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In the News: Healthcare Business Today

There are many reasons healthcare IT executives are prioritizing automated solutions that can replace manual patient outreach for common communication workflows. Of importance are pressing issues related to staff burnout, soaring labor costs and rising expectations from consumers. All of these make digital engagement attractive to health system leaders with ambitious patient experience, revenue, and staffing goals.

Workflows that have historically been tedious and labor intensive can be quickly automated with the right technology, saving time and effort related to manual patient outreach and data entry. The process of picking up the phone to call, leaving a voicemail, finally scheduling, and then entering the appointment into the individual’s record is time-consuming and burdensome for staff members who are already burned out. However, patient engagement platforms that offer electronic health record (EHR) integration can not only fully automate this process, but can “close the loop” on common workflows like appointment scheduling.

A true closed-loop workflow means that following automated outreach from their healthcare organization or provider, patients can self-schedule directly from a SMS text message, and the EHR will automatically update with the individual’s appointment date and time. This completely eliminates the need for hands-on appointment management, and rapidly relieves employees who are feeling overtaxed. With less administrative busywork, staff are free to focus their attention where it matters most – on delivering patient care.

And, as an added benefit, digital engagement solutions actually enhance the patient experience because individuals are more likely to engage in their care journey when they receive the right communications at the right time, via their preferred channel (including SMS, voice, email, or live chat).

Many healthcare organizations are moving beyond outdated, labor-intensive, manual outreach processes in favor of streamlined approaches preferred by their staff members and patients alike.

To learn more, read the full article in Healthcare Business Today.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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