Transforming Health Care for
HEALTHPROMED
HealthproMed is a non-profit organization with more than 25 years of experience, focused on providing primary and preventive health services in Puerto Rico. Recognized as a Federally Qualified Health Center, it has six clinics being the main health provider for the Medicaid-eligible population.
Alongside London Consulting Group, HealthproMed launched the project named “RENOVA” to modernize and optimize its processes in key areas such as Patient Registration, Call Center, Billing and Collections, Clinical Care, and Pharmacy. The objective was to increase access to primary healthcare and improve the patient experience, preparing the organization for a crucial assessment by HRSA.
REVAMPING PROCESSES FOR EFFICIENT HEALTHCARE
HealthproMed faced several challenges, including low visibility of its operational indicators, limited interdepartmental communication, and the need to implement long-term, sustainable improvements.
- Sustainability of improvements: The organization sought to ensure continuity of improvements after project completion.
- Operational visibility: Improve performance measurement and tracking of key indicators.
- Interdepartmental communication: Create effective communication and collaboration between different areas of the organization.
- Preparation for federal assessment: Align processes to comply with HRSA standards to ensure federal funding.
IMPROVING PATIENT EXPERIENCE AND OPERATIONAL EFFICIENCY IN PRIMARY HEALTHCARE
HealthproMed, with the support of London Consulting Group, sought to innovate in critical areas to improve patient experience and process efficiency, optimizing everything from appointment management to prescription supply. This was expected to have a positive impact on both the quality of care and the financial sustainability of the organization.
- Increase medical productivity and reduce patient absenteeism.
- Optimize response time in the Call Center and streamline billing and collection processes.
- Strengthen inventory management in the Pharmacy to ensure the availability of drugs.
KEY INITIATIVES FOR SUSTAINABLE TRANSFORMATION
Since October 2023, HealthproMed and London Consulting Group worked together to redefine healthcare through more efficient and tailored processes. Some of the most notable achievements were:
- 01 Registration and Call Center
- 02 Patient Flow
- 03 Billing and Collections
- 04 Pharmacy
REGISTRATION AND CALL CENTER
Implemented phone answering software and redesigned the appointment confirmation process, increasing call answering by 51%.
PATIENT FLOW
Creation of a patient categorization model and redesign of the clinic layout, reducing waiting time and improving service.
BILLING AND COLLECTIONS
Prioritizing the recovery of denied invoices and defining a capacity plan, achieving a reduction of 6.3 days in the billing cycle.
PHARMACY
Optimization of inventory and definition of a staffing plan, achieving a 1.4% increase in the on-time dispensing of medications.
EXCEPTIONAL OPERATIONAL EFFICIENCY
Thanks to the solutions implemented, HealthproMed experienced a significant transformation in its operations, enabling better care for its patients and a more agile operation of its health centers.
- 01 Registration and Call Center
- 02 Patient Flow
- 03 Billing and Collections
- 04 Pharmacy
Registration and Call Center
51% increase in call response and a 15-second reduction in medical consent filling time.
Patient Flow
Reduction of 2.5 minutes in patient preparation and 0.82 days in closing encounter documentation.
Billing and Collections
60% increase in billing productivity and a 27% decrease in bill denials.
Pharmacy
17% increase in digital prescriptions and improved dispensing of specialty medications.
These results have allowed HealthproMed to strengthen its role as a leader in primary health care in Puerto Rico, ensuring a better experience for the community and preparing for future challenges.
THE VOICE OF OUR CLIENT
“The project undertaken with LCG not only raised operational efficiency and service quality but also transformed the vision of the management team in terms of recognizing the organization's ability to position and distinguish itself within the industry, without fear of the challenges we face.”
-Ivonne I. Rivera Hernández
Executive Director
TAKING THE HEALTHCARE INDUSTRY TO THE NEXT LEVEL
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