CASE STUDY
Northeastern health system improves patient experience scores by 10%.
Ensemble partnership enhances pre-access processes and patient interactions
SNAPSHOT
Antiquated technology and a lack of streamlined processes made it challenging for this health system’s community hospital to get patients scheduled in a timely fashion or to complete any pre-registration. Patients were frustrated with inconvenient communications and long wait times.
After taking over revenue cycle operations, Ensemble updated patient communication processes and technology to increase pre-registration, decrease wait times and reduce appointment no-shows.
PROFILE
- Nonprofit, integrated medical services provider
- < $250M NPR
- Northeast
- End-to-end RCM partner since Mar. 2022
Challenges
Consequently, patients were at risk of canceling appointments, clinical staff allocated less time to patient care and there was a lack of uniform and efficient pre-registration processes for all patients.
Solutions
Through its strategic partnership with Ensemble, the provider successfully utilized Ensemble’s expertise and best practices, resulting in significant improvements in pre-access operations and enhancing the overall patient experience.
- Streamlining call flows and upgrading patient communication processes and technology, including the telephone system
- Optimizing existing patient engagement technology to track no-shows and improve appointment recovery
- Re-focusing clinicians on patient care and aligning authorization processes with pre-access team, utilizing a payer matrix to schedule authorizations
- Implementing a denial prevention policy to notify physicians and patients if authorization isn’t received a day prior to a clinical appointment
Results
pre-access results include:
call abandonment rates
call answering time
experience survey scores