83bar is a marketing agency specializing in healthcare.
We pair ad and social media services with a call center of nurses who educate, qualify, and schedule patients for appointments. To remain HIPAA (Health Insurance Portability and Accountability Act) compliant, most 3rd party marketing services are not an option. We developed a dashboard web app to integrate information about patients across platforms. The dashboard displays survey, email, and appointment information for various clients, clinics, and our internal strategy team.
See a quick video on the 83bar services here.
The dashboard is in continuous development.
Initially, the dashboard was primarily for internal use to manage campaigns. As marketers, our priority was to paint a picture of the patient journey and create campaigns to educate and guide patients to the rights health services. As we took on bigger enterprise level clients, it was clear we needed to paint another story for our clients about our process and results.
We created new permission levels and user types for specialized roles in the health care industry:
coordinate the physician and patient appointments.
Typically, this would involve multiple doctors at a single office. At large hospitals or networks, a manager can be in charge of more than one office location and more than one doctor.
manage specific procedures and medical devices for many clinics and regions.
They often evaluate campaigns and performance of specific clinics. They provide resources for the physicians and additional follow up for patients.
Our internal team
involves strategists, account managers, and call center managers.
Our internal team analyzes campaign success metrics and produces reports for clients.
Initially, 83bar was something of an assembly line. We ran campaigns, handed off patients to clinics and never heard back from them. We were severely lacking information about the intent of patients scheduling appointments.
We wanted to make sure that the people we contacted were truly in need of the health services. Our relationships with clinics and clients became a conversation back and forth to manage patients before, during, and after appointments. This follow up information from clinics made it easier to understand patient needs and optimize campaigns.
I was the sole designer for client facing tools.
Building off our internal suite of tools, I reimagined or helped develop new tools for clients. I fulfilled UX, UI, and some front end development roles for each of these projects. I visualized databases for external users, created user flows and wireframes, coordinated work with the development team, and in some cases aided in or provided CSS for the development team.
Each project was approached as an isolated tool to solve specific client problems. We are currently working towards conceptualizing our dashboard as a unified piece of software with a suite of tools.
This was the first tool designed for clinic managers to manage various appointment types and statuses at any given in time.
Problem: The assembly line hand off wasn't enough to manage appointments. Our nurse call center, as the first point of contact for these patients, had earned their trust and credibility. Often times, patients would call our nurses rather than the clinic to manage their appointments, ask questions, and manage their appointment. The clinics needed the information we had on patients to provide better care and earn that patient trust.
Objective: Allow internal users and clinic managers to manage appointments, track outcomes, and follow up with patients before and after appointments.
We chose a week-long view so clinic managers could plan ahead and prepare for incoming patients.
Each day includes a total count of the appointments and their statuses. Appointment types, such as an initial consult or a follow up appointment, can be filtered.
Each appointment is color coded and given icons to indicate a specific status and outcome. Appointments with bright red indicators required follow up from the clinic managers.
These appointment outcome statuses allow our team to understand the effectiveness of our campaigns--which patients showed and truly needed these services?
"Appointment Types" are preconfigured by internal strategists to set time spans to accommodate short, long, or (infinitely) double booked appointments. This allows us to track a patient's journey form an initial consult (often 5-30 minutes) to full procedures (hour+ in length).
Each appointment slot is tied to a patient profile listing their appointments, notes from call center nurses and a time line of previous touch points of engagement.
Appointments and other data can be edited or added from these popup modules. Upon hitting "Save All Changes", automated messages and confirmation emails tied to specific patient statuses or appointment statuses (ie a cancelation) are sent out to patients.
The more our clients used the app, the better our metrics became to direct marketing strategies. As reporting got easier for clients, we could see details about which patients were showing up and why. We also began to identify where campaigns were going wrong or if there were problems occurring due to clinic behaviors.
Meticulous clinic managers were using the calendar on a daily basis to update the appointments in their electronic health records systems (EHR). However, we struggled to on board a large portion of clinic managers.
Problem: Many clinic managers were resistant to adopting new tools. They were often stressed by busy clinics or were not very tech savvy (some clinics were still paper only).
Objective: Create a single stop source for appointment information. Use call to actions and a simple tool that would require the minimum engagement necessary for clinic managers. If a manager only engaged once per day and failed to answer emails, this would cover any appointments coming in.
Appointments that have changed/affect the schedule appear as a notification or task on a list. Each type of appointment change (cancelation, booking, etc) has a specific call to action. Each table contains the information needed to complete that call to action.
As clinic managers complete each task, it can be cleared so that any other schedule coordinators at the clinic do not duplicate the work.
All future appointment changes (new bookings, cancellations, reschedules) are focused on transferring those changes to the clinic's electronic health records (EHR).
All past appointment notifications are focused on updated the 83bar dashboard.
A summary of all appointments for the next 2 days is always present at the bottom.