Optimizing patient scheduling process during peak hours to reduce staff workload and billing errors.

Overview:
The company’s telemedicine model struggled to handle peak hour patient volume, causing frustration and inefficiency among staff and patients. A discovery research was conducted, including stakeholder interviews, workshops, and usability testing, to identify bottlenecks. Key findings revealed that health professionals lacked adequate EMR training and used multiple disconnected platforms simultaneously, resulting in administrative burdens and billing errors.

To address these issues, a solution was proposed to integrate patient triage, scheduling, and billing into a single platform using existing in-house technology. This system automated staff workload allocation and optimized time slot availability. The new interface guided users through relevant time slots, reducing scheduling errors and administrative time. Initial implementation showed a 15% reduction in billing errors and a 40% increase in time allocated to health professionals.