Lessons Learned Deploying Contactless Pre-Registration and Intake

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The continuing COVID-19 pandemic highlights the need for safer patient access across large health systems and provider groups.

As the coronavirus pandemic enters its second wave across the U.S., health systems need to address patient anxiety about the safety of visiting healthcare facilities. One of the most visible processes that is ripe for a contactless approach is patient pre-registration and intake. Instead of expecting patients to complete these tasks in the waiting room or moving to a labor-intensive phone-based process, many organizations are implementing a mobile self-service approach leveraging patients’ own devices.

Watch this webinar to hear first-hand experiences

Sterling Lanier, R1 RCM SVP of Patient Experience shares from his 10+ years of guiding leading health systems through digitizing the intake process. He shared how leading organizations are using a contactless approach and key considerations for success:

  • Visualize the Contactless Process: Consider from patient, provider and staff points of view what specific steps each will complete before and after patient arrival, including payment.
  • Apply Change Management Principles: Work with key stakeholders, including in-clinic teams and physicians, to prioritize rollout plans across settings and locations to drive adoption.
  • Optimize for a Digital Workflow: Avoid digitizing broken paper-based processes by identifying, standardizing and optimizing the digital forms, screeners and consents needed across specialties.
  • Improve Data Access and Accuracy: Leverage self-service to reduce administrative tasks while improving availability of patient data to clinical teams prior to their encounter.

Presenter: Sterling Lanier, R1 RCM SVP of Patient Experience and Founder of Tonic Health

About the Speaker: 
Sterling Lanier is the SVP of Patient Experience at R1 RCM. Prior to joining R1, he co-founded and served as CEO of Tonic Health from 2010 until its acquisition by R1. He brings more than 10 years’ experience working with large enterprise health systems, including New York-Presbyterian, Shriners Hospitals for Children, Emory University Health, and Boston Children’s Hospital, deploying and optimizing patient intake, mobile pre-registration, and patient reported outcomes.

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