Ensuring the accuracy and completeness of information held in patient files is an important, but labor-intensive process. To facilitate this process, Lattice Group created a call center web application used to confirm member/patient information, including health issues, and schedule appointments as necessary.
Depending on the size of the organization, these calls can be performed either by inhouse staff or be outsourced to an independent call center. It is a process that requires the making and receiving of phonecalls to confirm member/patient information. If, during a call, it is determined that an appointment is needed or a request for an appointment is made, the Health Advocate would initiate a three-way call and enter the information into the system. The Health Advocate would then follow up with the member to confirm the provider appointment was attended.