• Patient checks-in at an outpatient department kiosk or using a mobile device.
• Patient arrival time and status is recorded and information is verified. If data is incomplete, the patient is directed to the appropriate area.
• Patient is provided visual wayfinding information.
• Patient progress throughout the appointment is tracked by clinical and administrative staff.
• Patient receives SMS updates on their appointment status.
• Journey Boards display the appointment status of each patient, allowing departments to call on patients when ready.
• Patient calling functionality allows staff to call the patient from anywhere in the department.
• Functionality to capture appointment outcome and rebooking information supports efficient and effective team communication.
• The Queue Manager Billing module enables capture of billing information.

• Supports arrivals for both booked appointments and walk-ins for Services.
• Allows hospitals to configure and manage Services and Multidisciplinary roles against clinic or appointment types, to manage the whole patient journey.
• HL7 messaging and direct data access available.
• Customised views per user and function.
• Seamless integration with Hospital Source systems.

Billing Module

The Queue Manager Billing Module provides an electronic, end-to-end, integrated process for Medicare claims processed, removing the need for paper-based data collection. In addition, an electronic appointment outcome/re-booking form is part of the overall workflow, further streamlining the process for clinicians and administrators alike.

Medicare Benefits Schedule payments are an important source of revenue for services provided in hospital Outpatient Clinics. Whilst the claim submission is electronic, collection of accurate information about the appointment is critical to ensure correct claiming.

In many hospitals, the current process for capturing this information is paper based, potentially leading to the following issues:

• Delays in submitting claims
• Lost revenue due to incorrect MBS item codes
• Rejected claims due to invalid data
• Many administrative hours spent correcting errors

The Billing Module is a carefully designed process with automated data validation providing:

• Clinicians with relevant dropdown menu options for billables
• Efficient, electronic processes saving clinicians and administrative staff time by removing manual workflows
• Increased accuracy of data resulting in less errors and claim rejections

A customer implementation of the Billing Module found:
– 50% reduction in FTE required for Outpatient Billing related activities

Patient Engagement App

The Patient Engagement App offers hospitals, a safe and secure way to communicate appointment information digitally to patients, and for patients to better manage their outpatient appointments throughout the entire appointment lifecycle. The App provides appointment check-in, wayfinding, recall and optional appointment management functionality including:

• Referral acknowledgement and waitlist notifications so patients have visibility of their progress towards an appointments
• Appointment confirmation messages
• Ability to request a change of appointment time/date
• Referral expiring message, to notify patients they require a new referral prior to their scheduled appointment
• Did Not Attend/Failed to Attend messages
• Appointment reminder notifications and missed appointment notifications
• Pre-appointment information packs
• Notifications of clinic delays or patient recall
• Post-appointment Patient Satisfaction surveys
• Patient view of their My Health Record

A customer implementation of the Patient Engagement Application Module found:
– 52% reduction in Did Not Attend/Failed to Attends for patients using the App