Stranded at Reception
Every member stuck at a hospital desk, found and freed within the hour.
The job
Finds members waiting at a hospital reception for an insurance approval right now. Unblocks it with the provider, tells the member, confirms they were admitted, and puts a cost on the waiting by provider for the monthly network meeting.
The moment
The wall shows one amber card: a maternity patient has waited 52 minutes at hospital reception for an insurance approval, and is getting in touch for the second time.
The duty doctor taps Rescue, and the voice agent calls the hospital desk.
Eleven minutes later, the member replies: "I'm in now, thank you all". The timer stops at 63 minutes 12 seconds and the card moves to Freed.
The one big number on the wall, minutes given back to members today, goes up.
What it does
- Open a rescue
- Check pre-auth status
- Call the provider desk
- Notify the member
- Admission check
- Send the stranding report
What you see
A rescue rail of live cards on a grey-by-default wall, with freezing wait timers, a Freed column, 'minutes given back' as the one big number, and a hum that rises with waiting
What it moves
Minutes from "I'm at the hospital" to admission, the median and the slowest 10%, members freed within 60 minutes, and minutes stranded per 1,000 pre-approvals for each provider.
Built for
- Frontline staff
- Partners & ecosystem
- Contact-centre operations
