Healthcare licensing process reduced from 6 weeks to 3 days at Florida DOH

Image API business process services ensure timely processing of 600,000+ professional healthcare licenses annually for Florida’s Department of Health

Florida’s Department of Health is responsible for the licensure of over 600,000 healthcare professionals annually. Applications include initial licensure and renewals. Administratively, the agency is responsible for ensuring proficient handling of incoming mail, processing payments, reviewing applications, sending notifications, and issuing licenses.

The manual, labor-intensive, paper licensing process was inefficient and lagging due to ever-increasing volumes. Licensing process cycle times were more than 6 weeks from application to approval. Leadership at DOH sought a solution to reduce overall process cycle times and handle fluctuating application volumes. Image API developed an end-to-end solution, employing both digitization and professional business services to optimize performance of services crucial to the healthcare profession and public welfare.

Image API’s Imaging team digitizes incoming mail and payments, and loads the digital files into the Axiom Pro® digital content management platform, which enables the Department to automatically route applications for Department review. Image API’s Business Process Operations team performs many tasks during the process, including payment processing and mailings. Once DOH staff approves an applicant, Image API is responsible for license fulfillment, as well as sending notices for license renewals or application deficiencies. Licensure payments are processed by Image API, providing accountability, accuracy, and tracking for more than 280,000 checks, totaling approximately $50 million in payments per year.

The improvement in licensing process cycle times was remarkable – reduced from 6 weeks to 3 days by eliminating paper and manual processing.

The value delivered for DOH? ? License processing is thorough, accurate, and efficient – which means lower overhead costs and satisfied customers. Image API’s solution expanded the Department’s ability to effectively respond to increased volumes and customer service needs. The improvement in licensing process cycle times was reduced from 6 weeks to 3 days by eliminating paper and reducing the manual processing load.

Project Summary

Challenges:

• Staff struggled with an increasing volume and labor intensive, manual process
• Customer service suffered as wait times for licenses or renewals increased
• Being compliant was a challenge

Solution:

• Go paperless
• Implement professional business process services team to handle mail, digitization, organization and storage, and fulfillment

Results:

• Reduced cycle times from six weeks to three days with increased accuracy
• Expanded the agency’s ability to effectively respond to increased volumes
• Compliant with state and federal regulations for privacy

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