Augusta Orthopedic had an archaic workflow, even using a typewriter (!) to complete their forms. Their surgical schedule was copied onto a whiteboard, often leading to errors and occasionally resulted in a surgeon arriving at the wrong facility or incorrect time. After surgery, the Billing waited days or weeks to receive add-on codes, resulting in denials and lengthy appeals. Also, there was no formal tracking mechanism in place, which caused frequent cancellations. Filling cancelled slots was difficult without a waiting list of patients to be moved-up.
