Case Study: Are You Prepared for That Unexpected Audit?
Our VP, Jamie Papp, often says we strive to be “Data Heroes” and “Data Liberators” – and a recent case certainly proves the point.
Back in December, Papp wrote a blog post on the state of customer service – or more accurately, the lack thereof in many industries. In it, he emphasized how U.S. HealthTek has doubled down on a priority that’s been central to the organization since Bryan Firestone founded the company 21 years ago. Papp wrote:
“One of the reasons I joined after leaving a competitor was because U.S. HealthTek’s unwavering commitment to customer service really appealed to me. The company is the perfect size – large enough to handle any project, yet nimble enough to ensure everyone truly cares about the success of our clients.”
That commitment was called upon when a former client reached out to us with a problem that is, unfortunately, all too common in our industry.
Expect the Unexpected Audit
As most in the lab space know, audits – both internal and external – are a routine part of operations. Whether from a government agency or an insurer, labs can be scrutinized for anything from specimen storage and refrigeration temperatures to phlebotomy processes, billing accuracy, and more.
But even routine audits can become stressful when historical data is no longer readily accessible. This is especially true after mergers, personnel turnover, or changes to IT infrastructure.
That’s exactly what happened to our friends at a Florida-based lab. When an insurance company requested records for several cases dating back to 2019, the organization didn’t have easy access to the files. Fortunately, in 2019 they were a U.S. HealthTek client.
And as we like to say: once a U.S. HealthTek client, always a client.
Not all heroes wear capes ….
A Call for Help
The Director of Operations, Patty, joined the company in 2023 – years after the cases in question. She and her team quickly realized they didn’t have access to the necessary data.
Even though it had been six years since our engagement, Patty reached out. She knew there was a chance we could still help.
She was right. Within 24 hours, our team retrieved and delivered the critical records. But we didn’t stop there.
Organizing 30 Million Records
What began as a request for a handful of 2019 case files quickly evolved into something bigger. The lab needed a long-term solution – and fast. The audit had uncovered a broader issue: access to more than 30 million records stored across multiple systems and locations.
“They no longer had access to the database we built back in 2019,” explained Nick Stainback, VP of Technical Operations. “They had outsourced their server management and had an internal IT team managing day-to-day operations. But key members from that original setup were no longer there.”
Nick Stainback
Nick connected with their current IT team – a group he commended as highly capable – and dove into the system. Even though he hadn’t been part of the original project, he quickly figured out how to extract the necessary data.
Then came the challenge of making 30 million records accessible. Excel sheets cap out at one million rows, so Stainback had to determine a logical, scalable way to break up and organize the data. Should the records be grouped by facility? By month? By case type? Each decision had implications for how the team could search and retrieve data moving forward.
Working collaboratively, U.S. HealthTek and that lab developed a streamlined, intuitive system that ensured easy access going forward. (Spoiler alert: Solving complex problems with common-sense solutions is a U.S. HealthTek specialty.)
The Value of a Trusted Data Partner
Today’s healthcare environment is in flux. Labs are undergoing system upgrades, overhauling IT infrastructure, and navigating mergers and acquisitions. At the same time, insurers are increasing the frequency and depth of their audits.
The risks of being unprepared are significant. Delays or failures in producing required documentation can lead to denied claims, non-compliance findings, damaged payer relationships, and even legal exposure. That’s why partnering with an experienced, trustworthy data expert matters. We were proud to support our former client in a time of need, just as we have supported countless others over the past two decades.
At U.S. HealthTek, customer service isn’t just a priority – it’s a promise.
Jamie Papp
Data Heroes in Action
“At the end of the day, we like to be data heroes,” Papp says with a smile. “Nick jumped in and figured out exactly what to do – even though he wasn’t involved in the original implementation. He was the firefighter in this case.”
That kind of ownership is baked into our approach. We treat every project holistically and take long-term responsibility for the systems and files we help create. “And yes,” Papp adds, “U.S. HealthTek backs up everything. We archive it, maintain it, and stand by it. Once a U.S. HealthTek partner, always a U.S. HealthTek partner.”