Enhancing New Patient Access with Streamlined Scheduling

The Enhancing New Patient Access with Streamlined Scheduling project aims to ensure new patients are scheduled for appointments appropriately on their first call. The approach includes benchmarking, data collection, and developing and implementing efficient workflows. The pilot in Hematology and Oncology identified opportunities to improve efficiency, while revealing challenges like complex cases and capacity constraints. The project aims to optimize patient intake processes across various medical specialties, enhancing patient flow and satisfaction while reducing wait time. Audience members will learn effective patient intake methods and the value of integrating clinical and administrative roles for better healthcare delivery.

Explain the importance of streamlining the patient scheduling process to improve patient intake efficiency and overall healthcare delivery.

Learn the elements of an improved scheduling process flow for new patients.

Authors

Laura Younan is a Senior Health Systems Engineer in the Mayo Clinic Strategy Department and Instructor of Health Care Systems Engineering at the Mayo Clinic College of Medicine and Science. She has a B.S. and M.S. in Industrial Engineering, with a focus on Human Factors and Health Systems Engineering, from the University of Wisconsin- Madison. Her areas of interest and expertise include process improvement, change management, agile delivery, and human-centered design. Laura helps Mayo Clinic’s leaders in developing and executing their innovative patient-centric strategies.

Julia Yennie, MSHCA, PT, DPT is an Operations Administrator supporting the Comprehensive Cancer Center in Arizona as well as the Division of Hematology and Medical Oncology at Mayo Clinic (MCA) in Phoenix, Arizona. She received her Master of Science degree in Health Care Administration from California College of Health Sciences/Independence University in 2009 and her Doctor of Physical Therapy degree from Simmons College in 2012. She has been employed at Mayo Clinic for 28 years and has held numerous clinical and operations leadership roles during her tenure. She is an Instructor of Health Care Administration and Physical Therapy through the College of Medicine at Mayo Clinic. In addition, she is involved in several Mayo Employee Resource Groups (MERG) and has served as a faculty member of Mayo Clinic’s Quality Academy since 2015 where she teaches the Silver Quality Essentials Course and is a project reviewer for Silver Quality projects.

Ryan Fix is the Associate Administrator for the Department of Internal Medicine and the Secretary of the Arizona Clinical Practice Committee at Mayo Clinic in Arizona. Mr. Fix has been with Mayo Clinic Arizona since 2012, contributing significantly to its status as a leading healthcare provider in the region. Prior to his current role, Mr. Fix served as an administrative fellow, operations manager, and operations administrator. During his tenure, he supported various departments, including Gastroenterology & Hepatology, Cardiovascular Medicine, Cardiothoracic Surgery, Pulmonary & Sleep Medicine, and Critical Care Medicine. Before joining Mayo Clinic, Mr. Fix completed an administrative residency with St. Clair Hospital in Pittsburgh, PA. He has held various positions at both the University of Pittsburgh Medical Center and University of Michigan Health System. Mr. Fix received his bachelor’s degree from Michigan State University and his Master of Health Administration from the University of Pittsburgh.