NorthSight Recovery
This outcomes-focused provider leveraged data and technology to ensure connection with patients and the community The Challenge NorthSight Recovery (NorthSight) is a nationally accredited integrated
May 18, 2023
The Challenge
Royal Life Centers delivers detox, inpatient, outpatient, and sober living care to patients throughout Arizona and Washington State. Across the provider’s eight locations, the team offers “ethical, comprehensive, and quality-focused care” to provide patients with an “unparalleled and transformative treatment experience.” Joint Commission and CARF accredited, Royal Life Centers serves as a preeminent addiction treatment facility and resource to the community.
A piecemeal technical solution made Royal Life Centers’ complex operations and disparate provider landscape more challenging. Team members would work to manually compile data across different systems and build reports for management; at one point, this task alone was a full-time job.
Royal Life Centers faced additional challenges because billing was outsourced to a third party. Insurance information would get lost between systems, and the vendor constantly made mistakes. Unfortunately, those mistakes often weren’t realized until claims were denied 30-45 days later, impacting cash flow and revenue predictability.
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The Solution
Royal Life Centers faced unique change management and adoption issues driven partly by a dispersed workforce across multiple states. Coordination, communication, and transparency were critical to ensuring that requirements were captured and embedded into the solution.
“Coming from an older EMR, the user experience was much more streamlined. We gave Sunwave a list of 10 features we needed to make the switch, and they built these all within 30 days. What we thought was going to be a week of training turned out to be one day!”
The benefits delivered by technology are only realized when people are trained and using the solution in a way that meets their needs and answers the critical business and clinical questions that lead to better outcomes. Sunwave’s platform had all the capabilities to deliver value. And because the Sunwave team was available for support 24/7 and implemented using live training in days, not months, the transition was seamless.
“We ended up switching to Sunwave with all of our facilities at the same time, which comes out to over 900 beds. I was expecting some ugly downtimes and issues, but this was not the case at all. There was no downtime switching from an older EMR. No issues, no problems. Sunwave made the switch seamless.” – FRANK X. CID, CEO
More Transparent and Efficient Billing Management
Royal Life Centers faced constant challenges using third-party billing vendors. There was little to no visibility into the billing process and mistakes. Reports had to be requested, typically taking days before they were delivered. If data were incomplete or inaccurate, it would take more time and cycles to resolve.
Using Sunwave, Royal Life Centers accelerated decision-making and access to real-time insights while providing their billing team with easier claims generation and collections management.
“No one is going to look after your money better than you, and Sunwave gives you 100% visibility into your billing. It’s been the biggest home run in the world for me. Sunwave taught us a lot about billing, and their customer support staff is always there when you need them. – FRANK X. CID, CEO
Bridging the Gaps that Multiple Systems Left Behind
Sunwave provided Royal Life Centers with a platform encompassing the patient treatment journey, from the first call to ongoing alumni connection. Admission directors have a complete view of the patient census and capacity. With call tracking, administrators can better track referral sources and follow-up calls. And the clinical pathway is documented, accelerated, and visible to the clinicians and staff working to ensure the best possible patient outcome.
"When someone asks me about Sunwave, I tell them you're eliminating your old EMR, Salesforce, and your whole billing company to instead create your own destiny.
– FRANK X. CID, CEO
The Results
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Higher clinician satisfaction
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Increased revenue and cash on hand
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time to bill
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"With Sunwave's RCM and CRM, I can see what referrals are providing me in terms of revenue, and having all this under one centralized platform is incredibly valuable."
Driving Healthy Results for Royal Life Centers
Sunwave’s solutions provide Royal Life Centers the scalability and flexibility needed to support multiple facility types and reimbursement models. Operational and clinical intelligence—powered by the underlying comprehensive, consolidated data approach—simplifies reporting and planning. Compliance and accreditation are accelerated, and Royal Life Center’s providers are prepared for future value-based requirements. It is Sunwave’s continued goal to protect the health of Royal Life Center’s facilities so their providers can focus on patient health.
About Royal Life Centers
The Royal Life Centers detox and treatment network was established in 2009 to offer consistent care as a reliable source for superior drug rehab Royal Life Centers’ commitment to unparalleled, highest-quality addiction treatment and aftercare can be found at eight locations in the Pacific Northwest and the Prescott Valley in Arizona.
Royal offers a variety of programs, including:
- Medical Detox
- Residential Inpatient
- PHP
- OP
- Sober Living
"It's astonishing the amount of time Sunwave's billing module is saving. We can instantly show how much policies and patients are paying and can get that information at any time.
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