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Closed-Loop System Improves Nurse-Line Communications, Client Care | Healthcare

The hands of a female doctor typing on a keyboard

RRD worked with the client to create an advanced platform to manage all standardized materials and CRM functions

CHALLENGE

In today’s technology age, nurses can now be on call for patients anytime, from anywhere. That’s the case for a large healthcare organization that serves 74 million patients, 300 health plans, and 67,000+ pharmacies nationwide.

This RRD Healthcare Solutions client employs thousands of nurses who field inbound telephone calls around the clock. Their mission is to help patients find the right care at the best value. A key tool at their disposal is a library of printed information they can send to patients.

While this content has helped many patients, the client lacked standardized information management and production systems, causing significant problems:

  1. Each nurse was responsible for individually determining which materials to send to members. This process was time-consuming and had no safeguards to prevent sending incorrect, outdated, or duplicate information.
  2. Materials were printed and fulfilled at several facilities. There was little coordination between locations, no tracking capabilities of what content was being sent, and difficulty managing patient information.

With so many different materials and fulfillment methods, the client struggled to control costs. And with several acquisitions on their plate, they were rapidly growing. To stabilize the situation, the client sought new solutions to:

  • Standardize processes
  • Seamlessly interface with their CRM
  • Deliver transparency to manage spend
  • Support more rapid onboarding of newly acquired organizations

SOLUTION

For this customer, the RRD Healthcare Solutions group was this client’s “on-call button.” RRD’s experts worked with the client to create an advanced platform to manage all standardized materials and CRM functions. They weeded out duplicate or outdated content and other process errors.

RRD created a closed-loop system designed to seamlessly integrate with their CRM to provide nurses with an integrated tool. This tool helps them identify the right materials to mail to each patient on the line through a series of relevant questions. This approach reduced the number of materials needed, and decreased keystrokes for nurses when ordering materials.

This transparency into CRM operations would provide detailed, secure, and accurate information on patient records and material ordering status. RRD managed all front-end data capture, eliminating the need for the client to capture and transfer data manually.

RESULTS

The program expanded to fill approximately 120,000 orders nationwide each month through four separate RRD Healthcare Solutions specialized facilities.

With offices all over the country — and an aggressive plan to acquire new companies — the client gained confidence. They now had a consistent platform for all nurses to use. Brand standards, standardized content, and secure CRM processes remain constant whenever and wherever the system is used.