Client Success

A leading US hospital improves operational efficiencies and reduces billing time with Digital Front Door

The client is a non-profit medical facility and an academic center with a 110-year-old legacy of serving over 250K patients annually through a network of three hospitals, 1800 physicians, 80 community-based practices, and outpatient centers.

The Challenge

The hospital faced several challenges with the existing legacy platform, including application integration issues that restricted its ability to execute several tasks, including scheduling appointments, bill payments, and maintaining health records. Furthermore, the legacy platform did allow the hospital to have centralized control over operations, offered limited customization capabilities, and provided no visibility into data analytics and reporting. Most critical workflows were manual, time-consuming, and error-prone, leading to revenue leakage.

To address the challenges, the client wanted a single centralized application that could be integrated with all the back-end systems to allow complete control of user interfaces and enable a single digital entry point for patients.

The Solution

After carefully evaluating the client’s needs and the state of the existing platform, Persistent decided to build a Digital Front Door. It implemented a single cohesive application and integrated it with existing (internal and third-party) systems. This seamless integration was critical to enable patients to access personal health records, pay bills, schedule virtual visits, and download/upload pre-visit forms.

Persistent developed a highly interactive interface that is HIPAA and PCI-DSS-compliant. It also enabled data exchange in line with the FHIR and HL7 Standards.

The Outcome

The Digital Front Door application has been implemented across all the hospital’s ambulatory practices, having more than 400 trained providers. On average, 2,000 patients — 7% of all ambulatory encounters — are engaged through virtual visits every month. The solution ensures 100% data accuracy in accessing patient records, 30% improvement in external user participation, and 40% reduction in billing processing time.

Technology Used
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