Through meeting with leads and team supervisors, we discovered certain workflows were not being completed during the referral management process. Referrals were being processed without first obtaining an insurance authorization/referral. Also, some referral types were delayed due to confusion with determining who is responsible for managing them.
Needs Analysis Result
A simple solution to this gap in performance was pushing out a series of micro-learning videos with emphasis on process milestones that are easy to remember. Also, the referral management process was redesigned to define process milestones each containing a checklist with tasks to complete before a referral can move forward. The following infographic was created.