US 2005/0038696 A1 · System and method for managing requests for medical transportation

Abstract

A call center for handling requests for medical transportation utilizes a system that assists a call center agent by automatically determining, or prompting the agent to ask for, all information needed to assess the level of service required and the effects of any applicable contractual provisions. The system captures information relating to the patient and the requested transportation, and applies service level rules representing the applicable regulatory requirements for medical transportation at the location of the patient to determine the required level of service based on the patient's condition and needs. The system further applies business rules representing the contractual provisions that are applicable to the requested transportation to determine responsibility for the cost of transportation, the authority of the requester to change the level of service or other aspects of the transportation, and the responsibility for the cost of transportation in the event that an aspect of the transportation has been changed.

Claims28

Dependent claims

A system for managing requests for medical transportation, comprising:

a plurality of service level rules stored in computer readable media, the service level rules expressing associations between service levels of medical transportation and patient diagnoses, patient equipment needs during transportation, and patient medication needs during transportation;
a plurality of business rules stored in computer readable media, the business rules including rules expressing associations between locations of transportation and contractual transportation performance standards;
and
a rules engine for applying said service level rules to received information relating to requested transportation to determine a service level for said requested transportation and for applying said business rules to received information to determine performance standards for said requested transportation.

1 more element

A call center system for handling telephone calls from callers located in one or more geographic locations requesting medical transportation, comprising:

a server comprising a rules engine for applying service level rules and business rules to information received from a caller regarding requested transportation;
and
a call center agent computer communicating with said server, said computer displaying user interfaces for receiving information obtained by a call center agent from a caller regarding requested transportation and for displaying information determined through application of said service level rules and business rules to received information,
wherein the service level rules include rules expressing service level regulations that are applicable to locations served by the call center, and the system applies the service level rules to information regarding requested transportation to determine a service level for the requested transportation in accordance with regulations applicable at a location of a patient to be transported, and
wherein the business rules include rules representing contractual provisions applicable to transportation of patients served by the call center, and the system applies the business rules to information regarding requested transportation to determine at least one of a performance standard for the requested transportation, responsibility for a cost of the requested transportation, authority of a caller to change a service level determined by the system for the requested transportation, authority of a caller to change a performance standard determined by the system for the requested transportation, and responsibility for the cost of the requested transportation upon a change of a service level or performance standard.

2 more elements

Dependencies are inferred from the claim text.

System and method for managing requests for medical transportation

Life of this patent

System and method for managing requests for medical transportation

Life of this patent

Abstract

Claims28