Empathizing with our users: Storyboards
Patient Registration Representatives (PRR’s)
PRR’s work together to coordinate all of the non-direct caregiving components of the Express Care Virtual services. Typically 1-2 of them are on-shift at a time during regular business hours. They chat with patients to help with insurance, correct demographic information, and assist with long wait times.
PRR’s have no way of knowing which PRR is registering and greeting a patient when one comes into the waiting room, so they listen to conversations across the room, ask over the cubical, or chat in Lync.
Meanwhile they are using 6 different programs to manage patients. Express Care Virtual typically sees 40-60 patients a day.
