Patient Access at Mercy Medical transformed a struggling unit to a robust call center that schedules both hospital services and physician office appointments. Mercy had been drowning in paper, losing orders and receiving frequent complaints. Transformations – including a digital workflow for orders and QA process for calls – improved outcomes so significantly that Patient Access was selected to add therapy and physician office scheduling to its services. This session will review the steps and outcomes achieved. Attendees will “walk through” a patient encounter with Mercy Medical, beginning with scheduling/pre-registration, and following up to the point of service. Participants will observe the workflows and QA processes that take place behind the scenes to ensure these touch-points are smooth, efficient and incident-free.
- Discuss digital workflow for physician orders that eliminates lost orders and gives clinical areas a “window” into Central Scheduling
- Evaluate quality review of scheduling and pre-registration calls conducted to improve customer service and issue resolution
- Describe processes, technology and structure of Patient Access call center that performs hospital, therapy and physician office scheduling
- Assess outcomes in patient and provider satisfaction, which improves upfront collections and reduced delays and cancellation