Streamlining Lab Report Management for Zoho CRM: A Case Study with HealthQuest

CLIENT OVERVIEW:

HealthQuest, a mid-sized healthcare provider, offers a comprehensive range of diagnostic services. The organization faced challenges in managing patient lab reports from third-party diagnostic labs, including Quest and LabCorp. HealthQuest required an automated process to streamline the retrieval, parsing, and upload of lab reports to Zoho CRM to improve operational efficiency and patient data accuracy.

PROBLEM STATEMENT:

HealthQuest’s existing manual process for managing lab reports involved the following steps:

Logging into Quest and LabCorp portals to find patients with active lab results.
Downloading and manually parsing the PDF reports to extract critical information such as patient name, date of birth, and disease details.
Updating Zoho CRM with extracted patient information, uploading the report with the associated date and time, and ensuring timely documentation.

This manual workflow led to inefficiencies, delays, and increased risk of errors, impacting HealthQuest’s ability to provide timely information to patients and caregivers.

SOLUTION:

To address these issues, HealthQuest implemented an **RPA (Robotic Process Automation) solution** to automate the lab report management process end-to-end, achieving seamless data integration with Zoho CRM. The process involved:

1. Initial Assessment:

HealthQuest’s report management workflow was analyzed, and specific inefficiencies were identified in handling repetitive report retrieval and data entry tasks.

2. Automation Development:

Using UiPath, an automated bot was designed to:

Log into the Quest and LabCorp portals to retrieve active patient records.
Download PDF lab reports and parse them to extract essential patient details, including name, date of birth, and disease information.
Trigger an API call to HealthQuest’s client system to update patient health records with the extracted data.
Log into Zoho CRM, locate the corresponding patient profile, and upload the lab report with the date and time, ensuring accurate and timely documentation.

3. Customization:

The bot was customised to handle diverse report formats from Quest and LabCorp, providing flexibility and ensuring consistency across varied data sources.

IMPLEMENTATION:

The implementation was carried out in distinct phases:

1. Planning & Development:

Detailed analysis of HealthQuest’s lab report workflows and data integration requirements was conducted. Automation scripts were developed to perform secure logins, data extraction, API updates, and CRM uploads efficiently.

2. Testing:

The automated solution was tested in a controlled environment to ensure accurate parsing of report data and seamless integration with Zoho CRM. Minor issues, such as data extraction mismatches and portal login errors, were addressed during testing.

3. Deployment:

The solution was deployed in HealthQuest’s live environment over two weeks. The RPA bot processed live reports and updated Zoho CRM, significantly improving data accuracy and process speed.

4. Training & Support:

HealthQuest’s administrative and clinical staff received training on bot management and troubleshooting, with ongoing support to ensure smooth operations.

RESULTS:

HealthQuest achieved notable improvements in operational efficiency through the RPA solution:

65% reduction in time spent on lab report management:

Automated retrieval, parsing, and upload processes eliminated manual steps.

100% accuracy in updating patient records:

The bot ensured all patient data in Zoho CRM was consistent and up-to-date.

Improved patient care coordination:

Faster and error-free documentation enabled quicker patient consultations and improved care delivery.

Enhanced data security:

Automated workflows reduced the risk of data mishandling, enhancing patient information confidentiality.

CLIENT TESTIMONIAL:

Implementing the RPA solution for our lab report workflow was transformative. Not only did it streamline the process, but it also allowed our team to focus more on patient care and less on administrative tasks.

KEY TAKEAWAYS:

Automating lab report management significantly reduced HealthQuest’s workload, allowing for more efficient use of resources.
Integration with Zoho CRM ensured timely and accurate updates, directly benefiting patient care coordination.
The solution minimises human error, improving data accuracy and security.

If your healthcare practice is looking to streamline patient data management and reduce manual tasks, reach out to us today to learn how we can build a customized automated solution for your needs.

Streamlining Lab Report Management for Zoho CRM: A Case Study with HealthQuest

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