Athena Diagnostics, Inc., expressed the need for detailed evaluation in two significant areas of its business, Client Service and Reimbursement Service. Our project analyzes the performance of the Client Service Representatives through establishing statistical models of its queuing system, designing a series of simulations, and performing these Monte Carlo simulations via SIMQUICK, a computerized simulation tool. Also, we analyze and evaluate Reimbursements Services, specifically the Appeals department, by creating a process flow model, performing a time and motion study for its production steps, and performing a cost-benefit and break-even analysis to justify the feasibility of automating the process.
Worcester Polytechnic Institute
Major Qualifying Project
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