Table 2. Workflow automation and process improvement.

Stage	Process improvements and workflow automations
Intake and eligibility screening	• Referrals automatically ingested by CRM system, so that patients are not loaded manually. • Eligible patients are asked to self-enroll through an automatically generated survey, minimizing phone calls (though still enabling patients to be called if they do not engage electronically). • Reminders to follow-up with patients at specified time periods are created by the CRM system and assigned to navigators.
Enrollment	• CRM system uses “just-in-time” process to collect data only when needed, for example, confirming the patient's address only when they've agreed to participate in the program. • Confirmation of mailing address triggers a process by which device procurement starts.
Device configuration and setup	• Blood pressure data automatically flows into CRM system, linked to patient during procurement process. • Tasks are created to automatically remind patients to check their blood pressure (with instructions) if blood pressure data are not coming into the system. • Once a patient has sufficient blood pressure data to make a clinical decision, the system moves the patient to the next stage in the overall program workflow.
Medication titration	• Navigator puts together clinical summary of patient only when that patient is ready to be titrated, e.g., has sufficient blood pressure readings. • Navigator and pharmacist use task-based workflows to review patient and guide clinical management decision and communication.
Maintenance	• The CRM system creates future reminders (e.g., 6 months) that are automatically sent to the patient to encourage resuming blood pressure checks. • The clinical management workflow resumes once the patient's device data starts flowing again; if it does not, tasks are created to attempt other methods of reaching patient based on their communication preferences.

Abbreviation: CRM, customer relationship management.