Digital era challenges (e.g., consumerism and COVID-19) are leading to dramatic changes in healthcare, such as a shift of case mix from “majority physical, minority digital” to “minority physical, majority digital” in short periods, which offer no choice but for the industry to emerge by rapidly positioning digital and virtual touch points upfront and throughout the service.
Goals and Objectives
Scale service capacity beyond the physical walls of a facility. Generate less costly, more rapid, and satisfactory responses to service demand. Soften inbound burden on services by conserving capacity for patients who need to be physically seen, while delivering value to those who can be seen virtually. Enable member loyalty to insurance companies.
Patient portals, websites, social media, mobile applications, provider search, and open access scheduling
Patient messaging and outreach, patient education, and medical information, chatbots, and intelligent virtual assistants
Telehealth, EHR virtual care integrations, webcams, video endpoints, virtual triage, and contact center
CRM, consumer analytics, cost estimators, patient feedback, and reputation management
Cross-platform member to provider handshakes allowing scheduling via member portal, telehealth via member portal or member mobile app, and provider search and schedule
Use Case Summary
All the touch points where providers and payers can digitally interact with patients or members drive better access, engagement, and experiences across the service continuum.