Background
A growing specialty healthcare provider had expanded its offering to include case coordination for additional medical needs. A specialized team was created, and demand quickly outstripped capacity. The organization knew they would not be able to add staff quickly enough. Teams of administrators, social workers, and RNs needed an innovative approach to identify and address the needs of the patients.
Approach
The Firefly team assessed core business processes, staffing and organizational structure. They partnered with IT to identify opportunities for development of a supportive tracking and charting software. Careful attention was given to workload, process flow, and job structures across the varying levels of client complexity, leading to the identification of opportunities for maximizing similarities and implementing standardization.
Solution
Multiple immediate and short-term opportunities were realized, and more complex, longer-term improvements were initiated. An integrated data-driven workforce model was built, providing leadership with a tool to rapidly assess the workforce and staffing impact of improvements on budgeting plans. AI advancement was added to reduce administrative workload across-the-board. The project realized a 12% increase in productivity/efficiency and an overall increase in gross margin from 30% to 46%. The changes freed up 35% of available capacity for expansion without the need to add workforce.
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