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ESO Solutions Key Performance Indicators

Posted on November 15, 2016

From fire departments and public EMS agencies to private ambulance services, hospital-based systems and ambulance billing services, every billable incident represents a potential payment to your operation. Establishing a systematic, ongoing measurement of billable incident accountability as a key performance indicator (KPI) can reflect your organization’s commitment to its own financial well-being.


For both provider agencies and billing services, the process of implementing a KPI to monitor billable incident accountability involves three basic metrics: 

  1. Does every billable incident that was dispatched have a corresponding EHR? 
    If you’re using separate ePCR/EHR and dispatch software, you may need to run a report out of each system so you can check each billable incident. A combined EHR and dispatch system may offer a simple report that matches CAD data to EHRs. If some incidents don’t have EHRs, ask why not — is it a training issue, a compliance concern, a system shortcoming or something else? Remember that leading organizations tend to resist the urge to blame people first, and instead view sub-optimal performance as a process issue.
  2. Is every EHR complete and moved to “ready to bill” status? 
    Again, try to frame your results as a process-related question. If the answer to this question isn’t yes 100 percent of the time, what steps or tools can you implement to improve performance? Because delays in billing lengthen the time until your organization receives payment, ask yourself what steps or tools you can implement to shorten the time it takes to complete EHRs and move them to ready-to-bill status.
  3. Has every billable EHR been imported and is it accounted for in your billing software? 
    For some agencies, this is a critical breakdown point, with missing billable EHRs or limited accountability for EHRs in billing software. Regularly monitoring whether all billable EHRs are imported and accounted for can help prevent costly delays and lost billing opportunities.

Everyone who plays a part in the billing cycle — dispatchers, field responders and billing staff — should understand the importance of accurate documentation and billing. By regularly monitoring billable incident accountability and other KPIs, your organization will help ensure its financial health for years to come.


ESO is here to help. 

If you have any questions about getting the most out of your billing operation, or to learn more about how our industry-leading software helps organizations like yours improve clinical care, operational performance and reimbursement, visit esosolutions.com/billing or call us at 866-766-9471 x 1029.

“Establishing a systematic, ongoing measurement of billable incident accountability as a key performance indicator (KPI) can reflect your organization’s commitment to its own financial well-being.”

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