Now that I have your attention, is this science fiction or something that is happening right now?
If you are a user of ACM/BPM software, this is about to become standard for such things as routine service requests by patients in the middle of the night.
Patients are already used to the idea of logging into airline portals and making/changing reservations – logging into a healthcare agency portal to request or change an appointment is not much different.
The range of services available at a healthcare portal can extend to requesting copies of the agency’s patient bill of rights, registering at programs and groups, even settling account balances.
The reason agencies invest in patient portal facilities is that it allows auto-attendants to process requests that would otherwise involve Front Desk or Back Office staff time.
A robot task can receive and process at 3 AM an urgent request by forwarding a call to a healthcare worker at home.
The way all of this works is the patient goes to the portal and fills in a services request form and clicks on submit.
If the request is a routine request, the auto-attendant processes the request and the response immediately goes back to the patient at the portal. If the request requires human intervention, the auto-attendant either invokes emergency processing or posts the request to staff Orders InTrays for action.
Portal Plug-Ins implement bi-directional data exchange at agency portals for offline service request processing – the service can be upgraded to include video and two-way document/data exchange.
K W Keirstead
800 529 5355