Central Scheduling Call Center Patient Questionnaire Intake and Processing
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Ultimus Adaptive BPM Suite
- Ultimus flobot technology
Tech Stack
- SOA-based integration tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Process Control & Optimization
- Remote Collaboration
Services
- System Integration
- Software Design & Engineering Services
About The Customer
ProHealth Care is a regional critical and primary care provider serving Southeast Wisconsin. The organization has a network of nearly 1,000 physicians and 6,000 employees, including 26 primary care clinics, two hospitals, home healthcare, and more. ProHealth Care aims to offer a seamless continuum of care to the entire community. The Central Scheduling Call Center handles over 500 calls daily for scheduling outpatient exams, many of which require patient forms.
The Challenge
The Central Scheduling Call Center for ProHealth Care faced several challenges in handling patient forms. The handwritten questionnaires were often illegible or incomplete, leading to errors and inefficiencies. The manual process required schedulers to leave their desks to fax forms, causing delays and reducing their availability to handle incoming calls. Additionally, patients had to fill out forms for each appointment, as previous records were not accessible, leading to dissatisfaction.
The Solution
Ultimus provided a process optimization solution that automated many of the patient questionnaires. The forms are now electronically printed to the appropriate department, ensuring greater consistency and information flow. The Ultimus application defines mandatory fields that must be completed, resulting in more accurate and legible forms. The electronic forms are sent to the correct location without delay, minimizing the time schedulers spend away from their desks. This automation has improved the efficiency of the call center and increased customer satisfaction.
Operational Impact
Quantitative Benefit
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