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Panorama list:

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Panorama list:

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Welcome to OSF OnCall

Here's what to know about the tour:

• Select the hotspots in order to move around, or wait for the auto tour to begin.

• Press the info buttons to learn more about each team.

• Refer to the Floor Plan to see where you are on each level.

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Service Resource Specialists

Here's what they do:

• Service Resource Specialists (our SRS team) supports all the inpatient hospitals across the Ministry by assisting patients and caregivers who need nursing home or long term care, acute rehab and transportation.

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OSF OnCall Intensive Care

Here's what they do:

• OSF OnCall Intensive Care combines an expert medical staff of critical care doctors and nurses, digital technology and compassionate care to provide the highest level of quality care to ICU patients. The team currently monitors over 200 beds.

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Home Transition Specialists

Here's what they do:

• Home Transition Specialists (our HTS team) supports all the inpatient hospitals across the Ministry by arranging home health, hospice, home infusion, etc. for patients who have been discharged and need additional services at home.

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Digital Hospital at Home

Here's what they do:

• Offering an alternative to the standard inpatient acute care admission by providing all the services a patient needs for an acute care admission in the comfort of their own home.

• The digital hospital at home model provides hospital-level acute care services with a combination of in-person care and a digital command center that provides coordination, navigation, continuity of care from initial admission through the post-acute phase of care.

• Hours of Operation: 24/7/365

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Hospitalist by OSF OnCall

Here are some things you need to know:

• Provides hospitalist services, a technology-centric solution providing high quality inpatient care for adult patients remotely, 365 days a year. By combining people, processes and technology, the goal is to improve access to care, and ultimately, outcomes.

• 7 p.m. to 7 a.m. staffing by physician.

• Options for daytime staffing available.

• Direct cost savings.

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Virtual Advanced Care

Here's what they do:

• OSF OnCall Virtual Advanced Care is an interdisciplinary digital care model that focuses on the highest risk patients utilizing a predictive risk model to identify individuals with multiple or chronic health conditions.

• Patients are equipped with in-home Bluetooth monitoring devices for daily vitals, wellness surveys and routine video visits. • Patients have 24/7 access to a clinician and routine evaluation by an interdisciplinary team.

• Patients are connected to care where they are and when they need it.

• Patients are prompted to complete regular, condition-specific check-ins that will alert the clinical team of any concerning responses/trends.

• Provides ready connection to our library of curated, condition-specific educational resources.

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Daytime Scheduling

Here's what they do:

• The office scheduling team handles incoming calls and appointment scheduling across the Ministry.

• Averages over 800,000 phone interactions a year.

• Schedules primary care, pediatric and specialty clinic appointments.

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Nurse Triage

Here's what they do:

• On average, serves 10,000 patients a week, throughout the state of Illinois, as well as Michigan.

• Serves patients 24/7 and are available whenever needed.

• Average speed of answer is 6-8 minutes.

• 130 Mission Partners including registered nurses and medical office assistants make up the team.

• Mission Partners describe their role as being the first line of contact for patients, who trust us to facilitate care for them.

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On Demand Services

Here's what they do:

• Our On Demand Services teams cover our OSF OnCall Urgent Care services, both in-person and virtually.

• Many prescription medications are offered on-site for patient convenience.

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Specialty Scheduling and Answering Services

Here's what they do:

• This team includes after office hours answering services for several OSF providers and also contracted external providers, connecting patients with providers in times of need.

• Handles the majority of calls for OSF MyChart assistance, including walking patients through enrolling and helping with issues in using the OSF MyChart app.

• Point of contact for hospital follow-up calls on evenings and weekends.

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Nurse Triage

Here's what they do:

• Available 24/7 with response time of 6-8 minutes.

• 130 registered nurses and medical assistants.

• First line of contact for many patients.

• Builds patient trust.

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Virtual Advanced Care

Here's what they do:

• In-home Bluetooth monitoring providing daily vitals.

• Uses predictive risk models to provide proactive care for higher risk patients.

• 24/7/365 access to clinicians.

• Condition-specific educational resources.

• Patient peace of mind.

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Daytime Scheduling

Here's what they do:

• 800,000+ phone interactions each year.

• Primary care, pediatric subspecialty and adult specialty physician office appointments.

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Specialty Scheduling and Answering Services

Here's what they do:

• This team includes after office hours answering services for several OSF providers and also contracted external providers, connecting patients with providers in times of need.

• Handles the majority of calls for OSF MyChart assistance, including walking patients through enrolling and helping with issues in using the OSF MyChart app.

• Point of contact for hospital follow-up calls on evenings and weekends.

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Utilization Management Review

Here's what they do:

• Utilization Management and Review Specialists (our UMR team) is responsible for determining patient admission status, sending information to the insurance provider and ensuring we have approval for a patient stay in the hospital.

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Home Transition Specialists

Here's what they do:

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Service Resource Specialists

Here's what they do:

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OSF OnCall Intensive Care

Here's what they do:

• Board-certified critical care doctors and nurses.

• Collaborate with onsite team for highest care possible.

• 27% decrease in average ICU length of stay.

• 20% decrease in average ICU mortality.

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Hospitalist by OSF OnCall

Here's what they do:

• Physician staffed 7 p.m. to 7a.m.

• Daytime staffing options.

• Hospitals pay only one provider for higher quality care across multiple facilities, instead of paying multiple providers for potentially less effective care.

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Digital Hospital at Home

Here's what they do:

• Alternative to inpatient acute care.

• Hospital-level acute care at home.

• Increased patient satisfaction. Decreased readmissions and bed capacities. 20-30% cost savings.

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On Demand Services

Here's what they do:

• Our On Demand Services teams cover our OSF OnCall Urgent Care services, both in-person and virtually.

• Serves over 100,000 patients a year.

• Many prescription medications are offered on-site for patient convenience.

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Safety Companions

Here's what they do:

• They partner with our facilities to focus on fall prevention, an important strategic priority for our Ministry.

• Monitors 72 patients with high fall risk.

• 2,000+ high risk patients redirected per month.

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Prior Authorization Team

Here's what they do:

• Conducts prior insurance authorizations regarding pharmacy benefits for medications not normally covered.

• Serving over 40 primary providers.

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OSF OnCall Connect

This team truly serves all the changing needs of our communities and patients by supporting the following:

• Team includes digital health workers who support the local community needs in the field at designated hubs across the state.

• Hospital discharge program to digital monitoring of home care surgery patients.

• 10,000+ people digitally monitored during the pandemic.

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Precision Staffing Office

Here's what they do:

• This division handles all Ministry call-ins for absences which is about 200 calls per day.

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Care Hub

Here's what they do:

• Reviews needs, triages and directs to appropriate care.

• All inpatient admissions and transfers.

• Hundreds of patients redirected avoiding denials.

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Central Scheduling

Here's what they do:

• Schedules outpatient testing appointments.

• 1,000+ in-bound calls each day for the Peoria team alone.

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Digital Optimization

Here's what they do:

• Supporting all departments with system support, technology, workforce management, data analysis and training and education.

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Referral Team

Here's what they do:

• Conducts insurance company authorizations for patients needing to see specialty providers.

• Covers all regions from Rockford to Alton.

• On average, 325,000 referrals a year.

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Patient Navigators

They have a wide variety of responsibilities including:

• New patient appointments, finding primary care providers, community outreach and urgent care referrals.

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Utilization Management Review

Here's what they do:

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Precision Staffing Office

Here's what they do:

• This division handles all Ministry call-ins for absences which is about 200 calls per day. They allocate 200 Mission Partners from the Clinical Resource Team to the greatest needs daily.

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Safety Companions

Here's what they do:

• Our Safety Companions partner with our facilities to focus on fall prevention, an important strategic priority for our Ministry.

• This team monitors up to 72 patients in four facilities for fall prevention.

• Averages about 2,000 redirections of risky patient behavior per month, freeing up time for the onsite care team and helping with overall fall injury reduction as part of the Fall Prevention Program.

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OSF OnCall Connect

This team truly serves all the changing needs of our communities and patients by supporting the following:

• Pandemic Health Care Workers

• Hospital discharge program

• Tech bar support

• Pandemic Health Navigator program

• Digital monitoring of home care patients

• Digital monitoring of orthopedic surgery patients

• SHIELD project support

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Care Hub

Here's what they do:

• The Care Hub is the area within our Ministry that reviews staffing and patient needs and triages and directs patients to the appropriate point of care.

• Covers all admissions and transfers for all patient movement in the Ministry.

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Central Scheduling

Here's what they do:

• Schedules outpatient testing for a variety of areas.

• We have central scheduling teams in Peoria, Rockford, Bloomington, Pontiac, Ottawa, Streator and Mendota.

• Registers patients, including adding insurance, on top of scheduling.

• Peoria team takes an average of over 1,000 calls a day and makes outgoing calls to patients.

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Prior Authorization Team

Here's what they do:

• Conducts prior insurance authorizations regarding pharmacy benefits for medications not normally covered.

• Each insurance form is different, but some of the information the insurance companies may need includes diagnosis codes, previously failed medications and intolerances or allergies.

• Covers 37 primary care provider offices throughout the Ministry from Rockford to Alton.

• Completes all of the prior authorizations through Epic integration known as ePA or electronic prior authorizations.

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Patient Navigators

They have a variety of responsibilities including:

• Scheduling new patient appointments and helping them find a primary care provider.

• Community outreach for programs like OSF MedAdvantage.

• Managing referrals from urgent care for a variety of providers.

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Digital Optimization

Here's what they do:

• This team supports all departments across the Contact Center.

• Scope spans over systems, technology, quality and investigations, workforce management, data analysis and training/education.

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Welcome to OSF OnCall

Here are some things you need to know:

• Press the hotspots in order to move around.

• Select the info buttons to learn more about each team.

• View the map to see where you are on each floor.

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Referral Team

Here's what they do:

• Conducts insurance company authorizations for patients needing to see specialty providers.

• Covers all regions from Rockford to Alton.

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