Patient Access Care

Improving Patient Access Centers

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SpinSci’s Patient Access Care solution empowers contact center to deliver complete and consolidated patient self-service experience, 360 view of patient record to staff users with actionable workflow steps to help deliver world-class care experiences to the contact center users, clinical staff and ultimately patients.

Workflows

Context Aware mapping NLU IVR

Patient Engagement

92%

Time Savings

48%

Agent Optimization

74%

First step in engaging care services is to capture the patient intent. A patient could be calling in for an appointment, billing, or a clinical question. A speech enabled AI powered natural language understanding IVR will capture the patient intent and enable a seamless experience for self-service or route to appropriate staff for live assist

Self service Voice services:
  • Pre-packaged NLU based IVR for context aware mapping 1000+ built in lexicon enables capturing caller intents
Self service chatbot services:
  • Pre-packaged AI flows to capture patient intent via chat or text
  • Route the interaction to a live care service associate

Scheduling Workflow Solution

Patient Engagement

92%

Time Savings

48%

Agent Optimization

74%

Increasing patient engagement managements, optimizing agent scheduling workflows, and drastically improving time savings

Self Service:
  • Pre-packaged IVR for scheduling (list schedules, cancel schedules, reschedule, wait list management) with Epic and Cerner integrations
Contact Center Workflows:
  • Unified Patient View for 360 degrees of patient past, current, upcoming appointments, no-shows and cancellations, Patient Journey mapping (registration to clinical encounters), Insurance validation, waitlist management
  • Context sync’ing in form of screen pop to Epic and Cerner. Knowledge management for next best action
Proactive Notifications:
  • Pre-packaged automated notifications for appointment reminders with native integrations into Epic and Cerner
  • Rules based engine that is easy to configure
Platforms Supported:

Billing Workflow Solution

Patient Satisfaction

94%

Call Containment

38%

On Time Payments

84%

Improving patient engagements through a self service, secured bill pay

Self service:
  • Pre-packaged NLU based IVR for billing (list bills, payment details, insurance details, EOB details)
  • PCI enabled self-service payment solution
Contact Center Workflows:
  • Unified Patient View with 360 degrees of patient past, current, pending bills broken down by professional and hospital billing
  • View all accounts by Guarantor Id, payments by primary, secondary, tertiary insurance
  • Context sync’ing in form of screen pop to Epic and Cerner/Sorian for PCI enabled payments solution
Proactive Notifications:
  • Pre-packaged automated notifications for billing reminders
  • Rules based engine that is easy to configure
  • Direct integration to Epic and Cerner for data pull and push
Platforms Supported:

Referral Workflow Solution

Referral Related Appts

45%

Referral Outreach Response Rate

75%

Decreasing revenue leakage through an enhanced referral management

Self service:
  • Pre-packaged NLU based IVR to auto-detect pending referrals
  • Provide options to convert referrals to a registration
Contact Center Workflows:
  • Unified Patient View to provide 360 degrees of pending referrals
  • Peform action to convert referral to registration
  • Context management in form of screen pop to Epic
Proactive Notifications:
  • Pre-packaged automated notifications with Epic for referral reminders
Platforms Supported:

Nurse Triage Line Workflow Solution

Average Handling Time

45%

Productivity Gain

75%

Increase in Time Savings

75%

Personalizing patient interactions with Nurses and other clinical providers

Self service:
  • Symptom checker via voice and chatbot, based on Smidt-Thompson protocol
Contact Center Workflows
  • Patient clinical dashboard to view active problems, medical history, allergies, past encounters, prescription details
  • Direct integration with EHR for context sync’ing across multiple clinical systems
Platforms Supported:

Pharmacy Prescription Refill Solution

SpinSci offers a simple and easy to deploy EHR certified pharmacy refill solution

Self service:
  • Pre-packaged self-service for prescription refills via voice and text messages
Contact Center Workflows
  • Clinicians and agents ability to view patient prescription and send a pre-auth requests
Proactive Notifications:
  • Pre-packaged automated notifications for prescription pick reminders
Platforms Supported: