Mission:

To improve processes in their radiology unit to create financial savings and superior customer service.  We were charged with developing and implementing new processes to improve inter-departmental customer-centric systems of operation, communication and relationships with physicians’ offices to schedule customers for specialized radiology healthcare services.  Additionally their desire was to grow the radiology business to significantly enhance the network’s financial strength and enhance their competitive position in the marketplace.

Description of Market Offering:

• Operation Processes and Implementation;

Process of Market Offering:

Assessment -

SL&A did an assessment that included the following:

Met with key doctor’s offices that refer patients to the institution for radiology appointments; Interviewed personnel and physicians that interface with central scheduling; Developed a survey with both quantitative and qualitative questions to gain insights into how personnel and physicians thought about the current service and identify areas of opportunity; Interviewed and observed central scheduling personnel; Met with IT and Imaging to receive feedback on their interaction with central scheduling; Investigated technology opportunities for the central scheduling organization.

Planning -

We established a Project Charter to clarify objectives.  We reviewed documentation, processes, metrics and date to establish a baseline, Interviews were conducted (process, customer service, and technology).  Gaps were identified and areas of improvement uncovered.  Key findings were categorized into the following areas:  Access to Central Scheduling; Representative handling, fax orders, services offered and Other.

Implementing and Aligning -

Recommendations were categorized based upon Staffing, Process/Procedure, Technology/System, Strategic/ and High, Medium/Low Priority for      implementation. We trained the staff in registration best practices and a new registration model.  We developed a dashboard for the Director of Radiology to manage the new process.  We measured inputs/outputs of the registration process and developed a final registration document outlining the new registration process, staffing, resources and technology for increased throughout.