Central Scheduling Call Center Patient Questionnaire Intake and Processing
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Ultimus Adaptive BPM Suite
- Ultimus flobot technology
技术栈
- SOA-based integration tools
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 医疗保健和医院
适用功能
- 商业运营
- 质量保证
用例
- 过程控制与优化
- 远程协作
服务
- 系统集成
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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