Problem Statement

Clinical communication tasks require reading messages and routing information accurately and promptly, and handling them manually consumes clinical staff time and can slow the response a patient or provider is waiting on. During COVID, results had to be compiled, screened to exclude patients who shouldn't be called, and passed to an automated phone system for outreach, with outcomes documented and positive patients enrolled in symptom monitoring. Coordinating that volume by hand was slow and error-prone, and a missed call meant a patient didn't learn a result that mattered.

Automation Solution

This automation compiles COVID test results from SQL with current patient data, excludes deceased and long-term-care patients, passes call-out lists to the IVR system for patient notification, documents call outcomes in Epic, and enrolls positive patients in IVR symptom monitoring.