needs of specific facility client purpose, processes and models. Little resistance is encountered
when changing performance measurements as clients’ needs vary. Extraordinary efforts are made to adapt and convert client special needs into workable solutions with efficient cost
and time considerations. All outsourced solutions allow for modifications that are not costly or complex.
OVERALL
RANK
Q8
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
5 1 EMDEON 9.46 9.68 9.14 9.71 9.50
2 2 PARALLON 8.93 9.18 9.11 9.43 9.16
1 3 CONIFER HEALTH 8.41 9.06 9.28 9.18 8.98
6 4 XTEND 9.15 8.83 9.15 8.76 8.97
4 5 CONVERGENT 8.93 9.12 8.26 9.17 8.87
17 6 ADVANT EDGE 8.28 8.84 8.82 8.45 8.60
3 7 OPTUM 7.94 8.68 8.87 8.79 8.57
12 8 BANCTEC 7.92 9.01 8.91 8.22 8.54
7 9 MCKESSON RELAYHEALTH 7.79 8.49 8.68 8.32 8.32
13 10 GEBBS 8.78 8.18 7.79 8.01 8.19
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q9. Integration and interfaces
RCM Table 12: RCM vendor supports interfaces so information can be shared between necessary applications. Solutions are easily integrated to existing backend systems as needed
and feasible for connectivity and interoperability purposes. Seamless interfaces to legacy applications and cloud systems alike are performed as required for optimal functioning. Human
integration and interface activities are administered precisely. Systems communicate effectively among provider groups and ancillaries. True interoperability with other healthcare
organizations is factored into implementation including financial and clinical data.
OVERALL
RANK
Q9
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
6 1 XTEND 9.52 9.68 9.57 9.53 9.58
3 2 OPTUM 9.53 9.47 9.68 9.54 9.56
1 3 CONIFER HEALTH 9.16 9.63 9.51 9.67 9.49
6 4 PARALLON 9.14 9.79 9.37 8.67 9.24
11 5 CITADEL 9.10 8.76 9.33 9.29 9.15
8 6 MEDASSIST FIRSTSOURCE 9.26 8.97 8.95 9.13 9.08
4 7 CONVERGENT 8.81 9.19 9.18 8.74 8.98
16 8 CARDON OUTREACH 8.45 8.75 9.25 8.71 8.79
20 9 CYMETRIX 8.87 8.45 8.56 9.15 8.76
5 10 EMDEON 8.77 7.72 9.14 8.94 8.64
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q10. Scalability, client adaptability, flexible pricing
RCM Table 13: RCM outsourcing vendor provides flexible pricing allowing the client to choose and pay for the precise functionality and services needed. Vendor invests in significant
infrastructure and has the ability to provide services to enterprise organizations. RCM hospital products and services meet the changing and varied needs of the customer. Pricing is not
rigid or shifting and meets needs of client hospital.
OVERALL
RANK
Q10
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
3 1 OPTUM 9.85 9.67 9.52 9.79 9.71
11 2 CITADEL 9.11 9.49 9.45 9.44 9.37
1 3 CONIFER HEALTH 9.48 9.24 9.29 9.22 9.31
4 4 CONVERGENT 8.89 9.22 9.30 9.43 9.21
5 5 EMDEON 9.31 9.27 8.93 9.14 9.16
2 6 PARALLON 9.04 8.98 9.48 8.83 9.08
14 7 MEDSYNERGIES 8.05 8.37 8.76 8.49 8.42
9 8 HBCS 8.63 8.12 9.17 8.31 8.24
6 9 XTEND 8.50 7.54 8.12 8.26 8.11
19 10 EXPERIAN 8.23 7.98 8.11 7.64 7.99
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q11. Vendor staff expertise, compensation and employee performance
RCM Table 14: RCM vendor team of employees is considered top in industry for professionalism and skill. Vendor attracts and retains high performing staff. Vendor is focused on
building and developing a strong employee team of producers. Employees and contractors act like owners/leaders. Company is moving towards leveraged pay at all levels. Vendor is
using effective tools to tie performance metrics to compensation policy and compensating top leaders. Human resources-related criteria are scored from the client perspective on this
indicator.
OVERALL
RANK
Q11
CRITERIA
RANK
EHR PM/RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
4 1 CONVERGENT 9.41 9.33 9.42 9.55 9.43
2 2 PARALLON 9.26 8.80 9.31 9.04 9.10
1 3 CONIFER HEALTH 8.55 8.97 8.92 9.38 8.96
3 4 OPTUM 8.90 8.95 9.10 8.85 8.95
5 5 EMDEON 9.04 8.79 8.31 9.29 8.86
6 6 XTEND 7.99 8.87 8.76 7.79 8.35
12 7 BANCTEC 8.38 8.26 8.69 7.65 8.25
8 8 MEDASSIST FIRSTSOURCE 8.68 8.78 8.04 7.45 8.24
13 9 GEBBS 7.53 8.65 8.79 7.87 8.21
9 10 HBCS 8.34 7.73 8.40 8.14 8.15
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q12. Reliability
RCM Table 15: RCM outsourcing supplier meets agreed terms as evidenced by routine, acceptable service level reporting and industry expectations. Depth and breadth of
applications/solutions are acceptable in meeting client needs. Online reliability is maximized and outages/downtimes are minimized. Solid product and service capacities are
demonstrated consistently. Service levels are consistently met as agreed. Services and support response is maximized by RCM vendor team.
OVERALL
RANK
Q12
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.63 9.64 9.58 9.46 9.58
2 2 PARALLON 8.84 9.36 9.04 9.20 9.11
20 3 CYMETRIX 8.74 8.90 9.36 8.39 8.85
5 4 EMDEON 8.67 8.88 8.69 9.07 8.83
12 5 BANCTEC 8.92 8.94 8.57 8.84 8.82
7 6 MCKESSON RELAYHEALTH 8.63 8.47 9.03 8.61 8.69
3 7 OPTUM 9.02 8.49 8.74 8.38 8.66
4 8 CONVERGENT 9.00 7.94 9.02 8.63 8.65
9 9 HBCS 8.59 8.05 8.29 8.50 8.36
8 10 MEDASSIST FIRSTSOURCE 8.57 8.07 7.73 7.43 7.95
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q13. Brand image and marketing communications
RCM Table 16: RCM vendor’s marketing and sales statements/pitches are accurately and appropriately represented by actual product and service deliverables. Image is consistent with
top vendor rankings scored by client base. Sales presentations and proposals are delivered upon and corporate integrity/honesty in marketing and business development are highly
valued. Company image and inte6grity are values upheld top-down consistently. High level of relevant client communications enhances the RCM vendor.
OVERALL
RANK
Q13
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.85 9.93 9.90 9.99 9.92
10 2 MEDASSETS 9.74 9.69 9.54 9.70 9.67
6 3 XTEND 9.43 9.04 9.37 9.02 9.22
3 4 OPTUM 9.07 9.09 9.24 8.92 9.08
7 5 MCKESSON RELAYHEALTH 8.46 9.53 8.74 9.28 9.00
4 6 CONVERGENT 9.28 8.46 9.39 8.46 8.90
9 7 HBCS 8.20 9.51 8.63 9.06 8.85
5 8 EMDEON 8.53 9.02 8.61 9.21 8.84
13 9 GEBBS 8.74 9.24 8.70 8.49 8.79
2 10 PARALLON 8.81 8.42 8.39 8.64 8.57
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q14. Marginal value adds
RCM Table 17: Beyond stimulus achievement, RCM vendors' cost savings are realized as generally estimated and not over-positioned or over/underestimated in ways that effect major
client satisfaction or costs. Vendor offers value-adds as a hospital partner in cost savings and avoidance initiatives and creative programs through bundled RCM product design. Vendor
provides true RCM and hospital business transformation opportunities.
OVERALL
RANK
Q14
CRITERIA
RANK
EHR PM/RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.71 9.66 9.54 9.56 9.62
9 2 HBCS 9.63 9.16 9.57 9.47 9.46
2 3 PARALLON 9.22 8.80 9.12 9.64 9.19
6 4 XTEND 9.25 9.35 9.00 8.96 9.14
4 5 CONVERGENT 9.03 9.60 8.70 8.87 9.05
8 6 MEDASSIST FIRSTSOURCE 8.90 8.54 8.91 9.12 8.87
3 7 OPTUM 9.22 8.60 9.25 8.20 8.82
17 8 ADVANT EDGE 8.44 8.78 8.77 9.05 8.76
11 9 CITADEL 8.75 8.05 8.58 9.30 8.67
12 10 BANCTEC 8.48 8.03 8.41 8.39 8.33
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q15. Viability and managerial stability
RCM Table 18: Vendor’s viability, employee turnover, financial stability and/or cultural mismatches do not threaten relationship. Senior management and the board exemplify strong
leadership principals to steward appropriate resources that impact RCM buyers. Client is confident of long term industry viability for this vendor based on investments, client adoption,
exceptional outcomes and service levels. Field management is notably competent, stable and supportive of clients. Entire vendor organization demonstrates and provides evidence of
competent financial management and leadership.
OVERALL
RANK
Q15
CRITERIA
RANK
EHR PM/RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.52 9.10 9.52 9.39 9.38
4 2 CONVERGENT 9.12 9.40 9.14 9.27 9.23
2 3 PARALLON 9.15 9.20 9.23 9.26 9.21
10 4 MEDASSETS 9.37 8.87 9.12 8.68 9.01
6 5 XTEND 9.24 8.56 8.95 9.23 9.00
7 6 MCKESSON RELAYHEALTH 9.44 8.39 9.27 8.58 8.92
3 7 OPTUM 8.84 8.18 8.78 7.94 8.44
18 8 NCO GROUP 8.39 7.84 8.96 8.16 8.34
5 9 EMDEON 8.12 8.36 7.99 8.72 8.30
16 10 CARDON OUTREACH 8.00 7.89 8.51 7.89 8.07
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q16. Data security and backup services
RCM Table 19: In order to provide secure and constantly dependable revenue cycle management service offerings for hospitals, an RCM vendor has to provide the highest level of
security and data back-up services. The vendor’s service in these two areas is superior to the security and back-up system of past internal systems of the hospital.
OVERALL
RANK
Q16
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.60 9.75 9.58 9.40 9.58
5 2 EMDEON 9.57 9.21 9.21 9.60 9.40
3 3 OPTUM 9.42 9.50 9.03 9.35 9.33
2 4 PARALLON 8.89 9.39 9.33 9.18 9.20
6 5 XTEND 9.32 8.82 9.14 9.28 9.14
16 6 CARDON OUTREACH 9.12 9.07 8.87 8.60 8.92
4 7 CONVERGENT 9.25 8.53 9.00 8.75 8.88
11 8 CITADEL 8.11 9.36 8.75 8.96 8.80
7 9 MCKESSON RELAYHEALTH 9.35 8.07 8.62 8.64 8.67
15 10 CCI INC 8.38 7.96 8.52 8.90 8.44
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q17. Support and customer care
RCM Table 20: Account management provides an adequate amount of onsite administration and support to clients. There exists a formal account management program that meets client
needs. Media and clients reference this vendor as an RCM services leader and top vendor correctly. Customer services and relationship satisfaction is manifested through significant
flagship clients as well as smaller and newest customers similarly. Vendor provides appropriate number of accessible support and customer care personnel.
OVERALL
RANK
Q17
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.70 9.51 9.76 9.66 9.66
2 2 PARALLON 9.59 9.36 9.74 9.37 9.52
6 3 XTEND 9.48 9.18 9.08 9.17 9.23
16 4 CARDON OUTREACH 8.96 9.30 9.30 8.87 9.11
4 5 CONVERGENT 9.22 8.96 9.00 9.09 9.07
18 6 NCO GROUP 8.15 9.31 8.48 9.53 8.87
3 7 OPTUM 9.11 8.52 8.60 9.09 8.83
9 8 HBCS 8.81 9.06 8.45 8.83 8.79
8 9 MEDASSIST FIRSTSOURCE 8.30 8.73 8.86 9.09 8.75
12 10 BANCTEC 8.76 8.58 8.42 9.06 8.71
Source: Black Book Rankings
Individual Key Performance: 200+ BEDS
REVENUE CYCLE MANAGEMENT OUTSOURCING
Published November 2014
© 2014 Black Book Rankings LLC. This report is a licensed product and requires permission to distribute and/or duplicate.
Q18. Best of breed technology and process improvement
RCM Table 21: A seamless EHR/RCM/PM product management and related technology services are considered best of breed. Vendor technology elevates customers above
competitors via interface capabilities, equipment, processes, deliverables, professional staff, leadership, quality assurance and innovative initiatives. RCM services are delivered above
previous in-house billing and collection service levels. Technology is relevant to exchanging health information among providers, as well as sufficiently offering patient access.
OVERALL
RANK
Q18
CRITERIA
RANK
RCM VENDOR
BILLING, CHARGE
CAPTURE, CODING
CLAIMS
MANAGEMENT
REIMBURSEMENT,
INSURANCE/
PAYOR MGMT
PAYMENT,
RESOLUTION &
COLLECTIONS
MEAN
1 1 CONIFER HEALTH 9.68 9.54 9.71 9.66 9.65
3 2 OPTUM 9.26 9.23 9.10 9.21 9.20
5 3 EMDEON 9.09 9.27 9.06 9.13 9.14
2 4 PARALLON 9.36 8.97 9.56 8.67 9.14
6 5 XTEND 9.35 9.23 8.82 9.04 9.11
4 6 CONVERGENT 9.41 9.30 9.03 8.64 9.10
7 7 MCKESSON RELAYHEALTH 8.71 8.26 8.54 9.16 8.67
13 8 GEBBS 9.07 8.99 8.30 8.18 8.64
14 9 MEDSYNERGIES 8.37 8.60 9.00 8.45 8.61
10 10 MEDASSETS 8.89 8.84 8.53 7.94 8.55
Source: Black Book Rankings
APPENDIX
BLACK BOOK™
A DIVISION OF BROWN-WILSON GROUP INC., BLACK BOOK CONSULTING
We hope that the data and analysis in this report will help you make informed and imaginative RCM/RCO/PM/EMR/EHR
business decisions. If you have further requirements, the Brown-Wilson Group consulting team may be able to help you. For
more information about BWG and Black Book’s consulting capabilities, please contact us directly at [email protected]
DISCLAIMER
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The facts of this report are believed to be correct at the time of publication but cannot be guaranteed. Please note that the
findings, conclusions and recommendations that Black Book Rankings delivers will be based on information gathered in good
faith from both primary and secondary sources, whose accuracy we are not always in a position to guarantee. As such, Black
Book Rankings can accept no liability whatever for actions taken based on any information that may subsequently prove to be
incorrect.