Healthcare Scenarios at Work

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  • Significantly reduce contact center costs while increasing capabilities

  • HIPAA-compliant HD video, voice, chat, SMS, email, and fax

  • Easily enable virtual care and telehealth deployments

  • Securely engage with patients from their homes or work sites

  • Simplify coordination of care

  • Lower delivery costs while increasing speed of care

  • Significantly reduce capital costs for patient contact solutions

Case Study

Roper St. Francis: A Real-Time Centralized Scheduling Solution

Roper St. Francis Healthcare partnered with Revation Systems to gain real-time insight to their contact center data in an effort to enhance the patient experience.

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The world of healthcare is undergoing significant change from care delivery models to compensation and reimbursement changes. Revation LinkLive is a critical enabler to healthcare organizations of all types who are trying to increase quality of care, reduce cost of care, increase the reach and efficiency of care – all while helping to drive cost out of the system. LinkLive’s unique combination of secure, HIPAA-compliant communications with virtual call center and secure multi-point video capabilities support a wide variety of use cases. Some of the key scenarios where LinkLive is doing this today include:

  • Advanced Medical Contact Centers

  • Virtual Medication Therapy Management

  • Virtual Visits

  • Web Chat

  • Dynamic Specialist Consults

  • On-the-Fly Care Coordination

  • Solutions for Accountable Care Organizations

  • Specialty Areas Within Healthcare System Contact Centers

Advanced Medical Contact Centers

LinkLive’s secure and compliant unified communications solution is ideal for increasing your call center’s capabilities while lowering your costs to deploy and operate. Our cloud-based platform has been implemented by major health systems who have experienced gains in agent productivity and patient outreach. LinkLive Healthcare has helped enhance nurse triage lines, improve and centralize patient scheduling, streamline physician referral processes, as well as increase care coordination.

Virtual Medication Therapy Management

LinkLive Healthcare’s secure audio and video capabilities combined with its advanced queuing and routing logic allow for rich and efficient medication therapy management and comprehensive medication reviews to be conducted remotely. Your PharmD’s can interact easily with their patients over high-definition video through a web browser. This interaction does not require any download or installation of additional software.

Virtual Visits

LinkLive’s dynamic, secure video and collaboration allows for HIPAA-compliant Telehealth and virtual care visits over the Internet using a patient’s standard PC and web browser. Unlike other overly-rigid or hardware-intensive solutions, LinkLive is a tool that providers can easily use to enable Telehealth with their patients. The queuing and call routing capabilities of LinkLive Healthcare allow for virtual video-based protocols and workflows that closely mirror existing workflow in the clinic or hospital. This speeds up adoption while simultaneously lowering the learning curve. The use of PC-industry standard equipment and webcams, connected through LinkLive brings medical-grade solutions at near-commodity prices and allows for increased reach to patients in their homes.

Web Chat

Connecting patients to their healthcare providers is more important than ever. As patient expectations for better access to their providers and personal health information continue to rise, it is crucial for healthcare organizations to adapt their communication strategies to meet these changing needs. However, strict patient privacy and compliance regulations can make it seem daunting to leverage new tools to improve communication and access. LinkLive gives you an easy and compliant web chat platform to securely connect.

Dynamic Specialist Consults

LinkLive for Healthcare enables dynamic specialist consults, both within and between facilities. This is being used today to dynamically engage language and interpretation services in a Midwest healthcare system’s Emergency Departments. Interpreters are virtually brought into ED’s using standard web cameras and USB speakerphones connected to the hospital PCs already present. This allows for faster engagement of the interpretation services. It also largely eliminates the physical travel that the interpreters had been doing across the various ED locations. The health system has experienced significant financial savings – all while increasing the consistency of delivery and speed of service.

On-the-Fly Care Coordination

The ability to quickly and securely bring together all providers involved to coordinate care is an urgent need within provider groups and health systems today. This need will only increase as more health systems form Accountable Care Organizations (ACOs) and reimbursement comes from value instead of fee-for-service. LinkLive Healthcare uniquely allows for easy, secure, audited, logged, and recorded virtual care coordination sessions. Participants can use whichever communication medium is most convenient, whether it be traditional landline phones, VOIP phones, mobile devices or computers for audio and video. This flexibility allows for simple, dynamically generated virtual care coordination sessions. For those who are unable to attend the session, a hyperlink can be easily entered into the patient’s electronic medical record for later access and playback.

Specialty Areas Within Healthcare System Contact Centers

Enhanced Nurse Triage Line – traditional Nurse Call Line services can be easily and cost effectively expanded with LinkLive for Healthcare to include online interactions and full video engagement. The virtual call center and unified communications capabilities within LinkLive for Healthcare provide for easy and scalable skills-based routing of calls and web chats using the same solution and interface for both. No more having multiple call centers – one for web sites and one for telephony. The secure, cloud-based nature of LinkLive for Healthcare removes the capital and operational costs associated with traditional phone switches and hardware-based solutions.

Centralized Patient Scheduling -LinkLive’s cloud-based deployment model and advanced queuing and routing support great flexibility when it comes to determining where and how you wish to schedule. Fully centralized, after-hours centralization, overflow-handling or fully decentralized are all supported and easily configured.

Physician Referral Line – LinkLive’s advanced workflow capabilities allow for increased efficiency and effectiveness for your physician referral lines. In queue conditions, a physician can be prompted and choose to record his or her message. The physician can then hang up and not have to wait out the queue. The message is kept live in queue, just like a phone call, and is delivered to the next available agent just like a traditional call. This can save significant physician time while supporting all the tracking and reporting of service level agreements for the contact center.

Other deployed solutions include:

  • Hospital Patient Placement
  • Virtual Care Coordination Center
  • Secure Online Chat-Based Coordination
  • Statewide Senior Help Line

Solutions for Accountable Care Organizations

The low-cost and high-scale reach of Revation LinkLive Healthcare is uniquely suited to the needs of Accountable Care Organizations. Our ACO Solutions Brief outlines many of the ways in which LinkLive Healthcare can be used to extend care interactions outside of traditional clinical settings. Ultimately, LinkLive can be used to better connect and engage patients who have chronic conditions.

These are some of the many scenarios where LinkLive for Healthcare is helping improve the reach, quality, consistency, and cost of care. Revation has begun working with leading solution providers and platforms in the healthcare space to provide secure, compliant real-time communications integrated in the solutions you already use.

Contact us today to find out how LinkLive for Healthcare can help you improve your care delivery.