CASE STUDY
Ensemble helps clients improve patient experience with a 27% reduction in wait times
Epic optimization + process redesign help reduce registration wait times for patients
Background
At Ensemble, our primary goal is to improve the patient experience by reducing friction and expediting access to care. We collaborate closely with our health system clients, leveraging our extensive revenue cycle knowledge and Epic expertise to identify and eliminate disruptions throughout the patient journey. Recognizing that patient registration wait times significantly impact overall patient satisfaction, we recently partnered with clients to tackle this critical issue head on.
PROFILE
- 100+ hospitals
- Nationwide
- Epic EHR
Solution
As a proud partner in Epic’s Rev Cyclers Program, we collaborated with multiple clients to fully leverage Epic’s innovative functionality designed to streamline patient communications and accelerate pre-service processes. We focused on increasing MyChart enrollment and implementing eCheck-In across outpatient departments to provide patients with convenient digital options. These enhancements allow patients to complete necessary forms and check-in procedures from the comfort of their homes, reducing stress and wait times upon arrival.
Through workflow redesign, system optimization and comprehensive training, we achieved a 27% reduction in patient registration wait times, bringing the average down to 5 minutes — well below the industry benchmark of 10 minutes. This significant improvement not only speeds up the registration process but also enhances overall patient satisfaction by making their interactions with healthcare providers more efficient and seamless.
At Ensemble, we understand that every moment counts in healthcare. Our dedication to enhancing the patient experience is unwavering, as we strive to make each interaction smoother and more meaningful.
We are committed to supporting our clients in their mission to deliver exceptional care, ensuring that patients feel valued and cared for at every step of their journey.Judson Ivy, Founder + CEO of Ensemble
Key components of our approach included:
- Workflow redesign to integrate eCheck-In into pre-registration and registration processes
- MyChart optimization for a more user-friendly patient interface
- Comprehensive training and resources for staff, including job aids and scripting
- Patient education initiatives, such as tip sheets and enrollment prompts at every touchpoint
- Performance monitoring integrated into daily team huddles to track progress and sustain accountability
- Automation tools, such as auto-notifications for MyChart enrollment and auto-enrollment for newborns
By optimizing Epic functionality and empowering both staff and patients, Ensemble successfully streamlined registration processes, resulting in a faster and more seamless patient experience.
Ensemble is a great partner, fully aligned with our mission of delivering an exceptional patient experience. We’ve seen great results with the digital registration and check-in options they’ve introduced to patients and look forward to continuing our efforts to streamline the patient journey together.
Shana Tate, Chief Revenue Officer, Ballad Health
Epic is a registered trademark of Epic Systems Corporation.
Results
registration wait times
eCheck-In usage
MyChart, 4.5% more
than prior year