Wk 2, OPS 574: Statistical Process Control Methods

Process Improvement Flowchart

Christine Ledford

University of Phoenix

Dr. M. Lindquist

March 13, 2023

Process Improvement Flowchart

A process metric is a quantitative indicator of a process's efficiency and effectiveness. For every observer or creator of a process, the three most important indicators are inventory, flow rate, and flow time (Cachon & Terwiesch, 2020, Chapter 2, pg. 29 - 30). The current process at Hendrick Health involves scheduling an appointment, insurance verification, pre-registration, and registration. An analysis of the current and future flowchart will be evaluated.

As Is Process Flowchart

Process Overview

The current process at Hendrick Health involves scheduling an appointment, insurance verification, pre-registration, and registration. The current process is causing delays and inefficiencies in Hendrick Health's revenue cycle. In order to improve the process, process improvement techniques are needed to reduce errors, streamline the process, and improve overall customer satisfaction (Antony et al., 2019).

Process Evaluation and Improvement

Metrics to measure the current process include the average time it takes a patient to complete the process, the number of errors in patient data, and the number of patients that abandon the process. Process improvement techniques can be used to reduce errors, streamline the process, and improve overall customer satisfaction (Vermaelen & Kovach, 2021). To improve the process, the scheduling process should be made more efficient with automated appointment reminders. The insurance verification process should be automated with a system that can quickly and accurately verify insurance information. The pre-registration process should be updated to allow patients to complete the process online and provide pre-filled information to reduce errors (Vermaelen & Kovach, 2021). The registration process should also be automated, with a system that can quickly and accurately verify patient information to reduce waiting times.

Process of Future State. The improved process flowchart would look like the diagram below. The future process will be more efficient and reduce errors, leading to fewer delays and improved customer satisfaction. The metrics used to evaluate the current process such as average time, errors, and abandoned process will be improved by utilizing process improvement techniques.

Process Improvement Project. The process improvement project involves implementing the process changes outlined above to improve this process in the revenue cycle. Implementation includes automating the scheduling, insurance verification, pre-registration, and registration processes (Pourbafrani & van der Aalst, 2022). This will involve the development of automated systems to streamline the processes and reduce errors. The project will involve updating the pre-registration process to allow patients to complete the process online and provide pre-filled information to reduce errors (Ecar et al., 2020). The registration process will be automated, with a system that can quickly and accurately verify patient information to reduce patient wait times.

Conclusion

The process improvement project outlined above will lead to an improved process with fewer delays and errors. The process will lead to improved customer satisfaction and an increase in the metrics used to evaluate the current process. By implementing process improvement techniques, Hendrick Health will be able to improve its revenue cycle and ensure that patients receive a high quality of service.

References

Antony, J., Lizarelli, F. L., Fernandes, M. M., Dempsey, M., Brennan, A., & McFarlane, J. (2019). A study into the reasons for process improvement project failures: Results from a pilot survey. International Journal of Quality & Reliability Management, 36(10), 1699–1720. https://doi.org/10.1108/ijqrm-03-2019-0093

Cachon, G., & Terwiesch, C. (2020). Operations management (2nd ed.). McGraw-Hill.

Ecar, M., da Silva, J. P. S., Amorim, N., Rodrigues, E. M., Basso, F., & Soldá, T. G. (2020, October 1). Software process improvement diagnostic: A snowballing systematic Literature Review. IEEE Xplore. https://doi.org/10.1109/CLEI52000.2020.00025

Pourbafrani, M., & van der Aalst, W. M. P. (2022). Interactive process improvement using simulation of enriched process trees. Service-Oriented Computing – ICSOC 2021 Workshops, 61–76. https://doi.org/10.1007/978-3-031-14135-5_5

Vermaelen, N. & Kovach, J. V. (2021). Driving meeting effectiveness through organizational process improvement—A Lean Six Sigma case study. Organizational Dynamics, 100827. https://doi.org/10.1016/j.orgdyn.2021.100827

Scheduling prcocesses order

Scheduler prints appointment reminder and mails it to patient

Registration

Insurance Verifier calls payor to obtain eligibility and pre-authorization

Pre-registration

Scheduling prcocesses order

Automated appointment reminder

Registration

Insurance Verifier electronically process eligibility and pre-authorization

Online Pre-registration