Case Study: Enhancing the workflow & operational efficiency of Gynecology Care with RPA
Our client, Gynecology Care, is an established gynecology practice based out of Maryland.
They are led by a team of senior gynecologists from one of the largest government healthcare institutions in the US. They have treated and provided care to thousands of women across the country with their years of expertise and experience in the field.
*Disclaimer – The name “Gynecology Care” is a placeholder as there is an NDA signed between both parties.
One of the significant issues faced by our client was the management of administrative operations.
The limited workforce dragged down operations with managing appointments, answering FAQs, etc.
The turnaround time for each of these patient queries was stretched out, resulting in poor patient management.
It was also challenging to cater to queries outside of operational hours, with a limited workforce.
Maintaining a 24×7 support service was nearly impossible.
High workload also led to stress and burnout of administrative staff.
Managing paperwork and documentation also led to increasing operational costs.
All these issues contributed to poor workflow efficiency, and the end-user experience suffered.
The client’s preference was to build the bot on a platform that would be easily customizable. It should allow non-tech folks on their side to manage and update it from time to time. Given that CapMinds ticked all the boxes with its no-code chatbot builder, they proceeded to lock it down as the preferred platform.
To improve workflow and operational efficiency for our client, CapMinds designed channel-specific chatbots.
WhatsApp – We decided to deploy a chatbot on WhatsApp as it is widely used and offers a more personalized experience for the consumer. Our client could connect with the users & send targeted alerts for reports, reminders, and appointments.
Facebook Messenger – They were already getting queries on their Facebook page. But the conversations were not streamlined, leading to mismanagement and loss of leads. A chatbot on Facebook Messenger automated & optimized booking appointments with a specific physician. It also answered FAQs.
Automated the following functionalities –
Selling Health Packages – Via the chatbot, the customer can get all the information about various health packages. The chatbot gives vital data on what each health package includes, the target age group, the services involved, pricing, and more.
The chatbot gives all of the information in a conversational manner, which makes the bot more personalized and engaging. The customer can choose a package as per their preference and proceed to book an appointment.
Booking Appointment – The chatbot automated the appointment booking process. It streamlined all the activities involved in appointment booking instead of involving a lot of staff.
For this, the chatbot was integrated with the Google Calendar of each doctor. The chatbot first asks a few questions to measure the symptoms the patient is experiencing. Based on the answers, the chatbot pulls out a list of available and relevant doctors.
The patient can then select an available time slot and book the appointment. This is then reflected in the client’s system as well as the doctor’s calendar. The WhatsApp chatbot also sends reminders to the patient about the appointment to cut no-shows. Using the bot, users can also reschedule or cancel their appointments.
The client benefited from the easily customizable bot
It gave the consumers a personalized experience
The client easily connected with the users
Increased efficiency in patient management providing more time
The chatbot streamlined conversations and automated answering queries
Eliminated the challenge of a limited workforce & provided 24/7 support service
Dramatically decreased the stress and burnout of admin staff
Operational costs decreased with automated workflow
The solution improved the workflow & operational efficiency of our client and satisfied the end-users.
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