Using generative AI to restore the human connection in medicine (SMB204)
Summarizing the Video Transcription
Introduction
The video discusses the challenges faced by healthcare organizations in providing efficient and personalized patient communication, and how Switchboard MD, a startup founded in 2021, aims to address these issues.
The Problem with Current Contact Centers
Long wait times:
Patients often experience long hold times, getting transferred between representatives, and not having their questions resolved.
This can lead to patient dissatisfaction, leakage to other providers, and potentially delayed clinical care.
Staffing challenges:
High turnover, burnout, and lack of extensive clinical training among contact center staff.
Difficulty in handling complex medical questions and navigating outdated IVR (Interactive Voice Response) systems.
Inefficient processes:
Reliance on complex decision trees and non-versioned spreadsheets to guide staff, leading to mismatch between patients and providers.
Lack of integration between various systems (EMR, patient portals, billing) required to address patient inquiries.
Switchboard MD's Solution
Automating administrative tasks:
Transcribing and matching patient records, summarizing call reasons, and performing clinical triage and sentiment analysis before the call reaches the agent.
Providing recommended actions to the agent based on the patient's information and the organization's protocols.
Improving agent efficiency:
Consolidating all relevant information and recommendations in a single dashboard, allowing agents to focus on solving human-only solvable problems.
Reducing the training burden for new agents by providing them with the necessary context and decision support.
Enhancing the patient experience:
Streamlining the call process by automating the initial steps, reducing wait times, and ensuring the agent has the necessary information to address the patient's needs.
Improving patient satisfaction and clinical outcomes by providing a more efficient and personalized communication experience.
Case Study: North PIC Medical Center
Switchboard MD implemented its solution for North PIC Medical Center, addressing their need for an intelligent IVR, real-time medical record matching, and automated call analysis and routing.
The solution helped reduce the complexity of the organization's decision trees, which were previously managed through a 17-tab Excel document.
Future Developments
Increasing automation:
Exploring the balance between automation and human interaction, focusing on automating low-level administrative tasks.
Proactive outreach:
Developing capabilities for proactive outbound communication, such as appointment reminders and risk identification, to prevent wasted visits and negative clinical outcomes.
Expanding data integration:
Integrating more information from the medical record, including notes and scheduling tools, to provide even more comprehensive context to the contact center agents.
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