From Binders to Interactive Workflows: Shields Health’s PET/CT Team Embraces Zingtree

Challenge: Streamlining in a high-performing network

At Shields, they understand every moment counts in patient care. Timely access to PET/CT imaging is essential to Shields’ commitment to high-quality care, especially for patients facing complex conditions.

As Shields expanded across New England – now supporting 30+ imaging and surgical centers – its patient care teams worked hard to deliver fast, accurate, and compassionate scheduling experiences. They recognized the opportunity to evolve their internal systems to keep pace and continue providing a seamless experience for every patient.

• Training resources needed modernization. Materials lived across binders, PDFs, and shared drives, making updates and access challenging.
• Insurance workflows had room for simplification. Representatives navigated complex payer processes without a single, centralized reference.
• Remote agents required more unified tools. Employees working off-site needed more consistent institutional knowledge.
• Training was ready for optimization. New hire ramp-up took time; a more efficient approach could speed training while focusing on quality service.
  

“Insurance training previously took five weeks, reflecting the complexity of payer-specific processes. Streamlining this process presented an opportunity to improve the workflow experience for staff AND our patients," recalled Kelley White, PET-CT Patient Access Director.

Solution: One platform, one source of truth

In March 2023, Shields introduced Zingtree to its patient care team to centralize workflows and simplify insurance validation. The team started with a clear goal: empower representatives to resolve patient requests accurately the first time, while accelerating onboarding and minimizing errors. 

Key capabilities deployed:

• Input-first decision trees: PET/CT scan eligibility logic for each payer—automated, auditable, and always up-to-date. 
• Embedded knowledge & portals: Patient care representatives could access everything in one place—no toggling between platforms or hunting for bookmarks.
• Real-time orchestration: Direct launches from RIS systems ensure patient care representatives never need to leave their workflow.
• No-code workflow builder: Managers build and update workflows themselves—no IT tickets, no lag.

Customer care representatives could click on a payer like Medicare and instantly view authorization requirements, medical necessity rules, and direct links to payer portals. 

"Everything is readily available for our patient care representatives. They can log in. If the patient has Medicare, they're able to click on Medicare, and it tells them exactly what is needed." "It became a one-touch, one-shop system," said White. "Everything they needed was right there."

Implementation: Fast, focused, and clinically informed

Encouraged by the early impact, Shields expanded Zingtree to clinical workflows and call scripting, then to ASC operations. 

Expansion to other areas within the PET/CT department is next, with implementation already in testing. White is personally overseeing the buildout of PET/CT workflows, ensuring they align with the department’s complex needs—including fasting protocols, real-time insurance checks, and self-scheduling integrations.

Shields' internal culture is central to their brand, and change management was handled with care. The team launched a creative internal campaign, mailing small "zing-mazing" trees to staff to build excitement and thank them for their support of the initiative. 

Super-user cohorts led training efforts, and Zoom walkthroughs helped remote representatives get comfortable with the new platform. A built-in feedback button allows agents to flag outdated content, ensuring updates reach the right authors instantly.

Results: Greater Efficiency, Better Access, Empowered Staff

• 60% faster insurance training — cut from 5 weeks to just 2
• 50% shorter total onboarding — 6–8 weeks to full productivity
• Significant reduction in PET/CT reschedules — due to improved clarity and consistency
• 10-day average for insurance clearance — accelerating patients’ paths to care
• Digital-first workflows — reducing reliance on manual systems and hard-to-find materials

The implementation aligns closely with Shields’ Six Sigma efforts to improve efficiency and data-driven decision making. By ensuring patients are booked upon receiving insurance clearance, Shields has significantly reduced day-of cancellations and increased throughput.

“Zingtree brought added clarity and consistency into our workflows,” said White. “It helped us streamline training, support confident decision-making, and foster better collaboration. Everything our team needs is now in one place.”

The future: Scaling from PET/CT to systemwide standard

Looking ahead, Shields aims to explore similar opportunities that Zingtree can provide, this time across other departments, including potential expansion into self-scheduling workflows and deeper integration with automation tools like Plenful.

Zingtree has become a foundational part of the organization's digital strategy—not just a support tool, but a transformation platform.

"It’s not just about access—it’s about providing more accountability," said White. "If a team member has a question, the first thing I ask is: Did you check Zingtree?"

About Shields

Shields Health is a trusted leader in outpatient medical services, specializing in MRI, PET/CT imaging, and ambulatory surgical services. With a focus on patient-centered care and innovative technology, Shields is dedicated to improving healthcare access and outcomes across the region. For more information, visit the Shields Health website at www.shields.com.

About Zingtree

Zingtree is the AI automation platform that gives support teams control over how AI automates complex resolutions – connecting the dots between data, logic, and compliance.