Leveraging AI & machine learning allows us to prioritize which patients to contact first based on their predicted

utilization patterns, potential for necessary downstream procedures, and the increased need for specialty care. Through prioritized engagement and outreach, 90% of patients needing a new PCP are getting their next appointment scheduled within seven days of discharge. 

By prioritizing the patients with greatest need, we’ve seen a 25% reduction in median time to appointment for new specialist relationships. Patients with the highest likelihood of needing downstream high-margin procedures were all seen within 14 days of discharge.

Streamlining how we priortize patients for navigation also results in improvements in throughput and capacity. By applying smarter, iterative models, one client has seen a 90%

growth in patient visits (and double the profit margin), 142% more visits than would have occurred without navigator intervention and 3x the volume of same day surgeries, resulting in an increase in higher margin procedures.

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