Hear From Healthcare Experts on Today's Trends
Tara Mahoney of Avaya and Mark Wechsler of C1 discuss solutions for today's healthcare environment.
>> [MUSIC] We want to deliver high-quality care in an efficient manner, with great patient experience and outcome, with an engaged care team and staff. We've got three major areas of focus where we've seen consistent need from our health systems and we've delivered solutions. The first area is in patient access and services. All the interactions you have with your health system that are non-clinical in nature and yet still advances your care. Certainly scheduling, revenue cycle, medicine management, registration, all that business of healthcare and that is often not done face to face. So we're leveraging our contact center technologies to be able to match the right resource with the right patient inquiry. >> In working with Avaya, we have the opportunity as a comprehensive systems integration provider, to really embed communications into the fabric of healthcare. As Tara has said, that many of the tools, services, and capabilities that Avaya offers we rely on to provide the appropriate device flexibility, and to provide those closed loop communication services and systems that ensure that the patient, the provider, the payer really get the right information at the right time. >> Recently we've been working with them on automated referral. >> Right. >> Being able to ensure that patients are automatically reached out for their referrals. So they want to keep those patients A adhering to their care plan, and also ensuring that they stay within the health system [LAUGHTER]. >> There are some important characteristics that we offer in combination of Avaya and ConvergeOne. The first being expertise, the health care teams have deep experience, on average there's more than 30 years of experience from each team member. You're not going to find that dedicated resource in any business partner or in any manufacturer other than ConvergeOne and Avaya. The second is in terms of the methodology that we employ, which is really a top-down business and clinical process methodology, that determines what is appropriate for the customer as a function of needs relative to their business, and care protocol, and objectives. Then designing, implementing, and supporting the comprehensive solution that supports that. >> We've helped health systems drive booking efficiencies, increase no show rates. We've had lower cost health care through virtual care. Really ultimately why you engage is because, you've got two organizations with Avaya and ConvergeOne that have actually delivered outcome for the health systems. I think the technology and the innovation of the technology around a very specific use case, workflow that the customer is asking for. We don't build speeds and feeds just for the sake of building that. We are engaging at the very beginning, all through life cycle to the end. >> When you look at the healthcare expertise, not only within ConvergeOne but within Avaya, each of these companies has dedicated health care practices, which is unique in the marketplace. These are professionals that have lived in the industry for years. >> In the investments we've made, both on the client openness and client SDKs all the way through to server, integrating with third-party AI platforms, we know that we're just a layer. >> If you consider the Avaya breeze, services and toolkits, that's a critical compound of everything that Tara just mentioned. Because that really gives us the ability to devise workflows, processes, and information transport services that follow the clinicians need for information as a function of time, place, person, and actually the values of the data itself. It really allows us to drive information access from this comprehensive, integrated environment so that you don't need all these unique and different applications services. >> We've seen great outcomes. We've seen very high patient matching so that you actually can personally greet the patient. We've seen a savings in time, that agents now aren't identifying and validating the patient, that the automation platforms are doing that and the openness of the architecture allowed us to do the integration with their electronic health record vendor. When it comes to patient access, we are bringing in the digital channels, that people want to engage in a different way. We want to ensure that as health systems spend money on patient portal, on payment portals that they're able to bring those digital channels and deliver a great experience. [MUSIC]