- Powerful Queues to Manage Inbound and Outbound Calls :
- 'Follow Up' Queue to follow up with patients to conduct activities, after receiving insurance authorisation.
- Retest Queue to call patients in cases of sample rejection for lab tests.
- Reconfirmation Queue to manage inbound appointments.
- Build any other Queue, based on requirement (eg: Immunisation Due Queue).
Lifetrenz Clinic - Call Center Module
Lifetrenz Clinic has a very powerful Call Center Module handling both inbound and outbound call queues. It is designed to convert your Call Center from a Cost Center to a Revenue Center, and improve revenues and patient experience.
With your call center being your healthcare facility's first patient touch point, it can be used as an excellent opportunity for brand building and to build great long standing relationships with your patients. A centralised, efficient Call Center Module helps optimise your operations and ensures that your patients can seek and schedule appointments at their convenience, for any of your clinic or hospital sites. The call center can also be an additional revenue generator, by ensuring that you reach all your patients who may need a healthcare service, well in time.
Powerful Queues to Manage Inbound and Outbound Calls
A well trained and proactive call center team can ensure that revenues not only come into the clinic/ hospital through inbound calls made by patients to book appointments, but also through actions such as following up with patients to get activities conducted post insurance authorisation, or get a health check done or by following up with patients who are due for an immunisation. To be able to effectively manage such cases, Lifetrenz System presents users with effective queues, which allows the call center to call out and fix appointments. The System provides the call center team with details of all activities or services that were ordered, their authorization status and whether the activities have been conducted, which helps them to communicate clearly and accurately with the patient during the call. In case insurance authorisation has been denied for any activity, the application shows all relevant details to the call center user of such cases and gives them an opportunity to call the patient and explore if the patient is willing to conduct the activity at their own expense as an out of pocket expenditure, at self-pay rates. This is a good case of plugging revenue loss due to insurance denials.
Follow Up Queue
In an OP setting, if the case has any activity that has not been conducted or in case of lab tests, if sample has not been collected, awaiting insurance authorisation, such cases will land up in the 'Follow-Up Queue'. Once the authorization is received, this queue enables call center operators to proactively track and call the customer and inform them of the authorization status and fix an appointment to come back to the clinic/ hospital and conduct the activity, before the claim can be submitted. This will help with your organization's branding and further help with converting the opportunity to revenue. Even in cases where insurance authorisation was denied, the System would appropriately alert the call center team, who can then try and convert that case from a potential revenue loss to an opportunity for higher revenue realisation, if the patient accepts to conduct the denied activity at self pay rates.
'Reconfirmation' Queue and 'Physician Non-Availability' Queue for Appointment management
Queues for managing appointments of all the patients are provided in the System. Users can re-confirm, reschedule or cancel an appointment. When a confirmed Appointment is cancelled or rescheduled, the System offers choices such as 'Automatically Confirm a Waitlisted Patient' if available, or offer the free slot for 'Consumption by a new Patient'. Non availability of physicians can also be managed in the centralised call center module, and in case appointment slots were booked for such periods of time, then the operators can call patients and reschedule such appointments.
Retest Queue
If you have a practise of ensuring that all services in the bill is rendered before finalizing them, lab sample rejections can be one area of concern where service can remain un-rendered and hence not billed, causing delays in revenue realisation. To plug this gap, it's important that you have a tracking system to follow-up with customers whose lab samples have been rejected. There is a need to redraw the sample to conduct the test again, to result the order and close the case. Lifetrenz application automatically builds a queue of all lab samples that got rejected, for the Call Center team to inform the patient, and fix an appointment to re-draw/collect the sample again. This queue gets built as the phlebotomist rejects a sample in the application, from the 'lab sample collection module'.
Immunization Queue
This queue can help in managing cases where immunisation is falling due or is overdue and in turn help bring in constant revenue to the clinic/ hospital. The Call Center team can use this queue to call out to such patients and fix appointments for immunisation. This action along with standard sms reminders, will ensure higher adherence to immunisation schedules, which not only is a great customer relationship management exercise but also will contribute to additional revenues for your facility.
Custom Queues
Lifetrenz System can help build custom queues for a healthcare facility based on their need. Some examples of this could be building a queue of all diabetic patients who are falling due for a HbA1C test every quarter or building a queue of all maternity patients who need to come in for standard lab or radiology tests. Once these queues are available, the call center can use them to call patients and fix appointment for the activity and help build your brand and bring in higher revenues.
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