RPM, CCM, and Care Management Software for Provider Teams

I am happy to share our experience with HealthArc after using their services for approximately the past nine months within our interventional pain management practice.

We transitioned to HealthArc from our incumbent provider primarily because of concerns surrounding compliance, documentation quality, workflow integration, and scalability. After evaluating several vendors, HealthArc stood out because of their technology platform, the quality of their clinical support staff, and their leadership, compliance, and ethics.

From a technology standpoint, HealthArc’s platform is significantly more sophisticated and operationally useful than what we previously experienced. The patient-facing application allows for ongoing monitoring of patient-reported pain scores and engagement metrics in a structured and trackable manner. The system provides meaningful visibility into trends in a patient’s condition over time, rather than simply generating isolated monthly touchpoints. This has allowed our practice to better monitor chronic pain progression, identify worsening pain patterns, and recognize interactions that may warrant escalation to the practice for clinical review or follow-up.

Equally important, HealthArc’s reporting and workflow integration capabilities have been very strong. Monthly reports are generated in a format that integrates smoothly into our EHR workflow for physician review and signoff. Their team also worked collaboratively with our practice and our outside billing company to streamline operational processes and maintain timely billing workflows across payers.

Another major differentiator has been the quality and professionalism of their clinical staff. HealthArc utilizes licensed clinical personnel who appropriately document patient interactions and communicate in a professional and compliant manner. We appreciated that they understood the importance of escalation pathways and involving the practice when patient-reported information suggested that physician review or intervention may be appropriate.

Patient participation and engagement improve significantly when the practice team reinforces the value of the program during office visits. In our experience, overall patient satisfaction has improved because patients appreciate the ongoing interactive communication, monitoring, and sense that the practice is staying connected to their progress between visits. In general, our patients have responded positively to the service.

As with any implementation involving healthcare technology and EHR integration, there were some operational and communication issues early on, particularly surrounding EMR workflows and encounter management. However, HealthArc’s leadership team was highly responsive and collaborative throughout the process. Together, we developed internal SOPs for encounter creation, assignment, escalation, and closure that aligned with our clinic’s workflow and compliance expectations. In our experience, their willingness to listen to providers, adapt processes, and continuously improve their systems has been a major strength.

As you know, compliance with insurance and Medicare requirements is continually evolving, and we have worked closely with HealthArc to ensure that workflows, documentation, escalation protocols, and billing processes are being handled appropriately. We have appreciated their willingness to collaborate, adapt, and implement changes when necessary to align with evolving guidance and operational best practices.

Overall, we have been very pleased with HealthArc. Their combination of advanced technology, licensed clinical support staff, operational responsiveness, and focus on compliance distinguishes them from other vendors we evaluated and previously utilized. They have functioned as a meaningful extension of our practice in helping support chronic pain patient engagement and monitoring while still appropriately keeping the physician and practice at the center of clinical decision-making.

Tim Gilman
Still Well Pain Management