Managing field operations is a delicate balance between customer expectations, resource availability, and those things that are completely out of our control like traffic, building security, and public transportation delays.
A major healthcare provider in NYC offered a mobile team of 12 physician assistants ready to address the healthcare needs of NYC residents at a moments notice wherever they resided.
Managing patient bookings, checking physician availability, and routing physicians while updating and maintaining patient expectations was an operational challenge that was getting increasingly demanding with business growth. A solution was needed.
We started with a heavy discovery process. Speaking to call center resources, physician assistants, and patients to uncover key knowledge like physician assistant case loads, response times, care quality, and patient experiences.
Our process allowed us to identify the algorithm for an intelligent system to help address operational needs around resource availability both in the call center and in the healthcare providers.
We resourced, engineered, and managed an automated intelligent system with a mobile physician assistant interface capable enough to accept patient requests for care, identify available physician assistants, route physician assistants to patients all while keeping the patient updated in real-time.
The investment was minimal when compared to the costly alternatives and practical, realized savings of the now operational system. Without such an intelligent solution, a significant investment would have had to be made to increase and train call center resources.
The new system required only 1 hour of training on the part of the field operations, no changes to the patient experience, and resulted in an overall savings of $176,400 per year or $14,700 every month. The system also created a route to scaling the business that would have otherwise been unattainable.