Health & Medical Customer Service
Before deploying a virtual employee, the Customer Service Department at healthcare clinics had to process up to 750 care referrals a week, all manually! Imaginably, this process took up a lot of time. We offered a solution that resulted in improved data quality in the electronic patient records. Also, the faster throughput times of patients freed up time for medical staff to have more personal interaction with each patient.
Multiple emails come in on a daily basis at the Customer Service Department (CSD) at a healthcare clinic. These emails contain healthcare referrals, and these are to be processed manually by the CSD. First off, the referrals have to be entered into their electronic patient record system, EMMA. Then, the employee uses the referral to check whether the patient is already registered into this system. If this is not the case, the patient is added to the electronic record, based on its social service number. Lastly, the worker must add the referral documents to the patient record as well.
The number of referrals goes up to 750 a week, and all of these referrals are processed manually. The fact that each transaction has a lengthy throughput time, makes the entire process time consuming. Consequently, patients might not be addressed in a timely manner. The time invested in processing these referrals manually is valuable time that could be spent on the patients instead.
Months to ROI
Hours saved anually
Increased time efficiency