Duration: 6 -8 Weeks 

Patient Access & Operations Assessment

This assessment serves as the foundation for determining which solution package(s) will deliver the greatest operational and financial impact. A clear, data-driven roadmap to improve patient access, operational efficiency, employee performance, and revenue cycle results.

The Patient Access & Operations Assessment identifies operational gaps, process inefficiencies, and workforce development opportunities which results in revenue cycle improvement initiatives. Through stakeholder interviews, workflow analysis, frontline observations, and performance reviews, Fabber evaluates current-state operations and develops a prioritized roadmap for improvement.

Phase 1: Discovery & Assessment
Phase 2: Analysis & Strategic Planning
Phase 3: Executive Findings & Strategic Blueprint

Scope: Insurance Knowledge Management • Payer Plan Reference Library • Coverage & Benefit Guidelines • Authorization & Referral Requirements • Insurance Verification Support

Standardize Insurance Knowledge & Reduce Errors

Develop a centralized and standardized insurance knowledge framework that provides staff with accurate, up-to-date coverage information, authorization requirements, referral guidelines, and payer-specific processes. Eliminate inconsistencies that lead to denials, delays, and patient. Staff and physician office frustrations.

Improve Efficiency & Staff Confidence

Provide teams with easy access to insurance plan information, reducing time spent searching for answers and improving first-contact resolution. Empower staff to confidently navigate complex payer requirements while delivering consistent patient experience.

Enhance Revenue Cycle Performance

Improve registration accuracy, insurance verification processes, and authorization compliance to reduce claim denials, minimize rework, and strengthen reimbursement outcomes.

Phase 1: Template Development
Phase 2: Template Refinement & Revisions
Phase 3: Validation, Testing & Training

The scope of this solution includes the development of standardized exam templates, location-specific workflows, preparation instructions, scheduling criteria, and patient-facing guidance for imaging exams and/or physician office appointment types, covering up to 10 locations. This solution delivers:

• Standardized Scheduling & Exam Knowledge

• Improved Patient Access & Scheduling Efficiency

• Enhanced Patient Experience

• Increased Operational Consistency Across Locations

  
  

• Scope: Development of Standardized Exam Templates • Location-Specific Workflows • Preparation Instructions • Scheduling Criteria • Patient-Facing Guidance for Imaging Exams and/or Physician Office Appointment Types Up to 10 Locations

Standardized Scheduling & Exam Knowledge

Develop a comprehensive knowledgebase that provides staff with consistent access to exam-specific scheduling criteria, preparation instructions, insurance requirements, location information, and departmental workflows. Reduce scheduling errors and improve accuracy across all appointment types.

Improve Patient Access & Scheduling Efficiency

Equip scheduling teams with the resources needed to accurately match patients with the appropriate exam, provider, and location. Streamline scheduling workflows, reduce appointment delays, and improve first-call resolution.

Enhance Patient Experience

Ensure patients receive consistent information regarding exam preparation, arrival instructions, appointment expectations, and location-specific requirements. Reduce confusion, reschedules, and preventable no-shows.

Increase Operational Consistency Across Locations

Establish standardized processes that promote consistency among departments and locations while supporting staff training, onboarding, and ongoing operational excellence.

Phase 1: Template Development
Phase 2: Template Refinement & Revisions
Phase 3: Validation, Testing & Training

Scope: Career Pathway Development • Job Competencies • Advancement Criteria • Workforce Development • Employee Engagement & Retention • Organizational Design • FTE Analysis • Leadership Structure Assessment • Succession Planning • Leadership Development

Develop & Retain Top Talent

Create structured career pathways that provide employees with clear growth opportunities, defined competencies, advancement criteria, and development plans. Strengthen employee engagement, improve retention, and build a pipeline of future leaders.

Evaluate Organizational Structure & Leadership Alignment

Assess current organizational structures, reporting relationships, FTE allocation, and leadership coverage to determine whether resources are appropriately aligned to operational needs. Identify leadership gaps, span-of-control challenges, succession risks, and opportunities to optimize management structures that support employee growth and organizational effectiveness.

Build Future Leaders & Succession Plans

Develop leadership competencies, advancement frameworks, and succession planning strategies that prepare high-performing employees for future leadership opportunities while supporting long-term workforce stability.

Scope: Career Pathway Development • Job Competencies • Advancement Criteria • Workforce Development • Employee Engagement & Retention • Leadership Development • Training Frameworks • Succession Planning

Develop & Retain Top Talent

Create structured career pathways that provide employees with clear growth opportunities, defined competencies, and advancement criteria. Strengthen employee engagement, improve retention, and build a pipeline of future leaders.

Phase 1: Program Development
Phase 2: Refinement & Revisions
Phase 3: Creating Job Skill Opportunities

Scope: Patient Estimates • Self-Pay Workflows • Payment Arrangements • Upfront Collection Optimization • Price Transparency Resources • Financial Counseling Tools • Work Flow Standardization

Improve Financial Transparency & Patient Experience

Develop standardized patient estimate and payment arrangement processes that provide clear, accurate financial expectations before services are rendered. Create tools and resources that support price transparency, improve communication regarding patient financial responsibility, and help patients make informed healthcare decisions. Reduce confusion, billing surprises, and financial-related complaints while enhancing the overall patient experience.

Standardized Financial Counseling & Payment Workflows

Design consistent workflows for insurance estimates, self-pay accounts, financial assistance discussions, payment arrangements, and upfront collections. Equip staff with the resources, scripting, and guidance necessary to confidently discuss financial obligations and available payment options with patients.

Increase Revenue & Operational Performance

Implement best practices for upfront collections, estimate delivery, payment plan management, and financial clearance processes. Improve collection performance, reduce bad debt, minimize rework, and strengthen revenue cycle outcomes while maintaining a patient-centered approach to financial responsibility.

Strengthening Staff Knowledge & Accountability

Develop standardized reference materials, job aids, and training resources that improve staff confidence, consistency, and compliance when discussing estimates, payment expectations, and financial policies. Establish performance measures and accountability standards to support long-term success.

Phase 1: Assessment & Template Development
Phase 2: Refinement & Process Optimization
Phase 3: Validation, Testing & Training

Scope: Agent Effectiveness • Quality Assurance (QA) • Custom Scorecards • Performance Metrics • Coaching Frameworks • Performance Tracker

Measure & Improve Agent Performance

Develop customized scorecards, QA monitoring tools, and performance dashboards that provide actionable insights into employee productivity, service quality, compliance, and customer experience. Conduct quality reviews, identify performance trends, uncover coaching opportunities, and address process gaps impacting operational results.

Strengthening Quality Assurance & Coaching

Implement a structured QA program including call evaluations, scorecard management, calibration sessions, quality audits, and performance reporting. Establish coaching frameworks that enable leaders to deliver consistent feedback, improve accountability, and support employee development through data-driven coaching and measurable action plans.

Build a Culture of Accountability & High Performance

Partner with leadership to establish clear goals, performance expectations, and accountability standards aligned with organizational objectives. Strengthening leadership effectiveness, improve employee engagement, and create a culture focused on quality, continuous improvement, and results.

Enhance Service Quality & Operational Outcomes

Leverage performance data, QA insights, and coaching strategies to improve customer interactions, increase productivity, reduce variability, strengthen compliance, and drive measurable improvements across key performance indicators.

Phase 1: Assessment & Framework Development
Phase 2: Scorecard Design, QA Implementation & Goal Alignment
Phase 3: Validation, Training & Performance Optimization

Scope: Train-the-Trainer Program • Leadership Training • Employee Training • Knowledgebase Adoption Strategy • Teams-Based Virtual Training • Training Materials

Drive Knowledgebase Adoption & User Engagement

Maximize the value of your knowledgebase investment by providing structured training and adoption programs that ensure leaders and staff are confident using the platform. Equip employees with the knowledge and resources needed to quickly locate information, follow standardized workflows, and improve day-to-day performance.

Develop Internal Experts Through Train-the-Trainer Programs

Prepare leaders and designated super users to serve as internal knowledgebase champions. Provide advanced training that enables leadership teams to support staff, reinforce best practices, and drive long-term adoption across departments.

Improve Staff Performance & Operational Consistency

Deliver instructor-led training sessions focused on knowledgebase navigation, content utilization, search techniques, workflow adherence, and real-world application. Reduce dependency on tribal knowledge while promoting consistency across teams.

Support Onboarding & Continuous Learning

Create a scalable training framework that supports new employee onboarding, refresher training, process updates, and ongoing operational excellence initiatives.

Training Delivery Options

• Five one-hour virtual instructor-led training sessions (50 employees or less)

• 51-100 employees (10 classes)

• 101-150 employees (15 classes)

• 151-200 employees (20 classes)

• over 200

Leadership and Train-the-Trainer classes (three training classes/max 8 leaders)

• Department-specific training tracks

• Knowledgebase adoption strategy

• Post-training support and refresher sessions

Optional Additional Training Sessions:
one-hour session

Phase 1: Training Strategy & Curriculum Development
Phase 2: Leadership Training & Train-the-Trainer Delivery
Phase 3: Employee Training, Adoption Support & Optimization

Request a Custom Quote

Scope: Desktop Faxing & Fax Management Solution

Development of Standardized Fax Intake, Routing, and Management Workflows • Location-Specific Distribution Rules • Document Handling Procedures • Compliance & Retention Standards • Staff-Facing Reference Guidance — Up to 10 Locations

Core Objectives (mirroring your original four)

1. Standardized Fax Intake & Routing Knowledge Develop a centralized knowledgebase defining how incoming faxes (referrals, orders, prior auth documentation, results, medical records requests) are received, indexed, and routed by document type, location, and department. Reduce misrouted documents and lost referrals.

2. Improve Referral & Document Processing Efficiency Equip staff with clear rules for identifying document type, matching to the correct patient/order/work queue, and escalating time-sensitive items (STAT orders, urgent referrals). Reduce processing delays and manual re-routing.

3. Enhance Compliance, Security & Audit Readiness Ensure consistent handling of PHI-containing faxes — secure storage, access controls, retention timelines, and audit trail documentation. Reduce compliance risk and support HIPAA requirements.

4. Increase Operational Consistency Across Locations Establish standardized intake and distribution processes across all sites, supporting staff training, onboarding, and reducing dependency on tribal knowledge for "who handles what fax."

Suggested Phases

Phase 1: Current State Assessment & Workflow Mapping Inventory existing fax lines/numbers per location, document volume and types, current routing logic (manual vs. automated), integration points (Epic, work queues, shared drives), and pain points.

Phase 2: Solution Design & Template Development Build standardized routing rules by document type and location, define desktop fax platform configuration (e.g., cloud fax, EHR-integrated fax, e-fax-to-inbox routing), create staff reference guides and escalation matrices, and design retention/compliance procedures.

Phase 3: Validation, Testing & Training Pilot routing rules with live fax volume, validate accuracy against current manual process, train staff on new workflows, and formalize the knowledgebase for ongoing reference.

A few things worth deciding early

• Platform question: Are you scoping this around a specific fax platform (e.g., Epic-integrated fax, RightFax, Sfax, eFax), or is the deliverable platform-agnostic workflow documentation that could apply to whichever system Broward Health selects?

• Document types in scope: Referrals only, or also orders, prior auth, medical records requests, and results?

• Routing logic: Rules-based auto-routing vs. staff-manual triage — this changes what "standardized workflow" documentation needs to cover.