Redefine Service Excellence through an Enterprise Access Management Approach
Hospitals exist to serve patients and physicians. No matter how the market is viewed, your physicians and patients are the ultimate components, without whom there would be no market. The need for services will not disappear; but how, when, and where physicians apply their skills and patients receive their treatment will change based upon the hospital’s ability to meet customer service demands of their customers. Key elements that your customers (patients and physicians) expect are prompt service, quality of service, competitive costs, follow-up and evaluation, anticipative customer alerts, safety, transparency and convenience. Unibased Systems Architecture supports an enterprise access management approach to customer service. This enterprise access management approach is to provide an integrated revenue cycle management solution that front-ends the medical necessity checking and insurance authorization processes, with a resource management approach to scheduling. Adding the OR module, Unibased Systems can provide a complete patient itinerary across both surgical and diagnostic departments on an enterprise basis.
Exceed Consumer & Physician Expectations with Consistent Quality and Proactive Service
Customer satisfaction is the outcome of fulfilling expectations. What if you took it one step further? Providing optimal service and avoiding customer frustrations is always a key objective of any customer service program, but also requires some proactive planning. All of us have experienced the telephone wait of the computerized response on the 1-800 line. How often have you just hung up the receiver? Add to this the personal insecurities of a patient who is ill, perhaps seriously ill. Long waits can be disastrous. Unibased Systems understands that the simple task of scheduling an appointment cannot be the cause of wait time. The system must be very responsive and intuitive to the scheduler, who has the physician’s office staff or the patient on the other end of the line. Because of this, Unibased Systems contractually guarantees sub-second response times to ensure that your patients or physicians will not be left on hold due to system inefficiencies. Schedules made are quick, easy, and effortlessly, saving your customers time and drastically reducing your staff’s workload.
Unibased Systems’ ForSite2020® provides your schedulers the tools to offer proactive and efficient services to your consumers. The “smart system” design minimizes the need for highly trained clinical or financial staff to be involved in the revenue cycle and access management processes, and uses intelligent guidance and sophisticated rule sets to eliminate much of the training otherwise required of the call attendant. Clinical questions and alerts provide the ability for the system to prompt the user with additional questions, directions or alternative procedures, and leads the call attendant through the process step by step. By effectively managing your resources (locations, staff, equipment or providers) behind the scenes, ForSite2020® will only present resource conflict-free options for selection during the scheduling process, thus lessening the time spent searching for available times that would accurately correlate with your available resources as well as potential conflicts with clinical alerts. The addition of patient preparation information, reminder notices, and patient-friendly directions that can be mailed, faxed or emailed as well as scheduler instruction text replace the need for large binders full of complex information that may not otherwise be kept up to date or uniformly distributed. Management’s ability to highlight certain portions of the text to draw attention to it, as well as functionality that enables the viewing of the prep and instruction text to be required of call attendants, further supports the Unibased Systems’ proactive service “smart system” design.
Other encounter-related information such as a physician of record or the last physician seen for a specific type of appointment is presented to your scheduler for ease of selection. The dates of past service can become significant when tracking such statistics as the number of authorized visits remaining or the allowable time for another procedure (such as the date of the last screening mammogram) in order to alert the scheduler and/or patient as to the likeliness of the requested procedure being covered by insurance. Also at the time of scheduling, all past and future patient encounters are tracked and presented for ease of access as well to warn the scheduler and alert the caller who may be inquiring about the last date so as to know when to schedule the encounter at a time covered by insurance, providing yet another aspect of proactive service to your patients and physicians that will exceed expectations.
Maximize Throughput and Improve Patient Flow
It’s no secret that patient flow and volume connect to revenue. Physician referrals also directly correlate to revenue. Properly managed customer service programs have a profound influence on referrals and patient volumes. As a company with a focus on maximizing throughput and improving patient flow, Unibased Systems strives to make your priority our priority. First and foremost is prompt service. ForSite2020® allows your physicians and patients to rapidly set up appointments, conflict-free, so that the services will be provided quickly and on time, at a convenient location. Next is quality of service. Unibased Systems’ pre-registration component ensures a thorough triage approach so that all clinical aspects of the services are considered prior to the time of arrival, that facilities and supplies are available, and the procedures are arranged in the correct order when multiple services are required. Optimum utilization of resources, which include labor, facilities and supplies, will ensure lower costs to the patient and increased revenue for your healthcare organization. Unibased Systems optimizes the use of resources and when combined with customer convenience, increase patient volumes.
