How can you manage what you don’t measure?
In the HME industry, where tight margins, staffing shortages, and ever-changing fees and payer requirements are the norm, flying blind isn’t an option. To navigate these challenges successfully, you need metrics—clear, actionable data to guide decisions and improve performance.
But where do you start?
The Power of Metrics
Your EMR system holds a wealth of data. However, it’s not enough to simply have the data—you need to harness it, refine it, and turn it into insights that empower both management and frontline staff.
As Jim Collins wrote in Good to Great, “Good is the enemy of great.” Many HME businesses settle for “good enough,” prioritizing daily operations over the strategic work of integrating metrics into their processes. The result? Missed opportunities to transform your business from good to exceptional.
Laying the Foundation: Correct System Setup
The first step toward creating meaningful metrics is ensuring your systems are set up correctly. At Strategic Office Support (SOS), we often find that system setup deficiencies are a common roadblock for HME providers. These issues prevent businesses from capturing the data they need to thrive.
Some of the most common deficiencies we see include:
- Erroneous inventory multipliers
- Outdated fee schedules
- Incorrect payer mapping
- Poorly implemented automations
When these issues are addressed, your system can start working for you instead of against you. A well-optimized system provides a cleaner, more accurate view of financial, operational, and satisfaction metrics—giving you the tools to make informed decisions and drive growth.
Three Metric Focus Areas
Establishing the right metrics doesn’t have to be overwhelming. We recommend focusing on three key areas:
- Financial Metrics: Track month-over-month performance, top denials, and A/R buckets to keep your business financially healthy.
- Operational Metrics: Monitor workflow efficiency, staff productivity, and process bottlenecks to improve day-to-day operations.
- Satisfaction Metrics: Measure patient and referral partner satisfaction to identify areas for improvement and foster loyalty.
What’s Next?
The takeaway is clear: success begins with the right system setup.
Correcting setup deficiencies isn’t just about fixing problems—it’s about creating a foundation for growth. When your systems are optimized, you gain the clarity and confidence to manage effectively and move your business forward.
Looking for help with your system setup? SOS specializes in helping HME providers streamline their operations and unlock the full potential of their EMR systems. Contact us today to learn how we can help you establish the metrics you need to thrive.
