This is the way we do business!

Manish Khurana, Chief Information Officer at Clinica Sierra Vista contacted me recently about Epic Referral optimization project. Manish had a backlog of approximately 20,000 physician referrals that were about to expire and needed help communicating this information to patients. A few hours later, I joined Manish and his team for a videoconference to assess the situation.

It was clear during the call that this project had become a burden, and Manish and I quickly recognized that we could help improve efficiency and realize significant savings. In no time, we had an NDA and data security agreement to them for their review.

Once completed, we contacted the USPS and identified an outdated non-profit mailing authorization, which was unknown to Clinica Sierra Vista.  We managed the interface with the USPS to update their non-profit authorization, and wrote a letter on their behalf. They simply needed to review and sign the letter and return it back to us for expedited USPS processing to realize a 63% postage savings.

We then took a deep dive into their data and identified 24.7% of their patients had multiple referrals. The information was consolidated so that each patient would receive one letter instead of one letter for each referral. This streamlined patient communication and saved additional cost. We also redesigned the letter to accommodate multiple referrals and eliminate redundant information between English and Spanish, while enhanced branding and layout.

We also collaborated with Clinica Sierra Vista’s technical team to support archiving these letters within their patient database. In addition, move updates and undeliverable records were provided for data quality.

In the final analysis, we cleared the backlog of expiring referrals within a few days. We streamlined and consolidated messaging, saved 72.6% in postage with the consolidation of records and non-profit status, while enhancing patient record information and data integrity.

We appreciate the opportunity and look forward to growing our relationship with Manish and his team. There’s nothing better than delivering real and measurable results.

Leave a Reply

Your email address will not be published. Required fields are marked *


Janet Osterdock is ZOOM Media’s President and CEO where she focuses on campaign development and implementation. Janet founded ZOOM Cross-Media in 2009 with a team of highly skilled industry specialists. She has a heart for service and works side-by-side with clients to deliver integrated high-impact campaigns. In Janet’s words “implementation is everything and it can make the difference between average performance and outstanding performance.” In her spare time, Janet volunteers in pet therapy at Shriner’s Hospital for Children.

Adam Osterdock is ZOOM Media’s Director of Business Development where he focuses on the integration of social, digital, and print media implementation in marketing campaigns. He rejoined Zoom directly after graduating from the Haas School of Business at UC Berkeley, where he earned the Cal Alumni Leadership Award and represented UC Berkeley at multiple international business competitions. In his spare time, he volunteers by teaching workshops at the local community college on small business development and business-case analysis.

Zoom Media

Zoom Media