Leveraging Automated Workflow and Standardized Processes to Optimize Specialty Care Access

This presentation outlines the implementation of a standardized workflow, "Pending Open Access" (POA), designed to optimize access to specialty care appointments in high-demand practices. The POA system automates scheduling workflows, tracks unscheduled appointments, and provides real-time reporting to address appointment backlogs and improve scheduling efficiency.

Key features include automated tagging of unscheduled appointments, enabling practices to prioritize and align provider schedules as calendar slots become available. Additionally, POA enhances patient communication by sending automated updates on appointment availability and waitlist status, ensuring transparency and timely responses.

Early outcomes show significant reductions in appointment delays and improved patient satisfaction, while data-driven insights allow for better resource management. This scalable system improves workflow efficiency across specialties, supporting continuous improvement through monthly strategic reviews.

After attending this session, attendees will be able to design and implement comprehensive automated workflows that optimize scheduling efficiency in high-demand healthcare settings, using real-time data integration and system automation to streamline patient access, reduce appointment backlogs, and improve overall care coordination.

Attendees will be able to apply advanced, data-driven strategies to effectively align provider schedules with patient demand, ensuring optimal resource allocation and operational efficiency while minimizing delays, bottlenecks, and inefficiencies in healthcare systems across various specialties.

Attendees will be able to explain the role of automated communication workflows in enhancing patient engagement, transparency, and satisfaction by providing real-time updates on appointment availability, reducing manual intervention, and improving overall patient experience.

Author

Ben Encinas is an accomplished professional with expertise in industrial engineering, healthcare operations, and process optimization. Holding a BSE in Industrial Engineering, an MBA, and an MS in Cognitive Psychology, he brings a unique interdisciplinary approach to problem-solving. Currently serving as Principal Access Advisor at Mayo Clinic, Ben has led region-wide projects and is a Six Sigma Black Belt and Scrum Master. His passions extend beyond work, as he enjoys mentoring, engaging in outdoor activities, and practicing yoga. Ben’s career is marked by a commitment to continuous improvement, community involvement, and operational excellence.