Business Challenge
With the nationwide push for distribution of the COVID-19 vaccine, large integrated healthcare organization was tasked with something they’d never experienced before — scheduling vaccines for their vast and diverse community. The organization was forced to pull patient access teams from imaging, perioperative services, lab, and outpatient departments to fulfill the vaccine demand, leaving revenue gaps and unfulfilled appointments in those respective departments. In short, they were losing money. Additionally, the demand was ever-changing, making call volumes challenging to predict. As a result, they needed a more sustainable approach to scheduling vaccines and providing patient portal support.
Solution
Experis Health Solutions partnered with the organization to provide a sustainable approach to caring for all patients with minimal wait times while controlling costs. We delivered a team of bilingual experienced Epic resources to cover the COVID-19 vaccine scheduling and MyChart support lines.
To navigate the ever-changing landscape of COVID-19 and comply with the nationwide push to distribute vaccines, our Consultants operated an omni-channel service desk focusing on first call resolution interactions via voice, chat, and remote desktop with each patient. For example, when a Consultant took a call, they went through a scripted questionnaire and scheduled the patient inside the client’s Epic system. They also provided the patient instructions and directions to prepare and get to their scheduled vaccination appointment. Through a consumption-based pricing model, where the client was charged only for calls handled by our Consultants, we successfully partnered to manage the set amount of reimbursement allowed for vaccination services.
Our unique solution provided a customized workflow that allowed client employees to get back to their high revenue-generating jobs, while our team effectively managed the vaccine lines and MyChart support.
United States
Experis is a global leader in IT professional resourcing, project solutions, and managed services specializing in Business Transformation, Enterprise Applications, Cloud and Infrastructure, Digital Workspace and Cyber Security. As digital transformation and acute skills shortages in tech continue unabated, Experis provides talent with the powerful combination of in-demand technical skills together with the soft skills that are critical for business success.
Results
Our Rapid Vaccination Support Solution provided WellSpan Health a sustainable approach to caring for all patients while controlling costs. It also allowed patient access teams to go back to their respective departments to handle higher priority billing procedures while successfully administering vaccines to over 360,000 patients.
Client Testimonial
“We chose to partner with Experis Health Solutions due to their sustainable approach to delivering their rapid vaccination support solution. This approach ensured our patients received quality care while maintaining minimal wait times and controlling costs. The customized workflow allowed our employees to get back to their high revenue- generating jobs, while Experis Health Solutions team effectively managed the vaccine lines and MyChart support.”
– Client
