Loyal Platform

RESEARCH & FIND CARE

Omni-channel Engagement

We live in an omni-channel world where a patient might engage in one channel and migrate to another. Loyal provides experiences across all channels including website (search, chat), email, text (SMS), voice, mail, 3rd party directories, and in-person. Loyal’s platform empowers health systems to deliver a connected and seamless experience while gathering insights and feedback at every step of the care journey.

Online Directories

It’s imperative for a health system’s provider and location information to be accurate on 3rd party listings. Loyal leverages the accurate and up-to-date information inside our data management platform and publishes this data to listing sites to ensure consumers have access to the correct information.

Loyal has pre-built API integrations with the top healthcare consumer 3rd party listing sites including Google, Bing, Apple, Facebook and Foursquare. 

Symptom Checker and Virtual Triage

Leveraging established clinical protocols and Natural Language Processing (NLP) to identify the clinical symptoms affecting the user, Loyal’s symptom checker bot can be implemented into a wide variety of workflows to support current and future patients. Health system stakeholders can adjust care recommendations based on business rules to drive patients where access is available and most appropriate.

Risk Assessments

Loyal’s Health Risk Assessments (HRAs) engage health consumers with a modern user interface, guiding the user through a series of steps and delivering results in real time using a conversational dialogue. Loyal’s HRA framework is flexible and completely customizable, allowing health system stakeholders to develop and deploy existing HRAs inside the platform.

Transparency

Feedback from previous patient encounters can be a powerful source of information to help new and existing patients determine if a provider is right for them. For most consumers, the search for a healthcare provider is a frustrating maze of bewildering choices and unanswered questions.

They want to hear what other patients have to say in order to make a decision with confidence. Maximize your use of star ratings while introducing deeper insights into what patients are really saying about their experience. Sort, approve and publish patient reviews of physicians, practices and services in a modern, intuitive format.

Care Search

Loyal’s dynamic search interface leverages our proprietary AI model and natural language processing to identify the intent and needs of the user, resulting in a more accurate care recommendation. Rather than relying on simple keyword matching and one to one search results, Loyal’s intelligent search engine can identify the patient’s need on a conversational level and more quickly determine the correct provider or service. The results are more scheduled appointments, less provider-patient mismatches, and a more ideal experience for both patient and provider.

SCHEDULE APPOINTMENTS

Care Appointments

Loyal’s self scheduling application allows patients to view and book appointments across multiple digital interfaces, including web, chatbot, and SMS. This omni-channel digital front door approach reduces the barriers for patients seeking care and allows them to secure an appointment without being redirected to a third party website or patient portal. Loyal’s user interface increases conversions by making scheduling an appointment a simple and straightforward process for patients while ensuring accuracy and data security for your internal stakeholders.

• Real-time integration with the EHR
• Patient type specific workflows
• Automated appointment confirmations via text or email
• Agent assisted scheduling dashboard

Ancillary Services

In addition to provider specific care appointments, Loyal’s scheduling capabilities can be leveraged to support ancillary services such as imaging, labs, and rehabilitation. By identifying specific appointment types inside the EHR, the platform can provide patients needing follow up care information about appointment locations and availability.

Patients are automatically communicated with via their channel of choice, guided through a simple scheduling workflow, and confirmed for their appointment. By proactively communicating with the patient, the Loyal platform can help to reduce the number of patients who fail to schedule their follow up care as well as identify underutilized appointment inventory in the system.

BE INFORMED & PREPARED

Appointment Reminders

Ensuring patients maintain their appointments is critical for optimizing physician schedules and reducing appointment no shows. Loyal’s conversational interface communicates with patients regarding upcoming appointments, and if needed, provides patients with a simple way to cancel and reschedule appointments. Appointment reminders can be delivered via email or text according to the patient’s preferences. Patients requiring additional support can be easily directed to either a live chat or phone agent, decreasing frustration and improving the overall patient experience.

Pre-Registration

The pre-registration process offers many opportunities for leveraging self-service functionality and automated workflows, reducing the amount of time, and staff resources required to collect and verify patient data. The Loyal platform facilitates communication with the patient and guides them through the necessary steps to complete the pre-registration process.

Clinical Readiness

Patients who arrive at appointments unprepared for their treatments or procedures can cause clinic delays and surgery cancellations, leading to lost revenue for the health system and frustrated patients. Loyal’s communication platform can help solve this problem by connecting with patients through multiple channels and providing them with critical information prior to their arrival. Through simple text and email reminders, messaging can be scheduled at the appropriate time, reaching the patient to either verify compliance or provide instructions on how to prepare for their visit.

Waiting Room

Loyal’s messaging and notification functionality can provide real-time updates regarding queue management, wait times and patient status, relieving staff from interruptions and keeping patients informed so they are prepared and on time for their appointments. Real-time integrations with the EHR scheduling system and ER wait times allow for up to the minute notifications delivered through SMS messaging.

GET CONTINUED SUPPORT

Billing Support

Loyal’s platform can assist patients by answering many of the common questions that arise during the billing process around insurance, cost estimations, financial assistance, co-pays, outstanding balance, and more.

In addition, integrations with billing systems allows proactive messages and reminders to help patients understand their accounts and inform them of upcoming payments or a past due balance. For additional support, patients can be redirected to speak with a billing agent via live chat either on the website or inside the patient billing portal.

Gather Meaningful Feedback

Loyal’s real-time survey solutions replace outdated snail paper surveys that deliver feedback that physicians and staff can act on.

Loyal’s custom survey can be delivered by email or SMS immediately after the patient’s experience. Using open-ended questions and natural language processing, Loyal’s solution can quickly identify emerging trends or areas for improvement. A robust dashboard provides staff with instant feedback and a full view into the patient experience.

Prescription Communication

Loyal’s messaging capabilities can be extended to include prescription refill reminders and notifications of any changes to a patient’s prescription status.

Communications can be sent via email or SMS and are supported by Loyal’s AI assistant functionality. Integrations with the EHR allow for real-time updates that seamlessly notify patients and guide them to the patient portal for further instruction.

Deliver Clinical Results

Patients seeking information about their clinical test results or updates to their medical record often struggle with where to find it, leading to increased inquiries to the call center and medical staff. Loyal’s platform proactively communicates these updates to patients keeping them informed and reducing their need for follow up questions. Loyal’s AI assistant can provide support to users inside the patient portal, helping them navigate their medical record and directing them to additional resources if necessary.

Patients, agents in billing center, call center