SD - 04/02/2021 United Digestive

United Digestive

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
Jana Baker


Starting Semester: Fall 2021
Assigned: No
Location: Atlanta GA United States
Submitted: 04/02/2021