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Client Story

Augusta University

Building a Single Hub for Student Health

Augusta University operates a busy student health center serving an expanding student body. As a long-time Medicat customer, Augusta has steadily layered in new tools to move away from manual and time-consuming student health workflows. Medicat has helped their team cut immunization processing backlogs, empower students to manage their own care, and free up staff time for higher-value work.

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  • School
    Augusta University
  • Number of Students
    12,000+
  • Medicat Implementation
    2006
  • Location
    Augusta, GA

The Problem

Before standardizing their immunization compliance workflows, Augusta University’s student health center juggled documents across several channels. Students could email immunization records, upload them, and call in — often doing all three. With multiple staff members working in parallel, the team was often duplicating efforts while chasing down the status of records that had arrived through different paths. 

The result was a processing backlog of five to seven business days for student immunization records. Manual review and redundant data entry made it difficult to keep up, particularly during peak periods when incoming students were submitting records for the first time.

The Solution

Working closely with their Customer Success Manager, Augusta University consolidated submissions to a single channel: the online student portal. Students now upload all immunization documentation through the  portal, as email submissions were retired to eliminate duplicate work. Built-in logic routes submissions appropriately: some records are auto-accepted, others are flagged for staff approval, and conditional questions guide the record along the right path from there.

Beyond immunizations, the portal has become the hub for all things student health. Students complete health questionnaires, self-schedule appointments at any time, view their lab results, and receive visit summaries directly in the portal. Most recently, Augusta University introduced a medication refill request form on the portal, which is another step in shifting time-consuming staff tasks to a much more efficient option.

“Immunization records used to be our biggest bottleneck. Now it’s one of our smoothest workflows.”

~ Lacey Owens, Student Health Quality & Compliance Manager

The Results

Medicat’s impact shows up across processing speed, staff workload, and the student experience. 

  • Immunization review backlog reduced from 5–7 business days to 1–2 (most often handled same day!)
  • Only allowing students to submit documents via the portal eliminated duplicate work from overlapping email, upload, and phone submissions
  • Fewer inbound phone calls and reduced phone tag for routine refill requests

    Student Experience: A single student portal allows students to schedule appointments, complete questionnaires, view lab results and visit summaries, upload and download immunization records, and request medication refills — without phone calls or emails back-and-forth. Self-scheduling gives students the flexibility to act in the middle of the night or between classes, while introducing newly independent students to managing their own healthcare. The medication refill form, routed automatically from student to nurse manager to provider, has been especially popular and has cut down on the phone tag that used to slow routine requests. 

    Service and Support: Augusta University’s team consistently points to Medicat’s support as a standout. They work with familiar faces who understand their unique needs, and describe a collaborative, problem-solving approach, rather than being left to sort out challenges alone. 

    “We always seem to talk to the same folks on your support team, and that makes things easier. They’re familiar with us. They know what we’re looking for.”

    ~ Robin Atkins, Student Health Services Coordinator