Jul 09, 2024



Medchat•ai: The Ultimate AI Solution for CTOs to Streamline Health System Workflows

AI can help your health system or practice eliminate bottlenecks and achieve the operational efficiency, scale, and reliability that manual tasks can’t. Here’s how you can implement this technology.

As health systems and practices grapple with rising patient volumes and limited resources, streamlining operations and enhancing patient care becomes crucial. Many leading healthcare organizations are increasingly adopting AI technologies to address these challenges—and yours should, too.

That’s why Healthgrades and Medchat•ai have partnered to introduce Automation Solutions for Health Systems and Practices—a new way to automate manual tasks, simplify workflows, streamline patient interactions, and more. Using revolutionary generative AI and Large Language Models (LLM), our platform offloads the administrative work of your organization’s employees so they can focus on delivering more value to each patient’s experience. From triaging and co-pay assistance to specialty pharmacy enrollment, our Automation Solutions take your organization’s productivity to the next level.

Why Health Systems Need AI

Chief Technology Officers (CTOs) leverage technology to adapt to new regulations, oversee complex workflows, ensure data security and compliance, and manage the IT infrastructure of their health systems. But today’s healthcare IT landscape—dominated by EHRs, telehealth platforms, and emerging business analytics tools—isn’t fully optimized to handle the industry’s shifting patient dynamics and technological breakthroughs. For CTOs and IT teams, balancing daily priorities requires a platform that seamlessly integrates with existing systems, boosts workforce productivity, and intuitively addresses pressing pain points.

One common difficulty for CTOs and IT teams is providing support for value-based care. With the average U.S. patient waiting around two weeks to meet with a doctor, healthcare access has become limited, and overburdened teams are left to navigate this high demand for healthcare services with strained resources.

AI can help remedy this issue through automated chat functionalities by steering patients to the right services, even when appointments are hard to secure. Administrative teams can deploy an AI chatbot to route patients to an available specialist while they handle in-person inquiries and intake processes. AI can also refine claims processes by helping patients check the status of their medical claims and resolve insurance questions while freeing up time for staff members to focus on higher-priority cases.

This support is essential, given that a 2022 CDC study found that 46% of health workers feel burned out. Between updating patient files, analyzing and processing intake forms, communicating with patients, facilitating insurance payments, troubleshooting problems, and much more, healthcare professionals have a heavy workload to manage—and it’s taking a toll on them. Reducing burnout while improving productivity may seem counterintuitive, but with AI, it’s possible. With automation completing repetitive, low-priority workloads, health system staff can have more time to work on responsibilities that require creativity, problem-solving, and contextual insight.

How Two Organizations Leveraged AI to Resolve Operational Bottlenecks

Banner Health: Improving patient triage

Banner Health, a non-profit health system in Arizona with 30 hospitals across six states, faced high patient cancellations and no-shows due to scheduling inaccuracies. To address this, Banner deployed Medchat·ai to enhance patient triage and guided scheduling for non-clinical agents, ensuring accurate information capture and reducing employee burden and scheduling errors.

With Medchat·ai, Banner Health achieved a 35% labor productivity gain, saving $9 million annually in FTE costs. Scheduling accuracy improved by 10%, and the number of scheduling agents decreased from 500 to 450, while the number of healthcare professionals served increased from 800 to 1,100.

Tryon Medical Partners: Streamlining patient communications

Tryon Medical Partners, a medical practice in North Carolina operating 11 clinics with seven service lines and various specialty practices, urgently needed streamlined patient communications due to call center hold times reaching up to two hours. With Medchat·ai’s platform, Tryon introduced automation and conversational intelligence into their workflows. They created self-service patient flows to address common pain points around appointment management, prescription refills, and medical records requests.

The results were impressive: Tryon saw a 22% decrease in call volume, even as registered new patients grew by 59%. Additionally, they achieved a 67% decrease in healthcare professional hold times, an 80% decrease in member hold times, and a 50% reduction in abandonment rate.

Although AI raises concerns about data security, industry-leading automation tools like Medchat·ai are designed with safety and confidentiality in mind. In fact, the platform is HIPAA and SOC 2 compliant and adapts to the industry’s regulations so CTOs and IT professionals can continue overseeing operations with minimal intervention or disruption. But that’s not all this intelligent platform can do.

Overcoming Health System IT Pain Points with Healthgrades and Medchat•ai

Healthgrades’ Automation Solutions for Health Systems and Practices brings you Medchat·ai technology to streamline complex communications and workflows with cutting-edge generative artificial intelligence.

With the help of advanced GPT technology and Large Language Models (LLM), our Automation Solutions harness cutting-edge technology to resolve operational bottlenecks and increase operational efficiency and patient engagement. Here’s what you can expect:

Seamless Patient Connections

Every health system has its own challenges and requirements—that’s why Medchat•ai offers tailored strategies to address your organization’s specific pain points. Steering clear of cookie-cutter strategies, we put your health system or practice’s goals front and center, giving you a unique solution that works the way you do.

Boosted Operational Efficiency and Productivity

Medchat•ai tackles bottlenecks and workforce shortages by automating manual tasks, freeing your team to focus on personalized care. Using natural language processing (NLP), the technology can tackle tasks such as patient scheduling, prior authorization, post-procedure billing support, and medical records requests. This AI-powered solution takes the busy work off of your staff so you can enhance productivity and service quality without relying on hiring new talent or further stretching strained resources.

Adaptable with Zero Downtime

One of the primary concerns for any CTO when adopting new technology is the potential disruption to existing operations. However, Healthgrades and Medchat•ai resolve this with an open architecture and robust APIs, enabling IT executives to embed it seamlessly into existing technology stacks and systems for quick implementation with minimal disruption. With the Medchat·ai HIPAA- and SOC 2-compliant platform, CTOs can rest assured that their health system aligns with industry standards.

Medchat•ai is a wonderfully agile and easy to use tool that allows us to quickly and nimbly implement innovative processes and experiences to keep up with the ever-changing demands of healthcare operations.

Banner Health, Senior Director of Customer Experience Technology

Implement AI with Confidence

Another significant concern many CTOs and IT teams have about embracing novel technologies like AI is budget prioritization. When considerable change is in question, it’s important to highlight both the direct financial benefits (e.g., reduced staffing costs, improved efficiency) and indirect benefits (e.g., better patient outcomes, reduced staff burnout) an AI tool can offer. While the process of getting approvals for new technologies can be long and complicated, you can accelerate approval times by identifying and presenting a specific platform to stakeholders that can resolve multiple organizational challenges simultaneously. Once authorized, follow up with performance metrics to reassure leaders and executives that the results make the investment worth it.

Strong leadership is critical to guiding the entire organization through the transition to AI and automation. The more top-down support and enthusiasm you can gather behind the project, the smoother and more effective implementation will be.

Embrace AI-Driven Innovation with Healthgrades’ Automation Solutions

Our partnership with Medchat•ai provides health system CTOs with a powerful tool for achieving efficiency, security, and adaptability in today’s demanding healthcare environment. With Medchat·ai’s customizable HIPAA- and SOC 2-compliant platform, you can expect rapid deployment and seamless integration features. Medchat•ai is a reliable choice for forward-thinking CTOs and IT teams who want to evolve their operations without sacrificing security, performance, or quality of care. Join the ranks of leading healthcare executives transforming their health systems and practices with AI-driven innovations.

Get in touch today to discover how our Automation Solutions for Health Systems and Practices can optimize your workstreams for a care experience that satisfies both healthcare teams and patients.

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