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Date of Submission
Fall 12-11-2025
Project Type
Capstone
Major
Industrial Engineering
Degree Name
Bachelor of Science in Industrial and Systems Engineering
Department
Industrial and Systems Engineering
Committee Chair/First Advisor
Dr. Luisa Valentina Nino de Valladares
Abstract
This project narrowed to enhancing the workflow consistency and effectiveness of the Patient Arrival Specialist (PAS) position within Emory Healthcare's Primary Care Clinics at the Belmont and Acworth locations. As the initial patient contact, PAS personnel impact patient experience. They also work on many administrative duties that are very important not only financially but just for the clinic to function; these duties must be done. Currently, though, processes highly differ between sites such that patient check-in time, task priorities, as well as workload distribution among personnel, are inconsistent.
To resolve these challenges, the project team utilized Industrial and Systems Engineering concepts, integrating time studies, workflow mapping, simulation modeling, and Lean improvement of processes. Using data analysis, the team aims to translate inefficiencies in existing workflows to numerical values, simulate system operation with varied staffing levels and processes, and recommend standardized procedures with best practices for PAS operation.
The project's results will be a standardized workflows, simulation performance assessment based on simulation, as well as recommendations that streamline front-desk functions, minimize variability, and promote patient satisfaction. The products will aid Emory Healthcare’s vision of operational excellence through the creation of sustainable workflow standardization and workforce development strategies. This project will, in the long run, be the basis of the wider process of improvement projects within Emory’s patient-facing operation enhancements.
Report
PAS Workflow Improvement Poster.pdf (643 kB)
Poster
PAS Workflow Improvement - Slides.pdf (8144 kB)
Slides