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This document proposes developing a website that allows patients to search for and book appointments with doctors in their area. A market survey found that 50% of respondents would absolutely use such a website, while another 42% would probably use it if they had more information. The plan is to pilot the docstr tool with select physician practices, recruit new practices, and build a user base. The revenue model involves low-risk monthly fees for practices with tiered plans based on monthly costs and fees per scheduled patient.
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Objective
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Instructions
1. Read the following case study.
2. Follow the instructions at the end of the case.
Case Study
Background
You have just been brought in to manage a portfolio of several specialty clinics in a large multi-physician group practice in an academic medical center. The clinics reside in a multi-clinic facility that houses primary care and specialty practices as well as a satellite laboratory and radiology and pharmacy services. The practice provides the following centralized services for each of its clinics: registration, payer interface (e.g., authorization), and billing. The CEO of the practice has asked you to initially devote your attention to Clinic X to improve its efficiency and patient satisfaction.
Access Process
A primary care physician (or member of the office staff), patient, or family member calls the receptionist at Clinic X to request an appointment. If the receptionist is in the middle of helping a patient in person, the caller is asked to hold. The receptionist then asks the caller, “How may I help you?” If the caller is requesting an appointment within the next month, the appointment date and time is made and given verbally to the caller. If the caller asks additional questions, the receptionist provides answers. The caller is then given the toll-free preregistration phone number and asked to preregister before the date of the scheduled appointment. If the requested appointment is beyond a 30-day period, the caller’s name and address are put in a “future file” because physician availability is given only one month in advance. Every month, the receptionist reviews the future file and schedules an appointment for each person on the list, and a confirmation is automatically mailed to the caller.
When a patient preregisters, the financial office is automatically notified and performs the necessary insurance checks and authorizations for the appropriate insurance plan. If the patient does not preregister, when the patient arrives in the clinic on the day of the appointment and checks in with the specialty clinic receptionist, she is asked to first go to the central registration area to register. Any obvious problems with authorization are corrected before the patient returns to the specialty clinic waiting room.
Receptionist’s Point of View
The receptionist has determined that the best way to not inconvenience the caller is to keep her on the phone for as short an amount of time as possible. The receptionist also expresses frustration with the fact that there are too many things to do at once.
Physician’s Point of View
The physician thinks too much of his time is spent on paperwork and chasing down authorizations. The physician senses that appointments are always running behind and that patients are frustrated, n ...
Resume
This document contains Denise Renée Hopson's resume. She has over 13 years of experience in patient and customer service roles, primarily in insurance verification, claims processing, and patient scheduling. Her resume highlights her qualifications and extensive work history in healthcare settings like cancer centers, hospitals, and insurance companies. She seeks a position utilizing her skills in areas like patient services, registration, insurance verification, and scheduling.
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docstr
- 1. WWW.DOCS TR. CO M INFO@DO CSTR. CO M
- 2. PROBLEMS WE ALL HAVE Sunday, 9pm Miserably sick No access to my doctor ER visit is $250 Who is open and takes my insurance?
- 3. PROBLEMS MEDICAL PROFESSIONALS HAVE Last minute cancellations No shows Unscheduled appointment slots Unsure of marketing to new patients All lost revenue opportunities Office staff consistently over-tasked, office not running efficiently Existing patients frustrated
- 8. MARKET SURVEY 50 respondents, 48 insured Would you use a website that would allow you to search for and book appointments with Doctors in your area? 50% 42% 42% 40% 30% 20% 8% 10% 4% 4% 0% Absolutely Probably, but Yes, if my Not sure No, prefer will need doctor was other method more on the site. information
- 9. PLAN Develop revolutionary tool for patients to schedule physician office visits online Pilot docstr with select physician practices Build strong sales force to actively recruit new practices Establish physician/dental practice roster Build user base from all practices on board User-friendly and improves clinic process flow
- 10. REVENUE MODEL Low risk month by month fee Tiered plans Low monthly fee, higher per scheduled patient fee Higher monthly fee, no per scheduled patient fee
- 11. QUESTIONS? Thanks for a great weekend! - Team docstr