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Innovative Solutions in Healthcare Management
Desiree Carney
Western Governors University
D509
December 13, 2025
, 2
Innovative Solutions in Healthcare Management
The Affordable Care Act has made it possible for more people to access healthcare and
increased demand for services. In primary care services, this increased demand has strained
clinical operations due to ineffective workflows that fail to address prolonged wait times,
resulting in poor patient satisfaction and revenue loss. To address these inefficiencies, the
organization needs to adopt solutions that enable transparent communication and real-time
coordination. This paper proposes the use of a technology-based centralized dashboard, the
Clinical Operations Command Center (COCC), to improve patient throughput, decrease wait
times, and improve patient satisfaction.
Description of the Technology Innovation
COCC is a patient flow management system that integrates with the Electronic Health
Record (EHR) and scheduling system to provide operational data from exam rooms, support
staff, including medical assistants, and providers. Two key features of the COCC include a real-
time patient flow dashboard and predictive alerts. The real-time dashboard will display room
status, patient location, and provider availability with timestamps. The dashboard is viewable by
all team members, increasing communication among front, desk, back office, and provider
teams. Predictive alerts will use workflow data to identify when wait times are escalating due to
various factors, such as provider or rooming delays or imbalanced room utilization. Two relevant
functions of the COCC include centralized coordination and load balancing. Because COCC is a
centralized command center that tracks patient movement throughout the visit, it has the capacity
to display operations in real-time and ensures that all team members have access to the same
information. Load balancing enables the system to identify when rooms or providers are
Innovative Solutions in Healthcare Management
Desiree Carney
Western Governors University
D509
December 13, 2025
, 2
Innovative Solutions in Healthcare Management
The Affordable Care Act has made it possible for more people to access healthcare and
increased demand for services. In primary care services, this increased demand has strained
clinical operations due to ineffective workflows that fail to address prolonged wait times,
resulting in poor patient satisfaction and revenue loss. To address these inefficiencies, the
organization needs to adopt solutions that enable transparent communication and real-time
coordination. This paper proposes the use of a technology-based centralized dashboard, the
Clinical Operations Command Center (COCC), to improve patient throughput, decrease wait
times, and improve patient satisfaction.
Description of the Technology Innovation
COCC is a patient flow management system that integrates with the Electronic Health
Record (EHR) and scheduling system to provide operational data from exam rooms, support
staff, including medical assistants, and providers. Two key features of the COCC include a real-
time patient flow dashboard and predictive alerts. The real-time dashboard will display room
status, patient location, and provider availability with timestamps. The dashboard is viewable by
all team members, increasing communication among front, desk, back office, and provider
teams. Predictive alerts will use workflow data to identify when wait times are escalating due to
various factors, such as provider or rooming delays or imbalanced room utilization. Two relevant
functions of the COCC include centralized coordination and load balancing. Because COCC is a
centralized command center that tracks patient movement throughout the visit, it has the capacity
to display operations in real-time and ensures that all team members have access to the same
information. Load balancing enables the system to identify when rooms or providers are
