Zara Medical is a mixed practice of personality/remotely medication for primary and preventive care in 26 states. It took only a few years to expand the service providers to care for health care from 26 states.
Challenge
I grew rapidly, as well as the size of the connection. The reception office was drowned, the audio boxes were filled, and the response times grew. Even with three full -time front end employees, the organization was unable to answer about 60 % of incoming calls.
Administrative employees are involved in sorting and playing the phone mark. They are linked to routine tasks such as scheduling and follow -up. Throughout the time, they have to manually enter data and document everything. Humans make mistakes.
“I wanted to create a practice I wanted to go to, which was completely focused on the patient,” said Dr. Jessica Edwards, founder and CEO of Zara Medical Company. “We have built this and we have gained a reputation in providing high -quality personal care. But the calls that were not answered mean that patients who worry and love frustration.
“From a commercial point of view, we may lose revenues and employees.” “the Patient experience It was suffering, our managers were emphasized, and we all put a lot of time and effort in the work that could have been automatic. “
an offer
Immediately before things, Zara published the workflow of Amnesty International.
“He is a healthcare designer, which is important: We wanted to solve existing pain points, not creating new points,” Edwards explained. “It protects sensitive data and integrates smoothly with our healthy health records and the functioning of health care. There were no new tools to reach speed – they were directly connected to the way we already work.
“We enabled the platform to automatically designate all the documents received so that the data was automatically withdrawn to our EHR’s patient records,” I continued. “This means that our teams got new information in the actual time. There was no waiting for employees to enter details and EHRS was always currently.”
Employees can search through documents to find what they need. With a click they can create a scheme and download a new patient in the system. She added that these capabilities are a significant increase and cost efficiency.
“Therefore, when the seller said they were presenting a voice agent working with a biocker, I registered in a pilot show,” she remembers. “We were looking for a single call point for all incoming calls. We wanted a virtual receptionist around the clock throughout the week that would pick up every time, intelligently processing calls, eliminating the audio mail and calls.
“The system needed to deal directly with the schedule and registration of the appointments as well,” she continued. “He had to imagine calls through urgency and copying, summarizing data and obtaining them in systems and EHR for use by our employees in the actual time. It was a long arrangement, but the system was delivered.”
Facing the challenge
The workflow of the workflow from the health of the information technology seller. The company has also established The sound of artificial intelligence Agent, Mira, who is reaching the statute. AI is used to process data from unorganized sources such as phone, fax and email. Edwards indicated that Maira understands the patient’s needs, is compatible with HIPAA, and works with EHRS and the current workflow.
“Our key is that it fits the way our practice works: there are no additional mailboxes for monitoring or learning tools,” she said. “We have a full view of calls through the central in -picker box, so that our team can follow faster and with the right context.
She added: “With dozens of EHR integration already, the data can be synchronized so that they are always current, available and error -free.” “MAIA works around the clock throughout the week, where you can scheduling and taboo, confirm medical details, deal with bills, insurance, prescriptions and more.”
The front office is able to manage everything through one information panel. An additional downloads for devices or software were not needed. Edwards said Zara did not have to buy and manage points systems, so technology stretch and information technology complexity were eliminated.
She said: “In addition, MERIANDER recently introduced Maira 2.0, and the conversation and sound quality are in fact a person as it is,” she said.
results
Above all, 100 % of incoming calls are now responded. Edwards stated that seventy percent do not require any human intervention and the data is completely free of human error.
She said: “We are witnessing continuous savings for more than two hours a day by automating artificial intelligence calls and faxing/documents.” Because the system is installed with the patient’s urgency – with the calls that were marked only that require follow -up – the employees no longer play the phone mark.
“Artificial Intelligence analyzes provide an easy way to track calls, The patient’s satisfactionContinuing to solve problems and compliance, “so that we use artificial intelligence to find patients for patients. Through customized configurations, we can determine the location of caregivers inside the postal code who are largely classified and accept a specific insurance. It is a comprehensive referral process that guarantees passing patients in the most efficient way as possible.”
In general, employees are no longer linked to calls and patients are kept outside the phone trees – no one is waiting for the waiting.
“We are able to work more efficiently and provide a smooth and reliable experience, and to liberate employees to improve the quality and delivery of patient care,” Edwards said. “The front office staff can now deal with the entire demand without pressure. We appreciate that these capabilities cost us 75 % less than it will have to use additional employees or use external sources to serve the appropriate response.”
Advice for others
Edwards, AI’s AI’s Voice Agent advised, advised AI’s general audio agent.
“Medical practice needs something that has been made for health care – you don’t need to re -invent the wheel,” she said. “You want to get this properly the first time and prevent constant turmoil. So, only think about well -known sellers with confirmed technology: they are in that in the long run and they will be present to help.
“She wants natural expression and fluid conversations without a time of transmission,” she added. “Avoid points systems because it makes its management more chaotic and difficult to control. Make sure that the virtual receptionist you choose is easily integrated and plays well with your other systems to increase the return on investment.”
And make sure it is compatible with the sellers of the main medical records.
She concluded that “you want a system that works with dozens of EHR sellers so that you can get specific data on test results, care and medicines.”
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Healthcare is Hosz News.
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