rapid intelligent scheduling

ACCESSIBILITY + AUTOMATION + CONNECTIVITY

The system has many components that can be deployed independently, sequentially or as a complete answer to building market share. 
Below are  common examples of how to deploy the components to address specific operational needs.

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OPEN ACCESS for the marketplace

self service

Open Access
or
pre-programmed

Schedule an Appointment 24/7  (or cancel, reschedule)
 1. Open Access Channel(s) - Telephone or Online

• Using a Voice Recognition enabled IVR or Online Webpage
  
• Select an Appointment Type,
• Perform screening (history, conditions, etc.) to differentiate appointment slot,
• Schedule an appointment,
• Review preparation and instructions with an option to then speak to a scheduler,
• Select reminder (confirmation) method.

2.  Pre-programmed access channel(s) - Telephone or Online

• Send a predefined invite via Telephone or Online,
• Pre-programmed appointment type based on an order and timing on insurance,
• Perform screening (history, conditions, etc.) to differentiate appointment slot,
• Provide preparation and instructions,
• Option to speak to a scheduler (24/7),
• Select reminder (confirmation) method.

complement operations

Scheduling Function

incoming

Appointment reminders

wait list

outbound

Reduce Answer Times - Offer callers waiting in queue

1. To complete screening steps prior to reaching a scheduler.
2. To self schedule appointments using a Voice Recognized enabled IVR to perform screening, schedule an appointment and review preparation and instructions with an option to then speak to a scheduler.
   

Reduce Scheduling Talk Time & Scheduling Errors

1. Eliminate dependence on patients communicating order information via video call
2. Eliminate calls back and forth with medical offices

After Hours Callers

1. "Triage" after hours callers to automated IVRs for structured messages, assistance required, rescheduling and/or new scheduling needs.
2. Offer scheduling, or rescheduling callers, options to complete screening, review preparations and select an appointment or schedule a call with a scheduler.

Confirmations with option to review preparation / instructions

1. Confirm intent to arrive on-time and properly prepared.
2. Identify intent to reschedule, reason and reschedule preferences.
3. Offer option to complete service area screening questions (ex.MRI, etc.)
4. Group exceptions in a report format for next day early arriving schedulers and service area technicians.

Automatic Wait List Calls

1. Automatically trigger wait list calls, texts, emails to fill cancelled appointment slots from appointment reminder calls.
   

New Orders

1. Schedule automated calls for new orders received to occur during working shift or after hours.
   
2. Offer recipient a structured interview via voice recognized IVR to provide scheduler information prior to scheduling order.
3. Offer recipient an option to self screen, select an appointment and review preparation / instructions with or without speaking to a scheduler.
4. Send email or text:

• with scheduling phone number to call
• with ability to self schedule (on line) - screen, select appointment, read preparation and/or download copy of preparation/instructions

care delivery

preparation

Coordination

Follow Up

Screening

1. Complete screening activities  prior to arrival using programmed interactive apps that both identify potential issues and educate the patient about required preparatory steps.
2. Communicate (automatically) exceptions to clinical or administrative staff as appropriate ASAP for intervening actions.
   
3. Reduce time on site for patients and staff performing and interpreting screenings.
   

Referral Communication

1. Communicate the referral process status concurrently.
2. Identify any referral action requirements ASAP via 'action messages'.
3. Ensure patient schedules follow up care with referral source.
4. Share responses to pre and post care surveys simultaneously with referral source
   

Post Care Follow Up

1. Perform automatic (programmed) follow up interactions via multiple communication channels preferred by the patient. (inbound or outbound 24/7)
   
2. Automatic threshold escalating patient and/or reporting of responses to clinical or administrative staff.
   
3. Provide patient with tailored follow up materials and communications.
4. Offer self scheduling option as needed.
5. Transfer response data to an outcome database.

referrals

access

Communication / Coordination

Return Patient to Referrer

Meet referral sources needs
Provide your referral sources an 'In House application' that referral sources can

• insert their patient directly into your schedule or
• provides their patients immediate access to your services schedules and
• provides the referral source immediate notification of the patient's service schedule and completion.

Prioritize access by referral source by

• making select appointment slots available to certain referrers
• immediately make short notice cancellations open to referrers along with an automatic communication informing them of the newly open slots
• offer wait list priority to referrer patients for earlier access opportunities

Provide referrer with concurrent progress information as appropriate

• Screening and preparatory exception outcomes immediately available to referrer
  
• Completion status of appointment
  
• Progress of treatment / intervention status
  

Coordinate return appointment to referral

• Offer referral source an option to (automatically) connect patient with referral office staff to schedule return appointment when your service is completed.