Unite an acquisition strategy with an intake and admissions platform for addiction recovery

 


Delivery Setting
Behavioral Health

Customer Profile
A nationwide 18-facility addiction recovery organization quickly acquiring additional facilities and expanding existing service offerings

Business Problem
As a result of an aggressive acquisition strategy, the organization had purchased several behavioral health providers and was relying on patched-together technology solution of several legacy enterprise systems. In addition, the organization was relying on the electronic health record as its primary customer relationship management tool.

Solution
The organization operated a centralized inbound contact center to handle the pre-admission process for all facilities across the nation. Status:Go created a comprehensive contact center and pre-admission solution to support the process consisting of the following functionality:

  • Guided patient pre-qualification and information gathering module, including qualifying questions, program education, and outbound referral tracking
  • Clinical decision-support tool for determining required level of care
  • Clinical assessment module to capture required information including treatment history, previous diagnoses, and medical history
  • Administrative assessment module to capture required information including legal history, travel preferences, and relevant information
  • “Red Flags” identification—facility specific requirements for admission; e.g., ability to ambulate on cobble stone pathways
  • Insurance information gathering and real-time eligibility check and verification of benefits
  • Telephone system (CTI) integration
  • Multichannel live chat functionality
  • Integration with air travel reservation system and sober escort car service providers
  • Estimated out-of-pocket treatment cost calculator including level of care, specific facility, and associated travel expenses
  • EHR integration to append pre-admission information to patient record

In addition, an Alumni Program CRM module was created to notify alumni program staff of patient discharge and allow coordination of step up/step down program transfers.

Results

  • The stage-gate, pre-admission process improved admission decision efficiency by reducing average days to decision from nine to three, six months following implementation
  • 14% total increase in enrollment across all program sites, six months following solution implementation
  • Improved efficiency in bed utilization as a result of newly available bed board visibility
  • Ability to establish, monitor, and manage internal service-level agreements across the pre-admission and patient intake processes

Let’s get started.

The first step: Getting on the phone to discuss your project.

Status:Go creates software for healthcare delivery organizations so they can improve operations, execute strategies, andtry new ideas.
 
We know healthcare, Salesforce, and how to get things done.
 
You’ve prepared your people for industry change with strategy. Now give them the tools to execute.

Project Experience

We’ve helped every type of healthcare delivery organization execute on a variety of strategies.

Status:Go creates software for healthcare delivery providers to improve operations, execute strategies, and try new ideas.

We know healthcare delivery, Salesforce, and how to get things done.

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