Opportunity

This leading healthcare organization specializes in specialty medical services, offering a range of diagnostic imaging services such as X-rays, MRIs, CT scans, ultrasounds, and other radiological procedures. They process millions of order intake faxes annually. These faxes are manually entered into back-end systems, resulting in errors, delays, and occasionally the loss of new patients to competing organizations.

Solution

Ushur Intelligent OCR:

• Scans inbound faxes and extracts key data with confidence scoring.
• Seamlessly ingests extracted data into Salesforce and backend systems.
• Eliminates manual data entry, reduces errors, and speeds up the intake process.

Ushur’s Omnichannel Engagement Platform:

• Automates downstream processes post order intake.
• Utilizes omnichannel Customer Experience Automation for collecting missing information, enabling self-scheduling, pre-visit education, and patient intake documentation.
• Facilitates strategic patient outreach for reminders, campaigns, and emergency communications.

Agent Initiated Functionality:

• Allows live agents to securely collect missing information from orders and documentation via the HIPAA-secure Ushur Invisible App during phone calls.

Results

• Workflow Optimization: Increased speed and accuracy of document processing.
• Data Confidence and Accuracy: Covers multiple patients, languages, and document types.
• Patient-Centric Engagements: Swift engagement via immediate digital messages. Secure, two-way digital self-service through Ushur Invisible App.
• Empower Citizen Developers: Non-technical staff can independently create and refine campaigns. No-code platform increases agility and flexibility.