Exploring Pre-Visit Management
Summarize
Summary of Exploring Pre-Visit Management
The Pre-Visit Management application streamlines and digitizes procedure request scheduling for healthcare providers, improving efficiency across patient, clinician, and administrative workflows. It enables patients to digitally review and sign required paperwork, while healthcare agents manage pre-authorization, approvals, and consent tasks through guided playbooks within the ServiceNow Workspace. Note that starting with the Yokohama release, this application is being prepared for future deprecation and will no longer be activated on new instances, though support continues for existing deployments.
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Key Features
- Digital Patient Engagement: Patients can complete all procedure-related to-do items, including digital documentation and consent, via a patient portal.
- Guided Playbooks for Healthcare Agents: Patient service representatives use a structured playbook in Workspace to review procedure requests, verify patient information, assign consent tasks, and manage pre-authorization documentation.
- Procedure Request Case Management: Procedure requests are handled as cases within the Healthcare and Life Sciences Service Management Core data model, allowing agents to efficiently progress pre-visit activities.
- Appointment Scheduling: Scheduling agents manage booking procedure appointments within Workspace, completing the workflow.
Workflow Steps
- Administrator configures the Pre-Visit Management application.
- Clinician requests a procedure appointment for the patient.
- Healthcare agent reviews patient record and initiates pre-visit instructions.
- Patient completes digital documentation and consent tasks.
- Healthcare agent finalizes pre-authorization and pre-visit activities.
- Scheduling agent books the appointment.
Key Outcomes
- Enhanced Patient Experience: Patients can conveniently complete all procedure-related forms and consents digitally, reducing delays and paperwork.
- Streamlined Agent Workflows: Guided playbooks in Workspace provide healthcare agents with a structured process for managing procedure requests and approvals efficiently.
- Integrated Appointment Management: Scheduling of procedure appointments is managed seamlessly within the same Workspace environment.
To begin using the Pre-Visit Management application, ServiceNow customers should refer to the configuration documentation for setup guidance.
Whether you're starting or expanding your implementation of the Pre-Visit Management application, consider learning more about features available to streamline and digitize the scheduling of procedure requests for your patients.
Starting with the Yokohama release, Pre-Visit Management is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported.
For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
Make it easy for patients to digitally review and sign all the required paperwork for procedure scheduling requests by using the Pre-Visit Management application.
For healthcare providers with paper-based processes or multiple EMR systems, managing procedure requests including pre-authorization, approvals, and consent across teams and patients can prove expensive, time-consuming, and less efficient. As a healthcare provider, the Pre-Visit Management application enables you to provide healthcare services by efficiently managing workflows around procedure scheduling requests.
For patient service representatives, the Pre-Visit Management playbook provides a guided experience to review procedure requests, verify patient information, identify and assign the required consent tasks and forms, and send the appropriate documentation to the patient’s insurance organization for pre-authorization.
The Pre-Visit Management application uses the data model provided by the Healthcare and Life Sciences Service Management Core application. The procedure requests are submitted as procedure request cases and assigned to patient service representatives who can then use a guided playbook within their Workspace for closing a procedure request case.
Pre-Visit Management workflow
- An administrator configures the Pre-Visit Management application.
- A clinician requests a procedure appointment for a patient.
- A healthcare agent reviews the patient's record and initiates pre-visit instructions.
- A patient completes digital documentation and digital consent to-do items.
- A healthcare agent completes pre-authorization and finalizes all pre-visit activities.
- A scheduling agent books appointment for patient.
Benefits
Pre-Visit Management provides the following benefits:
Benefits |
Key feature |
Role |
|---|---|---|
Improve the patient experience by enabling them to digitally complete all the to-do items associated with a procedure request from a patient portal with digital documentation and digital consent. |
Patient |
|
Provide a guided experience for patient service representatives to complete procedure requests from Workspace by using the Pre-Visit Management playbook. |
HCLS Agent |
|
Manage appointments for scheduling a procedure request within Workspace. |
HCLS Agent |
To get started with the Pre-Visit Management application, see Configuring Pre-Visit Management.