Starting Semester: Fall 2021
Assigned: Yes
Location: Atlanta

United Digestive

Client Profile

United Digestive is an Atlanta-based physician practice management company focused on delivering value for GI physicians and gastroenterology practices nationwide. The company serves independent practices by leveraging advanced operational infrastructure and insights to reduce administrative burden, while supporting clinicians' objective to provide the highest-quality patient care. As the premier GI practice management company, United Digestive focuses on building partnerships with physicians and gastroenterology practices nationwide. Our team provides strong operational infrastructure so clinicians are able to focus on delivering the highest-quality patient care. Our comprehensive service offering includes compliance and regulatory resources, accounting, revenue cycle management, human resources, technology, recruiting, marketing, and more. In addition, we offer our physician partners access to a robust suite of ancillary services, clinical research trials, as well as professional collaboration with a growing team of GI physicians and advanced practice providers. In 2018, United Digestive was formed through a partnership between Frazier Healthcare Partners and one of the largest gastroenterology groups in the country, Atlanta Gastroenterology Associates. With more than 40 years of operational expertise and advancements in digestive healthcare services, we are proud of what we have accomplished, but we are even more excited about what we will achieve together.

Project Description

United Digestive's Patient Service Center (PSC) is an integral department providing scheduling, authorization and medical records administration to all United Digestive affiliated practices. The PSC Call Center Team receives nearly 3,000 inbound patient phone calls per day addressing matters such as scheduling appointments, rescheduling appointments, answering clinical and non-clinical patient questions and supporting our physician practices. The PSC Financial Counseling Team verifies healthcare benefits and obtains prior authorizations for services requiring such approval. The PSC Health Information Management (HIM) Team processes medical record documents for our 140+ providers to ensure that they receive the health information needed to make patient care decisions. Due to the critical services provided at the PSC as well as the size of the labor force dedicated to performing these services, we are seeking a proposal to stream the PSC's operations. Solutions to be evaluated are: process improvement, prioritization of functions, EHR optimization, evaluation of call volumes by hour of day and day of week, cross-training of team members, automation, performance standardization/remote workforce management, outsourcing of functions, etc.


Process Improvement, time studies, workload balancing by day of week and hour of day, staffing analysis, data analysis, problem solving, EHR optimization, automation evaluation, outsourcing evaluation and creative thinking