App:Travel Assistance Request Operation Center: Difference between revisions
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This frontend application for OC staff members supports them to achieve these goals: | |||
* | * '''keep overview & priorization''' - intuitively show which [[Travel assistance service request|travel assistance service requests]] require attention to | ||
** '''maintain deadlines''' - deadlines approaching require attention | |||
** '''increase service quality''' - if communication requests of the patient have arrived, a speedy reaction time drives customer happiniess | |||
* '''central data store''' - easily allow accessing all information on a [[travel assistance service request]] | |||
* '''support decision making''' - when opening a [[travel assistance service request]] immediately see open decisions. | |||
* '''govern service delivery''' - see the service delivery process and track service delivery of the delivery partners. | |||
* '''collect statistical information''' - during the process information needs to be collected from 3rd party systems. | |||
== Screen-Flow == | |||
* Personal task monitor - This shows to each staff member the tasks to be processed by the team the staff member is in. The team member can take into his/her responsibility or return it and confirm it. | |||
* Current request list - Aside from tasks, sometimes it is good to have an overview on all current requests and their current status. From here the staff member may enter the request and perform actions, even without tasks. This may eventually remove tasks | |||
* Request screen - This is the central screen, where the itinerary and requested services are displayed. Only one agent may enter the request screen in edit-mode to avoid parallel processing on a single request. From here: | |||
** services per segment can be marked as processed | |||
** tasks can be filed to delivery partners, patients or internal teams (frontdesk, doctors) | |||
** services can be confirmed or rejected | |||
** information requests can be sent to patients | |||
== Related articles == | == Related articles == | ||
Revision as of 21:46, 24 November 2024
This frontend application for OC staff members supports them to achieve these goals:
- keep overview & priorization - intuitively show which travel assistance service requests require attention to
- maintain deadlines - deadlines approaching require attention
- increase service quality - if communication requests of the patient have arrived, a speedy reaction time drives customer happiniess
- central data store - easily allow accessing all information on a travel assistance service request
- support decision making - when opening a travel assistance service request immediately see open decisions.
- govern service delivery - see the service delivery process and track service delivery of the delivery partners.
- collect statistical information - during the process information needs to be collected from 3rd party systems.
Screen-Flow
- Personal task monitor - This shows to each staff member the tasks to be processed by the team the staff member is in. The team member can take into his/her responsibility or return it and confirm it.
- Current request list - Aside from tasks, sometimes it is good to have an overview on all current requests and their current status. From here the staff member may enter the request and perform actions, even without tasks. This may eventually remove tasks
- Request screen - This is the central screen, where the itinerary and requested services are displayed. Only one agent may enter the request screen in edit-mode to avoid parallel processing on a single request. From here:
- services per segment can be marked as processed
- tasks can be filed to delivery partners, patients or internal teams (frontdesk, doctors)
- services can be confirmed or rejected
- information requests can be sent to patients