Day-to-Day With Connance

All Connance clients receive comprehensive ongoing service and support. Connance helps streamline processes, fix files, execute root cause analyses, brainstorm ideas and discuss the implications of market trends.

Connance clients enjoy:

  • Project management that includes design, product configuration, testing, training, inventory reconciliation and agency integration
  • Performance enhancement advice
  • Access to additional training as needed
  • Daily file monitoring and issue support 

Some common questions about Connance implementation, service and support:

Q: How long does it take to deploy Connance products?
A: Implementations can occur in as few as 10 weeks, but can be adjusted to fit client schedules and routines.

Q: What is included in Connance implementation support?
A: Connance establishes the project timeline, assigns responsibilities and tracks progress. For Agency Manager, Connance also coordinates vendor integration. The best deployments have a similar project owner on the client side to work with the Connance team.

Q: What kind of post-live support does Connance offer?
A: Connance account and technical teams are available from the start of implementation and remain engaged for as long as products are in use. We help our clients get the most from our products.

Q: What should a client expect to need in terms of IT support?
A: Connance products are delivered through secure FTP connectivity and are not installed on your servers, significantly reducing IT demands. Connance also makes every effort to utilize your existing files wherever possible in order to reduce new IT work. While no project is fully free of IT demands, support needed for a Connance deployment typically is an IT specialist part-time for portions of the project.  Products are also designed so that functionality can be modified post go-live, as IT resources and needs evolve.

Q: How does Connance work with agencies?
A: Many agencies are Connance Scoring clients. Other agencies are connected to Connance as vendors working with providers utilizing Agency Manager. In all cases, Connance views agencies as partners to achieving success. Connance is available to answer agency questions, provide ongoing support and service, and be a “go to” resource as needed.
 
Q: What should we expect in terms of support around product initiation?
A: Immediately after initiation, Connance monitors activity daily, and maintains weekly client status meetings. This phase typically lasts for a few weeks, but can be extended as needed. Over time, as participants become familiar to the routine, status call frequency will lessen. However, Connance continues to engage in regular operational calls for as long as the product is in service.
 
Q: What does performance monitoring mean?
A: For Agency Manager and Scoring clients, Connance routinely reviews performance and identifies opportunities for improvement. On a regular basis, determined collaboratively with our clients, Connance will generate and share ideas about how the client can more effectively meet their business objectives. Connance insights are built both from the client’s specific situation as well as from field-tested experience collected from our network of clients and partners.
 
Q: What are the sources of information used in generating your scores?
A: Connance Scoring models use multiple patient and guarantor elements as inputs. Among the types of information used are visit information, prior payment experience and available third-party data. Connance Scoring does not use traditional credit bureau files, so there are no "soft hits".
 
Q: What if you do not have access to historical patient payment information?
A: Connance models are built to adjust for lack of historical payment information. Over time, for clients, we will build this dataset as part of our service.
 
Q: What information do you need on the account for scoring?
A: Inputs on the account for scoring include the standard demographic and visit information.

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“Transparency of operations, as delivered by Agency Manager, has helped us build trust with our clients.”
Don Rapp, Sr. VP, Sales
The Outsource Group

"It is fun to be in a situation where I can get a win-win-win. By helping hospitals and vendors work together more efficiently, I am helping patients resolve bills faster and with less confusion. Hospitals realize less bad debt and build more goodwill, while agencies and other vendors resolve accounts faster."
Rick Lawson, Account Executive, Connance

DID YOU KNOW?

20-30% of bad debt accounts likely meet your charity guidelines