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In the News: Authority Magazine

In his latest interview with Authority Magazine, Vik Krishnan, General Manager of Intrado Digital Workflows (which includes HouseCalls Pro) shares insights about his background, professional experience serving the healthcare industry, and the expertise that brought him to lead patient engagement innovation for Intrado.

According to Authority Magazine, a Medium publication, “In recent years, Big Tech has gotten a bad rep. But of course, many tech companies are doing important work making monumental positive changes to society, health and the environment.”

Case in point: HouseCalls Pro. The SaaS platform brings patient engagement innovation to hospitals and health systems striving to connect with individuals in convenient, digital ways that improve care, enhance the patient experience, and don’t add to the burden of healthcare staff members.

This type of technology also addresses capacity issues facing many healthcare organizations—when appointment slots go unfilled, these are missed opportunities to interact with individuals by delivering meaningful care. HouseCalls Pro assists with this by integrating with leading electronic health record (EHR) systems, so the platform knows which patients to reach out to, when to contact them, and the just-in-time information to share that has the greatest chance of improving their health.

Today, because patients prefer SMS (text messages) as their primary communication channel, the platform can automate these messages and even send them in each patient’s preferred language.

By reaching individuals when and how they want to be contacted, sharing relevant information that is beneficial to their health, and doing so in a way that doesn’t further tax healthcare staff members, patient engagement technology can improve care, enhance the patient experience, and reduce the operational burden for health systems and hospitals.

Read on for the full interview, which is part of the “Technology Making an Important Positive Social Impact” series. In it, Krishnan explains how the convergence of business, healthcare and technology—namely, patient engagement innovation—shaped his goals, vision and mission as he has led teams and advised health system, hospital, payer and pharma entities over the course of his career.

“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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