CASE STUDY
Sarah D. Culbertson Memorial Hospital
A rural healthcare center faced a credentialing backlog that was seriously hampering cash flow. PMG Credentialing streamlined the process in no time.
For more than a century, residents of West-Central Illinois have depended on Sarah D. Culbertson Memorial Hospital (SDCMH) for vital care. From its original location in Rushville, SDCMH has added rural health clinics in Astoria, Beardstown and Table Grove, providing these underserved areas access to modern medical facilities.
In recent years, however, backlogs in SDCMH’s credentialing process began to pose an existential threat. PMG Credentialing provided a solution.
A rural healthcare center faced a credentialing backlog that was seriously hampering cash flow. PMG Credentialing streamlined the process in no time.
Previously, SDCMH had relied on a third-party vendor from a large metro area. Revenue cycle director Daren Bush described the level of service as “hit or miss.”
Defining the scope of the problem
The first step toward a solution was to identify both the cause and the extent of the problem. Previously, SDCMH had relied on a third-party vendor from a large metro area. Revenue cycle director Daren Bush described the level of service as “hit or miss.”
The “misses” included:
Limited communication
Near zero reporting
An unclear picture of which credentialing was — and wasn’t — complete
No reliable estimates of expected completion time for credentialing
No explanation of what was delaying the process or how to improve it
To top it off, Daren said, “The process took four to six months on average for a completed packet for each provider. Too time-consuming, to say the least.”
Why PMG Credentialing?
Recognizing the urgent nature of the problem, PMG Credentialing got right to work. “The transition process was quick and comprehensive,” Daren said. “PMG Credentialing worked with our staff to import data into their system quickly. At the same time, our staff worked diligently to track down open items and complete the process.”
As a result of this concerted, collaborative effort, he said, “The credentialing backlog was addressed in far less time than we expected.” Daren also noted an “unexpected benefit”: PMG made it much easier for SDCMH to add new providers to the system. “We could actually see in real time how they progressed through the process, right through approval,” he said.
“PMG Credentialing worked with our staff to import data into their system quickly. At the same time, our staff worked diligently to track down open items and complete the process.” As a result of this concerted, collaborative effort, he said “The credentialing backlog was addressed in far less time than we expected.”
PMG Credentialing also made substantial upgrades in reporting, which reduced the average credentialing time to less than a month
Major reporting upgrades as well
PMG Credentialing also made substantial upgrades in reporting, which reduced the average credentialing time to less than a month (and even less for many providers). In addition, SDCMH recently launched a new group of emergency room providers, with a one-month deadline to complete the credentialing process. “That was a huge undertaking,” Daren said. “But with PMG Credentialing’s rush service, all providers were completed within our timeline. They started seeing patients on the first day of their new contract.”
The bottom line really is the bottom line
By eliminating a critical credentialing backlog, PMG Credentialing enabled SDCMH to refocus on its primary mission: sustaining the same level of care it has provided Rushville-area residents for over 100 years.
“PMG Credentialing’s customer service is second to none,” Daren said. “And they alleviate the stress of the credentialing process.”
“PMG Credentialing’s customer service is second to none,” Daren said. “And they alleviate the stress of the credentialing process.”