Key features

  • Comprehensive graphical view of patient journey, status, wait times and multi-disciplinary appointments.
  • Check-in functionality (kiosks, mobile devices, concierge).
  • Ability to verify patient details and reduce the need for queuing to see administration staff.
  • Patient SMS notifications.

About Queue Manager

Queue Manager is a complete patient check-in and patient flow solution. It is designed to help improve efficiency and visibility in the outpatient setting, as well as managing patient arrivals across Emergency Departments, Urgent Care Centres & Surgical, enhancing both the patient and provider experience through improved communication, efficiency, and clinic utilisation.

Key product benefits

Less paperwork, more patient care

Self check-in, data validation and patient tracking frees up time to help enable your staff to focus on what really matters – delivering quality care. Fewer manual processes and paperwork also helps improve clinical efficiency.

Enhanced patient satisfaction

Full visibility of patient status and progress helps minimise clinic congestion to prevent lengthy wait times, failure to attends and did-not-waits.

Cost savings

A comprehensive, consolidated overview of patient activities allows for more accurate resourcing, which helps reduce the costs and challenges associated with staff overtime.

How Austin Health streamlines claiming

Queue Manager has helped Austin Health to reduce the amount of administration they have when checking in up to 1,200 patients daily. This in turn has decreased patient wait times and allowed Austin Health to maximise its utilisation of appointments.

In this video we talk with Kim O’Sullivan, Director of Patient Flow at Austin Health.


Clinic management (Queue Manager) customer research has demonstrated on average*

67 %

reduction in did-not-waits


savings from patient check-in activities

50 %

reduction in time patients spend in outpatient department

$ 22 K

increase in revenue per month

*As at May 2016

Additional information

  • How it works

    • Patient checks-in at an outpatient department kiosk or using a mobile device.
    • Patient arrival time and status is recorded and information is verified. If data is incomplete, the patient is directed to the appropriate area.
    • Patient is provided visual wayfinding information.
    • Patient progress throughout the appointment is tracked by clinical and administrative staff.
    • Patient receives SMS updates on their appointment status.
    • Journey Boards display the appointment status of each patient, allowing departments to call on patients when ready.
    • Patient calling functionality allows staff to call the patient from anywhere in the department.
    • Functionality to capture appointment outcome and rebooking information supports efficient and effective team communication.
    • The Queue Manager Billing module enables capture of billing information.
  • Additional product features

    • Supports arrivals for both booked appointments and walk-ins for Services.
    • Allows hospitals to configure and manage Services and Multidisciplinary roles against clinic or appointment types, to manage the whole patient journey.
    • HL7 messaging and direct data access available.
    • Customised views per user and function.
    • Seamless integration with Hospital Source systems.
  • Key and optional modules

    Billing Module

    The Queue Manager Billing Module provides an electronic, end-to-end, integrated process for Medicare claims processed, removing the need for paper-based data collection. In addition, an electronic appointment outcome/re-booking form is part of the overall workflow, further streamlining the process for clinicians and administrators alike.

    Medicare Benefits Schedule payments are an important source of revenue for services provided in hospital Outpatient Clinics. Whilst the claim submission is electronic, collection of accurate information about the appointment is critical to ensure correct claiming.

    In many hospitals, the current process for capturing this information is paper based, potentially leading to the following issues:

    • Delays in submitting claims
    • Lost revenue due to incorrect MBS item codes
    • Rejected claims due to invalid data
    • Many administrative hours spent correcting errors

    The Billing Module is a carefully designed process with automated data validation providing:

    • Clinicians with relevant dropdown menu options for billables
    • Efficient, electronic processes saving clinicians and administrative staff time by removing manual workflows
    • Increased accuracy of data resulting in less errors and claim rejections

    A customer implementation of the Billing Module found:
    – 50% reduction in FTE required for Outpatient Billing related activities

    Patient Engagement App

    The Patient Engagement App offers hospitals, a safe and secure way to communicate appointment information digitally to patients, and for patients to better manage their outpatient appointments throughout the entire appointment lifecycle. The App provides appointment check-in, wayfinding, recall and optional appointment management functionality including:

    • Referral acknowledgement and waitlist notifications so patients have visibility of their progress towards an appointments
    • Appointment confirmation messages
    • Ability to request a change of appointment time/date
    • Referral expiring message, to notify patients they require a new referral prior to their scheduled appointment
    • Did Not Attend/Failed to Attend messages
    • Appointment reminder notifications and missed appointment notifications
    • Pre-appointment information packs
    • Notifications of clinic delays or patient recall
    • Post-appointment Patient Satisfaction surveys
    • Patient view of their My Health Record

    A customer implementation of the Patient Engagement Application Module found:
    – 52% reduction in Did Not Attend/Failed to Attends for patients using the App

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