Conversations with Customers: Amber Suthers, CPHT, MSAH
In our series, Conversations with Customers, we speak with Amber Suthers from Surgoinsville Pharmacy in Surgoinsville, TN. Suthers is on a mission to redefine the role of the community pharmacy, contributing to a new era where retail pharmacies become healthcare destinations.
How would you describe your pharmacy?
Surgoinsville Pharmacy serves a small rural town in Northeast Tennessee. It’s the only healthcare resource in the town and getting to the next nearest healthcare provider takes about 15 to 20 minutes, so we’re proud to offer as many clinical services as possible in our community.
Who are your typical patients and how are you serving them?
We mostly serve retirees in our area, with a large number also coming from the local school district nearby. We also serve industry workers from businesses just a few miles up the road.
How were you operating before Workflow Services?
In 2020, we began COVID testing but we faced significant challenges in navigating billing platforms at the time. While we had the right credentials, such as our NPI and provider status, there was no system in place to process billing properly. Depending on the payor, we’d be logging into multiple systems, building claims manually, and using spreadsheets to help reconcile our claims. That’s when we found Workflow Services through their relationship with CPESN, which offered the right tools and support to get us billing efficiently for medical services.
What made Workflow Services stand out from other options?
The customer service is outstanding! The team is willing to work with me to brainstorm and build other workflows to increase reimbursement. Now, I have a sounding board of trained professionals, so I know how to bill patients. Our owner and clinical pharmacists also appreciate the simplicity of the platform.
What have you been able to achieve since implementing Workflow Services?
Since we started using the Workflow Services platform, we’ve been able to bill for so much more than just reimbursements for vaccines. The platform helps us manage medical billing, which has been an important step forward for us to grow our pharmacy beyond dispensing. It allows us to take care of patients from start to finish, with a seamless digital process. In the new year, we plan to roll out more services and get our whole team engaged. The software makes it easy to expand without additional costs.
Why has your pharmacy been so successful with Workflow Services?
A significant factor in our success has been the deep understanding of the complex medical billing system, cultivated over years of experience. When we began, there were limited resources and support, forcing us to learn through trial and error. I really appreciate the automated claims in Workflow Services as it removes a lot of the guess work. Additionally, their claims processing team has been a pleasure to work with. The key to medical billing is to jump in and find a partner to face challenges with head-on.
What is the process like?
Now that we’re credentialed, everything is streamlined. The Workflow Services team takes care of everything including reconciling claims, resolving issues, and keeping track of the details. I only need to provide additional information if something is missing. It’s a huge relief to have this process in place, allowing us to focus on patient care instead of worrying about the billing behind the scenes.
Is there anything else you’d add about your experience with Workflow Services?
The team’s knowledge and expertise is fantastic. We’ve worked closely together to find solutions to the unique challenges of medical billing in the pharmacy, something we've never gotten from other vendors. The willingness of the Workflow Services team to brainstorm and help us fine-tune our approach has been invaluable. And financially, we’ve seen a significant increase in revenue, with claims processing becoming more efficient and profitable.
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