Clearstep Smart Access Suite

First Contact Navigation: 

Patient navigation was an obvious first choice given rampant need both organizationally at Baylor but also to empower their consumers and prevent network leakage at the health system. Pete holds intense conviction that solving patient navigation, access, personalization, and convenience is paramount to Baylor’s consumer-centric strategy. It was a no-brainer to start here. Baylor’s First Contact navigation app is described simply, but complex logistically. From the user side, a patient enters symptoms. Then engages in a chatbot discussion. Later on, the patient has option to speak to human being if they need to. By the end of 5-8 interaction, the patient gets scheduled with the right Baylor provider or finds the right care setting.

In developing the First Contact app, Baylor conducted quite a bit of research, applying consumer business principles and looked at consumer journeys. In other words, Baylor asked themselves “what is the typical consumer journey here, and how do we reimagine that journey, and synchronize the care?”

“If we get that right - navigation, expand the ecosystem with more choices, and synchronize the patient journey, that the patient will be more delighted, and most importantly, you’ll have better outcomes over time.” More touchpoints lead to better outcomes.

In one of its trial runs, Baylor researchers asked the participants “if you didn’t have our navigation tool, where would have you gone?” 60% of the respondents responded that they would have picked a different location, and generally this pick would have resulted in a a higher cost, higher acuity location. Marinate on that point for a second. SIXTY percent of the people flowing through healthcare systems are entering the system at the wrong place. As Pete described it (and I think it’s pretty apt), it’s like going to buy an F-150 and ending up with a Ford Taurus.

Baylor re-routed something like 80% of patients who WERE going to go to the ED to urgent care or virtual visits. And so as Baylor’s demand for services shifted, and as the organization moves over time from supply-driven to demand-driven, that means Baylor’s supply side - their asset base - needs to respond. Now, instead of building solely for supply, Baylor’s healthcare asset additions relate to what customers want, and they have the data to understand those patterns.

Clearstep has been a trusted, collaborative partner in providing low acuity care navigation to our unauthenticated patient population. We experience over 6K webpage loads per month (~8% web traffic engagement rate) with a 80% average conversation completion rate. I have been pleased to see our CTA engagement rate hovering around 60%. We look forward to building upon this partnership as we work to expand to the authenticated environment.

We implemented Clearstep in 2024 as part of a broader initiative to simplify our ingress + better guide patients to the right care (virtual, in-person, etc.), accounting, dynamically for their needs, acuity, location, preferences, insurance, past history, etc., as well as the access we have available.

Our experience with both the product and the team has been great. We really appreciate the partnership we have with the Clearstep team, who have been collaborative in development of a shared vision for where their platform can be evolved to address a broader and deeper suite of needs within Ochsner. The core solution, itself, is intuitive and user-friendly; we appreciate the clincial accuracy and visibility we have into the traige pathways their platform recommends; it's been seamless to integrate into our unauthenticated spaces, and we've seen good traction in the call to action that Clearstep recommends. We're looking forward to positioning the core offering within MyOchsner as well as a host of expanded and more progressive use cases.

Overall, can't say enough positive things about Adeel, Bilal, Quin, and the entire Clearstep team.

ClearStep has been game changing in intelligently routing patients to the right care access points in a way that drives a great patient experience and optimizes access for the Healthcare system. The customer service provided by ClearStep as a company is second to none - they have worked hand-in-hand with us to evolve the product to solve multiple use cases (patient self-navigation and patient triage navigation). 

Smart Access Suite enabled our health system to get real time answers to our patients and direct them to the right care at the right time. It was super easy to deploy. The maintenence was also very straightforward and the vendor was incredibly helpful with any requests we would add to our roadmap. Would highly reccomend and they have so many next generation features that will help any admin heavy health system automate their back office functions. 

With Clearstep’s Smart Care Routing, Duly has an “easy button” for our patients that enhances the human relationship.

"Mount Sinai is committed to providing exceptional care that is timely and accessible; a seamless digital experience ensures that our patients take advantage of ongoing support and resources, proactively engage with their care team, and feel empowered to manage their health progress," Mount Sinai Health System CIO and Chief Digital Officer Kristin Myers said ... "Our latest digital tools, including the self-triage system created with Clearstep, enhance our commitment to innovation and ability to provide equitable patient care and services."

"We were looking for quick wins and easy changes. Clearstep was simple to implement and kickstart momentum for innovation."

Source: https://www.clearstep.health/case-study/duly-health-care

"This system saved lives."

"This type of AI made us feel more secure in our response to COVID-19."

Source: https://www.clearstep.health/case-study/baycare

"At Novant Health, we are always looking into solutions that combine our focus on purposeful innovation and human centered care (both patient and care team.) As we’ve invested a lot of time and resources into AI, Clearstep has helped us drive engagement in our targeted channels and get [patients] to the right level and venue of care, which has proven to be successful for us and a win for the patient."

Source: https://www.clearstep.health/case-study/novant-health-generates-4x-roi-with-clearstep-smart-care-routing