Detailed Findings

Inbound Calls

Patient Access & Front Office Excellence

Explore potential integration with 8x8 via APIs - Gateways™

Document Routing/ Faxes

Patient Access & Front Office Excellence

Vendor/AI works all faxes with minimal if any intervention from the PSR

Referral Entry/ Intake

Patient Access & Front Office Excellence

Some fine tuning of our Journey Dashboard, should be managed internally with partnership of our DI Team. Discussed having further conversations w/ Michelle & Indhu

Patient Scheduling

Patient Access & Front Office Excellence

Easy button for all pt's that have not completed paperwork ability to send mass reminder by regio?? FUTURE- Self Scheduling & AI monitor of missed appointments & automated followup of interest. Touchpoints Cost has been barrier

Managing POCs/Referral Source Comm/ No Show & Cancellations/ Verification Tasks

Patient Access & Front Office Excellence

POC Tasking required for replacements plans, wc (exception TX). Liens, cash pay & should not be necessary in these instances. WHY are we creating extra work? Indu shared utility screen for CS to review and potentially remove requirements. Indu did review POC Exemption: Exempt a Plan of Care (POC) from requiring a referring provider's signature and return. This group of options is for accommodating the Medicare regulation that exempts an initial evaluation POC from requiring a referring provider's signature and return, provided a valid prescription (Rx) is on file.

New Patient Appointment Reminders

Patient Access & Front Office Excellence

Already have texting in place

Greeting Patients

Patient Access & Front Office Excellence

The core idea is that by using AI to handle administrative burdens, PSRs can dedicate their time to warm patient welcomes and meaningful engagement rather than being distracted by phone calls and paperwork.

Patient Registration/ 1st Visit

Patient Access & Front Office Excellence

Patient forms can include a Spanish translation, provided the Spanish text is built into the same form as the English version. By setting it up this way, you avoid the need to send separate form sets to your patients. Patient Portal currently has the ability for patients to upload an insurance card, however, patients are not given the capability to type in information. Medication: patients do have the capability to upload/add medication within adult medical history.

Authorizations

Patient Access & Front Office Excellence

Agentic AI/RCM

Patient Collections

Patient Access & Front Office Excellence

Use current checkin alerts within checkin process along with payment alerts within Touchpoints Kiosk. QR code and Wallet are already available with AI Agents coming in 2027.

Schedule Management

Patient Access & Front Office Excellence

Currently there are no tasks that are sent to the PSR group when a patient drops. You can create a stage in Active Patient Journeys to track these patients and create a stage to send a message to the patient that they have fallen off the schedule and need to reach back out to get back on the books. You are also able to use the audience report to get the data you are looking for to catch the patients sooner.

Welcome Letter Automation (HIPAA)

Patient Access & Front Office Excellence

Automate Welcome Letter & appropriate document attachments (Ticket in process to Update HIPAA Communication preferences SF Case: 447968)

Review Patient Portal Tab

Patient Access & Front Office Excellence

Review Patient Portal Tab daily. Update patient data or remove updates.

Scheduler Views

Patient Access & Front Office Excellence

KPI

Patient Access & Front Office Excellence

Touchpoints - Patient Forms

Patient Access & Front Office Excellence

Touchpoints - Kiosk (Medical History)

Patient Access & Front Office Excellence

Touchpoints - RTPay

Patient Access & Front Office Excellence

Report Scheduler

Patient Access & Front Office Excellence

Knowledge - Scheduler Search

Patient Access & Front Office Excellence

Knowledge - Block Booking - Schedule

Patient Access & Front Office Excellence

Knowledge - Block Book - Delete/Reschedule

Patient Access & Front Office Excellence

Knowledge - Default Scheduler View

Patient Access & Front Office Excellence

Knowledge - Work ScheduleTemplates - On Boarding Providers

Patient Access & Front Office Excellence

Knowledge - Appointment (Color Legend)

Patient Access & Front Office Excellence

Knowledge - Appointment Recapture

Patient Access & Front Office Excellence

RT Web - Scheduler

Patient Access & Front Office Excellence

Dashboard - RTConnect (Unread Notes/Messages)

Patient Access & Front Office Excellence

First Come First Serve Waitlist

Patient Access & Front Office Excellence

Waitlist Clean up

Patient Access & Front Office Excellence

Location Resources

Patient Access & Front Office Excellence

Team Scheduler/View

Patient Access & Front Office Excellence

NPS Survey - HIgh score - Review

Patient Access & Front Office Excellence

Journey - Follow up actions

Patient Access & Front Office Excellence

Lead Journey - Email or Cell Requirement

Patient Access & Front Office Excellence

Lead Journey - Duplicate Records Handling

Patient Access & Front Office Excellence

Dropped Patients - Handling

Patient Access & Front Office Excellence

Healthcare Exemption

Patient Access & Front Office Excellence