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Objective:
- Provide skilled and expert MROAs to sort client data and validate Chain of Custody Forms (CCFs)
- Ensure accurate submission of data for diagnostic processes
- Increase the number of CCFs handled, particularly for special cases
- Decrease the average handling time per call
About the Client
Verify Diagnostics (VD) is a leading provider of diagnostic testing services, specializing in laboratory testing, toxicology testing, and various other medical testing services. Their mission is to aid in the diagnosis and treatment of medical conditions by delivering timely and accurate test results. Verify Diagnostics assure that healthcare providers have access to critical diagnostic information that supports effective patient care.
Challenges
Challenge 1:
Verify Diagnostics required MROAs to categorize client and customer information into results-based categories Red, Yellow, Green (RYG) to streamline the diagnostic process. This was highly important especially for special medical cases and timely follow-ups. Additionally, the MROAs needed to validate the completeness of data for the Chain of Custody Forms (CCFs). Any missing or incorrect information could lead to delays or inaccuracies in diagnostic reporting that eventually affect patient care.
Challenge 2:
MROAs were also expected to handle a high volume of inbound and outbound calls in the diagnostic process. Their responsibilities included facilitating the triage and delivery of diagnostic results to make sure that results were transferred to doctors and confirming the availability of results with patients and healthcare providers. Additionally, they were tasked with addressing any inquiries related to diagnostic procedures, issues that might arise during the process, and updates on the status of diagnostic reports.
The Solution
Solution to Challenge 1:
Splace BPO provided a team of MROAs who maintained high productivity by completing the assigned Chain of Custody Forms (CCFs) on a daily basis. They made sure that each form was handled successfully and accurately. Also, the team generated detailed productivity reports that tracked the progress of the CCFs handled. These include the average time spent on each case and the percentage of accomplished calls, both inbound and outbound. The reports were super helpful for keeping track of their performance and finding ways to maintain that everything stayed efficient and high quality.
Solution to Challenge 2:
The team had daily check-ins with Verify Diagnostics to ensure everything was on track and that there were enough people to handle all the cases. They held regular communication to discuss the day’s workload, address any challenges that arise, and make any necessary adjustments to staffing. This constant coordination allowed for immediate feedback and quick resolution of any issues. Splace BPO also highly prioritized that there were always enough MROAs available to handle the workload. This approach not only guaranteed that all cases were completed on schedule but also helped maintain a high level of service quality and client satisfaction.
The Results
Splace Solutions increased the number of reports and Chain of Custody Forms (CCFs) handled by their team with a tenfold increase augmenting the average from 589 in Quarter 4 of 2023 to an impressive 5,339 in Quarter 2 of 2024. This boost in productivity was a result of several key factors including the implementation of better systematized workflows, the expertise of the MROAs, and the strong support and communication with Verify Diagnostics. Splace was able to meet and exceed the client’s needs by upgrading processes and equipping each team member to handle their tasks. This enabled Verify Diagnostics to deliver timely and proper diagnostic results to their patients. This also showcased Splace’s approach to the importance of having the most reliable team to manage critical healthcare operations.
In addition to this, MROAs at Splace have also reduced the average handle time per report or Chain of Custody Form (CCF) by 144 seconds from Quarter 4 of 2023 to Quarter 2 of 2024. This processing time indicates how the team improved to manage and complete each report faster. This enhancement was achieved through careful planning, refined workflows, ongoing training, and process progression. As a result, Verify Diagnostics was able to accelerate the delivery of diagnostic results, leading to faster turnaround times and greater overall productivity.
With regard to the challenge of handling inbound and outbound calls, Splace brought on board a Quality Assurance (QA) Team to closely monitor the performance of the MROAs. This team conducted regular audits and provided detailed feedback that was also the basis for continuous improvement. Thus, it also warmed up and boosted the team’s productivity to meet the high standards.
Data:
Reports (CCFs) handled
Time Spent per Report
Conclusion
It’s evident that our approach at Splace BPO had a positive impact on Verify Diagnostics. The improvement in both the CCF processes and diagnostic reports has not only helped VD in terms of its operation but also an immediate response to the need for medical care services. Looking ahead, this experience has reinforced our belief in handling similar high-impact projects. This has also sparked our aspiration to take on more projects in healthcare and beyond. We’re excited about the many opportunities to apply our proven strategies and expertise to new challenges, continually striving to enhance service quality across a broader spectrum of industries.
About SPLACE
Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.
If you are interested in Splace’s Business Process Outsourcing Solutions,
email: ceo@splacebpo.com or call us at +1 503 488-3540.
