The challenge
A multi-location dental group verifies patient insurance eligibility and benefits before every appointment. Today that work is done by front-desk and billing staff logging into payer portals and calling carriers, one patient at a time, ahead of each day's schedule. The same staff are the ones who greet patients and answer the phones, so verification competes directly with the time the practice can spend on care.
What we built
The engagement is measuring how much of the verification workflow can be run by automation and agents, ahead of the schedule and against each payer, so eligibility and benefit details are confirmed and attached to the appointment before staff pick it up. What matters is not the volume of checks but the staff time handed back to patient-facing work, which is the figure being captured under a fixed measurement method.
Baseline captured over five working days before any change was made, using the group's own appointment and staffing records. The same measurement was repeated over five working days at day 30. Definitions and counting method were agreed with the client's operations lead in advance.
