Case Studies Central Scheduling Call Center Patient Questionnaire Intake and Processing

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	Central Scheduling Call Center Patient Questionnaire Intake and Processing

Central Scheduling Call Center Patient Questionnaire Intake and Processing

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Business Operation Quality Assurance
Use Cases	Process Control & Optimization Remote Collaboration
Services	Software Design & Engineering Services System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Functional Applications - Enterprise Resource Planning Systems (ERP)

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Business Operation

Quality Assurance

Use Cases

Process Control & Optimization

Remote Collaboration

Services

Software Design & Engineering Services

System Integration

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.

About 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.

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.

Impact #1	Greater accuracy of vital patient information as forms are legible and complete.
Impact #2	Automated distribution of forms to appropriate departments.
Impact #3	Increased customer satisfaction due to reduced redundancies and improved form legibility.

Impact #1

Greater accuracy of vital patient information as forms are legible and complete.

Impact #2

Automated distribution of forms to appropriate departments.

Impact #3

Increased customer satisfaction due to reduced redundancies and improved form legibility.

Benefit #1	The Central Scheduling Call Center handles over 500 calls daily.
Benefit #2	ProHealth Care has a network of nearly 1,000 physicians and 6,000 employees.

Benefit #1

The Central Scheduling Call Center handles over 500 calls daily.

Benefit #2

ProHealth Care has a network of nearly 1,000 physicians and 6,000 employees.

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Overview

Central Scheduling Call Center Patient Questionnaire Intake and Processing

Operational Impact

Quantitative Benefit