Digital Healthcare Enablement Platform
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.
Ability to provide multilingual and omni-channel options. No app download or authentication required for patients/members. Navigation and scheduling through existing channels, with provider launch from the EHR. Allow for patient link distribution to family members. Proxy support is provided.
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.
Ability to handle digital form upload & intake. Integrated symptom checking. Waiting room accessible to patients, providers, and staff. Patient/member queueing. Patient can share images or videos. Integration with connected devices for vitals collection. Patient/member contact/chatting. Content for patients to interact with in the waiting room. Notify patient when provider is ready to start visit. Tool for patient to test tech feasibility
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.
Ability to provide high-resiliency, high-latency video with ability to toggle to phone/audio and support for multi-party video. Patient education that can be annotated. Enable a consumer to alternate between modalities (text/chat/in-app messaging/secure portal). Asynchronous interview (including integrated symptom checking/virtual triage). Ability to “step up” to video visit or in person care if needed. Integration with connected devices, support for file sharing, screen sharing, and group chat. Notification for patients when provider has responded and vice versa. Ability to obtain patient feedback post encounter
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.
Ability to leverage existing patient demographic/medical info. Support for documentation within the EHR. Auto-generation of clinical documentation. Review, confirm, or revise diagnosis, treatment options (including escalation to a higher acuity care setting), and care plan in a timely manner and within existing provider workflow tools. Photo integration, recording integration, and ability to push AVS to patient portal.
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.
Ability to support eligibility, prescription, lab, order, and referral integration with core, host systems. Ability to provide access to real-time benefits and eligibility, show pricing options based on RTE or self-pay, and apply discounts or differential pricing. Ability to generate claims and collect patient payment. Ability to offer automated follow up & referrals on treatment, adherence, or re-engagement. Care handoffs for consumers hitting escalation or exit points (i.e, direct scheduling)
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.
Ability to provide phone-based support for patients/members and providers. Ability to provide chat or text-based support for patients/members and providers.
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.
Ability to guide to relevant providers based on coverage. Queuing to meet SLAs for 3rd party providers. Analytics on provider utilization/ productivity. Flex staffing based on supply and demand. Provider pooling to fill underutilized capacity.
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.
Ability to provide robust analytics such as provider utilization/productivity, average time per visit, most commonly treated conditions, resolution vs. escalations, volume by day and time, and patient feedback / where patient would have gone.
Acute care EMR, Ambulatory EMR, Patient portal, Access +/or revenue cycle, Website / public online sources
EMR Integration & Relevant Hardware:
Recommended, but not required
Epic, Cerner, Meditech, Athenahealth, NextGen, eClinicalWorks, Allscripts
Mobile / Tablet (web optimized), Desktop, Mobile / Tablet (native app)
In Cerner App Gallery:
In Epic App Orchard:
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.
Technology: Amwell enables providers to treat patients outside the room, online. Key features of our technology include:
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.
Clinical services: Amwell's affiliated medical group:
Go to market support: Amwell works alongside our customers to support deployment and ensure success, including:
Telehealth serves as a force multiplier in the public health response to the COVID-19 outbreak, improving access to care directly from the home and directing people to the right level of healthcare to mitigate the impact and spread of the virus. Amwell has launched a national COVID-19 response program. This module is designed to equip you with a ready-to-use solution and includes access to a preconfigured practice on Amwell staffed with providers of Amwell Medical Group. The module also includes engagement materials to drive adoption as well as reporting on enrollments and utilization in your practice.
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.
Whole person care