Onboarding the Patient Manually

Review the manual onboarding steps staff follow before approving or rejecting a patient.

The clinic’s back-office staff currently follows a manual business process to onboard a new potential patient. The steps involve:

• Verifying the patient lives within 400km of the clinic

• Evaluating the insurance reimbursement risk for the procedure they seek by researching past cases

• Deciding whether to approve the new patient’s request

• If approved, then provisioning an account for them to access the clinic’s portal application

• Periodically checking to see if newly-approved patients logged in to complete their registration

If any of the steps results in a decision to reject the patient’s request, a staff member writes an email to the patient apologizing and explaining they need to seek their care at another facility.