Reducing patient effort can build loyalty and help improve patients’ adherence to their care plans. At the heart of this effort is understanding patient or care Intent Understanding journey intent, which helps health systems connect patients with the right care more efficiently.
By leveraging an open platform that integrates seamlessly with
EHR systems, health systems can deliver context-rich experiences, helping to ensure patients receive personalized support at every stage of their journeys.
Traditionally, patients calling a health system mobile database might have to navigate multiple staff members before reaching the right resource. By integrating contact center technology with EHR systems, health systems can streamline this Intent Understanding process with AI-powered routing and tailored screening questions.
These solutions help connect patients to the right clinical or administrative resources. And that can help reduce friction while freeing healthcare staff to focus on more complex patient needs.
Outbound Communication Drives Proactive Care
Proactive outbound communication is a key component of understanding and addressing patient intent. When health systems recognize a patient’s need, and the communications platform integrates with EHR work queues, personalized outreach can help patients stay on track with their care plans. These communications can include:
- Scheduling referral appointments.
- Conducting discharge follow-ups.
- Addressing questions about it is better to play it safe and make a copy medical equipment.
Health systems often depend on patients to schedule referrals or manual outreach from staff. But findings from Genesys research published in the “Healthcare’s Empathy Gap” report indicate that only about one-third of patients surveyed are confident in any part of the patient journey — from choosing the right provider to understanding Intent Understanding what they need to do after an appointment.
By leveraging AI-powered virtual agents and chatbots, health systems can streamline the patient journey, reaching out to patients directly to schedule appointments or provide necessary follow-up care. This saves time, reduces friction and ensures continuity of care.
Leveraging AI to Identify At-Risk Patients
To ease the burden on care teams, health systems have enabled non-clinical staff to recognize symptoms that could indicate at-risk patients. Once facebook users an at-risk patient is identified, staff would need to manually initiate screening protocols and route patients to clinical resources. But the adoption of healthcare AI solutions has streamlined this process, improving both accuracy and efficiency for providers and payers.
Consider this example: If a health system wants to identify patients calling with chest pain
concerns and a patient reports “tightness in their collarbones,” a non-clinical staff might not flag that due to limited clinical knowledge. AI-powered tools can listen for key phrases and prompt targeted screening questions. This can ensure patients are quickly escalated to the appropriate clinical resource.
Insurers can also use these technologies to identify and monitor at-risk members, supporting patient wellness and preserving their ratings. Undetected risks not only jeopardize patient outcomes but can also impact a health insurance company’s performance metrics.
