This 850-bed three-hospital system wanted to improve the patient and physician experience, and improve the efficiency of their decentralized scheduling and registration processes.
To improve interactions with patient and referring physician offices, our client sought to identify and reduce hospital- and system-wide variances found in patient scheduling, pre-registration and registration processes.
When centralization could not be achieved due to space constraints, our client embraced standardization,” said Theresa Brandon, Managing Director at Novia Strategies. “This flexibility and our client’s tenacity to improve their service resulted in $1.7 million in annualized savings to their bottom line.”
To evaluate processes and create an achievable future state, Novia partnered with this client to organize multidisciplinary teams with representation from Patient Access, Patient Financial Services and Specialty Scheduling departments. Improved use of existing technology and associated training, as well as standardization of information collected and process improvements, reduced rework and unnecessary follow-up.
- Improving Quality of Patient Interaction: By providing consistent messaging for scheduling personnel, regardless of procedure or location of service within the delivery network, our client reduced concern and confusion with its patients.Minimizing repetitive forms and information requests reduced delays in patient care and increased the quality of patient interaction.
- Improving Physician Relations: Assigning of specific hospital employee teams to the physician offices improved the work and information flow for both organizations and created positive behavioral
change between the parties. Dedicated schedulers and registration personnel now accumulate a list of questions and resolve them with a minimum number of calls to the referring provider offices.
- Reducing Pre-registration & Registration Departmental Rework: By maximizing the capabilities of available tools and reports, and streamlining pre-registration work flows, our client was able to
improve the accuracy and timely delivery of information to patients. Eliminating redundant work processes allowed the staff members to focus on priority issues and improved employee satisfaction.
- Improving Financial Performance: Through standardization of processes, including collection of timely and accurate patient payer information, our client was able to reduce denials, appeals, and