Core of the Transformation Center
Detailed Findings
Every one of the 114 transformation opportunities drawn from the corrected Detailed Transformation Assessment, with current state, desired future state and the recommended path.
Showing 114 of 114 opportunities
Connect Dashboard
Enterprise Intelligence & Performance
Regular review Connect Dashboard by Regional Directors and Executive team to get the overview of NPS performance at the organizational level.
Executive Dashboard
Enterprise Intelligence & Performance
Begin using the Executive Dashboard while evaluating overall BI reports and providing Raintree with the list of BI reports that they need a custom version of to accommodate the unique Location grouping option
RCM Dashboard
Enterprise Intelligence & Performance
Begin using the RCM Dashboard while evaluating overall BI reports and providing Raintree with the list of BI reports that they need a custom version of to accommodate the unique Location grouping option
Standard Operations Dashboard
Enterprise Intelligence & Performance
SME TO COMPLETE / VALIDATE
RCM At a Glance
Enterprise Intelligence & Performance
SME TO COMPLETE / VALIDATE
Provider Scorecard
Enterprise Intelligence & Performance
PRN administrative team to use Provider Scorecard to monitor productivity.
Copay report mismatch with Core Raintree
Enterprise Intelligence & Performance
Teresa and Marko met with Shama and tweaked the BI report to match the classic Raintree report which can now be used by PRN
Clinic Directors Report (Classic Raintree)
Enterprise Intelligence & Performance
Have the Lead to Patient Conversion Report> Not Converted Option run via report scheduler and delivered to Clinic Directors on a weekly basis.
Transformation Roadmap & Action Plan
Enterprise Intelligence & Performance
SME TO COMPLETE / VALIDATE
Caseload Management
Clinical Experience & Provider Productivity
Review caseload configuration. DASH plugin > DASH_SETUP #34 change to Y. This will hide non-started patients in Case Load. DASH plugin > DASH_SETUP #28. Review this option. Consider a change to Progress or Plan as the default view instead of Full. This might improve load times as it is loading less data. LIB_CASE plug > LIB_CASE_SETUP #1 change “Close roles?” to ‘S’. This will silently close role records instead of forcing therapists to click ‘Yes’ or ‘No’ when discharging a patient, to close the role and remove the patient from their case load. Coach therapists / front office staff to perform a one-time major clean up of their case load tabs. With higher security this can be done at a location level. Select patients who no longer apply (due to pre-existing configuration) and have them select the “Remove from Active Caseload” button. Sort by Next Visit and then Last Visit columns to help identify patients that are no longer applicable to keep.
KPI Visibility
Clinical Experience & Provider Productivity
Review and enable appropriate KPI measures, including patients without future visits and patients with limited visits remaining. KPI Plugin > KPI_SETUP #1 switch to ‘Y’ #2 Exclude specific usergroups / users as needed #3 Assign Provider KPIs to specific usergroups Use the “Provider Measures” category and turn on the appropriate KPIs. Recommend 101 and 111 to start Turn them on by opening up each option and placing a ‘Y’ in the first value. Then identify threshold values.
Tab / Session Performance
Clinical Experience & Provider Productivity
Review performance limitations, browser/session behavior, and recommended workflow
Multi-Clinic Navigation
Clinical Experience & Provider Productivity
Review RTWeb facility navigation and recommended configuration/workflow Review security rights for multi-clinic provider/admin staff. Consider giving them access to the Clinic View tab on the Dashboard so they can see all appointments across different locations. DASH_CLVIEW = E Coach users on how to leverage location filters on the Dashboard tab (or to leave them blank to see all information combined).
Appointment Check-In Visibility
Clinical Experience & Provider Productivity
WAKECLIENT = E can be set for RTClient users. This will enable a pop-up screen when patients are checked in.
Provider Capacity Reporting
Clinical Experience & Provider Productivity
Validate capacity reporting configuration against PRN scheduling model Review Work Schedule Utilization Report Review Goals by Provider/Location Report and Budget Dashboard setup
Daily Provider Capacity
Clinical Experience & Provider Productivity
Configure/report provider daily capacity and utilization
Regional Capacity / Cancellation Reporting
Clinical Experience & Provider Productivity
Evaluate Raintree reporting or AnalyticsIQ options for regional rollups
Patient Medical History
Clinical Experience & Provider Productivity
Review Kiosk, Portal, digital form configuration, and mapping into clinical documentation If Raintree’s Medical History is utilized on the patient portal/kiosk, information will flow into clinical documentation seamlessly and eliminate manual documentation time for providers.
Medical History Documentation
Clinical Experience & Provider Productivity
Map patient-entered PMH into the clinical record and Scribe/evaluation workflow “Sync History data” button will pull over Subjective Tab: Mechanism of Onset Current Surgery Data Current Surgery Details Pain rating scores Work Status DOI Tracking Tab: Next MD Visit
PROMIS Integration
Clinical Experience & Provider Productivity
Enable current Limber integration capabilities for Classic and NoteIQ
Legacy Questionnaires
Clinical Experience & Provider Productivity
Review migration of legacy questionnaires to Kiosk/Portal/Limber workflows
Evaluation Workflow
Clinical Experience & Provider Productivity
Define recommended evaluation template configuration and sequence prior to ScribeIQ launch ScribeIQ will overwrite into Raintree fields. What is being templated that Scribe cannot accomplish? Most clients stop use of TVIST templates once optimizing ScribeIQ templates. Refine ScribeIQ prompting templates to capture information that is typically baked into standard Raintree templates.
Template Governance
Clinical Experience & Provider Productivity
Define governance model for enterprise, regional, clinic, and provider templates GLOBALTEMPL = E is the security right needed for the ability to modify and save a global TVIST note template. Recommend creating a naming convention to help clinics / regions create specific templates as the table containing all templates is shared across the database. Individual providers do have the ability to create note templates for themselves. Individual providers should leverage individual abilities such as abbreviations, picklist templates, and favorites lists within picklists. This eliminates the master templates table becoming too cluttered.
Template Utilization
Clinical Experience & Provider Productivity
Review template utilization data and establish recurring governance process Tables > More > Custom Tables - delete / deactivate templates that are not being utilized. Note: any template with a Filter on it can only be seen and loaded by that specific user, when in a TVIST note.
Template Administration
Clinical Experience & Provider Productivity
Review permissions and workflow for clinical template administration GLOBALTEMPL = E gives the ability to modify/save global templates. MODIFYPCK = FAEPDV gives the ability to modify/save picklist entries at the global level.
Activities Workflow
Clinical Experience & Provider Productivity
Conduct detailed Activities Tab workflow/configuration review MODIFYPCK = FAEPDV will be needed to delete, edit, and add new entries to this list. Consider the creation of Activity headers (such as *Therapeutic Exercise*). The asterisk will place the option at the top of the master list. This line can be leveraged as the place to identify the total time spent performing this CPT code. Raintree can also set up a script to make any line in the Time-Based Activity Log with a CPT present, green to visually assist with the difference between billable header code vs. the individual interventions that make up the CPT code.
Activities Selection
Clinical Experience & Provider Productivity
Enable selection boxes and review configuration/version behavior for selection boxes
Feature / Workflow: Widgets
Clinical Experience & Provider Productivity
Complete widget configuration and best-practice review
Slow Authentication
Clinical Experience & Provider Productivity
Review SSO authentication flow, IdP configuration, and RTWeb performance
RTWeb Adoption
Clinical Experience & Provider Productivity
Complete Web vs. Classic workflow assessment and address identified gaps Differences between Web and Classic PDF can be sent
Split-Screen Workflow
Clinical Experience & Provider Productivity
Validate recommended RTWeb/ScribeIQ screen configuration ScribeIQ recent enhancements include a screen overlay widget which will allow a user to utilize ScribeIQ and RTWeb at the same time on one screen/tab. ScribeIQ also recently released the multi-patient recording tab which reduces the number of ScribeIQ tabs necessary to one.
Diagnosis Code Ordering
Clinical Experience & Provider Productivity
Validate ScribeIQ and intake diagnosis-code mapping logic
Feature / Workflow: ScribeIQ / Activities
Clinical Experience & Provider Productivity
Review current ScribeIQ Activities capabilities and roadmap
Activity Time Roll-Forward
Clinical Experience & Provider Productivity
Review configuration to stop time roll-forward and align with documentation best practices Raintree can configure the activity log columns to not roll forward. In this example, we could disable rolling forward of the time column, if desired. This would work very well if header activities are leveraged, reducing the amount of places a clinician needs to document time.
Time Documentation Methodology
Clinical Experience & Provider Productivity
Evaluate transition to CPT-level time documentation and required configuration/training See above recommendation (recommendation 17).
Evaluation Charge Roll-Forward
Clinical Experience & Provider Productivity
Change applicable evaluation configuration/default to prevent roll-forward Raintree can configure the Time column to not roll forward on the Service-Based tab of Activity Log. Recommend setting the Evaluation line / any templates to default a specific entry within the CPT code column. For example “Evaluation - [SB]” We can then adjust a setup option to default Done Today to No for anything marked “SB”
PT / PTA Handoff
Clinical Experience & Provider Productivity
Review handoff functionality, scheduling, Activities, and billing ownership Pre-Visit Planning could also be leveraged to help gain quick and easy access to the Activity Log (prior to notes), to update the Provider column.
Unplanned PTA Coverage
Clinical Experience & Provider Productivity
Design standardized PT/PTA coverage workflow using handoff or configuration Re-Assign the Note in the “Assigned To” field if the note has already been started. If not, move the appointment to the new provider’s schedule.
Progress Report Goal Updates
Clinical Experience & Provider Productivity
Evaluate alerts, validations, required fields, and AI-assisted goal updates
Goal Documentation for Authorization
Clinical Experience & Provider Productivity
Build workflow alerts/validation around goal review and authorization milestones Add custom events to validate that goal status column values are updated / reviewed in specific note types.
Progress Note Configuration
Clinical Experience & Provider Productivity
Review progress note configuration, due-date logic, and TVIST settings Progress Note intervals appear to be generally set for 10/12 visits or 30 days, whichever comes first, for most payors. This can be set up more specifically for certain FC’s or individual payors, such as WC (6v or 14d). In addition, Raintree will require a PN if the POC expires either in terms of visits or date range.
Plan of Care Configuration
Clinical Experience & Provider Productivity
Conduct POC configuration review alongside progress-note review Only POC requirements in the system are ICD-10 codes, Planned Services, Frequency/Duration, at least one active goal, and Clinical Impression. These validations exist as part of the TVIST note and do not require the clinician to document them separately. The POC is only required to be updated if the patient’s plan runs out of planned visits or if the date range expires.
Tracking Tab Adoption
Clinical Experience & Provider Productivity
Conduct workflow demonstration and use-case review Tracking gives visibility into POC records, authorizations, prescriptions, Medicare Cap, Appointment Comments, attachments, as well as Progress Note due dates. It is recommended to use this tab as needed for visibility purposes.
Provider Scheduling of POC
Clinical Experience & Provider Productivity
Review scheduling tools such as Block Booking. Block booking refers to scheduling a batch of appointments in the future. For example, you can block book appointments for specific patients or with specific appointment types. No previous appointments are needed to use block booking Review front-office/provider ownership of scheduling
Patient-Specific Payer Forms
Clinical Experience & Provider Productivity
Review Kiosk/Portal/custom forms and structured capture options by payer/region
Provider-to-Patient Texting
Clinical Experience & Provider Productivity
Review RTConnect permissions, dashboard access, and on-demand texting workflow
RTConnect Messaging Access
Clinical Experience & Provider Productivity
Configure provider access and notification workflow
In-App Chat
Clinical Experience & Provider Productivity
Evaluate enabling internal Raintree Chat for defined use cases
Inbound Calls
Patient Access & Front Office Excellence
Explore potential integration with 8x8 via APIs - Gateways™
Document Routing/ Faxes
Patient Access & Front Office Excellence
Vendor/AI works all faxes with minimal if any intervention from the PSR
Referral Entry/ Intake
Patient Access & Front Office Excellence
Some fine tuning of our Journey Dashboard, should be managed internally with partnership of our DI Team. Discussed having further conversations w/ Michelle & Indhu
Patient Scheduling
Patient Access & Front Office Excellence
Easy button for all pt's that have not completed paperwork ability to send mass reminder by regio?? FUTURE- Self Scheduling & AI monitor of missed appointments & automated followup of interest. Touchpoints Cost has been barrier
Managing POCs/Referral Source Comm/ No Show & Cancellations/ Verification Tasks
Patient Access & Front Office Excellence
POC Tasking required for replacements plans, wc (exception TX). Liens, cash pay & should not be necessary in these instances. WHY are we creating extra work? Indu shared utility screen for CS to review and potentially remove requirements. Indu did review POC Exemption: Exempt a Plan of Care (POC) from requiring a referring provider's signature and return. This group of options is for accommodating the Medicare regulation that exempts an initial evaluation POC from requiring a referring provider's signature and return, provided a valid prescription (Rx) is on file.
New Patient Appointment Reminders
Patient Access & Front Office Excellence
Already have texting in place
Greeting Patients
Patient Access & Front Office Excellence
The core idea is that by using AI to handle administrative burdens, PSRs can dedicate their time to warm patient welcomes and meaningful engagement rather than being distracted by phone calls and paperwork.
Patient Registration/ 1st Visit
Patient Access & Front Office Excellence
Patient forms can include a Spanish translation, provided the Spanish text is built into the same form as the English version. By setting it up this way, you avoid the need to send separate form sets to your patients. Patient Portal currently has the ability for patients to upload an insurance card, however, patients are not given the capability to type in information. Medication: patients do have the capability to upload/add medication within adult medical history.
Authorizations
Patient Access & Front Office Excellence
Agentic AI/RCM
Patient Collections
Patient Access & Front Office Excellence
Use current checkin alerts within checkin process along with payment alerts within Touchpoints Kiosk. QR code and Wallet are already available with AI Agents coming in 2027.
Schedule Management
Patient Access & Front Office Excellence
Currently there are no tasks that are sent to the PSR group when a patient drops. You can create a stage in Active Patient Journeys to track these patients and create a stage to send a message to the patient that they have fallen off the schedule and need to reach back out to get back on the books. You are also able to use the audience report to get the data you are looking for to catch the patients sooner.
Welcome Letter Automation (HIPAA)
Patient Access & Front Office Excellence
Automate Welcome Letter & appropriate document attachments (Ticket in process to Update HIPAA Communication preferences SF Case: 447968)
Review Patient Portal Tab
Patient Access & Front Office Excellence
Review Patient Portal Tab daily. Update patient data or remove updates.
Scheduler Views
Patient Access & Front Office Excellence
KPI
Patient Access & Front Office Excellence
Touchpoints - Patient Forms
Patient Access & Front Office Excellence
Touchpoints - Kiosk (Medical History)
Patient Access & Front Office Excellence
Touchpoints - RTPay
Patient Access & Front Office Excellence
Report Scheduler
Patient Access & Front Office Excellence
Knowledge - Scheduler Search
Patient Access & Front Office Excellence
Knowledge - Block Booking - Schedule
Patient Access & Front Office Excellence
Knowledge - Block Book - Delete/Reschedule
Patient Access & Front Office Excellence
Knowledge - Default Scheduler View
Patient Access & Front Office Excellence
Knowledge - Work ScheduleTemplates - On Boarding Providers
Patient Access & Front Office Excellence
Knowledge - Appointment (Color Legend)
Patient Access & Front Office Excellence
Knowledge - Appointment Recapture
Patient Access & Front Office Excellence
RT Web - Scheduler
Patient Access & Front Office Excellence
Dashboard - RTConnect (Unread Notes/Messages)
Patient Access & Front Office Excellence
First Come First Serve Waitlist
Patient Access & Front Office Excellence
Waitlist Clean up
Patient Access & Front Office Excellence
Location Resources
Patient Access & Front Office Excellence
Team Scheduler/View
Patient Access & Front Office Excellence
NPS Survey - HIgh score - Review
Patient Access & Front Office Excellence
Journey - Follow up actions
Patient Access & Front Office Excellence
Lead Journey - Email or Cell Requirement
Patient Access & Front Office Excellence
Lead Journey - Duplicate Records Handling
Patient Access & Front Office Excellence
Dropped Patients - Handling
Patient Access & Front Office Excellence
Healthcare Exemption
Patient Access & Front Office Excellence
Growth, Referral & Patient Journey
The new lead to patient conversion report in BI allows users to look at all leads by lead creation date and can be view by Location category/Region.
Non Converted records by Clinic
Growth, Referral & Patient Journey
SME TO COMPLETE / VALIDATE
BI Reporting Questions/Availability
Growth, Referral & Patient Journey
Training of the PRN team to understand current BI reporting and Dashboards available to the PRN team. Plus, Business Intelligence Dashboard Catalog attached
NPS
Growth, Referral & Patient Journey
PRN team can use the NPS report with high and low scores to begin with (screenshot below) and sort in ascending order to see just low scores and can also have this scheduled to go out to CDs on a weekly or daily basis.
Email Outreach
Growth, Referral & Patient Journey
PRN team can either build the content using external tools like Hubspot and import the html file in to Raintree or they can use the WYSIWYG editor to build the content within Raintree.
Growth, Referral & Patient Journey
SME TO COMPLETE / VALIDATE
Growth, Referral & Patient Journey
SME TO COMPLETE / VALIDATE
Custom Report (Lead to Patient Conversion) - Delivered
Growth, Referral & Patient Journey
SME TO COMPLETE / VALIDATE
Salesforce - Currently doing a Manual Upload- Interested in API Connection
Growth, Referral & Patient Journey
PRN’s dev team to try out the integration in Raintree Developer portal/Sandbox
Updating Payors
Revenue Cycle Transformation
There are really 2 avenues for improvement here that may help. With the first having a simplified workflow for the teams to follow, the SBP coverage correction tool option helps to enforce that the coverage correction process must be followed by users upon saving a change to the payors. This also provides the benefit of an updated workflow that does not have the user have to later go back and add the details for the parent or spouse if the policy is from a different member of the family. The second area of consideration is the ledger verifier that can help to surface when there are potential issues and help to resolve them early. The ledger verifier can be set to run automated solvers when there is a proposed solution from Raintree. This can also be run as a scheduled report that can help to highlight if and when there are common mistakes that can be used for internal training.
Form Script - SCHIN Flexibility in Column Configuration
Revenue Cycle Transformation
This would be a custom option to add additional columns to be able to configure within the form scripts specific to each payor what they would like to see included in the output. (Or added as a suggestion for future standard enhancement)
Payor - Restriction on the BC selection option based on the comments section within that payor
Revenue Cycle Transformation
This would be an option to limit payors like the <BC:P> comment that would only allow a payor to be selected as a P, but instead would be something like does not equal a P. Currently this would be a custom request or a suggestion for a future enhancement.
Scheduling Restrictions in the Provider Table
Revenue Cycle Transformation
This would be an enhancement that would allow the scheduler restrictions to be put in place specific to the filtered entries within the provider table.
Reports in Raintree - Report Scheduler
Revenue Cycle Transformation
This was discussed further in the calls with BI dashboards and tools as these export data and show similar data, but the filtering in some cases is different than what had been used historically. To allow reports within Raintree to run with the same historical filters and to allow enough time for them to successfully finalize, we would suggest to run these based on the report scheduler to allow them to run with an automated process that can kick off behind the scenes and run during off hours. The resulting report can then be sent to a task or email to be waiting for the applicable user to review the subsequent business day.
Refunds
Revenue Cycle Transformation
The recommendations here approach the topic from two points of view: Retroactive Refunds: to ensure an easy process with the Refunds that need to be issued. With refunds there are a few standard tools that can be employed to aid efficiency of the processing of refunds: Find potential refunds - https://kb.raintreeinc.com/help-10-2-500=find-potential-refunds-utility and Import issued refunds- to in bulk post those so that these are not an item a user would need to enter. - https://kb.raintreeinc.com/help-10-2-500=import-issued-refunds-screen Review and processing using Rev-Edition Follow up Dashboard for visibility into the processing - https://kb.raintreeinc.com/help-10-2-500=work-with-refunds-in-rev-edition Proactive: to help ensure that at time of service the amount collected is as close to accurate as possible. This is where tools and options within the Patient Payment Agreement and Counseling Form (PPAC) can be used and templates to aid in their setup defined to model specific common scenarios. For example, setting models for when there is a high deductible plan and payment condition would indicate to only use the required payment while deductible not met, or for patients where insurance coverage may be inconsistent to only use when no insurance coverage.
OTC Collections
Revenue Cycle Transformation
For this I would suggest a follow up working session on PPAC templates to setup a few samples, which can be set to use the payment terms only while the deductible is not met, or to estimate when then deductible will be met, to more closely align with what the patient owes after insurance adjudication. As noted with the section on refunds these common use cases for a PPAC can be set as a templated model for the teams to work from. Another feedback mechanism that is helpful to use as an indication that amounts to collect should be updated are decreasing copay follow up notes within the Follow Up Dashboard. Sorting by this follow up code and then by reason codes can help to give an indication when deductible and/or out of pocket maximums have been met and time of visit collections are no longer needed. An additional avenue to consider is that PPAC’s can be sent to patients for signature via the patient portal prior to the first visit. If the patient has the opportunity to review the details in a more focused environment if they do have an HSA that will issue payments to cover their responsibility amount this can provide them more time to share this feedback with the team to ensure that the front desk team does not collect in scenarios where the patient would have payments sent from the HSA with the payor directly following payor adjudication.
BILLING REPORTING
Revenue Cycle Transformation
The time here is also discussed with BI reporting. Some of these can be set to run on report scheduler to run during off hours. The report scheduler tool can run reports that are consistently reviewed on a defined scheduled date. This can be used to ensure that the same report is run with consistent filtering from one run to the next so that metrics can be true comparisons. As the time for these runs can be defined by the user these can be set to run during off hours so that system performance will not be impacted and run time does not leave a user waiting. For reports where different iterations and drill downs would want to be review, these can be found in BI and these drill downs and components within the reports will be items that are accessible without having to completely re-run the report.
Ledger Lock
Revenue Cycle Transformation
Ledger Lock is recommended for use. Challenges that were discussed: For items that do need re-allocation best practice to maintain ledger lock integrity is to maintain the lock and not bypass it. The payment would still be re-posted, however the original incorrectly applied payment would be reversed and the correction would be posted all with a posting date of today (current day). In this way, the history is maintained and the historical stats remain consistent. The current day is a wash for overall cash receipts as there is a reversal and the reposting that correspond with one another. The correction will appear as a correction off of one location and onto another with the current day/month for the correction to reflect in financials.
Location History
Revenue Cycle Transformation
As this is consistent with the historical entries in their location table, continuing to use this method will maintain consistency and not need to update form script setup options. If this becomes difficult to manage we do have an option that would require a change to form scripts to use a fall back sequence from provider table to location table and could use a "default" provider with filtered entries to accomplish the accurate name with the applicable time frame for locations.
Automated Follow Up Actions
Revenue Cycle Transformation
There is an attachment below that shows the process in a detailed recording: https://drive.google.com/file/d/1GfMiEsw7YKsc8hw2IAlipBfzMBlj6Hhr/view?usp=drive_link The suggestion would be to begin with some of the straightforward follow up actions like a sending of medical records and identify when the team is taking this action consistently - Which payors is that done for? What ANSI reason code does that payor process with? Once these questions are clearly known a routing rule can be defined to take action automatically on behalf of the team. Below in the workflow to define the rules section, we will see an example for an insurance of Aetna and reason code 252 defined to run an automatic action of “medical records sending”.
Follow Up Cues to Include Balance without Duplicates
Revenue Cycle Transformation
This is an option that can be enabled by the Raintree team within the global.ini. To accomplish this a case will be the best method here as it is added into the global.ini during off hours and we will want to coordinate date and time to conduct this during off hours.
"Not Touched" as a dropdown filtering options on Follow Up Dashboard
Revenue Cycle Transformation
Reviewed definitions during call. Not touched - a real person user has not needed to complete a follow up action on this claim
Vendor for Insurance Coverage Detection
Revenue Cycle Transformation
With Waystar the prerequisites were that they were already using the eligibility results being retrieved from Waystar and that contracting with Waystar as the clearinghouse was updated to include coverage detection. As the offering would become expanded to Availity and beta groups are reviewed the PRN team should be considered as a group to work with the beta offering.
Under Payment Detection
Revenue Cycle Transformation
This can be defined differently for payors that reimburse based on a fee for service model or a flat fee per visit. Below will be a link to slides from prior TherapyCon sessions that demonstrate not only how to define these behind specific payors but also how to run reporting to help in ensuring the targets defined are in line with actual reimbursements received. Link: Underpayment Detection - Slides TherapyCon 2025.pdf
TVBEN Completion Restrictions
Revenue Cycle Transformation
Capitation Payors
Revenue Cycle Transformation
Ledger Verifier
Revenue Cycle Transformation
Fee Schedule
Revenue Cycle Transformation