Case Study — Healthcare / Revenue Capture
A Remote Monitoring Company Stopped Losing $200K a Month by Replacing Five Spreadsheets With One Audit-Ready Billing System
Client
HeartMed
Industry
Remote Patient Monitoring
Focus
Revenue Capture · CPT Billing · HIPAA Compliance

Background

HeartMed provides bedside cardiac monitoring to patients across 50+ nursing homes, adding one or two new facilities and up to 200 new patients every week. As the operation scaled, the healthcare billing system didn’t scale with it, and leadership recognized the structural gap before it compounded further.

The Challenge

The existing process relied on five disconnected spreadsheets, manual reconciliation between census staff and billing teams, and a homegrown Excel prototype already breaking under real data volume.

CPT codes missed at scale

With 4,000+ patients across 50 facilities, billing milestones weren’t tracked consistently. Patients fell off the census, codes weren’t triggered on time, and revenue leaked daily.

Dual risk: under and over-billing

Complexity assessments were made subjectively by floor staff from face sheets. That inconsistency created both revenue losses and billing accuracy risk at the same time.

Excel prototype already failing

A homegrown tracker built with AI assistance was collapsing under volume. Carry-forward formulas broke, trigger dates weren’t captured, and performance degraded with real patient loads.

No patient ID continuity

Patients moving between facilities were effectively lost in the system, with no unified identifier, transfer history, or way to prevent duplicates or gaps in billing continuity.

“On a good month we’re losing about $100,000. On a bad month, anywhere close to half a million to a million dollars a month, because we’re missing codes, missing patients, things aren’t being tracked properly.”

Joe, CEO, HeartMed — Discovery Call

The Solution

Touch Support ran a two-phase engagement: immediate relief, then a system built to last.

Phase 1 was a structured Business Analysis, mapping the workflow, encoding all seven CPT slot rules across four complexity tiers, and delivering a hardened Excel file as interim pain relief within two weeks.

Phase 2 translated that foundation into a standalone web application: multi-facility patient management, a billing engine that automatically triggers and captures the correct CPT codes, mobile-friendly census input for floor staff, and a full audit log built for HIPAA compliance from day one.

7-slot CPT engine

All seven CPT billing codes automated with correct trigger conditions, daily counting, monthly carry-forward, and the date each code fires.

Complexity tiers 1 to 4

All four complexity levels encoded with formal rules derived during the BA phase, replacing subjective floor-staff assessments.

HIPAA-ready audit log

Every billing-affecting action is recorded with user, timestamp, and reason, built as the defense under any payer audit.

Before vs. After — Estimated Monthly Revenue Capture
Based on 4,000+ patients across 50+ nursing homes; losses ranged $100K to $1M/month depending on tracking accuracy
Before · 5 spreadsheets, manual reconciliation~35%
After · Automated CPT engine, unified system100%
Every billable event tracked, triggered, and dated automatically

The Results

$200K+
Monthly revenue recovered. Previously missed CPT codes now triggered and tracked across all facilities.
Resolved
Billing accuracy risk. Complexity rules encoded formally; audit log defends every billed code.
2 weeks
Time to first relief. Hardened Excel delivered before the full web application build began.
35% → 100%
Revenue capture rate, from the manual multi-spreadsheet process to the automated system.

Why It Matters

For a remote monitoring company operating across 50+ nursing homes with Medicare as the primary payer, every missed CPT code is a permanent revenue loss. There is no retroactive fix once the billing window closes. At $100K to $1M per month in leakage, the financial impact compounds faster than headcount can solve it. The same infrastructure that captures revenue today is built to integrate with PointClickCare’s API next, automating patient intake and pulling vitals data directly from bedside monitors.

Healthcare
Revenue Capture
HIPAA Compliance