MOBILE APPS
78% of consumers are interested in using Mobile Health apps
The ongoing digital transformation in healthcare involves moving data from legacy systems, or disparate systems acquired through mergers, to a more modern architecture using the cloud. But transformation is also a chance for organizations to provide a higher level of holistic service to patients, providers, and their own employees...while cutting costs.
To suggest that more bots are the solution to customer frustration sounds counter-intuitive. We’ve all been caught in a revolving door of automated menus that don’t solve our problem and won’t connect us to a human that can. But new AI and Machine Learning (ML) technologies can not only ease the customer’s journey (without assigning your people to help them), but improve it at previously unsolved pain points.
The key to taking advantage of digital transformation is to design end-to-end experiences that will bring automation and a sense of delight to customers. Self-service is a growing healthcare trend. Insurers and providers who implement excellent self-service automation both save money and increase their capacity. Meanwhile, patients love it because they have fast access to, and greater control of, their care.
Self-Service Automation in Action
Meet Molly, a young single mother caring for her infant son. Molly needs to find new health insurance, so once she puts her baby to bed, she logs on to healthcare.gov. After filling out a form and finding out she will have Medicaid coverage, she receives a personalized link to her new insurance provider.
Molly, who uses her smartphone for most things as opposed to a personal computer, launches the insurance provider’s mobile website through the link she received. The provider’s live chatbot already knows who Molly is, so all she needs to do is create a secure identity. As she gets set up, she can even ask the chatbot to help her find a local pediatrician who’s covered by her new policy and speaks Spanish.
From there, the system asks her for permission to access her medical history. With that access, the system’s artificial intelligence realizes Molly is a new mother, and that her infant son may need vaccinations. The system can provide Molly with reminders, and even schedule appointments with her son’s new pediatrician.
Molly is worried that Medicaid won’t cover her costs, so the system sends her a contact number to call. When she dials, it automatically transfers all her chat inquiries and information to the automated voice recognition system.
Molly asks, “Does my plan cover shots for babies?” This is a simple question for a person, but more difficult for machines. The machine learning and AI systems must match the synonyms in her question (shots = vaccinations) and translate the written policy into structured data. This interaction, made possible through deep learning, allows the system to answer coherently and completely: “Yes, your policy fully covers vaccinations for infants.”
Molly hangs up, satisfied. Sure, it’s a bit of a process to get set up in a new system, but she was able to do it from home, at night, and completely on her phone.
It was barely any more work than setting up her food delivery app. (Speaking of which...Thai sounds great tonight.)
Data in distress?
It's Robots to the Rescue!
Can Robotic Process Automation supercharge your human team? Can you finally know what it's like to have a robot butler? Find out in the first issue of Launch Comics!
Empowered Patients Empower Progress
When it comes to creating a holistic experience, the problem generally isn’t technology. All these technologies exist, possibly even within the same company. The barrier to delivering a big vision often lies in organizational inertia or fiefdoms that exist between departments.
The goal of digital transformation is to go beyond just moving data - rather, enable your organization to reach its maximum potential in technology, teamwork, and revenue.
Systematically sharing data, applying AI tech, and putting power in the hands of patients are increasingly key to empowering insurers to accomplish their mission, hit their numbers, and satisfy their customers to boot.
POWER IN HAND
Mobile devices drove 61% of visits to U.S. websites in 2020.
DEEP LEARNING
Bringing together IT systems with AI delivers great service.
HUMAN TOUCH
Great digital experiences result in good care and human connection.
%402x.svg){kind=icon}
.svg)
%402x.svg){kind=icon}
