The goal of the Lucid Lane platform is to provide consistent scalability and security while growing our service coverage. We built the platform with reuse and efficiency in mind to simplify integration and improve cost savings.
How our intake team handles inbound referrals is a patient's first impression of Lucid Lane and will color their entire perception of our service. With a surge in inbound referals, we (as a product team) followed closely the funnel from referral to onboarding. How can we ensure a smooth and outstanding user experience for patients?
Processing a referral and booking an appointment involves multiple steps across three different teams. So streamlining the onboarding process became a critical focus. We implemented a queue system that assigned the next step and appropriate team member based on triggered actions, effectively revoming breakdowns between teams.
Further enhancing the onboarding process, we identified the consent process as a major cause of delays in scheduling the first appointment. Digitizing the consent workflow became a priority, leading to the launch of a mobile-friendly consent flow. Patients could now view and sign consent forms digitally, with the system supporting the management of signed consent forms.
In our effort to reduce the reliance on the intake team, we introduced a responsive self-onboarding flow. Patients could complete the onboarding process and book their first appointment entirely digitally.
By combining these enhancements, we successfully increased referrals handled per intake by an impressive 140% YoY.
Clinician and patient pairing posed a significant challenge due to disparate data sources for clinician credentialing, license information, availability, patient insurance eligibility, and geographic data.
To address this, we centralized all of this information within our self-built EHR system and built a robust schedulling tool on top. The scheduling tool will suggest qualified clinicians based on patient details, manages cross-time zone scheduling, resolves conflicts during series appointment bookings, handles communication via email and SMS, and provides a comprehensive Summary Dashboard.
These improvements led to a 111% YoY increase in bookings handled per intake, marking a substantial lift in booked appointments.
Enhanced Revenue Cycle Team productivity by automating metadata collection for billable appointments, eliminating the need for dedicated headcount.
Implemented a centralized view for billing code auditing and an alert workflow for overdue claims.
Led a significant 67% reduction in clinical note completion time by implementing a Daily To-Do list that integrated patient data and note history for better preparation, an automated clinical documentation system for streamlined note-taking, and timely reminders for overdue notes and sign-off processes, ensuring prompt report delivery to referring doctors.
We also built product to help clinicians prioritize planning and running patient one-on-one coaching sessions. To help clincians tailor session content during tele-therapy, we updated the visualization of patient behavioral health signals, substance changes to be easier to scan. We also created a post-session SMS reminder that can be customized by the clinician, encouraging patients to implement what they’ve learned during the session. Post-launch, we observed a 6% YoY improvement in Patient CSAT.