Overview
Sonora Quest Laboratories (SQL), manages hundreds of thousands of lab orders, many of which remain incomplete because patients forget to schedule or are unaware of next steps. They partnered with i-ology to design a fully automated Open Order Outreach System — turning fragmented manual outreach into a precise, data-driven engagement engine.
The Challenge
Revenue leakage was occurring because incomplete lab orders were never fulfilled.
Manual outreach required significant staff time and was inconsistent across teams.
Patient experience suffered because individuals often did not know an order was outstanding or what action to take.
Leadership lacked real-time visibility into order closure rates, engagement metrics, or operational performance.
SQL needed an automated, compliant, multi-channel outreach engine to accelerate order completion and increase throughput.
The Approach
i-ology partnered with Sonora Quest Laboratories to design an automated, insight-driven outreach system that improves order completion rates and eliminates manual follow-up work.
Discovery and Strategy
Collaborated with clinical, marketing, and operations stakeholders to identify workflow gaps and missed revenue opportunities.
Mapped the complete open-order lifecycle to expose bottlenecks, dependency points, and patient visibility issues.
Established clear objectives centered on automation, patient clarity, and measurable improvements in order closure.
Data Ingestion and Processing Pipeline
Built a secure Azure Data Factory pipeline to ingest Lab System open-order files, validate structure, and standardize data for downstream automation.
Applied transformation logic to ensure accuracy, consistency, and readiness for patient-facing workflows.
Implemented monitoring and alerts to maintain reliability and reduce operational risk.
Targeted Patient Outreach and Engagement
Developed multi-channel (SMS and email) outreach workflows with configurable messaging and timing.
Directed patients to personalized order-review experiences within their digital dashboard.
Eliminated ambiguity by presenting clear next steps and easy access to collection requirements.
Performance Tracking and Reporting
Engineered event-level tracking for outreach delivery, engagement, and completion status.
Aggregated engagement and operational metrics inside Azure SQL for analysis.
Delivered Power BI dashboards that provide leadership with real-time visibility into outreach effectiveness and order throughput.
The Outcome
Increased order completion and reduced revenue leakage.
Eliminated manual follow-up processes and reduced staff workload.
Provided patients clear instructions and an improved digital experience.
Delivered real-time visibility into operational performance and outreach effectiveness.
Technologies Used
Azure Data Factory • Azure SQL • Power BI • SMS Gateway • Email Delivery Engine • Umbraco