Process Encapsulation and Metrics, Exercise 2

Define what you believe to be the service(s) in this process:

To schedule appointments, to collect and validate patients information, to update patients information after doctor evaluation, to send information to insurance company and send customer a Super Bill

A.) To schedule appointments
1.) The client: Patient, doctor, personnel
2.)The client’s PTBS: Finding a time that is right for both the patient and the doctor, accurate and fast scheduling
3.) Client satisfaction metrics: Convenience in requesting an appointment, the time until the patient can see the doctor, and ability for patient to change appointment date/time if needed.
4.) Corresponding steps: Patient initiates appointment request, personnel finds time slot convenient for customer, inputs needed information, reminds patient of appointment time, then the patient should arrive.
5.) The process owner metrics: Wait time on the phone and the time it takes to make an appointment.

B.) To collect and validate patient’s information (Internal and external)
1.) The client: personnel, patient
2.) The client’s PTBS: validate patient schedule and insurance/driver’s license information
3.)Client satisfaction metrics: all previous data should be accurate and easily accessible, insurance processing should be quick
4.)Corresponding steps: pull patient data, request info/validate information, input additional information
5.)The process owner metrics: data accuracy, availability, processing speed

C.) Update patient’s information after doctor evaluation
1.) The clients: patient, personnel
2.) The client’s PTBS: making sure the personnel is aware of the procedure that was completed and any new prescriptions
3.) Client satisfaction metrics: immediate staff availability, no additional forms
4.) Corresponding steps: Input vitals, diagnosis, and prescription data
5.) The process owner metrics: input time/patient, and processing time/patient

D.) Request Co-payment:
1.) The client: patient, personnel
2.) The client’s PTBS: paying for services
3.) Client satisfaction metrics: the service cost is within expectations, no waiting to pay
4.) Corresponding steps: requesting co-payment from patient and generating receipt
5.) The process owner’s metrics: check/cash/card payments are processed quickly so new patient can be handled

E.) Send Information to Insurance Company (external) and bill customer a Super Bill
1.) The client: personnel
2.) The client’s PTBS: Update insurance company on patients procedures and collect money for services
3.) Client satisfaction metrics: Insurance provider is readily accessible, and collecting money without hassle
4.) Corresponding steps: send information to insurance company
5.) The process owner’s metrics: the time between processing claim and sending information to customer and doctor’s office