Health & Medical Customer Service
In this use case we automated the registration process of patients at a specialized healthcare organization with the use of RPA. Our solution resulted in improved data quality in the electronic patient records, faster throughput times of patients and thereby freeing up time for medical staff to have more personal interaction with each patient.
At the customer service department (CSD) at a healthcare clinic, healthcare referrals from general practitioners come in per email on a daily basis. Subsequently, a worker at the CSD has to process those referrals in their electronic patient record system, EMMA. After that, the worker uses the referral to check whether the patient is a known patient. If that 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 entire processing takes over 750 referrals a week, and those are all processed manually. The fact that each transaction has a lengthy throughput time, makes the complete process time consuming. This has the consequence that patients might not be addressed on a timely manner and that valuable contact time with the patient is lost.
Months to ROI
Hours saved anually
Increased time efficiency