A health system is looking for ways to drive more patients to their cardiology service line. Historically, cardiology has been one of their more profitable service lines. With a provider network featuring multiple facilities and other service lines, the system has struggled to track the downstream progress of a patient after their primary care referral. 

Leveraging Care Continuity's PCP-to-Specialist Referral Management solution, a data feed of referrals is sent to Care Continuity where the software's AI uses dozens of data points -- including diagnoses, discharge notes, patient information, social determinants of health, and more -- as well as a set of customizable prioritization rules to create a navigation queue for a team of expert navigators to personally contact and navigate.

This allows for a multi-dimensional approach to patient navigation that can predict which patients are most in need of, as well as open to, navigational assistance. 

The trained team of navigators contact the patients based on their priority ranking and can coordinate the specialist appointment between both patient and office. On average, a patient navigator can schedule a higher percentage of appointments at a faster rate when compared to other self-navigation methods. In addition, appointments scheduled via a patient navigator are statistically less likely to result in a no-show. 

After the program is implemented, health system stakeholders receive a data dashboard that shows the downstream impact of the navigation, including the total number of appointments scheduled, the number of completed appointments, the number of appointments that required procedures, and median time to appointment. 

With this data broken down by both service line and facility, a health system can focus on a profitable service line such as Cardiology, looking for areas to improve their network and make a positive financial impact. 

Medium to extra-large health systems

Elevate your approach to patient engagement

Achieve operational efficiencies, delight patients, and ease care management throughout the patient journey with an expanding portfolio of existing applications—or custom‑build your own. Work towards a comprehensive engagement strategy by continually adding automation where it makes sense. Our single solution can easily expand to additional patient journey use cases and channels.

NLU‑powered Intelligent Virtual Agent (IVA)

Deliver modern convenience when Nuance IVA accepts patient input in natural language, understands intent, and successfully resolves requests. Patients interact within natural conversations on phone lines, online chat, or messaging applications. System integration delivers access to information that drives effective self‑service capabilities, improving the patient experience.

Voice IVA routing

Surpass the capabilities of basic Interactive Voice Response (IVR), with Nuance IVA Routing on voice channels. Callers verbalize their needs—faster and easier than choosing from a laundry list of recited options—and are routed to mapped destinations like phone lines, self‑service options, or live agents. Patients get what they need while organizations decrease the number of calls handled by live agents.

Appointment Management

Automate the delivery of voice, email, and SMS appointment reminders based on real‑time data and extend the convenience of interactive confirming, cancelling, and rescheduling on the channel of contact. Alleviate care team manual work and speed service when patients modify or schedule appointments within an automated, conversational dialogue on voice and digital channels.

Patient Support

Empower patients to self‑serve telehealth visit preparation and patient portal account access or navigation issues. NLU‑powered conversational AI offers 24x7x365 bilingual assistance, with the option to transfer to a live agent.

Intelligent outreach

Strengthen the patient‑physician relationship and encourage good health with personalized outreach. From care gap reminders to broadcast messages to preventative screening notifications, thoughtful communication promotes wellness, protects revenue, and boosts satisfaction.

Patient FAQs

Extend the convenience of 24x7x365 access to answers to questions about patient care, appointments, billing, insurance, amenities, and services. Patients contact their provider on their channel of choice, interact conversationally, and receive requested information.

Rx management

Allow patients to self‑serve prescription refill requests that trigger automatic in‑workflow approval requests for physicians and refill status notifications for patients.

Biometric authentication

Protect patient data with biometric authentication through Nuance Gatekeeper and replace outdated, vulnerable authentication methods.

Do it yourself, but not alone

Harness the power of best‑in‑class Conversational AI services and APIs with Nuance Mix tooling platform and design a natural, conversational patient engagement experience. Use IVR and NLU, Text to Speech (TTS), and Speech to Text (STT) to power interactive dialogs. Once an application exists, quick adjustments allow deployment in multiple languages across multiple channels. Patients engage in natural conversations—no matter how they get in touch.

• University of Michigan Health - West