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Solutions
Description
Compatibility Level
Clients
Product Capabilities
Use cases
EHR integrations
Client types
Awards
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Company details
Jump to:
Categories
Solutions
Description
Compatibility Level
Clients
Product Capabilities
Use cases
EHR integrations
Client types
Awards
Differentiators
Keywords
Media
Company details
Amwell
Amwell
m.Care
m.Care

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Categories

Solutions

Description

Product Description:

Amwell offers a leading digital healthcare enablement platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital healthcare will transform healthcare. The Company offers a single, comprehensive platform to support all digital healthcare needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers digital healthcare solutions for over 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives. For more information, please visit amwell.com.

About Amwell:

Amwell (previously known as American Well) is a leading digital care delivery platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. The Company offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, behavioral health, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 240 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, reaching over 80 million lives.

Product Description:
LifeScience Technologies has developed a remote patient engagement platform called m.Care. The Patient Engagement mobile app has over 60 separate, yet integrated, software applets that run on smart phones and tablets. Applications include tracking for physical activity, nutrition, medication adherence, and monitoring of key vital signs. Additional applets also capture videos and photographs, provide education, gamification, and much more. We integrate with fitness and Bluetooth-enabled devices and most applets use voice recognition, providing significant flexibility and utilization for the end user. Hospitals are free to pick and choose which applets they would like to use to manage the needs of a specific patient or group of patients. These applets communicate with our servers and the resulting data allows hospitals and medical professionals to better monitor, manage and communicate with a specific patient population, such as patients with a particular disease, chronically ill patients or discharged patients who have had major surgery. The intent is to improve overall outcomes by showing, on a “real-time” basis, whether a patient is improving or regressing after they are outside of the hospital’s direct care. This will also assist in reducing potential CMS readmission penalties. The back-end system is an extensive, web-based, Care Coordinator Portal, complete with an easily configurable alert and task management system, as well as dashboards for monitoring the assigned patient population. The platform uses data analytics and predictive modeling to proactively manage a targeted patient population. In summary, m.Care is a virtual care platform for remote patient monitoring and patient engagement.
About m.Care:

m.Care is powering virtual care programs at leading, innovative healthcare systems across the U.S. These healthcare systems, including OSF Healthcare, serve thousands of at-home patients utilizing the predictive and proactive technology created by m.Care. m.Care is a patient-centric, client-focused solution for patient engagement. Dedicated to improving patient outcomes, while lowering the cost of healthcare delivery, m.Care empowers individuals to take responsibility for their own health care, while providing the care team with insight into the patients assigned to their care. m.Care believes the growing demands being placed on health care providers can best be addressed by merging state-of-the-art technologies with the specific needs of the clinical community. Our experience shows that a good “partnering” relationship is the best way to respond to those demands. You will find m.Care to be a very good partner.

Compatibility level

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Clients

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Product Capabilities

The Amwell solution is fully web responsive, with multiple patient access points, thus allowing the same experience to be accessed via any device (laptops, desktops, phones, tablets, etc.). The experience does not require an app download, thereby streamlining the user journey and reducing friction/drop off. What's more, this experience can seamlessly be embedded into your own web-based or native mobile digital experience. Consumers join video visits simply by clicking on a link in an email or text message—no registration or download is required. Alternatively, the solution may be available via a native iOS or Android app if it is embedded into such an app. Amwell's real-time translation in the visit offers an improved experience for non-native speakers. Consumers may enable real-time translations and to translate other participants’ language into their preferred language in captions. Users may also select their spoken language from the list of supported languages: English, Spanish, Portuguese, French and German. If translation is enabled by another participant, a pop-up window will appear, prompting the user to select a language. Amwell is working with Globo Language Solutions and offers an Interpreter App that enables 24/7 access to ISO 9001 and ISO 17100 certified, HIPAA compliant interpreters to enhance care delivery.

Amwell’s intake process mimics that of a brick-and-mortar practice. It begins once the consumer chooses to connect with a provider and collects conditions, medications, allergies, and vitals. Users fill out custom intake information to inform the provider of their reason for visit, medical history, preferred pharmacy, and any additional documentation they would like to share with the provider, including photos. Users quick-select discussion topics from a standard list or write in their own concerns, as well as attach photos, if applicable. In addition, our integration with RPM devices, such as Apple’s HealthKit gives providers instant access to health data through a seamless exchange. The intake process is highly configurable to support the complex use cases and workflows our partners maintain. This includes collecting medical context for the visit, a brief history, and insurance and/or payment information. Intake workflows are tailored to streamline input or be problem-focused to capture the required pertinent data. Once a consumer joins a video visit, a staff member may enter the room to engage with the participant prior to the provider’s arrival, bypassing the need for a separate virtual waiting room. This workflow enables staff to conduct prerequisite evaluations to prepare both the consumer and the provider for the visit. Staff may review intake information, use the chat tool to speak with the participant, take additional notes for the provider, update the participant on provider arrival time, or clear the consumer, letting the provider know the person is ready to be seen.

Converge leverages best-in-class technology from Twilio to provide the most stable and HIPAA-compliant video and audio connectivity in the market. The use of Twilio ensure low-latency video scaling, prioritizing the audio connection, and supports different tools to detect video quality. The core video console functions have been designed to support a quality, intuitive visit experience for all participants. Consumers can toggle their camera and microphone on and off, share their screen, check or change their video and audio outputs, enter and exit full-screen mode, make a phone call during the video visit, obtain support from a customer’s dedicated support page, provide feedback and/or report issues during the video visit, toggle between the default view and grid view, and switch to a phone (audio only) connection if video is not working. The Converge video experience is also optimized to support both two-way visits between a provider and a consumer, as well as multiway video visits.

Converge is accessible to providers via Epic and Cerner so that they may document in the EHR. Providers launch into the visit from the consumer’s record and document directly in the EHR encounter created for the appointment. Within Cerner, at the time of the scheduled appointment, the provider navigates to the consumer’s record and clicks Start Visit to open the Converge SMART app from PowerChart. The visit is launched in a new browser window. Within Epic, at the time of the scheduled appointment, the provider navigates to the consumer record and clicks Start Visit to open the Converge SMART app from Hyperspace, Haiku, or Canto. The visit is launched in a new browser window or a mobile browser, as appropriate. The Visit Preview window enables providers to preview their video feed and toggle their microphone and camera on or off prior to full entry into the visit. Once the clinician is satisfied with their selections, they click Start Visit to be sent into the visit.

Amwell provides seamless, automated, real-time eligibility via HIPAA-standard 270/271 transactions and claims/ERA integration via 837/835 transactions. Both real-time eligibility and claims are facilitated by our integration with select clearinghouse partners. This functionality allows the Amwell platform to present the patient with an accurate cost share (copay or coinsurance amount) during visit intake and submit the claim for the online consultation directly to the insurer. Payment processing is offered through Stripe Payments, a best-in-class card and local payment method processor enabling pre-visit payment method authorization and post-visit copay collection. Electronic prescribing in Converge is made possible through our integration with DrFirst, a best-of-breed electronic prescribing solution. Amwell has developed a comprehensive integration with DrFirst in Converge, thus creating the most accurate and intelligent pharmacy services supported through telehealth consultations. All documentation workflows (orders, labs, referrals, etc.) are maintained within existing channels if using scheduled visits in the EHR.

Amwell end user helpdesk is available 24/7/365 and is included in the contract price. Customer support representatives provide Level 1 phone and email support directly to end users or may serve as a Level 2 escalation point to the operator's Level 1 customer support or helpdesk depending on contracting arrangements. All customer service representatives are located within the United States. If we are providing Level 1 customer support, our customer service representatives will be able to guide end users through the troubleshooting process to resolve the issue at hand. Alternatively, we can provide training to a client's customer service representatives if the client decides to provide its own Level 1 support to end users. Customer support is currently available via email and phone, with plans to expand support to additional channels within the next year. Additionally, a help page is accessible to consumers in the visit console browser footer. This page includes a list of FAQs and troubleshooting steps for common issues encountered when launching or having a visit. The page also includes a link to launch the technology check and configurable contact information for customer support.

Converge has the flexibility to adapt to each customer’s preference for provider prioritization. Providers may be prioritized based on rules within the solution. A key aspect to meeting our customers’ configuration and customization needs is the ability to segment providers according to geographic location, specialty, healthcare brand or system, and performance ranking, and present them to consumers in a clinically relevant manner. During intake, the consumer is required to select their location, by state, to ensure all clinicians displayed are licensed to see them and prescribe (if applicable) in the state where the consumer is located. Providers may be prioritized based on defined rules. For urgent care services, we can blend clinical services such that customer providers are prioritized to take consults first before rolling over to Amwell Medical Group. For scheduled appointments, we enable provider selection based on provider availability and consumer's preference. For queue routing outside of the tiering/prioritization, the platform’s logic looks at provider language, specialty, and state licensure for a given service line. Payer routing is a tenant level feature that can be enabled. The configuration/logic determines if a consumer can ultimately be routed to an Amwell Medical Group provider based on the insurance information entered by a consumer during intake.

Converge features a robust and flexible reporting tool called Looker, an industry-leading data visualization platform, to meet your unique business needs. With analytical tools embedded directly into our technology, a wide assortment of near real-time data is easily retrieved. Use Looker to explore, analyze, and share analytics captured on your platform. The reporting tool may be leveraged to understand utilization and outcomes for Converge telehealth visits. You may access easy-to-view dashboards and pre-configured reports that track your organization’s success at any time, including utilization, consumer and provider satisfaction, and call quality metrics. The power of Converge analytics allows you to access data analytics across your entire book of business; view aggregate and detailed reports, on demand; gain critical insights into trends, financials, and business operations; and make data-driven decisions based on real business intelligence. Data can be filtered by member's and employer groups, providing insight on utilization, actions taken within the platform, satisfaction and more. Looker also provides access to a suite of standard self-service reports, which includes detailed financial, clinical, and utilization metrics, encompassing all activity that occurs on the platform.

Use Cases

Description:

Technology: Amwell enables providers to treat patients outside the room, online. Key features of our technology include: 

  • Access via mobile, web, cart, kiosk and TVs
  • Mobile apps for providers and patients
  • Scheduled or on-demand visits 
  • Integration with EHRs through a suite of APIs
  • Ability to white-label technology 
  • Mobile software development kit to embed digital healthcare into your existing apps
  • Carts for telestroke, telepsychiatry, and other provider-to-provider consultations 
  • Automated care programs with conversational, virtual companions for continual engagement
  • Automated digital mental health programs through self-guided or coached engagements 

Use cases: Amwell has 16 years of experience, best practices, and practical know-how to help you establish telehealth use cases that serve your organization’s initiatives, extend your clinical assets, and bring care to your consumers and the communities you serve. We have partnered with our customer base to develop more than 175 unique use cases.The following are examples of use cases we have deployed with and for our customers.

  • On-demand care
  • Behavioral health
  • Digital mental health
  • Automated care programs
  • Chronic disease management
  • Home health
  • Patient triage
  • Workplace services
  • Pediatrics
  • School-based care
  • Provider-to-provider
  • Acute care
  • Language services
  • Maternity
  • Health and wellness
  • Pre- and post-discharge care
  • Scheduled visits
  • Clinic-based care
  • Care collaboration

Clinical services: Amwell's affiliated medical group: 

  • Provides 24/7/365 care 
  • Is board-certified and credentialed to NCQA and URAC 
  • Offers back-up care coverage as needed
  • Includes physicians, nutritionists, behavioral therapists, psychologists, psychiatrist, lactation consultants, women's health specialists, and nurse practioners 
  • Supports quality assurance, credentialing, and scheduling 
  • Offers clinical leadership and protocols, including physician and Grand Rounds

Go to market support: Amwell works alongside our customers to support deployment and ensure success, including: 

  • Marketing services for consumer engagement
  • Account management services
  • Technical services and integrations
  • Fleet management services 
Pediatric use cases:

More than 20 million children across the United States have inadequate access to healthcare.1 Pediatric health
systems are acutely aware of this issue, and are adopting innovative solutions to better care for their patients.
Amwell is partnered with some of the most prestigious pediatric health systems across the country on innova-
tive telehealth programs. Amwell’s telehealth platform allows these health systems to tailor workflows to meet the unique care needs of pediatric patients. Our pediatric partners are utilizing Amwell to customize care
for a range of pediatric conditions, for urgent care to psychiatry, cystic fibrosis and obesity.

Users:

Healthcare providers

Payers

Employers

Government

Higher-level education 

Consumers

Description:

Chronic care management

Pre- and Post- procedure engagement and monitoring


Pediatric use cases:

Pediatric Use Cases: - Single ventricle - Pediatric asthma - Transplants - Kidney disease

Users:

Patients and Care Team Members

EHR Integrations

Integrations:

Acute care EMR, Ambulatory EMR, Patient portal, Access +/or revenue cycle, Website / public online sources

EMR Integration & Relevant Hardware:

Recommended, but not required

EMRs Supported:

Epic, Cerner, Meditech, Athenahealth, NextGen, eClinicalWorks, Allscripts

Hardware Compatibility:

Mobile / Tablet (web optimized), Desktop, Mobile / Tablet (native app)

Integrations:

Ambulatory EMR, Patient portal, ADT

EMR Integration & Relevant Hardware:

Recommended, but not required

EMRs Supported:

Epic, Cerner, Meditech, Allscripts, athena, McKesson

Hardware Compatibility:

Desktop, Mobile / Tablet (native app)

Client Types

Awards

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Differentiators

Differentiators vs EHR Functionality:
  • Patient state verified via geolocation
  • Dedicated provider support line
  • Elibility & copay collection
  • Automated reminders sent before visit
  • Automated patient readiness emails
  • Automated digital care and mental health programs
Differentiators vs Competitors:
  • Dedicated account teams with telehealth experience 
  • Patient state verified via geolocation 
  • Access to provider supply to load balance clinicians 
  • Dedicated provider support line
  • Custom intake forms
  • Elibility & copay collection 
  • Full suite of telehealth & devices
  • White-labeled mobile & web experiences 
  • Patient engagement services
  • Grant funding support
  • Automated reminders sent before visit
  • Automated patient readiness emails
  • Automated digital care and mental health programs
Differentiators vs EHR Functionality:
Proven and available today
Differentiators vs Competitors:
Configurable monitoring plans by patient type Device neutral - support over 160 Bluetooth medical devices Supports voice recognition Data ownership, access and availability AI engine/Predictive modeling

Keywords

Images

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Videos

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Downloads

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Company Details

Founded in 2006

Founded in 2012

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