Gartner Research

Guidelines to Manage High-Risk Healthcare Enterprise-Level Revenue Cycle Management System Implementations

Published: 04 February 2014

ID: G00261520

Analyst(s): Melanie A. Meyer


Replacing or deploying a new enterprise RCM suite is a critical, complex and risky endeavor for CIOs and CFOs. Poor planning or execution can disrupt cash flow. Consolidating operations and health system integration add to the challenge. These guidelines provide keys to success.

Table Of Contents
  • Key Challenges


  • HDOs Are Using the System Implementation Process to Make Strategic Changes
    • Stand-Alone Application to an Integrated System
    • Back-End to Front-End Workflow Shifts
  • Enterprise RCM Implementations Are High-Risk


  • Establish a Clear Program Accountability Structure for Achieving the Technology Milestones and Business Results
    • Program Governance
    • Experiential Learning
    • Accountability
  • Institute an Enterprise Data Governance Structure to Enable Standardized Processes and System Management, as Well as Enterprise Revenue Cycle Metrics and Analytics
  • Focus Management Attention on Two Critical Junctures of an RCM Project: Discovery and Design, and Stabilization
    • Focus on Discovery and Design
    • Focus on Stabilization
  • Establish the Charge Capture Process as a Major Milestone, and Reinforce With Strong Quality Assurance to Avoid Revenue Disruption

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