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ProviderSoft: A Year of Growth, Adaptation, and Client Success in 2024

By January 14, 2025No Comments

By: Tony Quarella, CEO

As we reflect on the past year, it’s clear that 2024 has been a period of significant growth and achievement at ProviderSoft. We’ve made strides in product development, client support, and team expansion, all while keeping our focus firmly on our clients’ success. Here are some of the key highlights from the year:

The New York EI Hub Launch 

New York state launched their new Early Intervention management system, EI Hub, in October.  Leading up to the release, multiple rounds of comprehensive testing were conducted in coordination with EI Hub’s developer, Public Consulting Group (PCG).  We also audited our clients’ use of CPT Codes and referring providers to ensure they would adhere to stricter standards in EI Hub.  Together, this ensured our ability to submit claims electronically worked well across all service types and edge-case scenarios and that our clients billing practices were aligned with the expectations of the incoming system.

Unfortunately, communicating claims successfully was only half the battle.  At launch, providers encountered many unexpected and ambiguous rejections due to issues within EI Hub.  In response, we leaned into our relationship with PCG and EI Provider organizations to ensure we had the most accurate and up to date information, using it to guide our clients in getting their claims accepted.  While most providers in New York were struggling to get more than a quarter of their claims accepted, many of our clients achieved acceptance rates greater than 90% ensuring they could pay their practitioners and continue providing services to the children that need them most.

I am proud of the successful EI Hub integrations we’ve delivered and of the way our teams have supported our clients through this extremely challenging transition.

Prioritizing Client Success

Our commitment to client success is at the heart of everything we do. In 2024, we implemented several initiatives to ensure our clients receive the support they need:

  • Consistent Support: Our support team has consistently met a 100% service level target, ensuring that client inquiries are addressed promptly and effectively.
  • Proactive Communication: We’ve been proactive in keeping our clients informed about important updates, from security enhancements to changes in EMR requirements and new features with the EI Hub. 
  • Regular Audits: We conducted regular audits of client usage, service volume, and child enrollment. This helps us identify trends, potential issues, and opportunities for improvement so we can take action and support those in need.

Engaging with Our Community Through Webinars

Webinars have become a valuable tool for us to connect with providers and share valuable information. In 2024, we hosted a successful webinar focused on the EI Hub. This event featured a panel of internal and external experts including a member of the PCG team and the director of a successful agency. We plan to continue leveraging webinars to share our expertise and keep our clients informed about the latest industry trends and product updates.

Team Growth & Expertise

This year, we’ve expanded our team with new talent in both client success and development. We are also focused on nurturing our existing team with training and mentoring opportunities. We believe that our team’s knowledge and passion are key to our success, and we are always looking for ways to invest in their growth.

Looking Ahead

2024 has been a remarkable year for ProviderSoft. We are excited to continue our journey of innovation, growth, and most importantly, client success in the year to come. Thank you for being a part of our community.