c39e36dc-3940-41e5-a8dc-0f6a4afb900e/49-0
00:00:03.397 --> 00:00:09.337
The AVP of Enterprise Contact Center and
access at Innova for those who don't know

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/49-1
00:00:09.337 --> 00:00:13.273
ANOVA is a health system headquartered in
Fairfax, VA,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/49-2
00:00:13.273 --> 00:00:17.997
with 1900 beds in five hospitals with
4400 affiliated physicians.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/53-0
00:00:17.997 --> 00:00:19.597
Steve,
thank you so much for joining us today.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/56-0
00:00:20.857 --> 00:00:21.937
Pleasure to join you.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/68-0
00:00:22.397 --> 00:00:25.077
So we have some interesting topics to
cover today.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/113-0
00:00:25.147 --> 00:00:30.040
We're gonna talk about the artificial
intelligence digital assistant that has

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/113-1
00:00:30.040 --> 00:00:33.615
been implemented at ANOVA for a few
different use cases.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/113-2
00:00:33.615 --> 00:00:38.696
I'm gonna touch upon workforce management
and I believe Epic has just released a

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/113-3
00:00:38.696 --> 00:00:41.707
new CRM called Gears that is now live at
ANOVA.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/127-0
00:00:41.707 --> 00:00:46.144
And we're gonna talk about how that
assists your team and your providers and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/127-1
00:00:46.144 --> 00:00:48.507
be more proactive in the patient journey.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/129-0
00:00:48.547 --> 00:00:49.387
Sound good, Steve?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/137-0
00:00:50.097 --> 00:00:51.777
Absolutely glad to be with you, Jordan.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/139-0
00:00:51.777 --> 00:00:53.017
Looking forward to the conversation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/170-0
00:00:53.617 --> 00:00:56.827
Thanks.
So I understand that you're using this AI

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/170-1
00:00:56.827 --> 00:01:00.101
digital assistant to build out a new
phone system,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/170-2
00:01:00.101 --> 00:01:04.017
and I'd love to hear the story about kind
of where you were.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/193-0
00:01:04.377 --> 00:01:06.963
Who decided that there was what the
problem was,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/193-1
00:01:06.963 --> 00:01:11.184
and then how you came upon AI digital
assistant as the solution and then we can

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/193-2
00:01:11.184 --> 00:01:13.137
get into how that's been implemented.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/247-0
00:01:15.157 --> 00:01:18.080
So, you know,
we've heard loud and clear from our

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/247-1
00:01:18.080 --> 00:01:21.353
patients that they're trying to access
our system in a,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/247-2
00:01:21.353 --> 00:01:26.088
you know more highly efficient way and
you know what you know in the addition to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/247-3
00:01:26.088 --> 00:01:30.238
doing you know various scheduling,
open scheduling, ticket scheduling,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/247-4
00:01:30.238 --> 00:01:32.167
mychart scheduling which is kind.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/274-0
00:01:32.167 --> 00:01:37.014
Of the standard for we really had a need
to provide patients more self-service and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/274-1
00:01:37.014 --> 00:01:41.160
more autonomy when they call us and be
able to provide them options to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/274-2
00:01:41.160 --> 00:01:44.197
self-service,
whether it's scheduling cancellation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/277-0
00:01:44.847 --> 00:01:45.727
Rescheduling.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/286-0
00:01:45.997 --> 00:01:49.677
Make medication refills in a more
automated way. And so last.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/297-0
00:01:51.167 --> 00:01:53.207
December,
we went live with a new phone system.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/310-0
00:01:53.207 --> 00:01:55.998
Nicest the phone system and it's powered
by Jiro,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/310-1
00:01:55.998 --> 00:01:58.287
which is the digital assistant the other.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/337-0
00:02:00.007 --> 00:02:04.333
Work case was that we did had a
tremendous amount of just transfer calls,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/337-1
00:02:04.333 --> 00:02:09.010
right where patients get transferred from
department to department and that was

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/337-2
00:02:09.010 --> 00:02:10.647
really becoming troublesome.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/346-0
00:02:10.647 --> 00:02:14.446
So the intent again is to allow the
patient to interact with the digital

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/346-1
00:02:14.446 --> 00:02:14.967
assistant.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/373-0
00:02:15.357 --> 00:02:19.767
Let them speak their responses and get
them routed to the correct appropriate

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/373-1
00:02:19.767 --> 00:02:23.443
destination without kind of going from
department to department,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/373-2
00:02:23.443 --> 00:02:26.157
and so that's that's been the impetus for
this.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/384-0
00:02:26.517 --> 00:02:32.597
So it sounds like there were two main KP
is for success, one was.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/390-0
00:02:34.037 --> 00:02:36.837
More efficient delivery of services.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/399-0
00:02:38.477 --> 00:02:41.117
And responsiveness to whatever the
patient was trying to do.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/424-0
00:02:41.117 --> 00:02:44.031
Be it scheduling, rescheduling,
medication refill,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/424-1
00:02:44.031 --> 00:02:48.603
and the second was a diminishment of the
burden on your team and trying to pick

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/424-2
00:02:48.603 --> 00:02:51.517
that up with the AI digital system,
is that right?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/430-0
00:02:52.477 --> 00:02:54.077
Exactly right, exactly.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/449-0
00:02:54.077 --> 00:02:57.764
Reduce calls into the contact center and
be able to allow patients to navigate

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/449-1
00:02:57.764 --> 00:03:00.797
through and journey more efficiently with
the digital assistant.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/457-0
00:03:01.407 --> 00:03:03.167
Got it. So.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/466-0
00:03:02.447 --> 00:03:05.887
And I would just add that we roll out in
December and.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/465-0
00:03:05.627 --> 00:03:05.827
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/499-0
00:03:07.687 --> 00:03:12.576
We've seen immediate gains,
whether that's successfully routed calls

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/499-1
00:03:12.576 --> 00:03:18.175
where the patient interacts with the
digital assistant states their intention,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/499-2
00:03:18.175 --> 00:03:21.647
and we're able to route those calls
efficiently.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/508-0
00:03:21.997 --> 00:03:24.037
Upwards of 80% across the organization.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/541-0
00:03:24.037 --> 00:03:28.417
So you know we're exceeding expectation
in terms of efficiency and getting calls

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/541-1
00:03:28.417 --> 00:03:32.688
routed to the appropriate destination
based on what's spoken in the event that

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/541-2
00:03:32.688 --> 00:03:35.608
the digital assistant can't connect with
the patient,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/541-3
00:03:35.608 --> 00:03:37.717
it's still defaults to our call center.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/548-0
00:03:37.717 --> 00:03:40.277
So you know,
they're still going to get serviced.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/560-0
00:03:40.317 --> 00:03:44.273
It just won't get that automation.
There's just a backstop with the contact

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/560-1
00:03:44.273 --> 00:03:44.637
center.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/563-0
00:03:45.067 --> 00:03:45.587
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/602-0
00:03:45.587 --> 00:03:51.617
So do you have any metrics on what the
average number of transfers were before

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/602-1
00:03:51.617 --> 00:03:57.876
you implemented this versus now or what
the length of the average call was before

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/602-2
00:03:57.876 --> 00:04:03.067
versus now or any other sort of specific
indicators of these gains?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/640-0
00:04:04.037 --> 00:04:08.416
Well,
I will tell you that when we compared

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/640-1
00:04:08.416 --> 00:04:16.180
January 24 to January 25 S January 24
with the old phone system to January 25

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/640-2
00:04:16.180 --> 00:04:22.152
with the new phone system,
we were able to reduce about 50,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/640-3
00:04:22.152 --> 00:04:25.437
000 phone calls across the board.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/652-0
00:04:26.927 --> 00:04:32.398
And also to your point,
we were average handle time went from

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/652-1
00:04:32.398 --> 00:04:32.927
about.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/661-0
00:04:33.237 --> 00:04:36.037
7 or 8 minutes to about 5 or about 6
minutes.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/662-0
00:04:36.037 --> 00:04:37.317
A little under 6 minutes.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/692-0
00:04:38.807 --> 00:04:44.040
In the in in the same time we we had more
scheduling encounters year over year from

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/692-1
00:04:44.040 --> 00:04:46.906
from.
So with the new phone system less calls

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/692-2
00:04:46.906 --> 00:04:49.087
but yet more scheduling encounters.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/702-0
00:04:49.087 --> 00:04:53.580
So, you know,
really a win win across the board in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/702-1
00:04:53.580 --> 00:04:55.607
terms of transfer rate.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/708-0
00:04:55.607 --> 00:04:57.247
That's that's gone.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/715-0
00:04:57.247 --> 00:04:59.847
We've reduced that by about 9% so far.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/719-0
00:04:59.847 --> 00:05:00.927
We're still working through.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/724-0
00:05:00.927 --> 00:05:03.047
We're not fully baked in with the goal.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/736-0
00:05:03.317 --> 00:05:06.613
Why?
But from what we do have with the digital

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/736-1
00:05:06.613 --> 00:05:08.997
assistant, we currently also have.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/739-0
00:05:10.487 --> 00:05:11.367
Cancellation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/756-0
00:05:12.927 --> 00:05:14.689
Patients being able to cancel their
appointment,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/756-1
00:05:14.689 --> 00:05:16.847
confirm their appointment and reschedule
their appointment.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/773-0
00:05:16.847 --> 00:05:19.235
We just don't have some additional
add-ons,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/761-0
00:05:17.187 --> 00:05:17.387
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/773-1
00:05:19.235 --> 00:05:22.167
but those will be coming here in the very
short term.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/806-0
00:05:22.957 --> 00:05:27.308
So some of our listeners to healthy data
podcasts will be wondering, all right.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/806-1
00:05:27.308 --> 00:05:30.136
You know,
we also have trouble with patients having

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/806-2
00:05:30.136 --> 00:05:33.997
to be transferred too many times and our
call centers are overwhelmed.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/813-0
00:05:33.997 --> 00:05:36.717
And this sounds kind of familiar is
resonating with me.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/829-0
00:05:36.757 --> 00:05:41.337
But I've looked at solutions in the past
and they're expensive or difficult to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/829-1
00:05:41.337 --> 00:05:41.917
implement.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/833-0
00:05:41.917 --> 00:05:43.277
The rollout is Rocky.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/834-0
00:05:43.277 --> 00:05:44.437
There's some hiccups.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/856-0
00:05:44.437 --> 00:05:48.252
Can you talk about the time to implement
or how if you did it in house or your

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/856-1
00:05:48.252 --> 00:05:51.005
referred it out,
if there were any problems with rollout

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/856-2
00:05:51.005 --> 00:05:52.357
or everything's just smooth?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/862-0
00:05:52.467 --> 00:05:53.227
And they should just.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/872-0
00:05:53.467 --> 00:05:56.860
Our listeners should just jump in and go
right ahead with trying to replicate your

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/872-1
00:05:56.860 --> 00:05:57.187
success.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/879-0
00:05:58.267 --> 00:06:00.867
Well, I would say go.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/889-0
00:06:00.867 --> 00:06:05.827
Lives are never smooth and that that you
know, that's just part of.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/922-0
00:06:08.327 --> 00:06:11.690
Nature of the beast.
But what I will say is we spend a

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/922-1
00:06:11.690 --> 00:06:15.115
significant time with an RFP.
We vetted many platforms,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/922-2
00:06:15.115 --> 00:06:19.273
they had adhere to our security
requirements as well as integration

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/922-3
00:06:19.273 --> 00:06:20.007
within EPIC.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/933-0
00:06:21.607 --> 00:06:26.647
Our you know our EMR and so those were
kind of the qualifications.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/937-0
00:06:26.997 --> 00:06:29.357
In terms of advice.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/956-0
00:06:31.087 --> 00:06:34.557
We, you know,
certainly having dedicated resources from

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/956-1
00:06:34.557 --> 00:06:37.407
the vendor I think is paramount having
clear.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/969-0
00:06:39.327 --> 00:06:42.869
Timelines and and ramifications of those
timelines aren't being met,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/969-1
00:06:42.869 --> 00:06:45.127
and having a really strong project
manager.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/982-0
00:06:47.047 --> 00:06:51.607
Is is essential, you know, as I said,
it wasn't perfect.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/983-0
00:06:51.227 --> 00:06:52.747
Was this less than a year?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/995-0
00:06:52.747 --> 00:06:57.504
Would you say was the implementation less
than a year or six months or a year and a

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/995-1
00:06:57.504 --> 00:06:57.787
half?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/999-0
00:06:57.787 --> 00:06:58.347
What was it?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1004-0
00:06:58.127 --> 00:06:59.807
I'd I'd say about.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1007-0
00:06:59.847 --> 00:07:01.807
I'd say upwards of a year.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1035-0
00:07:02.307 --> 00:07:05.894
OK. And then once you,
I I I know that since we're on the topic

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1035-1
00:07:05.894 --> 00:07:09.761
of AI and then we'll we'll switch to the
other use case in a moment.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1035-2
00:07:09.761 --> 00:07:11.387
But on this topic of Gen. AI.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1032-0
00:07:10.017 --> 00:07:10.417
Sure.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1060-0
00:07:13.077 --> 00:07:16.717
There's been a lot of discussion around
the country with ambient listening and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1060-1
00:07:16.717 --> 00:07:18.837
integrating voice data directly into the
EHR.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1080-0
00:07:19.237 --> 00:07:25.408
I'm wondering if your AI digital
assistant in any way enables extraction

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1080-1
00:07:25.408 --> 00:07:31.157
of anything communicated by a patient
over the phone through voice.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1108-0
00:07:31.507 --> 00:07:36.234
And if that can be converted into
discrete data elements in any place,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1108-1
00:07:36.234 --> 00:07:41.627
as sometimes happens with a chatbot or is
that still kind of a future milestone?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1110-0
00:07:42.497 --> 00:07:43.177
So.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1123-0
00:07:45.127 --> 00:07:47.840
We're we're about to roll out next week.
As a matter of fact,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1123-1
00:07:47.840 --> 00:07:48.847
a workforce management.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1143-0
00:07:50.367 --> 00:07:55.710
Which will have, excuse me,
ambient listening and we will be able to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1143-1
00:07:55.710 --> 00:07:58.807
extract what's said and what's not said.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1161-0
00:07:58.807 --> 00:08:02.261
So for example,
you know we have a KPI and we really

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1161-1
00:08:02.261 --> 00:08:06.367
focus on demographic validation within
the scheduling process.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1174-0
00:08:06.407 --> 00:08:10.704
And so there's certain things that we
would expect our agents to ask within the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1165-0
00:08:06.807 --> 00:08:06.927
Mm H.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1174-1
00:08:10.704 --> 00:08:12.047
construct of of the call.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1204-0
00:08:12.797 --> 00:08:19.250
And we'll be able to pull calls and
identify individuals that aren't seeing

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1204-1
00:08:19.250 --> 00:08:25.957
the the appropriate or omitting, you know,
part of the demographic validation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1215-0
00:08:25.957 --> 00:08:29.877
So we're going to be able to really drill
down on who's saying it and who's not.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1226-0
00:08:29.877 --> 00:08:35.167
And then provide get the calls and have
them listen to that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1236-0
00:08:35.167 --> 00:08:37.969
So QA process developments,
but also it's important for us to start

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1236-1
00:08:37.969 --> 00:08:38.917
the scheduling process.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1240-0
00:08:39.647 --> 00:08:40.447
Off on the right foot.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1242-0
00:08:40.447 --> 00:08:41.847
And so that's important.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1263-0
00:08:42.197 --> 00:08:45.680
Part of demographic validation.
I'm really excited about that ambient

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1263-1
00:08:45.680 --> 00:08:48.317
listening and the and analytic coming
down the Pike.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1269-0
00:08:48.547 --> 00:08:50.827
Now I think there's something else.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1316-0
00:08:50.827 --> 00:08:53.932
Something else that's interesting that
you're doing with your AI digital

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1316-1
00:08:53.932 --> 00:08:56.059
assistant,
which I think you referred to as Hero.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1316-2
00:08:56.059 --> 00:08:59.291
You said that it's able to provide
translation services to patients and you

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1316-3
00:08:59.291 --> 00:09:02.524
said that providing better access to
patients in the way they need care has

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1316-4
00:09:02.524 --> 00:09:03.077
been a prior.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1321-0
00:09:03.187 --> 00:09:04.707
Tell me about that service.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1352-0
00:09:05.127 --> 00:09:14.049
So the digital assistant is named Hiro
Hyro and we are in the process of working

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1333-0
00:09:08.827 --> 00:09:09.027
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1352-1
00:09:14.049 --> 00:09:19.887
through with the platform meta being able
to attach.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1380-0
00:09:21.527 --> 00:09:26.343
That within the construct of the of the
phone call with with Nice so and it's

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1380-1
00:09:26.343 --> 00:09:31.221
integrated through HIRO. So you know,
right now our translation services a bit

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1380-2
00:09:31.221 --> 00:09:34.247
clunky where patient needs translation
services.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1389-0
00:09:34.637 --> 00:09:36.397
Because our agent needs to put them on
hold.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1401-0
00:09:36.437 --> 00:09:40.797
Call third party vendor you know create
the conference call.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1414-0
00:09:40.797 --> 00:09:43.275
Sometimes those calls drop course with a
human.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1414-1
00:09:43.275 --> 00:09:46.837
You don't always you know you don't have,
like a standard, you know.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1422-0
00:09:48.487 --> 00:09:49.847
Of performance, right?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1432-0
00:09:49.847 --> 00:09:52.007
Whereas some translators might be really
good,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1432-1
00:09:52.007 --> 00:09:54.167
some translators might not be as good as
good.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1439-0
00:09:54.167 --> 00:09:57.327
So we are in the process of building out
with meta.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1453-0
00:09:59.127 --> 00:10:03.345
AI component to the phone call where if a
patient needs you know Spanish or what we

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1453-1
00:10:03.345 --> 00:10:03.847
have like.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1475-0
00:10:04.197 --> 00:10:07.402
50 or 60 different languages that they
can. They'll speak,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1456-0
00:10:06.147 --> 00:10:06.347
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1475-1
00:10:07.402 --> 00:10:11.477
they'll make their declaration,
and they need assistance with translation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1502-0
00:10:11.477 --> 00:10:16.797
The the the bot will turn on and then it
will just be a really a seamless phone

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1502-1
00:10:16.797 --> 00:10:22.117
call with the scheduler where we can take
the transferring out of the equation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1516-0
00:10:22.117 --> 00:10:26.946
I think that would also certainly reduce
average handle time with with the call as

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1516-1
00:10:26.946 --> 00:10:27.237
well.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1529-0
00:10:27.237 --> 00:10:30.345
So I'm really excited to see that get
rolled out probably towards the end of

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1529-1
00:10:30.345 --> 00:10:31.677
the year is what we would expect.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1535-0
00:10:32.647 --> 00:10:33.527
That was excellent.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1551-0
00:10:33.567 --> 00:10:38.440
I'm wondering you're you're trying to
make Innova more responsive.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1551-1
00:10:38.440 --> 00:10:42.367
The patient needs to make patient
experiences better.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1560-0
00:10:42.367 --> 00:10:44.607
I guess that would improve your HEDIS
scores.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1580-0
00:10:44.687 --> 00:10:48.997
Are there any other financial,
clinical or operational drivers to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1580-1
00:10:48.997 --> 00:10:54.287
improve the patient experience with their
encounter with the Nova Health system?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1628-0
00:10:55.997 --> 00:11:00.589
Well,
we have a AKPI of 12% online scheduling

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1628-1
00:11:00.589 --> 00:11:08.575
and you know little by little over the
course of the last few years we've we've

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1628-2
00:11:08.575 --> 00:11:16.262
been improving in the in this past year,
we've we've eclipsed the 12% online

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1628-3
00:11:16.262 --> 00:11:19.357
schedule and I think that's in.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1631-0
00:11:19.357 --> 00:11:20.397
Large part because.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1646-0
00:11:21.167 --> 00:11:24.739
Of all the the changes we've made,
whether you know through it's through

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1646-1
00:11:24.739 --> 00:11:26.207
ticket scheduling to my chart.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1651-0
00:11:27.037 --> 00:11:27.237
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1664-0
00:11:27.437 --> 00:11:32.164
We're gonna actually really blow that
number out of the water here later this

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1664-1
00:11:32.164 --> 00:11:33.437
year when we roll in.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1709-0
00:11:35.247 --> 00:11:39.471
Organic scheduling or ticket scheduling
within the context of the phone system

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1709-1
00:11:39.471 --> 00:11:41.985
where the phone system,
the AI digital system,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1709-2
00:11:41.985 --> 00:11:46.049
will recognize who's gonna call who's
calling in based on the phone number,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1709-3
00:11:46.049 --> 00:11:50.327
and if there's an open referral in the
system, the AI will see that or and and.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1719-0
00:11:50.327 --> 00:11:53.447
Prompt the patient to say, hey,
I see you have a referral on file.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1725-0
00:11:53.447 --> 00:11:56.287
Would you like to go ahead and schedule
so?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1769-0
00:11:56.877 --> 00:12:00.303
So that I think is going to be really
great. You know,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1769-1
00:12:00.303 --> 00:12:05.161
our patients have told us that they want
more access and we've worked really,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1743-0
00:12:00.567 --> 00:12:00.767
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1769-2
00:12:05.161 --> 00:12:08.960
really hard to do that.
And I think you know the proof is in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1769-3
00:12:08.960 --> 00:12:12.697
pudding because recently we were
recognized as the press G.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1788-0
00:12:12.687 --> 00:12:16.460
Hospital of the year in large part is
because of our surveys with patient

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1788-1
00:12:16.460 --> 00:12:17.837
access and how we're doing.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1800-0
00:12:17.837 --> 00:12:20.316
So that's, I mean,
it's really exciting to see that all the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1800-1
00:12:20.316 --> 00:12:21.597
hard work is actually paid off.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1804-0
00:12:22.567 --> 00:12:22.967
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1810-0
00:12:23.037 --> 00:12:24.117
Excellent. I appreciate that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1831-0
00:12:24.117 --> 00:12:28.420
So you also said I think I wanna,
we'll come back to workforce management,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1831-1
00:12:28.420 --> 00:12:32.437
but on this topic of improving patient
access, let's talk about epic.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1834-0
00:12:32.437 --> 00:12:33.757
Cheers for a moment.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1857-0
00:12:33.917 --> 00:12:39.352
So you're implementing this epics new CRM
customer relationship management platform

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1857-1
00:12:39.352 --> 00:12:42.717
in order to be more proactive in a
patient journey?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1862-0
00:12:42.717 --> 00:12:46.677
Document phone calls and interactions
with the patient.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1876-0
00:12:47.487 --> 00:12:50.722
And I think that's all kind of a means of
achieving the end,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1876-1
00:12:50.722 --> 00:12:52.207
which we've been discussing.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1904-0
00:12:52.557 --> 00:12:56.978
Which is improving patient access and
patient satisfaction.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1904-1
00:12:56.978 --> 00:13:02.578
Can you tell me about the impact of
implementing cheers and how that's been

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1904-2
00:13:02.578 --> 00:13:05.157
received by patients and providers?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1940-0
00:13:06.527 --> 00:13:11.840
I think it's been received really well.
So it's really kind of cool because the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1940-1
00:13:11.840 --> 00:13:16.289
agents actually answer the phone call
within the cheers dashboard.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1940-2
00:13:16.289 --> 00:13:20.407
So they don't have to go like from like
platform to platform.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1959-0
00:13:20.407 --> 00:13:23.644
But actually,
if the phone nice phone system is

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1959-1
00:13:23.644 --> 00:13:28.567
integrated within the cheers call hub,
they're able screen pops come up.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1972-0
00:13:28.567 --> 00:13:32.047
So we actually can see when the patient's
calling and who is calling in so.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1987-0
00:13:32.727 --> 00:13:34.414
It take you already know who you're
talking to,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1987-1
00:13:34.414 --> 00:13:36.207
and so it really kind of expedites the
validation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2019-0
00:13:36.357 --> 00:13:41.674
Process because this that that screen
pops and then every phone call is if it's

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2019-1
00:13:41.674 --> 00:13:44.665
a, you know,
clinical or a financial matter,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2019-2
00:13:44.665 --> 00:13:49.717
we would expect our team members to
create acrm or document the phone call.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2037-0
00:13:49.757 --> 00:13:54.937
So the next agent that may answer a call
from that same patient will be able to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2037-1
00:13:54.937 --> 00:13:57.397
kind of see the timeline additionally.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2054-0
00:13:58.847 --> 00:14:04.037
We're able to provide patients what we
call next best actions and so if

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2054-1
00:14:04.037 --> 00:14:06.127
something's like needs to be.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2086-0
00:14:06.477 --> 00:14:11.783
Updated within the patient account
whether like their their phone number is

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2086-1
00:14:11.783 --> 00:14:17.158
maybe a cell phone or their e-mail needs
to be updated or their insurance is

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2076-0
00:14:14.787 --> 00:14:14.987
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2086-2
00:14:17.158 --> 00:14:17.717
expired.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2090-0
00:14:17.717 --> 00:14:20.477
That populates in the call hub.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2106-0
00:14:20.517 --> 00:14:22.971
So our agents are prompted to ask the
patient, hey,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2106-1
00:14:22.971 --> 00:14:24.717
do you want to update your insurance?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2112-0
00:14:24.717 --> 00:14:27.637
I see it's out of date. Or hey,
once a year.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2136-0
00:14:27.637 --> 00:14:31.570
We ask patients about their communication
preferences and how they'd like to be

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2136-1
00:14:31.570 --> 00:14:34.618
communicated, whether it's phone text,
e-mail, all the above,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2136-2
00:14:34.618 --> 00:14:36.437
and so the next best actions prompts.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2173-0
00:14:36.597 --> 00:14:39.265
Our agents,
to be more proactive within the context

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2173-1
00:14:39.265 --> 00:14:43.163
of the phone call and then ultimately
making the experience for the patient

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2173-2
00:14:43.163 --> 00:14:47.267
more seamless and possibly even reducing
follow up phone calls for them to call

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2173-3
00:14:47.267 --> 00:14:50.807
back and update the account or provide or
get guidance on how to do.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2175-0
00:14:50.807 --> 00:14:50.957
So.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2180-0
00:14:51.517 --> 00:14:53.517
So, I mean I'm hearing that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2187-0
00:14:54.277 --> 00:14:57.157
Cheers is useful for improving data
integrity.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2198-0
00:14:57.157 --> 00:14:59.837
You said it's expediting the validation
process.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2225-0
00:14:59.837 --> 00:15:04.892
I heard there's a lot of business reasons
that cheers is providing value to Innova

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2225-1
00:15:04.892 --> 00:15:09.946
like prompting the the patient to update
their insurance information or to contact

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2225-2
00:15:09.946 --> 00:15:10.677
information.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2243-0
00:15:10.757 --> 00:15:14.924
I'm wondering if there's any clinical
benefits to cheers. For example,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2243-1
00:15:14.924 --> 00:15:17.917
if Epic fires a best practice advisory to
provide.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2248-0
00:15:18.647 --> 00:15:19.847
That this person's.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2250-0
00:15:20.437 --> 00:15:20.477
A.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2267-0
00:15:20.557 --> 00:15:25.600
1C was elevated and maybe they need to
make an appointment to see if their feet

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2267-1
00:15:25.600 --> 00:15:26.357
are swollen.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2304-0
00:15:26.357 --> 00:15:30.461
I need to come in for the diabetes
management or if there's other chronic

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2304-1
00:15:30.461 --> 00:15:34.732
disease management is is cheers being
used to drive clinical outreach to say

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2304-2
00:15:34.732 --> 00:15:37.283
hey,
this is a potentially high risk patient.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2304-3
00:15:37.283 --> 00:15:41.664
You know you're you're over 50 years old,
let's get you a colorectal screening

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2304-4
00:15:41.664 --> 00:15:41.997
maybe.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2312-0
00:15:43.607 --> 00:15:45.087
Screen for cancer.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2316-0
00:15:45.087 --> 00:15:48.007
What are the clinical implications for
cheers, if any?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2360-0
00:15:48.767 --> 00:15:53.030
Well, if for example,
if a patient hasn't scheduled their

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2360-1
00:15:53.030 --> 00:15:56.852
annual visit,
that will populate with the next best

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2360-2
00:15:56.852 --> 00:16:01.188
actions to prompt the agent to ask and
get that scheduled.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2336-0
00:15:57.947 --> 00:15:58.147
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2360-3
00:16:01.188 --> 00:16:06.921
I would also say that we're able to
communicate with providers and the office

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2360-4
00:16:06.921 --> 00:16:09.567
through a clinical encounter, so we.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2369-0
00:16:09.567 --> 00:16:11.447
Able to actually create the encounter
within shears.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2380-0
00:16:11.447 --> 00:16:15.415
Send that to the provider,
to your point to provide feedback.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2380-1
00:16:15.415 --> 00:16:16.247
Get guidance.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2385-0
00:16:16.927 --> 00:16:17.887
Of a patient needs to follow up.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2406-0
00:16:18.397 --> 00:16:22.292
With the provider,
we're able to generate messages from the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2406-1
00:16:22.292 --> 00:16:26.837
cheers platform directly to the provider
or the provider's assistant.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2409-0
00:16:27.657 --> 00:16:28.137
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2425-0
00:16:28.137 --> 00:16:32.016
And so our call agents,
the only ones using the cheers platform

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2425-1
00:16:32.016 --> 00:16:34.137
or our case managers also using it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2452-0
00:16:34.537 --> 00:16:37.912
Right now we've just rolled it out to our
call center agents.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2452-1
00:16:37.912 --> 00:16:41.613
We have talked about rowing it out
further within the organization,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2452-2
00:16:41.613 --> 00:16:43.137
but that's to be determined.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2454-0
00:16:43.557 --> 00:16:43.997
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2473-0
00:16:44.037 --> 00:16:46.598
OK.
And has it been helpful in acquiring and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2473-1
00:16:46.598 --> 00:16:50.811
retaining patients and preventing
patients from leaking to competitors in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2473-2
00:16:50.811 --> 00:16:51.437
the region?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2477-0
00:16:52.547 --> 00:16:53.507
It has.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2500-0
00:16:53.507 --> 00:16:59.081
We're actually about to roll out
campaigns within shears where we can send

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2500-1
00:16:59.081 --> 00:17:03.243
out based on their communication
preferences follow up.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2500-2
00:17:03.243 --> 00:17:06.587
So I don't orders that need to be
fulfilled.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2510-0
00:17:08.087 --> 00:17:12.007
If they have a follow up appointment,
they need to schedule if for.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2521-0
00:17:13.687 --> 00:17:17.277
Patients in need or they have
transportation services need needs.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2521-1
00:17:17.277 --> 00:17:17.767
We we we.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2534-0
00:17:22.727 --> 00:17:26.287
For folks that might be at risk and we
can provide services for that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2545-0
00:17:26.287 --> 00:17:30.687
So really excited to to do that and to
your point, I.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2593-0
00:17:33.967 --> 00:17:38.046
We I don't have a broad data in terms of
how many patients we've acquired,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2593-1
00:17:38.046 --> 00:17:41.636
but I would say is once we start
utilizing the campaigns feature,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2593-2
00:17:41.636 --> 00:17:45.607
we will be able to see data in terms of
how successful the campaign was.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2583-0
00:17:42.157 --> 00:17:42.357
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2604-0
00:17:45.607 --> 00:17:50.740
So that's going to be coming later this
year and I think that's going to really

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2596-0
00:17:46.497 --> 00:17:46.897
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2604-1
00:17:50.740 --> 00:17:51.767
be a a big, big.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2607-0
00:17:52.237 --> 00:17:52.917
Impact.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2636-0
00:17:53.287 --> 00:17:57.483
I'd like to transition to the final topic
that we're gonna cover in this podcast

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2636-1
00:17:57.483 --> 00:18:01.421
episode. You did allude to it earlier,
and of course I'm talking about your

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2636-2
00:18:01.421 --> 00:18:04.167
recent go live with a workforce
management platform.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2645-0
00:18:04.167 --> 00:18:07.513
Or actually, sorry,
you're going live with it next week in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2643-0
00:18:06.817 --> 00:18:07.177
Yeah.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2645-1
00:18:07.513 --> 00:18:07.967
mid-May.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2658-0
00:18:09.447 --> 00:18:12.439
There are a few goals that you had
associated with that you're looking to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2658-1
00:18:12.439 --> 00:18:13.167
forecast staffing.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2665-0
00:18:13.407 --> 00:18:15.047
There's a few other goals you mentioned.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2673-0
00:18:15.207 --> 00:18:19.647
Could you talk about the implications of,
I guess the motivations?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2680-0
00:18:19.647 --> 00:18:22.167
Let's start with of why you implemented
this new work.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2686-0
00:18:22.677 --> 00:18:24.637
Management tool and what you're hoping to
achieve.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2732-0
00:18:25.917 --> 00:18:29.667
Sure. So first,
just day-to-day intra management of the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2732-1
00:18:29.667 --> 00:18:34.824
team to see to see exactly where team
members are doing according to our KP.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2732-2
00:18:34.824 --> 00:18:40.248
Is that all that data will be populated
within the manager dashboard and as well

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2732-3
00:18:40.248 --> 00:18:43.597
as the agents will see how they're
performing so.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2725-0
00:18:40.697 --> 00:18:40.897
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2747-0
00:18:43.597 --> 00:18:47.157
If they're expected to have an 80%
availability rate,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2747-1
00:18:47.157 --> 00:18:49.597
they will see exactly where they are.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2751-0
00:18:49.717 --> 00:18:51.237
We have a real focus on.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2749-0
00:18:49.997 --> 00:18:50.197
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2757-0
00:18:52.007 --> 00:18:54.807
Eliminating calls under one minute
because.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2783-0
00:18:55.357 --> 00:18:59.911
Without workforce management,
you know it's hard to be proactive in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2783-1
00:18:59.911 --> 00:19:04.197
terms of folks that you know are not
adhering to our processes.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2812-0
00:19:04.197 --> 00:19:09.456
So we'll be able to populate both within
the agent dashboard and within the

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2812-1
00:19:09.456 --> 00:19:14.922
manager dashboard calls under a minute
and and agents agents know that they're

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2812-2
00:19:14.922 --> 00:19:18.797
that that that is a real focus on our
organization, so.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2850-0
00:19:18.637 --> 00:19:21.253
Sorry,
just to drill into that for a second.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2820-0
00:19:20.757 --> 00:19:21.197
Yeah.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2850-1
00:19:21.253 --> 00:19:24.625
If a patient calls and the call lasts
less than a minute,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2850-2
00:19:24.625 --> 00:19:29.217
does that mean it was a mistake or that
they were dropped or does it mean that

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2850-3
00:19:29.217 --> 00:19:32.647
this could have been taken care of on my
chart, what what?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2855-0
00:19:32.647 --> 00:19:33.797
The thought process there.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2861-0
00:19:34.637 --> 00:19:36.077
I'd say a couple things.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2865-0
00:19:36.077 --> 00:19:38.277
One, it could be a mistake.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2900-0
00:19:39.927 --> 00:19:44.835
Two, was it someone quite frankly,
trying to avoid work and game the system

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2900-1
00:19:44.835 --> 00:19:50.131
when we don't have tools like workforce
management to proactively manage the team

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2900-2
00:19:50.131 --> 00:19:55.556
in real time, you know in any call center,
there's always folks that are looking to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2900-3
00:19:55.556 --> 00:19:57.687
you know not answer calls or and.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2916-0
00:19:57.687 --> 00:20:02.166
So that and we've identified that as an
area that we need to focus on a little

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2916-1
00:20:02.166 --> 00:20:03.527
bit more deeply. So now.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2919-0
00:20:03.027 --> 00:20:03.147
Hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2944-0
00:20:03.877 --> 00:20:08.861
With this new workforce management,
we'll be able to see who has, for example,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2944-1
00:20:08.861 --> 00:20:13.277
the most calls with you know in within
the day of one minute or less.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2958-0
00:20:13.347 --> 00:20:16.793
Then we can go in and start drilling down
and listening to those calls.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2958-1
00:20:16.793 --> 00:20:18.947
And was it a technology issue for the
agent?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2959-0
00:20:18.947 --> 00:20:19.387
Were they?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2966-0
00:20:19.387 --> 00:20:21.867
Or were they actually trying to avoid
calls?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2977-0
00:20:21.867 --> 00:20:24.467
And we'll be able to root that out very
quickly.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2976-0
00:20:24.607 --> 00:20:25.127
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2987-0
00:20:25.127 --> 00:20:27.167
So it's accountability in the call center.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2990-0
00:20:26.677 --> 00:20:27.437
Yeah, you got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3003-0
00:20:27.167 --> 00:20:32.247
There could be call center agents who are
intentionally dropping calls I see.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3004-0
00:20:30.597 --> 00:20:32.197
Right, right.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3010-0
00:20:32.237 --> 00:20:35.037
Yeah. We, we again every call center.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3031-0
00:20:35.037 --> 00:20:39.222
There's always folks that are kind of
trying to game the system and workforce

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3015-0
00:20:36.617 --> 00:20:36.937
Hello.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3031-1
00:20:39.222 --> 00:20:43.569
management is gonna allow us to be more
proactive and get on top of that in real

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3031-2
00:20:43.569 --> 00:20:43.837
time.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3042-0
00:20:44.467 --> 00:20:47.147
And so there's no way, quite frankly,
to hide.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3083-0
00:20:47.147 --> 00:20:51.693
And we what we want is people to answer
phone calls and work with our patients to

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3083-1
00:20:51.693 --> 00:20:55.353
provide them great service.
The other thing in terms of workforce

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3083-2
00:20:55.353 --> 00:20:59.622
management is to be more proactive in
terms of how we prepare for the day in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3083-3
00:20:59.622 --> 00:21:01.507
the week based on historical call.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3102-0
00:21:01.507 --> 00:21:06.018
Data and we're going to be able to
implement our payer platform,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3102-1
00:21:06.018 --> 00:21:07.267
Kronos within WFM.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3116-0
00:21:07.267 --> 00:21:11.587
So we'll be able to see from historic
data based on also who's like taking PTO.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3126-0
00:21:12.717 --> 00:21:15.197
What the week or the day ahead is going
to look like?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3158-0
00:21:15.587 --> 00:21:18.531
And then that will give the managers
power to say, hey,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3158-1
00:21:18.531 --> 00:21:22.790
it looks like next Wednesday I'm gonna be
a little short staff based on the fact

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3158-2
00:21:22.790 --> 00:21:23.947
that folks are on PTO.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3184-0
00:21:23.947 --> 00:21:28.686
It's gonna be a high number in volume.
I'm going to need to maybe use some

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3166-0
00:21:25.647 --> 00:21:25.847
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3184-1
00:21:28.686 --> 00:21:31.467
resources outside of my,
you know my group.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3206-0
00:21:31.667 --> 00:21:35.684
So we have a real focus on cross training
and be able to use that in real time and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3187-0
00:21:31.847 --> 00:21:32.247
Got it.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3206-1
00:21:35.684 --> 00:21:39.507
that's where the the scheduling component
and forecasting will come into play.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3226-0
00:21:39.877 --> 00:21:41.986
So Steve,
we are approaching the end of the podcast

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3226-1
00:21:41.986 --> 00:21:45.312
episode and there are a few more things I
want to get in under our belt before we

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3226-2
00:21:45.312 --> 00:21:45.677
conclude.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3268-0
00:21:45.717 --> 00:21:49.434
You mentioned ambient listening.
Usually when most people are thinking

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3268-1
00:21:49.434 --> 00:21:52.941
about ambient listening,
you're thinking about a cell phone app in

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3268-2
00:21:52.941 --> 00:21:55.820
the clinical encounter with a provider
standing there,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3268-3
00:21:55.820 --> 00:21:59.956
and instead of typing on the computer,
the app is kind of documenting a lot of

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3268-4
00:21:59.956 --> 00:22:01.317
the progress note for the.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3272-0
00:22:01.317 --> 00:22:02.597
Patients directly into EPIC.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3289-0
00:22:03.347 --> 00:22:06.695
But here you're talking about ambient
listening as a Gen.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3289-1
00:22:06.695 --> 00:22:08.427
AI solution for a call center.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3296-0
00:22:08.467 --> 00:22:11.427
Can you talk about that use case?
Cuz it's a little bit unique.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3305-0
00:22:12.217 --> 00:22:15.377
Yeah. So this is gonna be really,
really cool, so.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3311-0
00:22:16.837 --> 00:22:18.997
We'll be able to track.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3321-0
00:22:20.677 --> 00:22:23.637
The context of the call like based on
segmentation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3362-0
00:22:23.637 --> 00:22:27.232
So for example, the system will recognize,
for example,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3362-1
00:22:27.232 --> 00:22:30.570
if the calls become combative and there's
friction,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3362-2
00:22:30.570 --> 00:22:35.321
and the manager will be able to see that
in real time and then they could

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3362-3
00:22:35.321 --> 00:22:40.265
potentially start listening in the call
because they're seeing an alert that

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3362-4
00:22:40.265 --> 00:22:41.677
there's some friction.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3402-0
00:22:42.227 --> 00:22:45.078
On the call,
they can actually jump into the call

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3402-1
00:22:45.078 --> 00:22:48.099
based on that,
but will be able be more proactive on

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3402-2
00:22:48.099 --> 00:22:52.547
deescalating phone calls and right now
and and that's also going to hold our.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3402-3
00:22:52.547 --> 00:22:55.283
Again,
our team members accountable because you

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3402-4
00:22:55.283 --> 00:22:57.507
know we want to work with patients and.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3437-0
00:22:57.507 --> 00:23:01.057
We, you know, every agent is in is,
you know is, you know,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3437-1
00:23:01.057 --> 00:23:04.366
doesn't work as well with patients is is
the next one.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3437-2
00:23:04.366 --> 00:23:09.059
So that getting that information in real
time when we can say that we can see

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3437-3
00:23:09.059 --> 00:23:12.067
based on what's being said that the
conversation.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3445-0
00:23:12.387 --> 00:23:13.987
Kind of going off the rails a little bit.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3487-0
00:23:13.987 --> 00:23:17.285
It will prompt the supervisor manager to
listen,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3487-1
00:23:17.285 --> 00:23:22.198
possibly jump in and then from QA
development standpoint we can pull all

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3487-2
00:23:22.198 --> 00:23:27.313
the calls that have those you know,
elevated metrics where that's occurring

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3487-3
00:23:27.313 --> 00:23:30.947
and again provide coaching development
opportunities.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3513-0
00:23:31.777 --> 00:23:34.797
Huh.
And so it sounds like from a management

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3513-1
00:23:34.797 --> 00:23:38.221
perspective,
there's a lot of value to be had here

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3513-2
00:23:38.221 --> 00:23:41.577
with with keeping call center agents
accountable.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3534-0
00:23:41.657 --> 00:23:45.441
Is there any pushback from the call
center agents themselves who say this

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3534-1
00:23:45.441 --> 00:23:48.663
isn't gonna help me?
This is gonna help my boss kind of manage

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3534-2
00:23:48.663 --> 00:23:48.817
me.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3537-0
00:23:49.057 --> 00:23:50.977
Are they seeing value here too?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3546-0
00:23:51.517 --> 00:23:54.477
Well, here's how we approach that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3547-0
00:23:54.477 --> 00:23:55.957
Is that?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3579-0
00:23:57.757 --> 00:24:02.965
We're in the business of answering phone
calls and providing patients care and

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3579-1
00:24:02.965 --> 00:24:07.975
reducing, reducing pain and suffering.
And if you are not on board on those

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3579-2
00:24:07.975 --> 00:24:08.437
values.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3578-0
00:24:09.067 --> 00:24:09.267
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3585-0
00:24:10.197 --> 00:24:10.837
And that's that.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3589-0
00:24:10.837 --> 00:24:12.157
That's going to be a concern.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3614-0
00:24:12.277 --> 00:24:16.317
So we're we know that we most of our
agents are doing really well and doing

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3614-1
00:24:16.317 --> 00:24:19.188
the right thing.
But what it but but the why and what

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3614-2
00:24:19.188 --> 00:24:20.677
we're telling our agents is.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3644-0
00:24:21.107 --> 00:24:25.972
It's we're going to find the folks that
are bringing the team down or the few bad

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3644-1
00:24:25.972 --> 00:24:29.591
apples, so to speak,
that there's no place to hide and we're

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3631-0
00:24:26.657 --> 00:24:26.857
Mm hmm.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3644-2
00:24:29.591 --> 00:24:31.667
here to provide patients a service.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3660-0
00:24:31.667 --> 00:24:34.711
And if you're not here for that,
with all due respect,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3660-1
00:24:34.711 --> 00:24:37.147
I'm not sure you're a good fit on our
team.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3680-0
00:24:37.147 --> 00:24:40.925
So you know that that's,
you know again it's been well received,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3680-1
00:24:40.925 --> 00:24:45.227
most of our agents do a phenomenal job
and are here for the right reason.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3686-0
00:24:45.267 --> 00:24:48.267
It's rooting out the folks that are
trying to game the system.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3698-0
00:24:48.957 --> 00:24:51.635
And bringing this, you know,
bringing more work to the folks that are

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3698-1
00:24:51.635 --> 00:24:52.477
doing the right thing.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3709-0
00:24:53.307 --> 00:24:55.420
So Steve,
we are approaching the end of the episode

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3709-1
00:24:55.420 --> 00:24:55.827
right now.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3712-0
00:24:55.827 --> 00:24:57.187
We've covered a lot of ground.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3724-0
00:24:57.187 --> 00:25:02.187
We talked about the AI digital assistant
decreasing transfers we talked about.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3739-0
00:25:03.677 --> 00:25:07.144
Routing to the right position
automatically taking care of Med refills

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3739-1
00:25:07.144 --> 00:25:07.877
and scheduling.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3757-0
00:25:07.917 --> 00:25:11.624
We discussed AI digital assistant helping
with translation,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3757-1
00:25:11.624 --> 00:25:14.837
again reducing hold time, dropped calls,
transfers.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3785-0
00:25:14.837 --> 00:25:19.295
We talked about workforce management in
order to again improve the patient

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3785-1
00:25:19.295 --> 00:25:23.514
experience. When they do call in.
And we also discussed the cheers CRM

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3785-2
00:25:23.514 --> 00:25:25.357
which is again to be proactive.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3796-0
00:25:25.667 --> 00:25:29.987
The patient all of this is a very patient
centric approach.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3803-0
00:25:29.987 --> 00:25:32.587
I think that's what's motivating all the
topics we discuss.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3828-0
00:25:32.987 --> 00:25:37.045
Can you leave our listeners with a
parting thought about if they would like

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3828-1
00:25:37.045 --> 00:25:40.996
to make their organization more patient
centric and improve their patient

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3828-2
00:25:40.996 --> 00:25:44.147
satisfaction scores?
What message would you have for them?

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3830-0
00:25:46.257 --> 00:25:46.857
That.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-0
00:25:48.317 --> 00:25:54.181
The the healthcare industry is obviously
behind in in terms of like the Amazons or

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-1
00:25:54.181 --> 00:25:57.290
the airline industry in terms of,
you know,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-2
00:25:57.290 --> 00:26:03.013
being proactive with with you know with
technology quite frankly and but that's,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-3
00:26:03.013 --> 00:26:08.453
but that's the norm now that patients
customers want to handle things within

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-4
00:26:08.453 --> 00:26:08.877
their.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3885-0
00:26:08.877 --> 00:26:12.237
Phone don't necessarily need to want to
speak to a live person.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3892-0
00:26:13.477 --> 00:26:15.837
And it's it's it's an incumbent.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3920-0
00:26:16.467 --> 00:26:18.687
Oh,
I also health care leaders to meet

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3920-1
00:26:18.687 --> 00:26:21.703
patients where they're at and give them
the ability,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3920-2
00:26:21.703 --> 00:26:26.085
provide them technology to access our
system and access our system at a high

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3920-3
00:26:26.085 --> 00:26:26.427
level.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3939-0
00:26:26.467 --> 00:26:29.704
Because if we don't,
we have potential leakage and they go

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3939-1
00:26:29.704 --> 00:26:34.148
find another health system that does have
that technology and provides them that

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3939-2
00:26:34.148 --> 00:26:34.587
service.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3942-0
00:26:35.137 --> 00:26:35.857
Thank you.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3967-0
00:26:35.857 --> 00:26:39.139
I appreciate that for our listeners,
this has been Steve Smith,

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3967-1
00:26:39.139 --> 00:26:43.138
the AVP of enterprise contact center and
access at Innova Healthcare delivery

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3967-2
00:26:43.138 --> 00:26:43.497
system.

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3972-0
00:26:43.497 --> 00:26:45.626
Steve,
I'd like to thank you so much for joining

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3972-1
00:26:45.626 --> 00:26:46.017
us today.