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Authenticx built a platform to get to the heart of why patients are reaching out to customer service call centers, and brings to the surface real-time trends across all customer interactions. After just two months using the platform, a national hospital system surfaced the need for agent empathy training, identified the agents who needed it, and in turn, increased empathy scores by an average of 5 points.
See how they gain a comprehensive view of performance.
Authenticx uses existing telephony platforms and know how each contact center is performing.
Reduces unnecessary calls to determine what to fix.
Helps organizations learn why people are reaching out, obtaining real-time results.
Increases insights for organizations.
Uses conversational data to hear every customer’s voice and surface critical insights.
Authenticx founder Amy Brown, was the COO of a global medical insurance company and knew that her operations team had an opportunity to be a transformational insights center for their organization. Today, Authenticx brings together every customer’s voice so you can access ongoing quality and customer experience insights.
Go to BeAuthenticx.com to learn more.
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It's easy to say health care's efficiency woes should and could be improved by technology. It's another thing to do it.
With EMR inefficiency and the general barriers they represent to tech teams in health systems, it's a wonder any new health care technology makes its way into the the forefront. It certainly helps slow the process.
More often, though, we see players with solutions that occur outside the EMR, and when they do, they are often met with skepticism and additional scrutiny. When that hurdle is crossed, we see the acquisition process move at a much higher speed. So when XFERALL made its way into the forefront, its adoption began moving quickly to help clinicians identify available bed space in facilities offering services patients need. For those in the health care industry, we know that not all hospitals provide the same services. So when a hospital has patients with specific needs -- such as behavioral health -- the process of facilitating a transfer starts with clinicians searching for available beds in nearby behavioral health facilities. That's where XFERALL began making its mark.
Today, medical transfers occur on their platform as well. This episode features Shana Palmieri, co-founder and chief clinical officer of XFERALL. A licensed clinical social worker, Shana and her team devised a system that works on a smartphone or tablet app and helps quickly facilitate patient transfers between providers. The effects of this efficiency resonate throughout the community, providing better responses and processes for law enforcement who often manage transport of behavioral health patients.
See more at https://www.xferall.com/
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We talked with Nora Belcher, executive director of the Texas e-Health Alliance, whose members include some of the biggest players in health care ... not just health tech. Her board and membership includes executives from companies like Blue Cross Blue Shield, Accenture, Cerner, major hospital systems, and advocacy groups.
As if her voice needed any additional help, that portfolio of members is makes it even stronger when regulators and legislators need (welcomed or not) input on key issues where health care and technology meet.
Nora Belcher on LinkedIn: https://www.linkedin.com/in/nora-belcher-9258978/
More about the Texas e-Health Alliance: https://txeha.org/
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For a decade, the EMR has been the metaphorical thorn in the side of everyone who works in the hospital from IT leaders to other c-suite leaders.
And of course, you can't ignore the impact on physicians and other staff interacting with the the EMR system. What Illumicare has done to bring value from that inputted data might eventually be realized as a unique system that makes this period of EMR investment worth all the trouble. Their team figured out how to scrape impactful data from the EMR interface, placing key patient information in front of the provider at the point of care.
The result is a constant building up of a top-of-mind awareness on this crucial patient data. For example, their system has the ability to examine a prescription drug order and compare the price to brand alternatives. Similarly, without having to dig into the EMR, physicians can see firsthand how much radiation exposure a patient has had from imaging before ordering additional imaging procedures.
Their approach ultimately reaches into the EMR to help physicians further operationalize patient safety improvement initiatives that go beyond other important steps like hand-washing and fall reduction protocols.
We examine some of the key statistics their team has gathered over the course of the COVID-19 crisis, examining trends in length of stay as well as prescription drugs used at the beginning of the crisis compared to recent days.
Check out more information on their website at https://www.illumicare.com.
See more about Illumicare CEO GT LaBorde at https://www.linkedin.com/in/gtlaborde.
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There was a time in the not so distant past when any conversation in a hospital that involved the mobile technology was immediately dismissed. The thought at the time was that vulnerable and elderly populations weren't mobile-savvy.
As baby boomers hang on every Facebook political post and grandbaby selfie, we know that's no longer the case. And hospitals are moving forward to ensure their mobile game is relevant.
See more about Mobile Smith at https://www.mobilesmith.com/
Our guest is Bruce Kennedy, Mobile Smith VP of provider development.
See more about him at https://www.linkedin.com/in/bruce-kennedy-611a7812b/
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We talked with Kat McDavitt in early 2020. You might recall that part of 2020 when the world had yet to be gripped by COVID-19, an embattled public discourse hadn't taken into the streets on a variety of social change issues, and we were just beginning a bitter presidential election cycle.
What has not changed since then, however, is the need for outreach and engagement at hospitals as they maintain operations and focus on how to meet goals and service their overall missions.
In this episode, we talked with McDavitt about the tricky landscape of engaging hospital leaders in B2B messaging and how to conduct marketing operations that speak to a target audience's needs.
See more about McDavitt at https://www.linkedin.com/in/katkovalchikmcdavitt/
More information about Collective Medical is available at https://collectivemedical.com/
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DeltaPath came online with the intent of bypassing clunky antiquated and expensive phone systems, allowing users to engage voiceover IP systems to make overseas connections. Today, it has evolved to address communications systems in a variety of industries.
And health care is centerstage as they look at how their technology can being more clarity and facility when patients are in distress.
See more at https://www.deltapath.com/deltapath-acute/
LinkedIn: https://www.linkedin.com/company/deltapath/
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Collective Medical has been a player in tracking patients safely to improve care for years, but their emergence exploded amid the national effort to stop opioid abuse. Now, their model is seen as a major opportunity in the COVID-19 outbreak with their COVID-19 functionality being offered at no charge for all existing organizations on the Collective Medical network. The functionality leverages data from all 50 states, advanced patient matching, and real-time communication within provider workflows for better care and response.
With talk with Collective Medical CEO Chris Klomp on his experience bringing Collective Medical from an Excel spreadsheet developed by a social worker to where it is today as a foremost technology helping hospitals and their extended clinical networks examine patient behaviors and deliver interventions to improve outcomes.
More information on Collective Medical's work on COVID-19 for hospitals is available at:
https://collectivemedical.com/covid-19-info
Follow Chris Klomp
Follow @CollectiveMed
Visit Collective Medical on LinkedIn
Check their stories out on Facebook
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Former CEO of the Oregon Health and Hospital Association Andy Davidson talks about the outlook and potential issues facing hospitals as the impact of the country’s shutdown looms large on industry financials. Looking ahead at one-year and beyond, we discuss how hospitals have yet to fully feel the sting of the shutdown with reimbursement from services rendered still flowing from months prior to COVID-19 closing in on the country. We discuss what impact you can expect as well as how solving the staffing issues doesn’t get addressed through agencies. Andy is a thought-provoking leader with proven success working with non-profit boards as well, delivering governance models that tie mission to operations.
Andy Davidson:
• LinkedIn: https://www.linkedin.com/in/andy-davidson-9580a0a/
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The world of instant connection is all our around us. As many industries like clothing and restaurant retail have made consumerism through instant engagement a common core feature, healthcare has been slow to take on connectivity through mobile-first solutions like text, video and file sharing. Certainly, the nature of privacy in health care drilled down the notion that these opportunities don’t exist for providers. But IMYourDoc challenged that, creating a platform with HIPPA compliance in a way that allows patients and physicians to communicate seamlessly, sharing images, billing information, and key information such as appointment times.
Imyourdoc.com
https://www.facebook.com/IMYourDoc
https://twitter.com/IM_YourDoc
https://www.linkedin.com/company/im-your-doc/
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Closed Loop is based in Austin and bringing the world of artificial intelligence to health care. But with COVID-19 in full force, their team launched an open source platform for organizations to easily identify the most at-risk individuals in their community. Identifying these individuals gives hospitals and community groups across the continuum actionable insight on ways to provide interventional care before exposure to the virus. The open source index can integrate into existing systems. See more at ClosedLoop.ai. Also check out their COVID-19 index online at cv19index.com or the Twitter handle @cv19index.
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Telemedicine is taking off nationally with some states moving faster than others thanks to changes in policy and payment regulations. As hospital leaders address how – and when – telemedicine will take root in full force as a standard, Dallas-based Access Physicians is taking on the challenge by concentrating on specialty services and strategically building business lines with hospitals. Their team is taking on the requirement for hospitals to maintain an antibiotic stewardship program, using telemedicine. For many, their approach could represent a major cost savings. Eddy Vadia, M.D., Access Physicians’ co-founder, is also a renowned leader in antibiotic stewardship, and he details how hospitals – especially rural and small organizations – can take advantage of telemedicine to meet the federal mandate.
Important Links:
Access Physician's website: https://accessphysicians.com/
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The hospital supply chain is complex and until recently, the focus on this area was left to only a few managers. More scrutiny is setting itself squarely in the C-suite crosshairs, however, as costs rise and taking up a larger share of the hospital expenses. In fact, according to Modern Healthcare, the supply chain is projected to outpace labor costs as the top expense for hospitals by 2021. Wrangling control of these costs over the years was largely left to contracting solutions with GPOs, but now, technology is taking hold that could give hospitals more transparency in supply and equipment costs. That’s where VeritasAdvantage hopes to make its mark. Ken Husted, vice president of operations at VeritasAdvantage, details how their cloud-based application transforms the way hospitals negotiate for and purchase medical supplies and devices. In essence, their app allows users to scan supply and equipment SKUs and compare prices paid by other hospitals in their network, which is fed in real time based on the hospitals in partnership with the VeritasAdvantage team.
Important Links:
VeritasAdvantage Website: https://www.veritasadvantage.com/
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Today's Guest: Pearce Fleming, FACHE | President | StayWell
If you’ve been involved in health care marketing and communications, you have heard of StayWell. Today, they are positioning themselves to go beyond the standard employer wellness program to integrate themselves into the operations of the provider as well as the health plan with the intent to deliver helpful information to the patient at the very precise moment they need it to help make better health care decisions. As President of StayWell, Pearce Fleming leads all functions of operations, implementation, client services and product management across all of the company's solutions and markets. He talks about how they’re positioning for the future and working to put information in the hands of consumers at multiple points of interaction to help increase the likelihood that it gets to the right place at the right time.
Important Links:
Staywell website: https://www.staywell.com/
The Connected Hospital podcast website: https://touchpoint.health/shows/the-connected-hospital/
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Today's Guest: Fritz Gartner | President | My Fit Key
Health care sees daily advances as researchers continue their march to make even clearer what we already know about the human genome. The result to date is a burgeoning industry in the incipient stages of growth with the potential of blooming into a major retail consumer industry. Just what will consumers do with the data given to them about their genome? That’s the mission of My Fit Key, which is catering its product to a sector of the economy that has the potential to do the most with it -- athletes. But to target a niche audience can be dangerous, and that’s why their goal is to focus on the executive athlete whose spending habits on their weekend warrior habit is a multimillion dollar industry. In a 2016 study, conducted by USA Triathlon of its members, the average annual expense on triathlon is about $3,500 among participants that also reported approximately $120,000 in annual income. Still, others report spending about $100,000 on a single Kona Ironman race. That’s where My Fit Key hopes to make its mark with executive athletes who look -- and spend -- deeply to determine how to make the most of their bodies.
Important Links:
NY Times article: When Amateur Athletes Pay for the Elite Treatment
My Fit Key website: https://myfitkey.com/
The Connected Hospital Podcast Website: https://touchpoint.health/shows/the-connected-hospital/
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Guest host Lance Lunsford (Texas Hospital Association) interviews Nicole Passage (Market Development at Collective Medical Technologies) about the developments being made at Collective Medical that allow hospitals to better identify at-risk patients and how this technology could help fight the opioid crisis.
For more on Collective Medical Technologies, visit https://www.collectivemedicaltech.com/.
For more on The Connected Hospital, visit http://touchpoint.health/shows/theconnectedhospital/.
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Ron Fuschillo (VP & CIO of Renown Health) speaks with John about how to deal with the alignment between business and IT. They also discuss how to get important ideas and vision to trickle into the entire organization. And, of course, they also discuss the exciting things that Renown is doing.
For more information about Renown, visit http://www.renown.org.
For more about Ron, visit his LinkedIn profile: https://www.linkedin.com/in/ronaldfuschillo/
For more on The Connected Hospital, visit http://touchpoint.health/shows/theconnectedhospital/.
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Today's guest is Abhi Sharma, Vice President of Product of Loyal. Abhi speaks with us about the patient experience in the health care environment and he shares some of the ways that they're trying to solve the issue of patient loyalty.
For more on The Connected Hospital, visit http://touchpoint.health/shows/theconnectedhospital/.
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Zac Jiwa was an Innovation Fellow at the Department of Health and Human Services and he's currently the CEO of MI7, an interoperability integration company. His experiences in the private and public sectors give him a unique insight into data exchange.
For more about Zac Jiwa, visit him on LinkedIn: https://www.linkedin.com/in/hitmanzac/.
For more about MI7, visit: https://www.mi7.io/.
For more on The Connected Hospital, visit http://touchpoint.health/shows/theconnectedhospital/.
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John speaks with Ben Kauder, Chief Product and Strategy Officer of Singular Payments, about the changing self-pay landscape in health care. They break it down and talk about the payment industry as a whole, merchant accounts, and the variety of transaction types that we see.
For more on The Connected Hospital, visit http://touchpoint.health/shows/theconnectedhospital/.
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