CHE Behavioral Health Services (CHE) is a premier multispecialty group of licensed mental health professionals, providing psychology and psychiatry services across 11 states in skilled nursing, assisted living, independent living facilities, and care via telehealth. Since 1994, CHE has been committed to increasing access to mental health services and reducing stigma nationwide.

The Challenge: Flying Blind with Data

Since early November 2024, CHE has relied on the Qualifacts Credible electronic health record (EHR) platform to manage its expansive operations.

Despite CHE’s dedication to providing essential care, its operational and clinical teams lacked accessible, timely data. As Chief Operating Officer at CHE Behavioral Health Services, Delnaz Moran described it, “It was hard to ‘see the light’ because it took so much time manually pulling data and running our own reports.”

Key Challenges Included:

• Lack of Visibility: No easy access to basic metrics like visits by region or psychology penetration (the percentage of clients seen at each facility), making it challenging to set measurable targets.
• Manual, Time-Consuming Reporting: Clinical, Quality Assurance (QA), and finance reporting was done manually with spreadsheets, leading to errors, delays, and reports that were often out of date by the time they were needed.
• Slow Strategy Implementation: The lack of data-informed strategy resulted in teams “just throwing a ton of things at the wall and seeing what would stick,” slowing down growth and goal achievement.
• Inefficient Billing: Difficulty drilling down into denials by payer or state slowed collections and made it challenging to pinpoint the root cause of issues.

The Solution: Qualifacts Business Intelligence (BI)

Recognizing the need for a powerful, integrated reporting solution, CHE implemented the Qualifacts Business Intelligence (BI) add-on, leveraging the expertise of the Qualifacts Consulting team to tailor EHR dashboards to their specific needs.

“Partnering with the Qualifacts team was a game-changer for us. Unlike a previous attempt with an outside consultant that took too long, the Qualifacts Consultant worked directly with us to quickly identify where the data points live in Credible and build custom, high-value reports that deliver meaningful insights,” reported Moran.

Qualifacts BI delivered transparent, real-time data visibility across the entire organization, from the executive board to individual providers.

“The Qualifacts BI solution has been transformative for our team. The ability to build these reports not only saves significant time on the back end but also accelerates our ability to develop company strategy and reach key goals more efficiently,” stated Moran.

Measurable Outcomes and Successes

Through Qualifacts BI software, CHE transformed its operations, realizing significant improvements in finance, operations, clinical care, and organizational strategy.

Driving Growth and Operational Efficiency

• Improved Collections and Denials: Moran states, “Having clear visibility into the root causes of billing denials—whether by payer or by state—has significantly reduced denials and improved collections. Additionally, timely billing has accelerated thanks to the ability to quickly identify unapproved visits that would otherwise hold up the process.”
• Data-Informed Strategy: “The Qualifacts BI dashboards provide the data we need for reporting to our board as well as strategic planning, including reports that convert psychology penetration goals into new hire targets.”
• Cross-Regional Learning: Moran shares her enthusiasm about the regional dashboards, “They now provide cross-regional visibility, empowering managers to learn from each other’s successes—whether it’s excelling in psychology penetration or driving productivity. This transparency fosters collaboration and best practice sharing across the organization.”
• Granular Facility Management: The CHE team is now tracking budgets and performance “week by week for all ~500 facilities,” allowing for immediate, granular strategy adjustments to drive growth.

Enhancing Clinical Quality and Productivity

• Clinical Metric Monitoring: “Clinical tracking that was once manual is now consistent and timely. We can easily monitor essential metrics such as Gradual Dose Reduction, BIM scores, and PHQ-9 scores—enabling proactive quality assurance and better patient outcomes,” states Moran.
• Transparent Performance Management: Providers have their own dashboards to monitor their productivity and note completion timeliness. This data is incorporated into performance evaluations, ensuring transparency and driving individual accountability.
• Improved Provider Retention: Moran highlighted the organization’s recent success in reducing clinical turnover, “High provider productivity—which translates to greater earnings for our fee-for-service team—combined with a clear organizational strategy has driven the lowest staff turnover we’ve seen in two years since the private equity group joined.”

Maximizing Organizational Impact

• Exponential Client Impact: Moran is now able to share a powerful, quantifiable success story with the entire CHE team during town halls, “The number of clients being helped weekly has grown exponentially since the beginning of the year.”
• Measurable Growth Targets: CHE now tracks psychology penetration and other key metrics, allowing them to set measurable targets for growth and quickly drill down into regions that are succeeding or lagging.
• Efficiency and Timeliness: Reports that once took hours of manual compilation are now available on-demand, making the entire organization more efficient and ensuring strategic decisions are based on the freshest data possible.

Advice for Organizations Considering BI Solutions
“Investing in BI tools such as Qualifacts is one of the most impactful decisions you can make. Every hour spent manually pulling and pivoting data is time lost that could be used to develop and implement strategy. Automated dashboards give you immediate visibility, allowing you to move faster toward your goals,” states Moran.

Moran advises organizations to start by clearly defining the data sets they need—most already have this insight from manual tracking. Once that clarity is established, building dashboards can save countless hours and empower teams to make data-driven decisions instead of relying on guesswork.

Moran concluded by saying, “For us, Qualifacts BI has transformed how we operate. That visibility is the foundation for our growth, it dramatically improves outcomes, and it creates complete alignment across our entire organization.”