Ronda Buhrmester on measurable value, transparency & modern RCM

CHARLOTTE, N.C. - As home medical equipment (HME) providers grapple with staffing shortages and intensifying scrutiny, Prochant is elevating client experience on a leadership level.

The revenue cycle management (RCM) company recently named industry veteran Ronda Buhrmester as vice president of client experience, a newly created role focused on strengthening collaboration with providers and ensuring they see measurable results from outsourcing intake, billing and collections.

Buhrmester brings deep HME experience from her time at VGM & Associates, where she worked closely with members on audits, policy changes, billing challenges and process improvement. Here’s what she had to say about why communication, outsourcing and technology are non-negotiable for providers trying to keep pace in today’s environment.

HME News: Why did Prochant see the need for a vice president of client experience on its leadership team?

Ronda Buhrmester: We want transparency about the work we’re doing. We want to make sure we show those results. What’s we’re looking at is providers facing bandwidth issues and payer frictions. They’re stretched so thin. So, we want to build on the relationship with the customer. We’re not just out there selling the product and working the back end. We’re building a team that can fill that gap to make sure the whole experience is meeting the client’s needs.

HME: I know it’s still early days, but what will your day-to-day look like?

Buhrmester: Sometimes suppliers just need someone to talk to. They might be struggling in a certain area, and they want that confidence of being able to talk to someone about it. That helps to back Prochant’s brand – that trustworthiness and that validation that the rep is offering the supplier. So, I’ll be on the phone with them, and I’ll be going on site with them to make sure they see us as a true partner. And you’ll still see me out and about at conferences.

HME: When budgets are so tight, why is outsourcing intake, billing and collections a good option for providers?

Buhrmester: In the current environment, including with competitive bidding, it’s important to stay on top of all the changes and it’s almost impossible. A large team can stay on top of those changes, but we’re still in the great resignation and suppliers just don’t have the staff.

HME: You can’t have a conversation about intake these days without talking about the use of automation to streamline this process. How is Prochant’s use of technology evolving?

Buhrmester: As technology continues to develop, we’re always looking for opportunities to see where it fits and to grow in that space. What I’ve learned about Prochant already is how advanced they are and all the different platforms they offer suppliers. But they’re looking where they can fit it in even more to make the process more seamless. Where we can implement technology the best is to get away from manual work and instead use a hands-off approach. We want to be that one-stop shop for suppliers.