Enhancing Efficiency in ABA Services: A Comprehensive Initiative

Streamlining Scheduling and Reducing Labor Costs through Innovative Mobile and Web Applications (leveraging RPA and AI technologies)

Scheduling in ABA services is uniquely challenging due to the need to coordinate multiple weekly sessions between Registered Behavior Technicians (RBTs) and clients, often in the clients' homes. These schedules must account for variables like drive times, breaks, and compliance with state-specific rules, all while integrating seamlessly with the organization's practice management system. To address these complexities, a custom suite of applications was developed. Powered by Artificial Intelligence (AI) and Robotic Process Automation (RPA), this solution included a Provider Mobile App, Client Mobile App, and a Scheduling Web App, and practice management system integration, all designed to streamline operations and massively improve scheduling efficiency.

PROJECT OVERVIEW

PROJECT DETAILS

Project Type Custom Software Development

Technologies CentralReach Integration, Google Maps, RPA, OpenAI Chat GPT Integration, SMS etc

PROJECT SUMMARY Serious Development was tasked with building a solution to address the significant complexities of ABA scheduling. SD faced the challenge of creating a solution that could handle intricate scheduling requirements, improve communication between clients and providers, and streamline administrative tasks. The solution needed to leverage web and mobile technologies combined with AI and RPA to automate repetitive processes, optimize scheduling workflows, and significantly enhance the overall experience for both clients and providers. Within a 12-week development cycle, this custom-built solution successfully delivered measurable improvements in labor efficiency and service quality.

"This solution has completely changed our way of operating by delivering efficiency gains that far exceeded expectations. By automating complex processes and optimizing scheduling, we’ve been able to do much more, and concentrate our efforts to improve other areas as well." — COO

THE CLIENT

Healthcare/ABA

Situational Overview Our client faced significant challenges in managing the intricate scheduling and communication demands of ABA services. Coordinating multiple weekly sessions required aligning the schedules of clients and Registered Behavior Technicians (RBTs) while considering variables like travel times, state-specific break requirements, and session locations. Additionally, the lack of automation in their scheduling processes led to inefficiencies and prevented the organization from scaling effectively. These manual tasks not only consumed valuable time but also hindered the ability to meet the growing needs of clients and providers.

A streamlined system for patient reminders

A highly configurable scheduling interface

Client saw a decrease in unnecessary cancellations

CHALLENGES

Overview

Scheduling Inefficiencies

Highly manual workload for schedulers.
Difficulty in matching clients with available providers.
Delays in updating cancellations and modifications

Time-Consuming Administrative Tasks

Manual updates and modifications to schedules.
High volume of repetitive administrative tasks.

Offer and Acceptance Issues

Delays in offer responses from providers and clients.
Limited visibility and communication between providers and clients.

Security and Compliance Concerns

Need for secure, HIPAA-compliant applications.
Managing drive time and mileage reporting
Managing compliance with complex break requirements across various states

DETAILS These challenges were deeply intertwined, as the inefficiencies in scheduling created a ripple effect on administrative tasks and communication. For example, delays in matching clients with providers not only consumed scheduler time but also impacted the % of authorized hours being utilized by clients.. Furthermore, the lack of automation compounded the burden on staff, making it difficult to manage the volume of scheduling modifications effectively. A comprehensive solution was essential to address these interconnected issues

A streamlined system for patient reminders

A highly configurable scheduling interface

Client saw a decrease in unnecessary cancellations

THE SOLUTION

This suite of applications were created to streamline operations, enhance communication, and automate repetitive tasks, ultimately leading to significant efficiency gains, labor cost reductions, and increased use of authorized client hours. The project focused on delivering a seamless and integrated experience for schedulers, providers (RBTs and Clinicians), and clients.

Scheduler Web App - "The Command Center"

The Scheduler Web App serves as the central hub for managing all scheduling activities, offering an array of features to streamline and automate the scheduling process.

Streamlined Scheduling:
- Using machine learning, efficient identification of best-fit providers and clients for scheduling.
- Reduces the time required to match clients and providers, leading to quicker scheduling and improved utilization of resources.
Automated Processes:
- Automation of client offers and assignment processes to save scheduler time.
- Minimizes manual intervention, allowing schedulers to focus on more strategic tasks and enhancing overall productivity
Real-Time Updates:
- Immediate updates on changes to client and provider availability.
- Ensures that schedules are always up-to-date, reducing the likelihood of conflicts and cancellations.
Calculating Drive Times and Breaks:
- Auto-calculating travel times and breaks for provider appointments based on rules-based scenarios across 6 different states related to breaks and integrations of both Azure and Google Maps.
- Optimizes provider schedules, reducing downtime and maximizing productivity.
Break Calculations and Scheduling for Multiple States
- Massive time savings as drive time and breaks were calculated manually

RPA - Integral Part of the Command Center

The integration of Robotic Process Automation (RPA) into the command center further enhances the efficiency and accuracy of scheduling operations.

Automated Modifications:
- Automation of scheduling modifications and offer applications into CentralReach.
- Reduces the administrative burden on schedulers, enabling faster processing of changes and updates.
Near Real-Time Synchronization:
- Synchronization of cancellations and modifications with CentralReach.
- Ensures that all data is current, which is crucial for accurate scheduling and billing processes.

Provider Mobile App

The Provider Mobile App is designed to empower providers with the tools they need to manage their schedules and communicate with clients effectively.

Automation of Provider Offers:
- Increased offer acceptance rates by automating provider offers.
- Ensures that providers receive timely and relevant offers, increasing their acceptance rates and ability to earn more income.
Efficient Scheduling Management:
- Secure, HIPAA-compliant mobile application for scheduling, offers, and availability management.
- Simplifies the scheduling process for providers, allowing them to focus more on delivering quality care.
Enhanced Communication:
- Real-time notifications and updates for session modifications and cancellations.
- Keeps providers informed and reduces the risk of missed appointments, enhancing service continuity.

Client Mobile App

The Client Mobile App offers a user-friendly interface for clients to manage their appointments and communicate with providers.

Improved Client Interaction:
- Secure, HIPAA-compliant mobile application for scheduling, offers, and availability management.
- Provides clients with greater control and visibility over their appointments, improving satisfaction and engagement.
Increased Automation:
- Enhanced client offer automation to boost acceptance rates and revenues.
- Streamlines the appointment scheduling process, reducing administrative overhead and increasing efficiency.
Multi-Channel Interaction:
- Clients can respond to offers via buttons in emails and links in SMS messages.
- Ensures that even clients who do not download the app can easily interact with CSD, enabling broader adoption and time savings.

Results The implementation of this robust scheduling solution has yielded significant benefits for our client. By integrating advanced technologies and automating key processes, they have achieved remarkable improvements in efficiency, cost savings, and revenues.

Labor Efficiency and Cost Reduction
- 30% Reduction in Labor Costs:
  - Achieved within the first few months, with an anticipated reduction of 50% over time.
- Optimized Provider Schedules:
  - Auto-calculated travel times and breaks reduced downtime and maximized productivity.
- 33% Decrease in Cancellation Rates:
  - Timely updates and effective communication helped reduce the rate of cancellations, ensuring more stable schedules.
Improved Offer Results and Revenues
- 20% Increase in Offer Acceptance Rates:
  - Automated and timely notifications for both providers and clients.
  - Providers received timely and relevant offers, increasing engagement and acceptance rates.
- Increase in Number and Timeliness of Offers:
  - Improved by 55%, ensuring that clients and providers receive timely scheduling opportunities.
Scheduling Efficiency and Administrative Productivity
- Faster Client-Provider Matching:
  - Reduced time required to match clients and providers, leading to quicker scheduling and improved resource utilization.
- Automated Scheduling Processes:
  - Minimized manual intervention, allowing schedulers to focus on strategic tasks.
- Near Real-Time Synchronization:
  - Ensured that all data is current, crucial for accurate scheduling and billing processes.

This initiative revolutionized the scheduling and management processes for a leading ABA service provider. By integrating advanced technologies and automating key operations, the organization achieved significant efficiency gains, cost savings, and improved service quality. These innovations have set a new benchmark for operational excellence in ABA services.