Patient Referral Management

Turn your referral management process into a forward-facing competitive advantage

Jesse Loscalzo

Jesse Loscalzo

Principal, Advisory, KPMG US

+1 651-246-3846


 

Transcript

As patient healthcare becomes more complex, referral management becomes more important. Disjointed, multi-step referral management processes can result in leakage and lost revenue, not to mention a diminished quality of care if patient needs are not met in a timely manner.

To succeed, providers must meet the rising expectations of today’s empowered, digitally savvy patients.

To address the challenge, KPMG has developed a transparent, streamlined, referral management tool. It leverages Microsoft Dynamics 365 to help organizations deliver a personalized and meaningful patient experience that connects their people, data, and processes.

In this demonstration, we show how a physician and referral agent work together to schedule a patient appointment quickly, easily and digitally.

The physician begins on the user landing page, where she and her delegates can view the status of their existing referrals— and create new ones.

To create a referral, she accesses the “Create Referral” page and enters the required information. All fields can be configured to meet the requirements of individual facilities.

The physician can see all of the referrals that she has submitted, as well as patients who have been referred to her. The system can be configured to notify physicians and their staff that a patient is referred to them via the system, email and text.

Once a referral is submitted, it is available for the referral agents to schedule

Agents access the dashboard to identify and complete their work.

As the agent selects the first referral, the Referral Request screen loads with the details.

Following the workflow, the agent enters the required information and proceeds through each step.

If agents have a question or need more information on a referral, they just add a comment—it’s then sent back to the referring physician via email and the portal.

After the referral has been processed and any needed authorization received, the agent can schedule the patient’s visit by loading the Scheduling screen.

Yellow shading on a scheduled appointment indicates urgency.

Here, work hours have been defined and are varied by resource, to demonstrate configuration flexibility.

The agent then calls the patient to schedule their appointment.

The patient is verified by validating the information required in verification rules.

The rules can be customized to meet a given facility’s requirements.

After verifying the patient, agents can return to the Scheduling screen and finish scheduling the visit. The patient then receives a confirmation and reminders via text and email.

An integrated, mobile-first, referral management process can help improve patient care, increase organizational efficiency, grow revenue, and cut leakage. Together, KPMG and Microsoft can help you turn your referral management process into a forward-facing competitive advantage.

Business led. Technology enabled. 

Learn more: read.kpmg.us/Microsoft

As patient healthcare becomes more complex, referral management becomes more important. Disjointed, multi-step referral management processes can result in leakage and lost revenue, not to mention a diminished quality of care if patient needs are not met in a timely manner.

To succeed, providers must meet the rising expectations of today’s empowered, digitally savvy patients.

To address the challenge, KPMG has developed a transparent, streamlined, referral management tool. It leverages Microsoft Dynamics 365 to help organizations deliver a personalized and meaningful patient experience that connects their people, data, and processes.