Here are three things to know about the new methodology.
1. The new queuing methodology automatically prioritizes work based on the customer’s agreed upon business rules and distributes accounts to individual associates for research and follow up, the company said. Customers can adjust the business rules through Access Healthcare’s arc.in platform.
2. The goal with this process innovation is to increase efficiency across Access Healthcare’s accounts receivable services, including accounts receivable follow up, denial management and credit balance.
3. Devikala R., head of call center operations at Access Healthcare, said of the new queuing methodology, “Each account represents a patient whose experience is completely unique, so we have to treat it as such. This queuing methodology allows our associates to spend their time understanding that experience, analyzing the situation and deciding on next steps. Not combing through accounts or coordinating with team leaders to determine what they should work on next.”
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