Opportunity
A leading healthcare organization specializing in diagnostic imaging—offering X-rays, MRIs, CT scans, ultrasounds, and more—was overwhelmed by manual order intake. Each year, the organization processed millions of inbound faxes, all of which required staff to rekey data into back-end systems. This manual process created frequent errors, slowed down patient intake, and in some cases led to patients choosing competing providers.
Solution
Automated Fax and Data Processing
The organization replaced manual data entry with Ushur’s AI-powered fax ingestion. Incoming faxes were automatically scanned, and key patient and order data were extracted with confidence scoring. This information was then fed directly into Salesforce and the organization’s back-end systems. The automation eliminated manual re-entry, reduced errors, and significantly sped up intake.
Digital Engagement for Patients
After the intake step, Ushur automated downstream processes that traditionally required staff follow-up. Patients could now receive automated digital requests for missing information, complete pre-visit intake documentation, and access educational content before their appointment. The solution also supported strategic outreach, enabling the organization to send appointment reminders, launch health campaigns, and issue emergency notifications across multiple channels.
Enhanced Agent Support
For cases where live agents were needed, Ushur gave the ability to deploy agent-initiated secure information gathering during phone calls. Using the HIPAA-secure Invisible App™, agents could send patients an SMS to a secure digital form in real time, allowing them to complete and return required information instantly.
Results
- Turnaround Reduction: 90% faster processing for high-volume faxes, reducing total processing time from days to minutes or hours
- Increased Revenue: Enabled more efficient response to referrals, resulting in more appointments scheduled, reduced no-shows and more revenue generated.
- Cost Savings: Decreases operational costs by reducing the workload on over-stretched administrative and clinical staff
- Patient Experience: Enhances patient convenience with immediate, secure, two-way digital interactions to accelerate appointment scheduling in preferred channels—in multiple languages