Amwell

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.

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.

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.

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.

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.

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.

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.

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.