The Benefits of Automated Outreach

Posted by Brad Veach on Tuesday, May 29, 2018

Ensuring patient populations are getting the care they need is a challenging task that many healthcare providers are struggling with today. We’ve discussed before some of the ways that consumer scheduling and referral coordination solutions are helping providers improve patient access. We also recently wrote about how we are specifically helping call centers. Now we would like to discuss how automated outreach combined with the ability to schedule appointments in real-time can help close gaps in care.

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Guiding Patients to the Right Care

Posted by Brad Veach on Wednesday, April 25, 2018

As consumerism and value based initiatives continue to change the landscape of healthcare, access to care has become a key part of the new paradigm. However, opening access without a specific strategy or without the proper protections in place often creates more challenges than it solves.

What patients really need is access to the right care.

This means the goals of the provider organization must be aligned with their resources in an intentional way. Whether it’s a patient self-scheduling, a care coordinator scheduling a referral, or a call center agent helping a patient find a provider, care delivery must be mapped to the patient’s needs. In our experience, we’ve learned this doesn’t happen by chance. Instead it takes a concerted, strategic effort, complemented with smart technology, to bring the pieces together to provide a navigable care network.

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7 Ways to Accelerate Your Healthcare Call Center

Posted by Brad Veach on Tuesday, February 13, 2018

Healthcare call centers play an important role in the healthcare ecosystem. Some are performing outreach to close gaps in care, others are receiving inbound calls from patients trying to book appointments, and so on. Whether the focus is inbound or outbound, one issue remains, identifying the right provider and booking the appointment is difficult.

Typically, massive spreadsheets and/or three-ring binders full of provider information and scheduling rules must be combed through by agents to find the right provider. Once the provider is located a three-way call must be initiated so the call center agent can find a time that works for both the patient and the provider for an appointment. Many times, these three-way calls are unsuccessful, and even when they are successful, they are always tedious and time-consuming.

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How Humana Improved Access and Outcomes

Posted by Brad Veach on Tuesday, August 15, 2017

Humana was looking for a way to enhance access to specialists and improve clinical outcomes across their provider network with a digital solution. Typically, coordinating referrals across a disparate provider network has many challenges: long delays between referral order and actual appointment, identifying appropriate specialists, inefficient appointment coordination and scheduling, and inability to track data in real time.

These challenges lead to poor patient experience, diminished access to care, wasted time, negative clinical outcomes, and increased medical costs.

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How to close more gaps in care with digital care coordination

Posted by Brad Veach on Tuesday, July 18, 2017

Pay-for-performance incentives are impacting health plans’ bottom lines. To maximize these incentives, health plans need to improve quality scores by closing more gaps in care. Population health vendors have come a long way in identifying those gaps and then taking action to close them, but often times it all falls apart on the last step.

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