Preparing For The Unknown: The Six EHR Functionalities Essential For Surviving During & After A Pandemic

White Paper Available Free Of Charge, Courtesy Of Qualifacts + Credible
& The Value Based Care For Behavioral Health Online Community


This last year has dramatically changed the world and with it, the health and human services industry. Large portions of staff are now working from home. Consumers are increasingly anxious and depressed from the days spent in quarantine, with some unable or unwilling to access behavioral health services. So, how is a provider organization to survive? What tools are needed to ensure survival in a global pandemic? How can we continue to safely service our most vulnerable populations?

To further understand what additional functionalities provider organizations needed to survive during and after the pandemic, OPEN MINDS and Qualifacts + Credible conducted the 2020 National Behavioral Health EHR Survey of provider organizations across the nation in the health and human services industry. The survey uncovered critical information on the purchasing and implementation behaviors of health and human service provider organizations related to EHRs and their functionalities.

This white paper has been provided to OPEN MINDS readers free of charge by The Value Based Care For Behavioral Health Online Community and Qualifacts + Credible.

About The Value Based Care For Behavioral Health Online Community

Your platform for building success with value-based care. Serving consumers with chronic conditions and complex support needs is a long and winding path. Let us be your guide, providing your team with the navigation tools needed for the transition to value-based reimbursement

Value Based Care for Behavioral Health is the only authoritative resource on value-based reimbursement developed for executives of health and human service organizations serving consumers with complex needs. Brought to you by OPEN MINDS and Qualifacts + Credible. Learn more or join at

About Qualifacts + Credible

Qualifacts and Credible have merged. And we’re laser-focused on helping Behavioral Health and Human Services agencies improve clinical outcomes, enhance operations, and activate their full potential.

Please rest assured – the team and tech you love will remain in place. Providers will have the flexibility to choose and work with the two best-in-KLAS EHR solutions, CareLogic and Credible Behavioral Health. Our teams will continue to support both platforms and our agency partners from end to end.

Over time, we will fully bring to life the power and potential of this merger – to elevate agencies and create healthier communities – across our offering, team, and the industry. We’re excited for you to take this journey with us!

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Making Value-Based Reimbursement Work – Best Practices In Program Design & Management

Value-based reimbursement (VBR) got a boost during the pandemic and will likely retain its importance after the pandemic is over. As the field moves from “crisis mode” to a post-pandemic health and human service landscape, executive teams must figure out how best to navigate that transition and answer the question: What measures of organizational performance are critical for success?

Most executives know that VBR is the way of the future, but many still don’t know how to design and manage a program that works. In this web forum, two executives with a wealth of experience will share their advice on how to negotiate, design, and implement a successful VBR relationship with a health plan.

The session will feature to case studies:

  • The VBR program at Hazelden, including development, design, and management
  • The perspective of a large payer

Eight Tips To Ensure Your Organization Keeps Innovating Post-Pandemic

The COVID-19 pandemic has led to many technology innovations in health care. The most noticeable transformation is the rise of telehealth with claims skyrocketing from less than 0.01% of total visits to 80% of behavioral health visits during the first quarter of the pandemic (see How’s That Strategic Plan Going?). We predict consumers and payers alike will continue to expect virtual service delivery as part of everyday service long after the pandemic has ended. How can organizations can continue innovating after the pandemic has passed?

There are two big trends  to focus on—the first is virtualization and the second is digital transformation. At Qualifacts + Credible, the focus continues to be on helping behavioral health and human services agencies improve clinical outcomes, enhance operations, and activate their full potential through the use of an EHR.

Not only will consumers continue to engage virtually with their providers post-pandemic, but consumers will continue to expect some level of integrated telehealth functionality. Not all provider visits lend themselves well to telehealth and not all consumers will want to meet virtually, but everyone will expect to see some telehealth options for routine care. And provider organizations will find a way to use artificial intelligence and machine learning to streamline routine tasks like notetaking.

Organizations have to be strong operationally at their core business in order to be effective and successful. At the same time, they have to have a somewhat less structured environment for managing innovation. To set your provider organization up for success and continue to innovate you should:

  1. Empower employees to innovate. Managers sometimes fear that encouraging innovation among their staff will distract them from their everyday jobs. If you want your teams to innovate, make sure you include those expectations on job descriptions. There are too many organizational constraints available that deter innovation—and the best way to overcome them is for the C-suite has to sponsor the innovation.
  2. Incentivize innovative thinking/ideas. Empowering employees usually isn’t enough—think about ways to incentivize them through bonuses, contests, and/or unstructured time off. The reward doesn’t have to be an all-expenses-paid trip to the Caribbean, just something to show employees you value their ideas, such as gift cards to restaurants or retailers.
  3. Designate an innovation leader. Not every staff member is a born innovator so rather than ask everyone to dedicate 5% of their time to it, consider making it a job responsibility for the staff member in charge of innovation for the organization. An empowered, dedicated leader can make a big difference.
  4. Be open to failure. Make sure you cultivate a culture that is willing to accept that not all ideas can be homeruns and failures will happen. Innovation requires being brave enough to be willing to experiment and tolerate failures.
  5. Foster collaboration. Many employers have had to scramble this past year figuring out telework solutions on the fly to keep businesses running. This has disrupted how we previously brainstormed. With the expectation that clinicians and staff will continue to work remotely, businesses must find ways to foster collaboration and relationships when there is no shared water cooler for gathering and sharing ideas.
  6. Hire with an eye toward innovation. One question to ask is if the organization has the competencies necessary to innovate or needs supplemental competencies. When hiring for a position, think about which candidate would bring new ideas and challenge current thinking. Consider adding innovation case studies or scenarios to the hiring process to see what ideas candidates come up with. Even if the candidate does not ultimately take the job, you may still find some good ideas.
  7. Talk to your customers. No one knows more about your business than your current customers. Make it a regular part of the job to check in with your clients to see what’s happening for them and ways your organization can help. Due to the pandemic, we haven’t had the luxury of attending business networking events so use these customer check-ins to find out what’s happening in the market.
  8. Innovate, innovate, innovate. Just because you have well-liked product offerings now, doesn’t mean it will always be that way. There will always be someone else coming along that is better, faster, and/or cheaper. To stay at the top of the game, you need to constantly be looking to innovate.

To hear more about the innovations happening in health and human services technology, listen to Joe Naughton-Travers, Senior Associate at OPEN MINDS and Eric Arnson, Chief Product Officer at Qualifacts + Credible discuss how performance and outcomes play a critical role in your future success in a recording of the session, “Why Measuring Performance & Tracking Outcomes Are Your Roadmap to Success: A Discussion With Eric Arnson, Chief Product Officer, Qualifacts + Credible.”

Digital Health Care: Current & Future Technologies Impacting Health & Human Services

This executive web forum was given on March 18, 2021 by OPEN MINDS Senior Associate Paul Duck. In this forum, he explored the impact digital technologies are having on the current health and human services market and discussed tech solutions in development that could have a profound impact in the future. This forum also includes:

  • Developments in technology-enabled care delivery
  • Barriers to technology-enabled care
  • Impact to the connected patient/consumer and provider
  • How today’s innovation will impact the future, including examples of game-changing technologies
  • How to select and implement digital health care tools


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Succeeding With Value-Based Reimbursement: An OPEN MINDS Executive Seminar On Organizational Competencies & Management Best Practices For Value-Based Contracting

This presentation was delivered on February 10, 2021 at The 2021 OPEN MINDS Performance Management Institute. In the presentation, the speakers discussed how to confirm the foundational components of infrastructure needed for value-based reimbursement (VBR) are in place; how to move from service value concepts linked to VBR to discussions with payers and implementation of new VBR services; and how to implement approaches to realigning their service model to ensure success in a value-driven market.

The presentation speakers included:

  • Ken Carr, Senior Associate, OPEN MINDS
  • Cathy Gilbert, Senior Associate, OPEN MINDS

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Leading Through Change: An Interview With David Klements, CEO, Qualifacts + Credible Behavioral Health

This presentation was delivered on October 29, 2020 at The 2020 OPEN MINDS Executive Leadership Retreat. In the presentation, the speakers discussed leadership best practices during one of the most complicated business scenarios—mergers and acquisitions.

The presentation speakers included:

  • David Klements, President & Chief Executive Officer, Qualifacts + Credible
  • Monica E. Oss, Chief Executive Officer, OPEN MINDS

Becoming A CCBHC: What I Wish I Had Known From An Executive Perspective

This presentation was delivered on October 29, 2020 at The 2020 OPEN MINDS Executive Leadership Retreat. In the presentation, the speakers discussed the executive’s role in two major strategy elements when moving toward the Certified Community Behavioral Health Clinic (CCBHC) model, including how to support the team through great “change management” as the CCBHC brings with it new services, new programs, new credential types, and new business processes; and how to prepare the team for an environment of Continuous Quality Improvement (CQI).

The presentation speakers included:

  • Sarah Ackerman, MBA, Chief Executive Officer, Western Mental Health Center
  • Mary Givens, Product Manager of Federal Programs, Qualifacts

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The OPEN MINDS Health Plan Partnership Summit: A Guide To Developing & Negotiating Partnership Agreements With Health Plans

This presentation was delivered on October 29, 2020 at The 2020 OPEN MINDS Executive Leadership Retreat. In the presentation, the speakers discussed the development of new partnerships with health plans and new business models for sustainability, including how to understand the needs of payers, reframe the services of typical provider organizations into “solutions” for health plans, negotiate agreements with payers, and build mutually beneficial partnerships with payers in their market.

The presentation speakers included:

  • Paul M. Duck, Senior Associate, OPEN MINDS
  • Robert Bickford, MBA, Deputy Chief Financial Officer, Community Behavioral Health
  • Donald Savoie, President & Chief Executive Officer, Meridian Behavioral Healthcare, Inc.
  • Margaret Mays, Ph.D., National Vice President, Quality Improvement, Magellan Health
  • James R. Currey, MSIS, Sr. Director, Analytics, Magellan Healthcare Division
  • Angela Hagan, Ph.D., MPA, Associate Director, Population Health Insights, Bold Goal, Office of Health Affairs and Advocacy, Humana, Inc.
  • Melissa Larkin-Skinner, MA, MBA, LMHC, Chief Executive Officer, Centerstone Florida

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Getting The Most From Your EHR Selection & Implementation Process—Central Mental Health Center’s Executive Director Kathy Mosher, MS, MBA

This presentation was delivered on October 28, 2020 at The 2020 OPEN MINDS Executive Leadership Retreat. In the presentation, the speakers discussed how Central Mental Health Center approached their selection of an electronic health record (EHR) system to meet their current and future needs.

The presentation speakers included:

  • John F. Talbot, Ph.D., Vice President, Corporate Strategy, Jefferson Center for Mental Health, and Senior Associate, OPEN MINDS
  • Kathy Mosher, MS, MBA, Executive Director, Central Mental Health Center