Modernized Correspondence for Top-Ranked Healthcare & Research Leader

Top-Ranked U.S. Healthcare and Research Leader

A leading healthcare organization faced significant challenges with its legacy mainframe-based Correspondence Management System. This system was critical for generating and managing all printed correspondence with patients, guardians, and referring providers. However, the outdated system struggled to meet the growing demands for efficiency, personalization, and compliance in a modern healthcare environment. The organization faced limited flexibility in correspondence generation and modification, dependency on manual processes for creating and managing patient communications (leading to delays and inefficiencies), lack of robust integration with high-volume printing and sorting systems (resulting in operational bottlenecks), and inefficient handling of patient and guardian data updates (leading to potential compliance risks and communication inaccuracies). The healthcare provider sought a modern, scalable solution to replace its legacy system and streamline its correspondence processes.

Artech leveraged its expertise in Adobe technology and enterprise solutions to design and implement a state-of-the-art Correspondence Management System tailored to the healthcare provider’s needs.  Key solution components included:

• Designed and implemented a replacement system using Adobe AEM Forms, integrating Process Server, Content Services, Forms, and Output components to streamline correspondence workflows to deliver a scalable solution to manage high-volume correspondence with robust support for future growth.
• Collaborated closely with the healthcare provider to design a custom UI to allow users to review, edit, and manage letters from department-specific templates, and managed the development and testing of the new user interfaces to ensure a seamless user experience.
• Developed an application to generate letters dynamically from templates to enable efficient letter creation and review while implementing “late-bind” functionality to incorporate the most up-to-date patient and guardian data at print time and automating the generation of reminder letters and print streams for the organization’s primary Print Center.
• Engineered a print engine supporting multiple input media tray selections and the insertion of DataMatrix barcodes for tracking to enable simplex and duplex print stream generation to optimize high-volume printing and sorting operations on Xerox printers.
• Provided end-to-end project management to ensure timely delivery and alignment with organizational goals while mentoring in-house development teams and augmenting resources to meet critical project milestones.

The implementation of the new Correspondence Management System delivered transformative results for the healthcare provider:

• Achieved annual savings of nearly $1M in labor and postage costs for customer by optimizing print workflows and utilizing advanced sorter/inserter capabilities already available in the organization’s infrastructure.
• Reduced manual effort and processing time through automated workflows to allow staff to focus on higher-value tasks while enhancing scalability and reliability to handle increasing volumes of patient communications.
• Minimized errors and ensured compliance with healthcare communication standards through dynamic data binding and automated updates.
• Enhanced operational efficiency with asynchronous print engine batching, which maximized throughput and provided robust restart functionality, minimizing downtime and ensuring seamless processing.
• Artech’s solution enabled the healthcare provider to modernize its communication infrastructure, improve operational efficiency, and enhance patient engagement while ensuring compliance and accuracy.