Administrative and Compliance AutomationsPurpose
1.2. Automatedly tracks, prioritizes, and reroutes requests that remain open beyond defined thresholds, enhancing patient satisfaction and regulatory compliance.
1.3. Automates audit trails for escalated requests ensuring accountability and faster resolution, vital for pediatric healthcare operations.
1.4. Automator applies escalation rules based on urgency, patient age, diagnosis, or compliance risks as detected in request metadata.
Trigger Conditions
2.2. No assigned physician or response registered in patient management system.
2.3. Automated keyword/priority tag detection such as “urgent,” "emergency," or regulatory deadline is reached.
2.4. Patient or guardian submits follow-up inquiry referencing prior unresolved ticket/case.
2.5. Specific combinations of case attributes (diagnosis, age, compliance flags) match escalation criteria.
Platform variants
3.1. Twilio SMS
• Feature: Messaging API; configure for automated status update and escalation alerts to staff.
• Setting: Automatedly templates escalation messages and sets "to" numbers based on escalation path.
3.2. SendGrid
• Feature: Email API; automate escalation emails with request summaries to compliance officers.
• Setting: Scheduled sends, dynamic templates, CC/BCC escalation groups.
3.3. Slack
• Feature: Incoming Webhooks/API; automated notifications in #escalation channels.
• Setting: Trigger on unresolved ticket status, automatedly sends channel mention.
3.4. Microsoft Teams
• Feature: Graph API; automate escalations as chat messages to clinical team or compliance group.
• Setting: Configure Bot to auto-post urgent case details.
3.5. PagerDuty
• Feature: Incident Trigger API; automates escalation rules based on priority/severity/time elapsed.
• Setting: Restore-on-resolve flag, on-call schedules.
3.6. ServiceNow
• Feature: Incident Management; configure "Escalate on SLA breach" automation rule.
• Setting: Automatable assignment to compliance queue.
3.7. Salesforce Health Cloud
• Feature: Case Escalation Rules; automates re-routing high-priority cases.
• Setting: Criteria-based escalation steps with automated notifications.
3.8. Zendesk
• Feature: Triggers & Automations; escalate tickets using “Time Until” or custom field rules.
• Setting: Escalatedly tags, escalates, and assigns to escalation group.
3.9. Freshdesk
• Feature: Supervisor Automation; triggers on overdue tickets, automates escalation assignment.
• Setting: Configure escalation matrix, automatedly sets priority.
3.10. Jira Service Management
• Feature: Automation Rules; automates escalation and comment posting to issue.
• Setting: “If unresolved after X,” escalates status level.
3.11. Intercom
• Feature: Workflows; automate escalation of support conversations with unresolved status.
• Setting: Tag escalations, assign to escalation inbox.
3.12. Epic (EMR)
• Feature: Orders/Inbox Automation; automates escalation alerts to physicians.
• Setting: HL7 triggers on open clinical inboxes.
3.13. Cerner (EMR)
• Feature: Millennium Worklist Automation; automates escalated patient flags.
• Setting: Auto flag unresolved tasks for supervisor review.
3.14. DocuSign
• Feature: Envelope Status Trigger; automate escalation workflow if patient forms unsigned.
• Setting: Sends automated reminders and escalation alerts.
3.15. Asana
• Feature: Rules; automate escalation of tasks by due date.
• Setting: Automatedly assigns escalation owner, comments tagged.
3.16. Monday.com
• Feature: Automations; triggers escalations on overdue items.
• Setting: Moves item to escalation board and notify.
3.17. Google Workspace (Gmail, Calendar, Chat)
• Feature: App Script Automation; automate escalation email/calendar holds.
• Setting: Automated script sends escalated reminders and meeting invites.
3.18. Zoho Desk
• Feature: SLA Management; automate escalation on breach of response timelines.
• Setting: Automatedly changes owner/status to escalation.
3.19. HubSpot Service Hub
• Feature: Workflow Automations; escalates unresponded tickets to higher tier.
• Setting: Automated triggers for task re-assignment.
3.20. Airtable
• Feature: Automations; automate escalation of records marked unresolved beyond threshold.
• Setting: Runs script to change status, emails escalated summary.
3.21. AWS Lambda
• Feature: Scheduled Functions; trigger custom escalation flows on data/integrations.
• Setting: Automatedly fetches unresolved items, pushes escalations to destinations.
Benefits
4.2. Automatable escalation protocols standardize compliance and audit logging.
4.3. Automated reduces manual efforts and errors, freeing staff for high-value care.
4.4. Automating oversight aids regulatory compliance and improves family satisfaction.
4.5. Automates traceability and reporting on escalation trends for process improvement.