FAQS

Frequently Asked Questions

We’ve listed answers to frequently asked questions below. If you need more information, or an answer to a question not covered here, please fill out the form on the right.

For an exhaustive FAQ on OmniClinic, please follow this link: OmniClinic FAQ.

Click the question to see the answer.

We are currently receiving our print and mail statements for free from our current software provider (or other organization), but we like your product better. Can you figure out how we can switch to Smart Source without paying more than we are today?

While nothing today is ever really free, we recognize that you feel locked in to your current provider even though they cannot give you what you really want. Please make that one call to Smart Source and ask us to see if we can provide a cost neutral solution to your needs. We will evaluate what you have today vs. what you would like to have and propose a solution. A cost neutral solution if at all possible. Our analysis will typically uncover hidden costs that make our solutions very viable.

We’d like to know more about your offerings but do not want to see a sales rep. What should we do?
  • Send me (mail or email) more information
  • Call me to discuss possibilities
  • Schedule an on-line demo
  • Send me references that are relevant to my needs to check first
  • Meet me at a conference or tradeshow
  • Other
We need assistance for a problem I do not see reference to on your website. Should we assume this means you cannot help us?

Not at all! Please ask us if we can help you as we have some extraordinary resources that do extraordinary things everyday! If we cannot help chances are pretty good we will know someone else (reliable) who can, and we will be happy to provide information. Failing that we will tell you it is not our area of expertise and then make suggestions. In any case, let’s talk about what your problem is and brainstorm some solutions together.

Our budgets have been slashed and we do not have any extra money to try new things. What can you do to help us?

When money is tight there is more reason than ever to find creative ways to solve your problems. As staff cuts occur it is ever more necessary to automate processes to maintain service level for patients without staff burn out. We will show you ways to unburden staff without increasing spending.

With HandHolder™, what happens if we want to change our maps?

Advancements in technology have resulted in the advent of affordable digital color on-demand printing. This means that we can easily change out the mapping for way-finding, add to or redo existing maps, or add an entirely new map easily and quickly.

How much is postage and how does it work?

Postage is a pass through item. This basically means we charge you what the USPS charges us. It is not a profit center. Because we are able to sort down to the lowest sort possible to expedite delivery, we are able to get the lowest allowable postage discounts for our customers. We will bill you once per month on a separate invoice and the money is deposited in your own escrow postage account. We use this to pay the post office each day as they pick up the mail and report back all activity to you electronically so you can monitor your postage account along with us. The goal and intent of our communications program is to move patients to electronic billing to reduce or eliminate postage expense, which is the most expensive part of patient billing.

What happens to undeliverable mail?

We have two major services to deal with the undeliverable mail issues which are so prevalent in the healthcare world.

  • NCOA Link – We are on-line with the USPS and we run all your files through their software everyday. If we find a new address because a patient has registered with the “National Change of Address” service of the post office, we will change the mailing address BEFORE WE PRINT, and mail to the correct address. We then report these changed addresses back so the database can be updated.
  • Smart Trace – Is our service to make all your return mail disappear! We have all undeliverable mail returned to us. We then create an electronic file and skip trace the recipients by bumping up against over 20,000 databases to find them. If we have Social Security numbers to search on we usually find well over 70% of these patients, and when possible will also provide a phone number for them. We can provide more detail on this service if desired. It is highly effective.
What are we supposed to do with the new information you return to us?

It is very important that you update your database to match the new information or you risk losing your postage discounts! This can be accomplished by manually re-keying the info, or by uploading a file we give you. We will provide the files in whatever format you need to facilitate uploading.

Can you include other things w HandHolder™?

Patient Estimates, New Patient Questionnaires, Medical History Forms, Medicine Reconciliation forms, Disease specific brochures, etc can be included so staff does not have to do separate mailings and patients can arrive with forms already completed and an understanding of their financial responsibilities and options. This saves postage money, staff time and energy, as well as patient agitation. The responses to questionnaires completed at home tend to provide more accurate information when completed in a stress free environment.

If there are multiple depts. on the same document who pays for this?

We will actually provide you with departmental information so that any given patient’s HandHolder™ can be paid for by multiple departments making the cost per department very small! Typically it will cost about 10-15 cents per department to send a HandHolder™ (plus postage – which is usually an enterprise cost).

How do we change the broadcast messages?

Typically one central department is the champion for this feature. Usually from the COO office. The message may be changed online by your authorized administrator or by sending a simple email or phone call.

Most of our patients cannot access the internet. How will they get their information?

Recent research has indicated that overwhelmingly patients prefer their medical information in writing, though this may vary by age and technical competency. To cover all bases, critical medical information is available by mail as well as online and mobile. This is also supported by automated phone reminders and text messaging. Believe it or not the use and rapid adoption of computer use is more prevalent than most hospitals realize, PARTICULARLY FOR ELDER PATIENTS! In 1997 the usage of computers by males over 65 was over 30%.