Case Study: ProHealth Care achieves accurate patient intake and faster scheduling with Ultimus BPM Suite

Central Scheduling Call Center Patient Questionnaire Intake and Processing

ProHealth Care, a regional critical and primary care provider in Southeast Wisconsin with nearly 1,000 physicians and 6,000 employees, faced inefficiencies in its Central Scheduling Call Center that handles over 500 scheduling calls daily. Handwritten patient questionnaires were often illegible or incomplete, required repeated entry for each visit, and forced schedulers to leave phones to fax forms—causing delays, errors and poor patient and staff satisfaction.

By deploying Ultimus’ BPM solution to automate patient questionnaires, ProHealth introduced mandatory electronic fields and automatic routing to the appropriate departments, producing legible, complete forms and minimizing time schedulers spend off the phones. The change eliminated redundant data entry, improved patient throughput and customer/staff satisfaction, and allowed electronic forms to be stored in the patient’s record for regulatory compliance.

Prohealth Care