Client leadership set goals to work with a partner who could offer robust and secure technologies for their patient pay program and increase workflow efficiencies. We partnered with our client to take a collaborative approach to patient pay and increase cash collection by offering more payment options through our platform, including mobile payments and secure online payment portal. Another challenge faced is converting registration at each clinic to a new patient accounting system, which is an ongoing process.
Both organizations hold the patient experience and partner mindset at the forefront of every project. The transparent, communicative approach from the beginning of the engagement was a vital piece to create a successful engagement. Our client understood the importance of providing precise and accurate data during the sales process, and because of aggressive goals to offer the new technologies, the implementation timeline was on an accelerated schedule. Both organizations pushed resources to meet deadlines; through mutual accountability and clear expectation setting the process went very well.
We brought in quality assurance analysts and our implementation team, along with client leadership for joint meetings as part of our implementation process. Our close working relationship allowed us to quickly make changes for any workflow deviations.
A specialty team comprised of operations supervisors, team leads, client service managers, implementation analysts, and business solutions group members were stationed in a command center during the go-live offering real time support to our patient experience representatives as they began talking to their patients.
Firsthand communication with representation from each department involved created an incredibly efficient resolution process to triage and assess issues as they arose. For a two-week period, we held a daily touch base call to discuss critical needs, answer questions, adjust workflows, and account for any blind spots in the training process.