Inbound Calls
Patient Access & Front Office Excellence
- Capability status
- To be confirmed with PRN
- Transformation phase
- To be confirmed with PRN
- Effort
- To be confirmed with PRN
Current State / What We Learned
Observed today, as captured in the corrected assessment.
• Answers ALL calls received in clinic (exception is those select brand/locations supported by HUB/ CC/AI WA)
Desired Future State
The target way of working PRN and Raintree are aiming for.
• PSR takes existing patient calls, AI/HUB escalations & referring physician calls (significant call volume shift to AI/HUB; allows PSR to provide best in class customer service in clinic)Goal is to remove the phone so front- facing reception is never distracted. AI will eventually replace IVR (all calls not just patient scheduling)
Requirement / Gap
Not applicable
Raintree Recommended Path
Explore potential integration with 8x8 via APIs - Gateways™
Dependencies / Considerations
RT NA- (8x8 & Confido provide)
Outstanding Questions / Decisions
Not applicable
Evidence
Placeholder remains in source assessment
Source
Detailed Transformation Assessment (Corrected)Related opportunities
Related by workstream and subject matter. These are not stated dependencies unless the assessment says so.