Centralized Work Order Request Management Application

Healthcare

USA

About Client

H2 Health is a U.S.-based multidisciplinary healthcare provider offering outpatient therapy services across 11 states. Their network of clinics delivers physical, occupational, speech, paediatric, and ABA therapy, with a strong focus on accessible, high-quality care. Built around a mission to support both patients and clinicians, H2 Health combines expert therapy services with a patient-first approach, making them a trusted provider in the outpatient healthcare space.

Problem Statement

Fragmented request submission

Clinic staff raised work orders through calls, emails, or spreadsheets, leading to delays and inconsistent record-keeping.

Lack of visibility and tracking

Supervisors and administrators could not easily monitor the status of requests or enforce accountability across sites.

Manual escalations

Escalations and prioritization depended heavily on individuals, resulting in critical issues sometimes being overlooked.

Limited vendor oversight

With multiple vendors engaged, there was no structured way to track performance, turnaround time, or cost implications.

Reporting gaps for leadership

Leadership lacked a consolidated, realtime view of operational metrics like request volumes, SLA adherence, and cost trends.

Problem Statement

Clinic staff raised work orders through calls, emails, or spreadsheets, leading to delays and inconsistent record-keeping.

Supervisors and administrators could not easily monitor the status of requests or enforce accountability across sites.

Escalations and prioritization depended heavily on individuals, resulting in critical issues sometimes being overlooked.

With multiple vendors engaged, there was no structured way to track performance, turnaround time, or cost implications.

Leadership lacked a consolidated, realtime view of operational metrics like request volumes, SLA adherence, and cost trends.

Solution

Centralized Request Management

Work Order Submission

Clinic staff can easily submit maintenance requests through a standardized portal by selecting location, issue category, and priority. Attachments like photos and documents provide additional context, while validation rules ensure accurate request logging.

Smart Assignment & Routing

Supervisors manage all incoming requests through a centralized dashboard where tasks can be assigned to technicians or vendors. Automated routing, SLA tracking, and escalation workflows help ensure faster issue resolution and accountability.

Real-Time Operations Tracking

Technician & Vendor Workspace

Technicians and vendors receive real-time task updates with issue details, location information, and attachments. They can update progress, upload invoices or quotes, and communicate directly within the platform for smoother coordination.

Automated Notifications & Escalations

The platform keeps all stakeholders informed through automated status notifications and approval workflows. SLA breach alerts and escalation triggers ensure critical issues are addressed proactively without communication delays.

Analytics & System Administration

Preventive Maintenance & Insights

Recurring preventive maintenance schedules help reduce unexpected failures and improve compliance. Power BI dashboards provide visibility into KPIs such as resolution times, vendor performance, operational costs, and technician efficiency.

Audit Logs, Reporting & Analytics

Administrators can manage request categories, user roles, SLA timelines, vendors, and clinic onboarding without developer dependency. Built-in audit logs ensure transparency, governance, and long-term scalability of the platform.

Solution