Manual workflows in call handling, refill requests, and document processing within eClinicalWorks (eCW) led to delays, missed communication, and overwhelmed staff. These inefficiencies disrupted patient service and limited care delivery.
CASE STUDY
Doctors of Internal Medicine (DOIM)
CLIENT BUSINESS OVERVIEW
Boosting Operational Efficiency Through Complete Non-Clinical Outsourcing
Doctors of Internal Medicine (DOIM), a high-volume primary care practice in Texas, struggled with growing administrative workload. Tasks like patient calls, medication refills, and document management slowed operations and impacted clinical focus. DIJINATION implemented a full-service outsourcing model to streamline these functions.
DIJINATION conducted a rapid operational audit and identified pain points across front desk workflows, eCW (eClinicalWorks) documentation, and refill management. A specialized team was assigned to deliver human-led and AI-enabled support, ensuring immediate relief for the internal staff.
The focus was to reduce administrative burden using a hybrid model of AI tools and trained support staff. Key areas included call center operations, digital refill processing, and eCW document handling, all supported by clear SOPs and quality control measures.
The implementation was phased to avoid disruption. The team began with call and appointment handling, followed by refills and document workflows. Continuous feedback ensured alignment and fast performance gains.
FEATURES
Challenges Identified
DOIM’s in-house team was overwhelmed by routine admin tasks, leading to service delays and staff fatigue:
Missed Patient Calls
Overflowing call queues caused long wait times and poor patient communication.
Refill Request Backlog
Manual medication management slowed fulfillment and created errors.
Outdated Document Handling
Physical paperwork created inefficiencies in eCW updates and tracking.
DIJINATION SOLUTIONS
Services We Provided
to DOIM
Contact Center Outsourcing
A trained virtual front desk team answered patient calls promptly, scheduled appointments, and managed inquiries.
Medication Refill Processing
Dedicated remote staff handled refill queues with speed and accuracy inside eCW.
Docman Management
Converted document workflows into fully digital operations, eliminating backlog and improving traceability.
MEASURABLE IMPACT
Faster Caims Processing
10
%
Reduction in missed patient calls
5
%
For document handling in eCW
0
%
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