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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/277-0 00:01:44.847 --> 00:01:45.727 <v Smith, Steve>Rescheduling.</v>

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/346-1 00:02:14.446 --> 00:02:14.967 <v Smith, Steve>assistant.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/560-1 00:03:44.273 --> 00:03:44.637 <v Smith, Steve>center.</v>

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/652-1 00:04:32.398 --> 00:04:32.927 <v Smith, Steve>about.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/739-0 00:05:10.487 --> 00:05:11.367 <v Smith, Steve>Cancellation.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1032-0 00:07:10.017 --> 00:07:10.417 <v Smith, Steve>Sure.</v>

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1110-0 00:07:42.497 --> 00:07:43.177 <v Smith, Steve>So.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1516-1 00:10:26.946 --> 00:10:27.237 <v Smith, Steve>well.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/1804-0 00:12:22.567 --> 00:12:22.967 <v Smith, Steve>Got it.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2086-2 00:14:17.158 --> 00:14:17.717 <v Smith, Steve>expired.</v>

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2175-0 00:14:50.807 --> 00:14:50.957 <v Smith, Steve>So.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2477-0 00:16:52.547 --> 00:16:53.507 <v Smith, Steve>It has.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2607-0 00:17:52.237 --> 00:17:52.917 <v Smith, Steve>Impact.</v>

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2643-0 00:18:06.817 --> 00:18:07.177 <v Smith, Steve>Yeah.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2820-0 00:19:20.757 --> 00:19:21.197 <v Smith, Steve>Yeah.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/2959-0 00:20:18.947 --> 00:20:19.387 <v Smith, Steve>Were they?</v>

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3031-2 00:20:43.569 --> 00:20:43.837 <v Smith, Steve>time.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3547-0 00:23:54.477 --> 00:23:55.957 <v Smith, Steve>Is that?</v>

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3579-2 00:24:07.975 --> 00:24:08.437 <v Smith, Steve>values.</v>

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3830-0 00:25:46.257 --> 00:25:46.857 <v Smith, Steve>That.</v>

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3874-4 00:26:08.453 --> 00:26:08.877 <v Smith, Steve>their.</v>

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

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

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

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3920-3 00:26:26.085 --> 00:26:26.427 <v Smith, Steve>level.</v>

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

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

c39e36dc-3940-41e5-a8dc-0f6a4afb900e/3939-2 00:26:34.148 --> 00:26:34.587 <v Smith, Steve>service.</v>

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

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

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

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

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

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