connecting patients and secondary providers

OMNICHANNEL: ACCESSIBILITY + SELF SERVICE
VIA AUTOMATION + CONNECTIVITY

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What if your customers (patients and/or referring sources) could

• schedule, screen and complete intake steps  at their convenience (24/7) without contacting your staff?
• do so via their preferred communication channel - telephone, online, texting?

What if you

• didn't need to wait for them to contact you but your system reached out to them?
• could market to referring offices one phone number for patients to schedule ANY service (24/7) you provide?
  

What if your referral sources

• could message anyone in your organization avoiding time consuming calls?
• saw the referral progress and could anticipate their next patient contact?
• were notified and had immediate access to your newly opened capacity?

What if this was possible WITH your current system?

Overview

Rapid Intelligent Scheduling extends your system into the marketplace with a selection of user friendly methods for booking your services.  Users, patients and referring medical providers, who formally had  to interact with your organization to schedule a service now can skip contacting you and conveniently book (24/7) directly using a self service system (rapid) containing multiple everyday communication channels while quality is controlled via a unique database design (intelligent) and, if required supported by live agents 24/7 for personal assistance, continuously syncing with your internal systems using a single interface. 

We can also leverage any communication channels you already have in place such as texting, chat, email, telephone and website.  Improve your competitive advantage and market share with better accessibility and service.

Functionality is not the only differentiator however.  Deployed using our 30+ years of healthcare operations improvement consulting experience, it becomes a strategic competitive advantage.

The Components

communication channels

Telephone


SMS


Email

Online

Video Chat

Call Center

Mobile App

Voice Recognition enabled IVR with conditional logic allows for both inbound and outbound interactive communications.

From simple SMS messages to programmable chat bots, SMS allows for answer convenience along with self service data exchanges.

Even less intrusive is email communications providing full interactive capability.

Web based self service functionality.

Instantly convert a conversation to a video session to ensure accurate communication.

Call Center agents are easily accessed by a user upon request.

Quick Access mobile app with full interactive capability (schedule, talk, email, etc.)

Communication channels you may already have in place can be leveraged to integrate with our control database reducing the need to introduce new applications to your environment.  Examples include texting, email, website, etc.

self service automation

Self Scheduling


Reminders


Pre-Arrival Screening

Post Visit Follow-Up


Bi-Directional Communication

Whether a referral source or patient, schedule a service 24/7 accurately, without a need to interact with the scheduling operation.

Receive appointment (and preparation) reminders with ability to confirm, reschedule or request assistance.

Choose to complete screening or registration activities prior to arriving that contain programmed alerts immediately communicated to provider staff.

Complete follow-up interview that contains conditional logic and programmed alerts communicated to your staff for intervention follow-up.

Information exchange between user and provider staff that coordinates patient service across modalities.

Control center

Database

Provider / Referral Communication

Our proprietary database connects, supplies and 'controls' the communication applications. It performs the following functions:

• Unique quality control method for enabling self service.
• Single Exchange Point with the provider's system minimizing interface requirements.
  
• Provider's Staff User single access point to the system(s).
• Contains the service details (services, dates, times, instructions, etc.) which is accessed by the communication applications.
  
• Schedules the various planned outbound communications.
•  Alerts the Provider Staff based on programmed criteria.
• Management information (KPI) Dashboard with programmed process control alerts.

Since the database is a shared database with referral sources, messages can be instantly exchanged within the database between service provider and the referral source.  Annoying and interrupting phone calls and problem resolution turnaround time are reduced dramatically. 

application integration

Telecom
SMS
Email
Video Chat
Online
"Control Database"

We integrate the various communication applications to work as one using our proprietary controlling database programming.  Except for deciding on the messaging content, we perform all support and execution of these applications.  Your internal systems never encounter them since our controlling database is your single contact point.

interfacing

EHR



Data Exchange



FTP/SFTP

We utilize the REDOX Interface engine that minimizes your time investment to go live and maintain.  It also is a very flexible data exchange method.  You only interface to our database while we interface to the various marketplace applications.

When an interface exchange of information is not appropriate (ex. voicemails, questionnaire responses, etc.), your staff receive that information via a downloadable link OR if they want to extract information directly they can do so from a database screen (manually or via a file download).

Automated report exchange when complementary process or management data is required for Executive reporting.

The interface is a bridge to an integrated solution providing increased robustness and minimal contact with your internal systems.

management system

Thresholds
Alerts
Exception Lists
Responsibility Levels

Automatic Communication

• Performance Standards: Expectation, Wait, Completion
  
• Exception Levels: Warning, Overdue, Incomplete
  
• KPI Views: Volumes, On-Time, Overdue, Trends
  

Performance details at every level for all services and referral sources organized by management level updated instantaneously.  More importantly, when performance thresholds are near being exceeded, automatic communication occurs via emails or texts as well as being highlighted by the system.