Prescription Renewal: Giving them the slip Presented by: Lisa Olson, Thom Parrotti, Mary Schiller Notify MD-Lisa Olson Franklin, TN Background: 20 years experience 18,000 physicians 75,000 patient encounters daily 6 call centers Services Daytime call management After hours Appointment confirmation Lab results Outbound care compliance Speech to text dictation 1
Typical Patient RX Experience Patient calls in and listens to Auto Attendant Patient Transfers to Receptionist Receptionist places caller on hold Nurse is not available to take call Patient leaves message in voicemail Message does not have all info to fulfill request Call back is made but patient is no longer available for return call Typical Patient RX Experience Nurse leaves message and process is repeated Chart is pulled by clerk and process for fulfillment starts Total time elapsed = 6 hours Facts about Medical Practices Average physician/provider gets 100 calls per day Approximately 10-15 % of those call (depending on specialty) are RX refills 2
Application- Benefits to Practice Call type is known to operator Data collection defined by script Caller is given call back expectation Decrease call volume/repeat calls Reduce liability Frees clinical staff Quicker response to patient Voicemail generates 1.5 additional calls Messages can t be prioritized Patient satisfaction Sample Template and Greeting See attached for example template and Greeting Things to remember when building RX renewal scripts and greetings 3
Benefit to you Average length of call 2-3 minutes Priced at $1.10 to $1.60 per minute $$$$$$$$$$$$$$$$$$$$$$$$$$$$ Bassett Healthcare-Thom Parrotti Cooperstown, NY Background- Main Access Center for Bassett Healthcare Corporate offices: Cooperstown, New York - supporting 4 Hospitals and 24 Regional Sites across Central New York Annual Volume of over 5 million calls in 2007 Multiple call processes: Main Board, Code/Emergency, Scheduling, Paging, Messaging, After Hours, Web Directory/On-Call, Pre-Reg Calls, ED Follow Up Calls, Patient Transportation, Regional Support, Alarm System Monitoring FOR MORE INFO... Contact Thom Parrotti, Director Bassett Call Center thomas.parrotti@bassett.org 4
History of RX Renewal Line Primary Care Secretaries processed all RX Renewal requests Staff reduced from 4 to 2 Secretaries RX Renewal requests not being processed in timely manner 50% of volume due to RX Renewal requests High volumes were confirmed by queued Lines reporting solid stats Based on this, Call Center applied dept. staffing model to volumes 2.4 FTE positions added to Call Center to focus on RX Renewals New Process Front End Menu for secretaries re-routes prescription renewal requests to Call Center Rep takes I Series Message ticket (sample follows on next page) Rep utilizes Meditech s drug lookup utility via searchable web-page link Message is sent to appropriate secretaries account for covering provider by Ultracomm Secretary verifies renewal request in Meditech Secretary prepares actual script for Provider s signature. Sample Message Ticket & Utility Lookup Enter the partial drug name you wish to look up, and click search. Drug: Leva There were 27 possible matches for Leva : Levacet Caplet 1 TAB Levalbuterol Hcl 25 GM Levall 5.0 Liquid 473 ML 5
Statistics 100 80 60 40 RX Renewal Service Levels 20 0 PRE new process POST new process Implementation Marketing Challenges Work-Arounds Brody School of Medicine-Mary Schiller Greenville, NC 6
Background: Brody School of Medicine Contact Center is located in Greenville, North Carolina Joint ownership with Pitt County Memorial Hospital We currently have approximately 3300 physician and resident accounts We provide support to approximately 50 clinical sites Average annual call volume is 300,000 24 hour service, 365 days a year with 8 full-time, and 11 part-time agents Our Mission: To develop an all-source, multipurpose Contact Center that supports East Carolina University s Division of Health Sciences and Brody School of Medicine Physician s Group Practice, and integrates with the Pitt County Memorial Hospital Call Center. Services Provided using the Electronic Medical Records Patient information verification General appointment information (date, time, clinic location, directions) Prescription refill and medical test results requests Administrative and Academic messaging suppport Physician s Answering Service 7
Benefits to the Physician s s Group One Call - call resolution Standardized processes High level of professionalism and customer service Reduced OnCall paging Reduced liability Reduced abandonment rates More efficient Adverse Weather processes One-call Call Resolution Prescription Refill Assistance 8
Pharmacy Information Messaging Summary Using the EMR More convenient More accurate More efficient Reduces liability 9