Austin Regional Clinic improves revenue cycle management by decreasing denials
How the multispeciality clinic deployed Notable to redefine the registration process and vastly reduce inaccurate patient registration data.
Austin Regional Clinic (ARC) is an independent physician-owned, multispeciality clinic serving over 540,000 patients across 33 locations throughout the greater Austin area. ARC has invested in providing a superior digital patient experience, including same-day and after hours appointments, 24/7 scheduling, and access to care teams through ARC MyChart.
But as ARC leaders continued to improve access to care, they identified increasing administrative burdens facing providers and staff. In order to improve patient, provider and staff experiences and outcomes, ARC recognized an opportunity to automate repetitive administrative and clinical tasks in the EHR the same way that a human would.
“Registration is often the first time we’re interacting with patients. We only have one chance to make it an exceptional experience. By creating a touchless system and enabling patients to complete registration at the time and place of their choosing, we can redefine digital patient engagement.”
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Like many health systems, the registration process at ARC was highly manual with staff managing multiple, often duplicative work queues for each patient at each stage of the process. And while ARC has one of the highest Epic MyChart activation rates in the country, only 20-25% of established patients complete their pre-visit registration through MyChart, and even those often require additional manual touch. ARC partnered with Notable to redefine the registration process to improve the patient experience while also decreasing denials driven by inaccurate registration data.
In response to evolving patient expectations, Austin Regional Clinic (ARC) has invested in providing a superior digital patient experience, including same-day and after-hours appointments, 24/7 scheduling, and access to their care team through ARC MyChart. But even as they continued to improve access to care services and providers, ARC struggled to cope with increasing administrative burden for providers and staff. Clinicians spent hours per day on documentation, with many spending more time in Epic into the evenings and weekends, or blocking additional time during the day to ‘catch up.’ Because of this, ARC recognized an opportunity to leverage modern technologies like intelligent automation, which uses digital assistants to perform repetitive administrative and clinical tasks the same way that a human would.