Method and system for customer service process management
US7707057B2 · kind B2 · utility
Inventor
Key dates
| Filing date | Mar 27, 2006 |
| Grant date | Apr 27, 2010 |
| Priority date | — |
| Expiry date | Mar 27, 2026 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG16H40/20
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and system for managing customer service processes for individuals and populations. In a specific health care embodiment, a clinician creates a draft care plan for a patient using template metadata. This plan includes a list of specific services to be provided. It can be routed to members of an inter-disciplinary team for input. Once finalized, workflow processes are instantiated for each service. An optimized itinerary is created for patient encounters. A workflow automation server manages the execution of each process instance, invoking resources according to workflow metadata. Care plans and encounter itineraries are automatically translated to a patient-understandable form. Clinical practice and outcomes data are analyzed to identify opportunities for improvement of the metadata. The method and system allows for selection of a population of patients, analysis of population data to identify needed services, and initiation of population interventions through automated updates to individual care plans.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.