The impact of telehealth on clinical audits during COVID-19

Nowhere is COVID-19 felt more acutely than in healthcare. Hospitals are overloaded, clinicians are overworked, and ICU beds are scarce. The pandemic has also had an effect on the ways in which we seek non-emergent care. Telehealth has become a welcome relief for patients who need to seek care but want to stay in the safety of their homes. It also helps providers remotely screen and monitor COVID-19 patients without putting themselves at risk. 

4,347% growth

in telehealth claims

FAIRHEALTH.ORG

$250 billion

stated telehealth market potential

MCKINSEY & COMPANY

7-fold growth

in telehealth projected by 2025

FROST & SULLIVAN

In response to the growing need for telehealth, the Department of Health and Human Services issued a waiver on March 6, 2020, allowing all Medicare beneficiaries in all areas of the country to receive telehealth services from home. Previously, telehealth was only allowed in rural areas from healthcare sites. The waiver relaxes several other regulatory guidelines including those surrounding HIPAA, copays, deductibles, and more.

While telehealth has become a lifeline during the pandemic, the potential for improper coding and documentation—and fraud, waste, and abuse—is high. Until reimbursement for telehealth is better understood, health plans are wise to include telehealth claims in their clinical audit programs.

New telehealth regulations

As they manage telehealth claims, health plans need to first fully understand the new payment requirements. There are three types of telehealth services that fall under the telehealth expansion waiver:

  • Medicare telehealth visits are visits with a provider via telecommunication systems that offer audio and video 
  • Virtual check-ins are brief, patient-initiated check-ins with providers via telephone or other device to determine whether an office visit or other service is needed
  • E-visits cover communications between a patient and provider through an online patient portal

The waiver also includes stipulations as to whether the patient must be an established patient. A range of providers including doctors, nurse practitioners, clinical psychologists, and licensed clinical social workers can offer telehealth services. In its fact sheet, CMS provides greater detail, as well as HCPCS and CPT codes for telehealth services. 

Telehealth payment risks

Relaxing telehealth regulatory guidelines has led to growing concern about a potentially heightened risk of improper payments. Concern has arisen around a few factors:

  • CMS has approved 135 additional temporary billing codes for telehealth services, and new information and guidelines are changing by the minute, causing confusion and raising the risk of error
  • Penalties for some HIPAA violations may be waived to encourage telehealth, though this raises concern for patient privacy and safety
  • States and the federal government have loosened state licensing restrictions, allowing providers to work across state lines, widening the potential for liability and malpractice repercussions
  • States like California have their own telehealth regulations, which are stricter than the federal government’s. These state regulations must take precedence

Telehealth in clinical audits

As telehealth continues to skyrocket and with relaxed guidelines, health plans need to begin including telehealth claims in their clinical audit programs. Claims need to be reviewed for legitimacy to spot instances of fraud. Plans need to validate that services are coded and billed correctly and verify that appropriate documentation is included in all claims. 

Telehealth has been making great inroads in helping to combat the COVID-19 crisis, but until it is better understood, health plans are wise to approach this uncharted territory with a dose of caution.

Learn more about Discovery’s Clinical Audit solution.

Lynn Walter, MBA, RN, COC, CCFAThe impact of telehealth on clinical audits during COVID-19
read more

Three benefits of physician oversight in clinical audits

As I discussed in my earlier blog post, clinical audits play a critical role in ensuring payment integrity for health plans. They help to identify where payment errors are likely and help to correct those errors.

Previously, we talked about the need to care for providers during clinical audits, reduce abrasion, and protect the payer/provider relationship. In today’s blog post, we take the discussion a step further, identifying how physician oversight plays a role in conducting medically sound audits that reduce provider abrasion and ensure defensible recoveries.

Let’s discuss three topics in more detail:

1. Reducing provider abrasion

When conducting clinical audits, health plans must consider the experience from the provider’s perspective. While there’s little disagreement in the medical community that clinical audits are necessary, they can be tedious and expensive.

There are a few techniques I’ve used to help deliver a positive experience during clinical audits, making them less intrusive and more cost-effective for both parties. Education and transparency can have a significant impact on enhancing the provider experience. Clearly communicating expectations, requests, deadlines, and the plan’s findings go a long way toward improving the payer-provider relationship.

By being involved in these audits, I have come to realize that physician oversight helps to ensure a positive provider experience. When providers know that audits are medically sound and have been reviewed by a physician, they more readily accept the outcomes of the audit.

2. Providing the clinical perspective

When payment integrity is the goal, financial decisions cannot be the primary concern for both payer and provider. With physicians involved in the process, it’s understood that finances are not the motivating factor. By involving physicians, plans have the opportunity to communicate to providers that it’s not all about money and that there is clinical consideration given to audits.

In addition, physicians can help providers understand the medical rationale behind identified payment inaccuracies. We can help communicate compliance rules and show providers where they may have gone wrong in their coding and documentation practices. Ultimately, this helps providers learn from the audit and are more compelled to change their behavior.

3: Ensuring medically defensible recoveries

Whenever a clinical audit leads to the recovery of overpaid funds, the health plan must ensure that all clinical audit outcomes are defensible. Physician oversight helps ensure that audit decisions are made with clinical objectivity.

This is particularly true with medical necessity discussions. With high-dollar claim reviews and DRG validations, physicians collaborate with coders in developing review algorithms. In responses to appeals, physicians can review the audit decision and provide the clinical justification for the outcome.

In the end, physician oversight in clinical audits helps health plans ensure they are effective and reduce any abrasion that might be experienced by the provider. The physician can engage in peer-to-peer discussion with the provider and help them understand audit decisions from a mutually agreeable clinical perspective.

Learn how Discovery Health Partners can help you enhance the medical validity of clinical audits.

Moira Dolan, M.D., is Medical Director for Discovery Health Partners. She is a graduate of the University of Illinois School of Medicine and has been a practicing physician for over 30 years. Dr. Dolan maintains a private medical practice in Austin, Texas.

Moira Dolan, M.D.Three benefits of physician oversight in clinical audits
read more

Your COB questions answered

As we meet with health plans of all shapes and sizes across the country, we’re frequently asked for advice regarding the Coordination of Benefits process, vendor selection, and orchestration with internal COB teams. Here, we share several of the common questions and our responses. 

Why consider Discovery Health Partners’ COB solution?

Your health plan’s success is based on the speed and accuracy of claims payments. Up to 15 percent of all members have other health insurance in any given year, costing plans millions in higher payments and administrative costs.

The Discovery COB solution is designed to go beyond other COB vendors by identifying more members with additional coverage—leading to less provider and member abrasion, additional claims recoveries, and avoided future expenses. Leveraging the power of technologies like Artificial Intelligence (AI) and predictive modeling, Discovery effectively integrates both traditional and non-traditional data sources to identify and determine the most successful indicators or combination of indicators of other coverage. We then use this information to automatically update analytic models to reflect that learning.

Does our organization need to change our existing COB processes?

No, your organization does not need to change its existing COB processes. Our COB solution is designed to work in concert with your existing internal and/or external vendor processes by harnessing the power of data mining and analytics to identify additional opportunities for recovery. To minimize duplication of efforts, our highly experienced staff works in partnership with your in-house COB, Operations, and IT teams. This enables your organization to retain current staff and gain additional savings. Our solution provides health plans with a “safety net” that delivers considerable incremental recovery opportunities with minimal disruption to operations.

How is Discovery’s COB solution different from internal operations or external vendors?

We built Discovery on both our staff’s deep subject matter expertise and the experiences learned while delivering successful payment integrity programs. Unlike traditional vendors that heavily rely on direct outreach, Discovery’s COB solution combines advanced technologies and extensive healthcare expertise to look at member eligibility more holistically, resulting in an increased number of high-value opportunities often missed by traditional means.

What does Discovery’s COB process look like?

Discovery takes a very flexible approach to its COB solution to accommodate different clients’ needs. Some of the options we offer with our COB solution include: mirroring a client’s internal COB team approach, acting as a turnkey vendor for COB efforts, focusing our COB efforts on all lines or business, and performing COB for only certain LOBs and/or claim types.

Does line of business matter?

No, line of business—whether commercial, Medicare, or Medicaid—does not matter. Discovery’s extensive knowledge of the various rules and regulations for each line of business allows us to perform COB services for all your covered lives. Discovery’s propriety algorithms and mining efforts are customized to deliver the most value possible across all your lines of business.

What should our organization look for when evaluating COB vendors?

The payment integrity market includes a wide range of COB vendors who offer to maximize recoveries and prevent future costs. When evaluating vendors, here are some things to think about:

Data: Where is the potential vendor getting its data and is the data relevant to your plan?

Expertise: What type of clients does the COB vendor work with today? Are they specialized in one line of business or do they work across multiple? Does the vendor have folks with plan-side experience?

Satisfaction: Does the vendor have a track record of delivering value to its clients?

Flexibility: Is the vendor flexible enough to wrap around your current team?

Technology: Is the vendor using technology like AI and machine learning to look at eligibility more holistically?

Research and development: Is the vendor relying on standardized practices that “worked before”? Or do they have a team of seasoned research analysts dedicated to looking for new rules, regulations, data sources, and data points to deliver additional value?

Full-service capabilities: Does the vendor offer solutions spanning all phases of the claims lifecycle (e.g., prospective, retrospective, hospice, etc.)?

Security: Is the vendor HIPAA and HITRUST compliant? What security standards and access policies are in place?

Partnership: Is the vendor willing to learn about your organization, what’s important you, and how to support your COB process and goals? Is this a joint collaboration and journey? Where does your plan line up with the vendor’s other clients? Will you be a priority for them?

 

Discovery is more than just another vendor—we are your partner, looking out for you every step of the way with proactive insight and information. Is this what you’re getting today? Learn more about our Coordination of Benefits solution.

Discovery Health PartnersYour COB questions answered
read more

Trends that are re-shaping payment integrity strategies

Evolving payment models and new technologies are supporting health plans’ efforts to implement more proactive, data-driven payment integrity solutions. Diane Akrami, Senior Director, Audit Operations, discusses what’s in store for the future of payment integrity and how the company is helping clients make the transition from retrospective to prospective programs.

During the last decade, a number of emerging trends have impacted health plans’ ability to reduce their exposure and increase payment accuracy. Value-based contracting, for example, has left many payers struggling to figure out how to transition to the performance-based payment methodologies that center on cost efficiency, quality, and delivery standards. The changes around CMS’ reimbursement models for home health and skilled nursing can pose some challenges as provider and payers adapt to those changes and create new PI audit opportunities. Payment integrity programs can provide needed support in adapting to claims processing changes like these.

At the same time, providers themselves are evolving and making changes to their billing processes based on these new models. In order to mitigate potential payment errors, health plans are moving from a retrospective process of identification and recovery to a more cost-effective prospective approach. Through clinical audits focused on the provider type, place of service, and their reimbursement models, plans can verify that services billed were performed, ensure proper payments, and avoid the costs of recovery. Payment integrity has a role to play here. Focused payment integrity programs that take a holistic approach to claims auditing enable health plans to shift from cost recovery to prevention and cost avoidance, thereby increasing claim payment accuracy.

Helping transform payment integrity approaches

As industry needs change, Discovery has been bolstering our payment integrity capabilities with experienced talent, technology platforms, and analytical tools. Our highly-experienced Clinical Audits team builds and deliver solutions for urgent care, home health, skilled nursing facilities, high-cost drugs, and other standard and client-specific audits, Our client-centric approach to payment integrity will allow us to continue expanding these types of services to address health plans’ needs as they arise—specialty audits for provider telehealth claims, for example—to support our clients’ cost avoidance and recovery operations.

Using data to evolve payment integrity approach

The healthcare industry is accelerating its adoption of cutting-edge technologies like artificial intelligence and machine learning to add efficiency and cut costs across operations, including in the payment integrity space. Discovery leverages analytics, artificial intelligence, and machine learning to audit millions of claims every month and find the “needle in the haystack” claims that yield the highest savings for health plans. We are also using analytics to identify patterns in client data that are specific to that provider. We can use that information to educate clients on how to address specific trends to improve their billing processes. We can also help them identify opportunities to change behaviors, so they are able to pivot to a proactive payment process.

Health plans are looking for a true partner who can help them support and enhance their payment integrity efforts so they can better control costs associated with incorrect billing and overpaid claims and improve administrative and medical loss ratios. With years of experience supporting both payment integrity and managed care, Discovery’s connected payment integrity approach—combined with our dedication to partnership, responsiveness, and relationships—delivers results that go far beyond financial value.

Find out how Discovery Health Partners can help strengthen your payment integrity initiatives. Contact us today.

Diane AkramiTrends that are re-shaping payment integrity strategies
read more

Caring for providers during clinical audits

For today’s health plans, clinical audits play a critical role in ensuring the financial health of the organization. They can help a plan control costs, comply with government regulations, and meet financial requirements. Fundamentally, clinical audits help to identify where payment errors are likely. There are many flavors of clinical audits—reviews for high-dollar claims, medical necessity, hospital bills, DRG validation, and skilled nursing care are among some of the most common.

Effect of clinical audits on providers

Whatever the flavor of the audit, it’s likely that clinical audits can create provider abrasion. As a medical director, I have experienced clinical audits and understand the reasons for the discontent. There’s little disagreement in the medical community that clinical audits are necessary, yet tedious and expensive.

In fact, nearly a third of providers report a negative experience with payer audits, according to a recent study by Frost & Sullivan. Providers report that their negative experience stems from factors including a high volume of medical requests, the prevalence of technical denials, and the high administrative costs of audit compliance.

More than 92% of survey respondents tie provider abrasion to the volume of medical requests. And 50% of providers consider clinical validation audits and DRG coding to be very or extremely labor-intensive. This is a critical factor given that labor intensity has a direct impact on administrative costs.

Improving the payer-provider relationship during audits

The good news is that any dissatisfaction in the clinical audit process is not irreparable. I have learned that provider-friendly techniques can go a long way toward delivering a positive experience during clinical audits, making them less intrusive and more cost-effective for both parties. Recognizing that clinical audits have the potential to cause provider abrasion is the first step to reducing discontent. Beyond that, communication and education are key.

Clear and transparent communication throughout the clinical audit process can have a significant impact on enhancing the provider experience. By clearly communicating expectations, health plans can alleviate provider unease with the audit process and mitigate the adversarial impact and stress related to clinical audits.

Providers are more likely to be amenable to the audit when they clearly understand requests, deadlines, and the plan’s findings. When they know what to expect and understand that the communication lines are open, providers are more likely to have a positive experience.

Similarly, education is an important tool in reducing provider abrasion. Perhaps the most valuable element of clinical audit education is helping providers understand how to change their behavior to reduce the impact of audits. Health plans can educate providers on the need for preventative measures in situations related to high-risk targets. Education can also include helping providers understand how to implement a proactive approach to address recurring problems.

Ultimately, with frequent and transparent communication and education throughout the clinical audit process, health plans can help providers view the plan in a favorable light and experience the audit without undue stress. With a positive clinical audit experience, payers and providers can work together to reduce the potential for post-payment recovery today and in the years to come.

Learn how Discovery Health Partners can help you enhance the provider experience in clinical audits.

Moira Dolan, M.D., is Medical Director for Discovery Health Partners. She is a graduate of the University of Illinois School of Medicine and has been a practicing physician for over 30 years. Dr. Dolan maintains a private medical practice in Austin, Texas.

Moira Dolan, M.D.Caring for providers during clinical audits
read more

Award-winning Discovery employee proves that small acts of accountability make a big impact

When a company sets hefty goals to deliver profound client value and create highly engaged employees, it’s not enough to communicate those goals to everyone. To be transformational, every single employee must be 100% committed to contributing to the company’s goals. 

Discovery has invested in a comprehensive accountability model based on the concept that when people take personal ownership of the company’s goals and accept responsibility for their own performance, they work at a higher level to ensure their own success AND the company’s overall success. 

Working with the culture management firm Partners in Leadership, Discovery has built a culture of accountability by sponsoring training workshops and holding weekly small-group huddles that let employees work on the four best practices of accountability—recognizing when there are gaps in execution, fully and personally owning responsibilities and aligning them to the company’s key results, creatively and collaboratively working on solutions, and actively executing on the solution while building an environment of trust.

“As I like to say, accountability is every Discovery employee’s best friend,” says Phil Garrison, VP of Human Resources at Discovery and the executive sponsor of the company’s accountability program. “For each of us at Discovery, the principles of accountability give us easy-to-use tools to improve our individual work performance, share honest feedback with each other, and contribute very directly to the company’s overall goals.  The concepts are so foundational, they can even benefit us in our personal relationships.”

Discovery has integrated the model into many aspects of the company’s processes, onboarding, and expectations, and accountability is a cornerstone of the company’s culture. The company’s new Accountability in Action award is one example.

Each quarter, this award recognizes Discovery employees who demonstrate they have a stake in the company and go above and beyond to contribute to the company’s key results by living the “what else can I do?” attitude.

The first-ever recipient of Discovery’s new Accountability in Action award is Beverly Orwig, an MSP Recovery Specialist who has been with Discovery less than a year. 

Beverly received the award—which includes a cash reward, an extra day off with pay, and other perks—for a small gesture done consistently at a challenging time for her team. When COVID-19 hit, Beverly recognized that the pandemic was causing a lot of stress for her coworkers and they were struggling to keep a positive mindset. She asked herself what else she could do to stand out, to make a difference. Beverly took it upon herself to start each morning by posting a positive message to motivate her team, help them push through the challenges, and hit their goals. Focusing on how the team was reacting to the new environment caused by COVID-19, Beverly knew that it can be very hard for people to stay engaged, stay aligned to company goals, and maintain a connection with the team. Beverly’s positive communication among the team members promoted the understanding that the team had the ability and would be able overcome obstacles.

Commenting on receiving the award, Beverly says, “I was beaming—winning made such an impact on me! It made me realize that one individual employee can make such a big difference in the company. This company empowers me every day. It’s what makes Discovery who we are—everyone pushing each other to continue the momentum, to move forward in the same direction.”

Beverly credits her supervisor Shawn Daniels with inspiring her and driving her motivation. “I never want to disappoint him,” Beverly explains. “When he sets a goal for me, well, I’m going to push to overachieve that goal. He takes a personal interest in me and my success and is consistently available to help me.”

Beverly feels she is succeeding at Discovery because of the tools and transparency that the company provides. “Discovery gives me all the tools I need and empowers me to do my job every day,” she says. If I don’t know something, there’s transparent management all the way up to the top to get questions answered. It doesn’t get better than that.” 

“I want to be here…I want to come here every day. How many people can say that? I love coming to work every day.”

When she’s not demonstrating accountability at work, Beverly is a murder-mystery bookworm; enjoys Blues, jazz, and swing music; and spends weekends baking and cooking great dishes.


Discovery has built a culture of accountability throughout the company and created a quarterly award to recognize employees that have a stake in the company and go above and beyond by living the “what else can I do?” attitude.

Congratulations to Q1 2020 Accountability in Action award runners-up!

Christine Garcia, Accountability in Action award runner-up
“Christine works to get the issues fixed rather than come up with temporary solutions. She is in constant contact and responds within minutes, often working late to make sure issues are resolved.”
Chad identified ways that Discovery’s platform could better support the business. He immediately took ownership and spearheaded the development of an app in record time—in addition to his day job.

If you’d like to learn more about the steps to accountability and building this kind of culture at your organization, we recommend the book The Oz Principle.

Discovery Health PartnersAward-winning Discovery employee proves that small acts of accountability make a big impact
read more

Core values help Discovery’s Subrogation team navigate the pandemic

The end of June marks National Subro Professionals’ Day—in honor of these experts, Discovery is celebrating the month of June by turning the spotlight on a few of our very own subrogation professionals who make a unique difference in the value we’re able to deliver to our clients.

Breanna Zima is a Subrogation Operations Manager. She is responsible for helping the Discovery Subrogation team deliver on the company’s core values, including reliable results, trusted quality, and profound client value. A member of the Discovery family for almost five years, Breanna shares with us how the COVID-19 pandemic has impacted her personally and professionally.

At the Discovery holiday party last December, my fiancé and I took a picture wearing 2020 sunglasses. I was thinking “2020 is going to be the best year yet!” We’ve been together for 12 years, have been planning our wedding for over a year, and were almost at the finish line. Little did any of us know what was in store for us right around the corner. The COVID-19 pandemic rocked everyone to the core and created obstacles most never imagined. Two weeks into the reality of the pandemic, my fiancé and I were faced with the difficult decision to postpone our wedding. We were devastated. We allowed ourselves to be sad for a time, but then picked ourselves up and focused on what we can control. My work as a Subrogation Operations Manager at Discovery has helped me navigate through these tough times. 

Subro professional 2020

I manage the paralegals on the recovery side who review applicable statutes, analyze case law, and negotiate resolutions that are most favorable for our clients. The commercial, Medicaid, and Medicare lines that I manage require specific skill sets and adaptability, which is especially needed during these challenging times.  

Many of us don’t even realize how this pandemic has changed us as people. COVID-19 has tested my strength and ability as a leader. It has been hard to stay motivated. Not leaving your home for weeks at a time causes fatigue, pessimism, and a plethora of excuses NOT to do what we are responsible to do. What has helped me the most is staying organized and dedicated to my team members. I rely on them, and they rely on me. Period. 

Back in April 2019, the Discovery Subrogation department went through the transition of moving to a remote workforce. So when the pandemic hit, I naively thought there wouldn’t be much change for us as a team. But surprisingly, our team mentality has shifted its perspective in an immensely positive way. Conversations and support among teams has greatly increased, and we now host more video calls than ever before. It is great to start our meetings with friendly, smiling faces! I try to make it a point to spend time asking everyone how they are doing, really pausing for answers, discussion, and support for one another. 

Keeping our core values in mind—delivering reliable results, trusted quality, and profound value for our clients—is key for me to stay focused and positive on a daily basis. As the G.O.A.T. Michael Jordan says “If you run into a wall, don’t turn around and give up. Figure out how to climb it, go through it, or work around it.”  We’ve been using the pandemic as an opportunity to focus on pending and settled files and clearing those out. With our focus on recoveries, our team’s productivity has actually improved throughout the pandemic, and that’s showing up in recoveries for our clients. 

With many courts closed during the pandemic, our team has been picking up the phone and working with attorneys to resolve as many cases as we can. I’ve also been having more phone conversations with clients to add a human element to the conversations and make it more of a dialog and let them know we are here supporting them. And our offshore team has done an excellent job of reaching out to those we haven’t heard from in a while to get older files resolved.

I’ve noticed that parties are showing each other more compassion during negotiations and being more flexible. We’ve move from fax-based communications to emails so parties can negotiate back and forth more easily. We still have a lot of work to do, but I am proud to have the folks on the Subrogation team stand with me!

The pandemic has reinforced that I am a strong person and can handle whatever God places on my path, and I truly love this company and those who are a part of it. Most importantly, what keeps me going is my gratitude to have my career, a roof over my head, food on my table, and people in my life that have my back. 

We cannot anticipate what the rest of 2020 has in store for us, and given the climate of our nation, all I can hope for is that love spreads and positive change marches forward for everyone. What I do know is that throughout Discovery’s history, we have found ways to build strong bonds, overcome obstacles, and stay positive. I know we will continue to do so!

To learn more about what makes Discovery’s Subrogation solution unique, visit our Subrogation page or contact our team today.

Breanna ZimaCore values help Discovery’s Subrogation team navigate the pandemic
read more

Discovery Subrogation is where I find my passion

The end of June marks National Subro Professionals’ Day—in honor of these experts, Discovery is celebrating the month of June by spotlighting some of our very own Subrogation professionals who make a unique difference in the value we’re able to deliver to our clients.

Lisa Baldwin is a Subrogation Operations Team Lead. She is responsible for helping the Discovery Subrogation organization deliver on the company’s core values, including reliable results, trusted quality, and profound client value. A member of the Discovery family for two years, Lisa shares how Discovery has fed her passion for subrogation. 

To quote Bishop T. D. Jakes, “If you can’t figure out your purpose, figure out your passion. For your passion will lead you right into your purpose.” I know that’s true in my personal life, because managing a Kiss tribute band with my husband allows me to enjoy my passion for that type of music. I’ve also learned this to be true in my professional life. I found that my love for the legal field and negotiations has made subrogation a perfect professional fit for me.  

With six years of subrogation experience under my belt, it’s apparent that I’ve found my passion! At Discovery, I am able to share what I’ve learned to help the company shine. One of the reasons I came to Discovery was for the opportunity to help grow and mature our subrogation practice. The transition was perfect because we have a very diversified employee base of people like me who are working together toward continuously implementing best-practice processes and procedures, instead of just sticking with the status quo.

Now in my second year with Discovery, in March I became team lead. This is a newer role that was created for the purpose of focusing on productivity. I have responsibility for day-to-day activities with the subrogation specialists, and I also handle files as a Senior Paralegal. This has helped the team become more efficient so we can expedite the whole process for clients. We also work with the IT department to do user acceptance testing to ensure proper functionality of our processes and procedures prior to them going into live production. This improves the capabilities of our case management platforms, which also benefits clients.  

Being a mid-sized company in the subrogation world has lot of advantages. It gives employees equal opportunities to help shape our success and contribute ideas. It requires a lot of hard work, but here at Discovery, we collectively pull together and work to find the best solutions for the issues at hand. We are always working to find ways to deliver more value for our clients. 

In our Subrogation organization, we have an Idea Forum that’s open for everyone to submit their ideas for management to review and potentially implement. I must admit, I love the challenge of coming up with new ideas and then finding out one of my ideas was chosen! Some of the successful policies and procedures that I brought to the Idea Forum are already being implemented in our department. One of these is holding team lead roundtables where we bring in paralegals and leverage their knowledge, review case files, and discuss issues. These roundtables help us leverage our in-house subrogation expertise, level up our team’s knowledge, and, ultimately, serve our customers more effectively. 

It’s very rewarding to be able to contribute to progress and efficiencies within the Discovery Subro organization. Our leadership is very focused on engaging the whole team to ensure we’re bringing our best responses and results to our clients. It’s amazing to experience all the ways the Discovery Subro organization feeds my professional passion and encourages that passion to grow!

To learn more about what makes Discovery’s Subrogation solution unique, visit our Subrogation page or contact our team today.

Lisa BaldwinDiscovery Subrogation is where I find my passion
read more

Thriving during unsettling times

At the beginning of 2020, I had the pleasure of being interviewed by Authority Magazine on the things I do to thrive in the areas of body, mind, and heart. 

You can read the full interview here. 

Oh boy, how the world has changed since January! From the COVID-19 pandemic and shelter-in-place orders to racial injustices and protests, we live in an unsettling and different world. 

As I reflect on how I answered the question “how do I thrive?” in the original interview, it’s comforting to see that some of the things I hold most dear—Friday pizza night dates with my husband, family time, red wine!—are the same things that sustain me in our new world order. Of course, I’ve had to add some creative tweaks to my routine, but I’ve also found some new ways to continue to thrive amid COVID and this time of uncertainty.

I’ve captured my updated thoughts in this video—I hope you enjoy and find some inspiration that helps you to thrive!

Heather RodemannThriving during unsettling times
read more

Discovery Subrogation is like a family

The end of June marks National Subro Professionals’ Day—in honor of these experts, Discovery is celebrating the month of June by spotlighting some of our very own Subrogation professionals who make a unique difference in the value we’re able to deliver to our clients.

Sarah Kawash is Discovery’s Subrogation Specialist Manager. Sarah leads the onshore and offshore Subrogation Specialists in case development work and is responsible for helping her team deliver on the company’s core values, including reliable results, trusted quality, and profound client value. A member of the Discovery team for over six years, Sarah shares with us why Discovery continues to feel like a family.

Discovery Subrogation feels like a family

I always say that I’ve grown up at Discovery over the past 6 years, and my second family has been right here beside me the whole time. When I started at Discovery, I was fresh out of college with only prior restaurant work on my resume. Discovery introduced me to individuals that took me under their wing and showed me what corporate life was all about. The company has grown exponentially since I started in 2014, but the closeness I have always felt within the Subrogation department has not changed at all. While we are all here working to support our company and our clients, we’re also here to support our teams and each other. 

Like a family does, our Discovery team celebrates accomplishments and milestoneswhether it’s hitting metrics for the week, learning a new client, welcoming grandbabies, buying a new house—we’re all here, cheering each other on. I learned early on that my relationships with coworkers didn’t have to stop at business-related things.  Right away I experienced the support we give each other on everything, always.

The past few years, my Subro family and I have gone through it all together. When we raised performance metrics for our Subro Specialists, some of the team’s initial reaction was that the new targets weren’t achievable. Others on the team stepped up and cheered on those who were in doubt, offering support by motivating and convincing them we could not just meet, but exceed the new targets by applying our great work ethic. Now a year after the new goal was established, the team as a whole is overperforming on average and we continue to push and support each other to hit even higher. 

Discovery is very committed to setting and meeting high quality standards for our clients. Over the last nine months, the entire Subro team (not just the Specialists) have hit above and beyond our quality goals! One reason we’ve been able to accomplish this is because when someone is struggling, the teams work with one another, helping each other out, showing they have faith in their abilities and believe they can do it and achieve their goals. And the times when everyone on the team hits their individual goals—well, then it’s a real party and truly a celebration for us all! 

There are also the challenging times, to be sure. When things like the global pandemic take over our personal and professional lives, it’s easy to be negative. What I’ve seen from my Discovery family is that they’ll always do whatever it takes to help us stay positive. I am not saying negativity or going below the line doesn’t happen, but it never lasts long. We are truly all in it together—listening, learning, and pushing through.

Work goals and metrics aside, the personal support I see and feel from my coworker family shines the brightest. Two years ago, one of our Paralegals passed awayshe was like my second mom. A few weeks ago, we lost yet another Paralegalagain, she was like family. Each time was hard, and I would be lying if I said it has gotten easier. It never will. Having such a close-knit work familyeveryone coming together, telling stories, sharing pictures, reaching out, praying for each otherit makes the hardest things bearable. The texts and chats of people extending a hand or just reaching out to see if you are okay, these are moments I will treasure and remember forever.

Like most families, we know how to have a good time and celebrate here at Discovery! When one of our own was deployed this past April, the team gathered for a virtual happy hour to send her off. Additionally, one of the ladies on the team just became a grandmother for the first timeI absolutely love receiving texts of grandbaby pictures! If I’m having a bad day or just need to vent, I know I can message one of my peers and they’ll talk it out with me. I’ve gained so many close friends since my start at Discovery, and no doubt there will be more to come.

We all came to Discovery for a job, a career. I stay for the family I never expected to gain.

Sarah KawashDiscovery Subrogation is like a family
read more