Client Situation: A California-based ENT Medical Center expanded services to include COVID-19 testing for insured and uninsured patients, facing operational challenges like appointment scheduling backlog, delayed test result dissemination, patient inquiries management, HRSA billing, and efficient payment processing.
Overall Market Situation: Healthcare industry shifts include heightened privacy regulations, demanding meticulous data handling. Patient preferences lean towards subscription-based healthcare, urging facilities to adjust service delivery models.
Business Functioning: Despite proactive pandemic response, the ENT Medical Center struggled with COVID-19 test demand surge, leading to appointment scheduling bottlenecks, operational hurdles, and delayed patient care.
The medical center sought a versatile team to manage appointment schedules, handle patient inquiries promptly, and update test results accurately and on time.
The team was expected to excel in navigating billing complexities, handling charges accurately, and processing payments seamlessly.
Overall, the focus was on building a team that could handle diverse tasks with proficiency and contribute to the smooth operation of the medical center.
