ABSTRACT
An After-Action Review of Mobile Charge Capture (MCC) (an electronic health record management tool that addresses billing, scheduling, and coding practices) software, post implementation, was the foundation of this "evaluation case" study that focused on process improvement (PI) at a Midwest United States specialty medical practice ("the practice"). Outcomes, influenced by the SARS-CoV-2 pandemic (COVID-19), confirmed substantial operational improvement from MCC activation and generated unintended positive consequences. The MCC Improved Process facilitated billing and scheduling continuity that cultivated a readiness for the nimble pivot to virtual healthcare delivery. Culture emerged as a key factor in organizational change;with additional PI opportunities identified for further study and consideration.