Founded in 1976 by a dedicated group of community volunteers, The Family Counseling Center (TFCC) has been a cornerstone of mental health support in Fulton and Montgomery Counties, New York, and surrounding areas. TFCC has grown from humble beginnings in a church basement to a multi-site organization serving a wide geographic area. Throughout this growth, their mission has remained steadfast: to provide superior care and support to those seeking mental health counseling and to partner with the community to build a healthier future.
As TFCC grew, they recognized the evolving needs of their organization and the importance of a sustainable electronic health record (EHR) system. In 2019, after a thorough search process, they selected the Qualifacts® Credible EHR.
The Journey: Seeking a Sustainable EHR Solution
TFCC’s leadership team embarked on a comprehensive search for an EHR that would not only optimize their operational efficiencies but also strengthen the experiences of their staff and clients. They sought a system that would optimize workflows, improve data accessibility, and ensure a healthier financial future through improved revenue cycle management (RCM). Recognizing the critical role of efficient claims processing, TFCC prioritized an EHR that seamlessly integrated healthcare claims management software functionality within their billing workflows. As part of their new partnership, TFCC gained access to Inovalon, Qualifacts’ trusted clearinghouse partner, resulting in a 5% higher clean claims rate and a 7% improvement in timely reimbursement.
Pete Lawrence, Chief Operations Officer with TFCC explains, “For us, it’s all about empowering our frontline staff—clinicians, peers, case managers—with a system that feels like a natural extension of their work, allowing them to spend more time focusing on high quality patient care. When you find a healthcare IT solution like Qualifacts’ Credible that transforms documentation from a burden to an asset, that’s a game-changer for any healthcare leader.”
The Transformation: Technology Improvements for Employee Wellbeing
“Our transition to Credible has been about more than just implementing new software,” explains Michael Countryman, TFCC’s Chief Executive Officer. “It’s been about creating a more sustainable and supportive environment for our staff and ensuring that we can continue to provide the highest quality care to our community by reducing burnout and improving work-life balance.”
Since implementing Credible, TFCC has experienced a significant positive shift in client outcomes, staff well-being, productivity, financial health, and operational efficiency. These benefits include:
- Enhanced Insights Through Improved Data Access and Reporting: Credible’s reporting and advanced search features provide the leadership team with improved data analytics that support evidence-based decisions. Countryman notes, “We’ve automated reporting, freeing up our clinicians from administrative tasks so they can dedicate their expertise to what they’re trained for—providing therapy.”
- Greater Flexibility and Regulatory Alignment in Healthcare: Credible’s configurable platform adapts to evolving healthcare regulation changes, ensuring compliance and operational agility. “The customization of the platform helps us adapt on the fly. Credible empowers us to quickly and confidently make changes, whether it’s updating provider notes or adjusting billing to meet payer requirements. Plus, we no longer lose sleep over coding compliance; those workflows are built right in.”
- Efficient Healthcare Claims Management Software: Integrating Inovalon Claims Management Pro (CMP) has streamlined eligibility checks, improved accounts receivable, and significantly reduced claims denials. “We receive payments faster and more efficiently,” says Shelby Mead, Finance Director at TFCC. “The cohesive process and Inovalon’s customization and automated rules have reduced manual work, enhancing our revenue cycle.”
- Refined RCM: Mead reports a “substantial reduction in the over 120-day receivable balance and an increase in the clean claims rate.”
- Increased Staff Satisfaction and Reduced Administrative Burden: TFCC has observed a notable increase in staff satisfaction, as Credible’s user-friendly interface and efficient workflows have reduced administrative frustrations and improved the overall work experience.
This partnership has enabled TFCC to simplify operations, improve financial performance, empower staff, and enhance the overall quality of client care. With Qualifacts’ Credible EHR and Inovalon’s CMP, TFCC has built a foundation for sustainable growth and ensured their ability to serve their communities into the future.
Challenges:
- Difficult data retrieval, manual reporting
- Frustrated staff due to lack of technology usability
- Inefficiencies in financial operations
Solutions: Credible, Inovalon Claims Management Pro
Results:
- Significant improvement in staff satisfaction and overall work experience
- Enhanced operational efficiencies through data-driven insights
- Improved revenue cycle metrics, including reduced receivable balance and increased clean claims rate
About The Family Counseling Center
The Family Counseling Center (TFCC) stands as a testament to community-driven care, having served Fulton County and Montgomery County, New York, for nearly five decades. Founded in 1976 by a dedicated group of volunteers, TFCC has evolved from a small, church-based initiative to a multi-location organization, demonstrating a steadfast commitment to accessible mental health support. Their enduring mission centers on providing superior care to individuals and families, while actively partnering with community stakeholders to foster a healthier environment. This dedication has allowed TFCC to become a vital resource, adapting and expanding its services to meet the evolving needs of its community.
