Global demand for in vitro fertilization (IVF) has resulted in a surge of patients seeking fertility services, posing challenges for clinics. The increased demand requires highly skilled personnel to handle clinical, embryology and administrative tasks, potentially impacting time for patient care.
Clinicians are increasingly recommending freeze-all options, extending the cryo journey well beyond the initial IVF treatment.1 This article discusses these challenges and how efficient end-to-end cryo management can improve organizational workflows, enhance resource allocation, and promote stronger patient-clinic relationships.
More patients. More tasks. Less time for everything.
As a result of the increase in freeze-all options continues to rise within fertility clinics, the IVF journey now includes more aspects within cryo management, including storage, billing, and shipping, if necessary.
For lab staff, a division of tasks between embryology and administration can be disruptive, and time-consuming. “I can be hyper-focused on just getting the lab work done,” says embryologist and lab supervisor, Leilani Castleman from St. Luke’s Hospital. “I do the everyday technical bench work plus I’m responsible for all the quality control, quality assurance, documentation… and I am available to answer patient phone calls.”
This increased cryo management can lead to an increased workload as clinics are already grappling with recruiting and retaining personnel who face time constraints due to the high demand for fertility services.
“Clinics see an increase in their patient communication including billing services,
consent and disposition forms, and the organization of cryo shipping. ”
Patient communication is the heart of a clinic?
The interaction between patients and clinics plays a vital role in the patient fertility journey. Clinics are expected to provide support and address any inquiries or concerns that patients may have during their experience. This pivotal aspect of patient-clinic communication ensures a comprehensive and supportive fertility care environment.
With cryo storage, clinics see an increase in their patient communication including billing services, consent and disposition forms, and the organization of cryo shipping. “It can all be manual. I used to print out and send out disposition forms before we created a bill,” says Nelson Gonzalez from Shady Grove’s administrative team. “It is not sustainable with so much copying of documents and the volume was growing.”
When patients have questions, “I feel they prefer to send an e-mail than to make a phone call because they’re also working and busy too,” says Leilani. Therefore, communicating with patients on cryo billing, changes in personal information or payment options, plus receiving their disposition decisions, presents challenges for fertility clinics if only reliant on postal mail for invoices and consent forms.
“There is such continuity. I don’t have to check paper documents or the clinic’s database for notes: all are consolidated on this one site, and everybody associated with it – the clinic, the financial person, and the hospital billing person – can all see the same thing.”
IVF Lab Supervisor at Saint Luke’s ART lab – Leilani Castleman
Cryo management compounds financial complexities
Administrative tasks are not just ongoing patient communications but also the need for constant financial overview to ensure the efficient management of resources and adherence to budgetary constraints and compliance. Lack of patient billing transparency can have a big financial impact. For many reasons, including change of address, patients may lose contact with their clinic and even forget that they have reproductive samples in cryo storage.
Paulette Leverett, Lead Billing Specialist from Ovation Fertility, notes “It’s a big challenge, reaching out and finding patients…the information we had when they first came through may have changed, and for years we keep mailing out invoices but have no real way to find people or communicate with them.”
The result is delayed or late payments which can hinder the optimization of resources within clinics, such as tank storage space, and can introduce potential misunderstandings and disputes stemming from the lack of clarity in patient billing processes.
Innovation for a better cryo journey and beyond
The integration of digitalization and automation within cryo management, including shipping, can enhance the overall efficiency of fertility clinics and ensure a seamless experience for both staff and patients.
The cryo billing platform, Embryo OptionsSM, and the cryo shipper, Core CryolabSM, can provide significant leaps forward, offering clinics comprehensive approaches to reduce costs, streamline processes, and enhance the overall efficiency of their cryo services. The synergy between these technologies marks a new era in cryo management that can provide clinics with tools to deliver the highest standard of care.
“There’s no concern that data will be missing.
You know whatever they’ve uploaded is saved.”
It’s about time
Digital and automated services can help alleviate some labor-intensive tasks in cryo management to simplify processes, automate billing for accuracy, and enhance shipping with seamless tracking. “There’s no concern that data will be missing. You know whatever they’ve uploaded is saved,” comments Leilani. With digitalized cryo management, “It removes all of those barriers…because the site is secure and we can share document-controlled authorizations, which haunted us in a paper system.”
Streamlining administrative tasks allows clinic staff to allocate more time and attention to patient care, reducing the burden of manual processes and paperwork.
Communication and coordination
Providing digital and automated services empowers patients with the necessary information to navigate the complexities of cryo billing and disposition options.
“We always want to be there for our patients,” says Nelson. “The system is very automatic…which makes it easier on them and obviously easier on us.”
More transparency helps to clarify any billing issues and patient disposition requests. “Basically, patients know exactly what their options are and what they can do, and they know the cost too right away,” says Leilani.
“We can send patients copy of their billing history…and for dispositions,
I love it because we know it’s not getting lost in the mail”
Everyone in sync
The integration of new technologies and automation within cryo management can increase efficiencies for the staff responsible for billing and disposition management. “We can send patients a copy of their billing history…and for dispositions, I love it because we know it’s not getting lost in the mail,” says Paulette.
With efficient billing, streamlined financial reporting, and optimized tank management, all parts of the clinic can be more connected. “The lab is able to help with billing because sometimes billing hesitates to close an account out because they want me to actually look in the tank. Now I’m happy that I can confirm it’s gone and close the account the same day instead of waiting for two or three other people to verify. I like being empowered to be able to just do it myself,” remarks Leilani.
Embryo Options and Core Cryolab – Continuity in care
These automated and digital systems for billing, shipping, material management, and patient communication can help reduce manual workload, which should allow clinic staff to allocate their time more effectively, focus on critical tasks, and ultimately improve the overall productivity and effectiveness of the clinic.
References
- Mizrachi, Y., E. Horowitz, J. Farhi, A. Raziel and A. Weissman. “Ovarian Stimulation for Freeze-All IVF Cycles: A Systematic Review.” Human Reproduction Update 26(1):118-35. doi: 10.1093/humupd/dmz037.
