What occurs when your healthcare advertising and marketing succeeds, however your groups aren’t skilled or scaled to maintain up with affected person demand?
AI telephone brokers promise to lastly handle healthcare’s largest supply of affected person dissatisfaction: the issue of scheduling appointments.
Press Ganey calls appointment scheduling “healthcare’s Achilles’ heel,” with greater than a 3rd of customers citing IT as their high frustration and first barrier to receiving care.
On the similar time, one of the crucial persistent obstacles to healthcare advertising and marketing success is an incapability to efficiently reply telephones. Advertising drives demand and affected person inquiries improve, however unanswered calls stay the costliest gaps in affected person entry and expertise.
On this episode, I sit down with Aqeel Shahid from IntelePeer to discover how healthcare leaders are utilizing AI telephone brokers to enhance entry, scale back employees pressure and modernize the affected person expertise. Moderately than hiring extra employees, constructing greater name facilities and repeating limitless coaching cycles, AI telephone brokers can scale immediately, reply each name and deal with routine scheduling and consumption at a fraction of the fee.
When you’re a healthcare chief seeking to strengthen affected person entry and operational effectiveness, this episode is for you.
Observe: The next AI-generated transcript is offered as an extra useful resource for many who choose to not take heed to the podcast recording. IT has been evenly edited and reviewed for readability and accuracy.
Stewart Gandolf (Healthcare Success)
Howdy, everybody. Welcome to the Healthcare Success Podcast. I am right here with one other distinguished visitor, Aqeel Shahid. Welcome, Aqeel.
Aqeel Shahid (IntelePeer)
Hello, Stewart. Thanks for having me.
Stewart Gandolf (Healthcare Success)
I first met Aqeel by way of a few of his colleagues at a convention. We have been at one of many large non-public fairness conferences. And in dialog, we began speaking about AI. We ended up having a protracted dinner and IT was enjoyable. After which I bought to satisfy Aqeel subsequent to that. And Aqeel and his group at IntelePeer are fixing, one of many issues they’re doing with AI, is fixing most likely the most important drawback I’ve had in my profession working with healthcare companies, hospitals, and multi-location practices, and that’s, how do you reply the telephone?
Aqeel, I might commiserate with you for hours on the challenges we have had over time. To set this up slightly bit for our listeners, AI clearly can do a variety of issues, proper? And IT does, and IT does in all types of inventive methods, and there is a million alternative ways AI is being carried out today. And even inside healthcare, you need to use AI to income cycle administration. There are various methods persons are utilizing IT for income cycle administration, which is basically necessary. You need to use IT for notetaking for the suppliers.
There are various totally different purposes. However the one we determined to speak about right now is, you already know, the decision middle and the way can we begin integrating AI brokers or robots to have the ability to discuss to folks in a manner that feels pure. That is seamless, and IT‘s such an enormous deal. So, to begin with, Aqeel, welcome once more. And might you inform us slightly bit about your background and among the very excessive stage, I am going to drill down, however among the work that you just guys are doing on this class?
Aqeel Shahid (IntelePeer)
Yeah, completely. And once more, thanks for having me on the present. Tremendous excited that I am on the present right here with you.
However, you already know, to your level, Stewart, there’s been type of this evolution that is been taking place within the area, clearly. AI has been round for a while, however there’s additionally a variety of buzz and a variety of noise happening within the area round what AI is and the way persons are utilizing IT and the advantages that organizations are literally reaching from IT. And so, at IntelePeer, what we’re actually doing helps automate that front-end journey for organizations, proper? Actually enhancing the way in which and the way sufferers and prospects talk with both a observe or any type of group. And a variety of that mundane duties that may usually require a dwell human to do can now be automated leveraging AI options, proper? And Technology has come a great distance, proper? Now not does IT sound like a robotic on the opposite finish, proper? IT sounds extra human. IT sounds extra pure. IT‘s undoubtedly way more attentive now and IT understands intent. So, you do not have to say simply the identical actual key phrases for IT to grasp what you are saying. So that is what we’re actually serving to resolve helps resolve the journey that prospects must undergo or sufferers must undergo after they’re calling right into a observe for easy mundane duties, proper? And simplifying that total engagement.
Stewart Gandolf (Healthcare Success)
Nice. So, you already know, type of going again on the issue from my egocentric standpoint, you already know, once more, having executed this for years, the operational facet of issues like billing or, you already know, calls or, you already know, folks on the lookout for a job calls, these are all necessary, however from us as an company standpoint, the most important factor is , we’re paying, folks pay us, they pay Google, they pay Fb, proper? There’s substantial funding to go make the telephone ring with new sufferers. After which additionally, we’ll discuss extra about remembers and different issues, however only for the sake of ease proper now, inbound inquiries about doing enterprise. And the expertise right here, Aqeel, with the, you already know, form of analog world is simply terrible, usually.
So sub-businesses, even when they’re multi-location, drive calls to every particular person workplace, which is only a complete prescription for failure. They’ll drive them to a name middle, which could be higher, however oftentimes IT‘s nonetheless challenged. And so, you already know, like we have had shoppers the place we spend lots of of calls to a couple of their practices on a check foundation, they usually do not observe a single transformed sufferers as a result of they can not reply their telephone. O a day-to-day foundation at an area workplace, they’ve sufferers or the entrance desk employees is meant to reply the calls, test folks in, test them out, do bookkeeping, order pizza for the workplace get together, you already know, after which, you already know, in between all these 75 duties, reply the telephone, which, in fact, IT‘s a catastrophe. They usually’re usually the least paid, least skilled folks. And so, you already know, what’s the expertise? Physician’s workplace, please maintain, or nothing, proper? IT‘s lunchtime, so no person picks up in any respect. After which, in fact, you could have totally different folks give up. You have bought attitudinal issues. You have bought folks with some abilities are extra expert than others. And, you already know, after which there is a restrict on what number of you’ll be able to deal with at a given time. With AI, all of that goes away. No person goes on trip. No person has an act interval. No person calls in sick. You do not have to begin once more, prepare any individual new, you already know, like all of that. So, in idea, IT‘s superb, proper? Like you’ll be able to scale. Instantly, as a substitute of taking, you already know, one name each 5 minutes, you’ll be able to take a thousand in 5 minutes, proper?
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, the promise is insane. And we are able to lastly resolve. IT‘s type of just like the final mile, Aqeel, while you discuss in regards to the final mile. On the web, IT‘s like, effectively, IT‘s nice out on the road, however that final mile could be very costly and tough. That is actually what that is with the telephones.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
I am going to cease the rant in only a second, however I actually had considered for years shopping for my very own name middle to deal with this. IT‘s only a low margin, horrible enterprise, and so I selected not to try this. However I simply suppose that is the best factor I’ve seen in advertising and marketing in years to essentially assist. As a result of if we are able to resolve this drawback, IT‘s an enormous deal to assist the advertising and marketing work, to not point out all of the operational points. With that form of lengthy intro, however I simply wish to set how necessary that is. Out of your guys’ standpoint, what are the forms of calls and the place do they battle? Perhaps add on to what I say and have some further insights since you’re trying on the broader image than simply inbound inquiries.
Aqeel Shahid (IntelePeer)
Yeah, no, 100%. Completely. imply, you summarized IT effectively. I imply, organizations spend a lot cash on all of the advertising and marketing and all of the issues that you just talked about that they do up entrance, however they do not employees accordingly to deal with the amount that is available in. And once more, the most important expense for any group is the precise folks that they are hiring, and all the opposite challenges related to coaching them and getting them up to the mark. What we’re seeing so far as the forms of calls that we’re dealing with, exterior of simply the widespread inquiries you talked about, proper? However in a healthcare group, IT‘s that appointment scheduling, rescheduling. IT‘s a quite common element, however IT‘s additionally one of the crucial necessary income producing parts for a company as a result of each missed name means a missed appointment, delayed care, misplaced income, proper? After which, you already know, very probably the affected person’s going to get annoyed and possibly name the following observe or, you already know, and so forth and so forth. You are dropping that total, you already know, expertise with the affected person due to IT. We see that as one of many largest issues that persons are calling in for prescription refills. I imply, I’ve, as a affected person, they usually get annoyed too, as a result of all I would like is a prescription. However I bought to speak to a nurse, and I bought to speak to the physician. And IT simply prolongs the general course of. easy issues like that may now be utterly automated, proper? Billing inquiries and cost reminders. That is one other large factor. You talked about income cycle administration earlier, however that is an enormous element of IT too. Not solely can IT do inquiries and affected person reminders, however IT can even do collections as effectively. So for these sufferers which might be handed to you that will have forgotten to pay their invoice or perhaps insurance coverage has lined a sure portion and the opposite portion that they should pay they usually simply aren’t conscious of IT, the system can now make outbound calls on behalf of the healthcare observe and accumulate that excellent steadiness as effectively versus having to have a human or dwell individual having to make these calls. We have seen, based mostly on expertise, that people usually tend to make a cost to a digital agent than a dwell human. I you already know, simply, you already know, out of simply, you already know, I suppose they really feel slightly embarrassed speaking to a dwell individual going, oh my God, I forgot to make a cost, sorry about that, versus, you already know, figuring out that they are in a judgment-free zone with a digital agent, you already know, making the cost. We have seen much more success with collections when a digital agent is looking in and making an attempt to get cash collected. After which once more, your common FAQs, affected person questions, follow-ups, all of the stuff that, once more, tie up a entrance desk employees or a healthcare, you already know, particular person as a result of they’re having to man the telephones as a result of there’s not sufficient folks to man these telephones can now all be automated to essentially permit for healthcare staff to concentrate on affected person care, on actually operating an operation, operationally operating their companies.
Stewart Gandolf (Healthcare Success)
IT‘s actually fascinating too, like while you take a look at among the issues we simply mentioned have been, you already know, like past the brand new affected person calls, however, you already know, scheduling an appointment, rescheduling an appointment. I used to be simply at a convention, my buddy Aaron Clifford with Press Acquire. And requested the viewers, what do you suppose is the primary criticism folks have? And I bought the prize. He by no means truly gave me a prize. However I shouted out scheduling, appointment setting. And he is like, you are proper. And IT‘s like, I type of know these things. IT‘s what I do, proper? However appointment scheduling is the primary criticism folks have with their physician’s workplace. And that’s, if you happen to take a look at a variety of these low star opinions, IT‘s like stuff like that. IT‘s not normally the supplier. IT‘s like all of the stuff that is in the way in which of the supplier. And likewise, one other factor that individuals could say is like, effectively, that is not even a problem anymore. Folks schedule on-line. And truly, that is simply not true. I want IT was. I want all people’s scheduled on-line. IT‘s much more environment friendly for everyone.
However relying on the age group you are speaking about, boomers most likely greater than half are calling on the telephone. And even youthful folks nonetheless name on the telephone. So, telephone calls usually are not going to go away anytime quickly. After which there’s different issues that basically cannot be dealt with effectively by the net that you might want to, there’s may be nuances. They wish to ask questions. In order that’s actually necessary to know that there is a variety of totally different purposes. One factor we did not discuss too, that I ought to at the very least contact on, and perhaps we’ll discuss, or perhaps not later, however remembers. For instance, an enormous dermatology observe might need hundreds of appointments of, you already know, recalling him again to come back again a yr later for an additional screening. There’s a lot reasonably than that’s yet one more utility.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, there’s utility, that is why I saved right now’s dialogue restricted to the telephones, as a result of that alone is rather a lot, proper? There’s a variety of territory there. We will discuss different AI makes use of on one other name, however for right now we’re speaking about telephones. Let’s discuss, so we have talked about the issue. We have talked about, you already know, among the use instances. So how is AI stepping in to unravel this problem? What does that AI-powered name expertise even appear to be right now? You talked about IT‘s evolving.
Aqeel Shahid (IntelePeer)
Principally, now what AI is doing is basically serving to bridge the hole between the people and the practices themselves as a result of IT‘s accessible 24/7/365. IT is a human-like expertise. When a affected person now calls they usually’re greeted by a digital agent, which mainly goes, how could I enable you to? And goes by way of the conventional dialog that a person would have with an individual, proper? I am calling to schedule an appointment. Nice. What days? Inform me extra about your self. Authenticate who the affected person is by their date of beginning or no matter mechanism you wish to use to authenticate them. Undergo the method of getting them scheduled, identical to a standard dialog, and have the ability to be good sufficient. And IT‘s good sufficient now to the place IT‘ll truly, if you happen to swap gears in the course of the dialog and have one other query, like, hey, what does the parking scenario appear to be? Hey, can I carry my child in as effectively? , what are your hours of operation? , is there something I have to be ready for IT if you happen to’re going into IT for a selected examination? Is there something I have to be ready for forward of my examination? These issues, the system is sensible sufficient to assist reply. Once more, like I mentioned, IT‘s having a pure, non-robotic dialog. And once more, accessible 24/7/365, as a result of oftentimes, generally issues come up, proper? And chances are you’ll have to reschedule an appointment late at night time, however you must wait until the following morning when the workplace is open, when you’ll be able to name and reschedule. And you do not have to try this anymore. You may name everytime you wish to and now have the ability to make these primary modifications.
The opposite factor I wish to say from an utility perspective as effectively is you will have generally issues the place a affected person could must reschedule or cancel. Effectively, on this planet of healthcare, once more, in case you have an empty seat or an empty mattress, IT clearly is misplaced income. So, the system now could be good sufficient to acknowledge if there’s sufferers which might be mainly on maintain, that we should always now go and attempt to schedule as a substitute as a result of these people are primarily on the checklist of, you already know, if there’s any cancellation that, you already know, go forward and schedule me as a substitute. So, we are able to prioritize and name by way of these lists and go, hey, I see so-and-so individual is on the checklist and I’ve a cancellation. Let me name this individual now and see if I can get them scheduled. So, you’ll be able to fill these gaps versus having these gaps, you already know, that present up with cancellations as effectively.
So these are among the issues that we’re undoubtedly seeing the system present, together with affected person consumption. That is one other large factor as effectively, proper? Now not do you must go into the physician’s workplace, sit there within the foyer, filling out, you already know, the questionnaire that may all be executed now just about the place you may get all these questions requested and answered up entrance in order that when the affected person is available in, they’ll simply do what they should do from a signing in perspective after which have the ability to go proper in to see the doctor as effectively.
Stewart Gandolf (Healthcare Success)
That makes a variety of sense. IT‘s even like, I am curious if you happen to guys have had the appliance, that is an apart, however, for instance, an OBGYN workplace is usually operating late. As a result of I’ve to go ship a child. Do you guys have the use case but the place persons are asking to have the ability to name sufferers they’re operating late versus having any individual go try this?
Aqeel Shahid (IntelePeer)
Yeah, completely. IT‘s good sufficient to the place, once more, you are able to do that. Okay, I’ve bought to go. IT‘ll set off. There’s a variety of set off that may occur inside the system that may permit for the system to mainly make an outbound name. So, IT‘s not simply inbound calling, proper? IT‘s inbound, outbound, and IT‘s not simply voice. IT has all the suitable digital channels lined too. Understanding that totally different demographics like to speak in another way utilizing totally different mediums, IT‘s good sufficient to acknowledge that you could be begin a dialog by way of textual content after which evolve IT to voice after which transfer IT to a distinct medium afterwards and hold the context in line.
Stewart Gandolf (Healthcare Success)
That is actually necessary. And I hadn’t even requested that. So, you already know, we have been targeted on voice, however clearly there’s alternative ways to speak. Whenever you’re doing the textual content a part of this or. Otherwise you’re doing, you already know, I do not know, are you able to combine with the portal too, just like the affected person portal? Or is IT simply textual content or how does this all work with that?
Aqeel Shahid (IntelePeer)
Yeah, no, IT‘s absolutely built-in with all of the core EMR, EHR, affected person administration system purposes which might be on the market. IT gives a seamless expertise. Then that is the place IT‘s authenticating. That is the place IT‘s getting Information in regards to the affected person historical past and who the physician is and what medicines they’re on. And any preferences of issues that they’ve, that is the place IT‘s gathering all of the Information. IT utterly reads, writes, and places proper into these core purposes.
Stewart Gandolf (Healthcare Success)
Unbelievable. After which the following query is all the time safety. Yeah. And that is one of many causes, by the way in which, for our listeners that, you already know, there is a, it is a, proper now, a really crowded discipline. There’s lots of people, there’s lots of people simply beginning up and IntelePeer has been round some time, they usually have one thing to lose. I might say that as a result of, you already know, safety issues. I do not simply need like a broad, IT‘ll. Okay. Like, I do not know. That is HIPAA. Inform me slightly bit about safety and why is that necessary? And like, what sort of precautions do you guys take for that?
Aqeel Shahid (IntelePeer)
Yeah. Nice, nice query. I imply, safety is certainly very close to and expensive to our coronary heart, particularly in a regulated trade like healthcare, proper? We have taken all the required precautions to ensure that that safety stays high of thoughts. And we do IT in a few alternative ways, proper? One, we do not actually ingest any of that Information that sits within the EMR, EHR into our platform. Like I mentioned, we combine into these EMR, EHRs. That is the place the Information resides. We’re studying, writing, and coding by way of API. All of the core affected person information stays in these EMR, EHRs. We’re not pulling any of that into our programs. However then in our programs, we create these particular workflows and particular flows for the person practices based mostly on their wants. And the big language fashions that we’re utilizing from an AI perspective are utterly guarded and behind our non-public community. IT‘s not sitting on the market within the public. We’re not coaching one other practices Information with the info we collect from a earlier observe. All the things is totally walled off to ensure that that Information is staying non-public inside our personal non-public servers. After which, you we have gone by way of the method of getting HITRUST licensed. We’re HITRUST licensed. We have now the suitable certification parts from a safety perspective on that as effectively to verify each single component that we join, you already know, meets the necessities of HIPAA and HITRUST as effectively.
Stewart Gandolf (Healthcare Success)
Nice. That is necessary, clearly. And in order that integration, IT is fascinating, the concept about simply passing Information by way of. One other query on that be aware is the disclosure when folks name. And there may be truly a courtroom case proper now with a big, I am unsure if you happen to guys are conscious of this, with a multi-location dental observe. And I do not suppose IT‘s going to, I do not suppose, I hope IT does not go wherever, however you must disclose anyway, anytime one thing’s being recorded, with out giving authorized recommendation on this name. Is that like, to begin with, I believe IT‘s actually necessary to inform folks they’re speaking to a bot. After which additionally to reveal that we’ll be utilizing this Information in a wide range of methods. So, is that solvable? Are your consumer’s capable of get counsel and be ok with IT?
Aqeel Shahid (IntelePeer)
100%. Yeah, completely. What we have executed to satisfy these necessities is the system mainly, when IT solutions the decision, mainly goes, hello, I am Sam, your digital agent. This name could also be recorded for high quality assurance of coaching functions. How could I enable you to, proper? So, IT would mainly announce that up entrance. So, the affected person or the caller calling in is aware of that they are speaking to a digital agent, is aware of that the decision is being recorded. So, they do not must assume anymore. Yeah.
Stewart Gandolf (Healthcare Success)
And I might simply say to our listeners, we’re not giving authorized recommendation on this. Your precise script to reply the telephone with, you must run by counsel.
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
This can be a As a result of there’s an allegation, at the very least one case I am conscious of, the place they’re saying that is not sufficient to say high quality assurance. Since you would possibly use IT for advertising and marketing. You would possibly use IT for that. So, discuss to counsel.
However there’s a lot alternative right here. I believe IT‘s price investing a couple of dollars legally to ensure you’re doing this in a compliant manner as a result of the chance is big. Let’s discuss, so we talked about some alternative ways of doing this. And there was prescription we have held appointments and all that. However let’s discuss like, how do you reply, and I believe that is fascinating, being a advertising and marketing company, we discuss rather a lot about model voice. How do you make sure the AI appears like in a manner that IT‘s per the model voice and tone that we wish to have? How does that work?
Aqeel Shahid (IntelePeer)
Yeah, that is an ideal query, Stewart. What we do is we clearly sit down with the top consumer and actually perceive the demographics of the folks which might be calling in. So, for instance, if you happen to’re calling into an aged care facility, they like for the AI agent to talk slightly slower. Or if you happen to’re calling in a selected geographic a part of the nation too, they could have a distinct dialect, a distinct manner on how they ask questions or a distinct manner of how they are saying sure phrases as effectively. We actually type of tone and we’ll mainly tune the system based mostly on that Information we collect. There is a ton of various voices you’ll be able to decide from, male, feminine, the accents, the tones, all that’s all adjustable. All that may simply be adjusted to satisfy the model picture or the general voice picture that you just’re mainly making an attempt to painting to the top customers as effectively.
Stewart Gandolf (Healthcare Success)
As a few of our listeners will know, I’ve labored across the nation, like each market. Like we have labored in Satan’s Lake, North Dakota, however I am excited about particularly “Nahhlens”, not New Orleans, not New Orleeens, “Nahhlens”. So, are you able to even deal with dialects like that?
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
I imply, you would not wish to sound such as you’re out of the… so, swamps, proper? You do not wish to adapt that a lot to the local people, however you do wish to at the very least have some native taste, proper?
Aqeel Shahid (IntelePeer)
Completely. imply, in order that’s precisely what we do is we perceive. We truly had a few instances the place we had people that have been in a sure a part of the nation that mainly even like ordering pizza, proper? We usually within the West Coast go, hey, I am calling to put an order for a pizza. Effectively, in different components of the nation, they go, I wish to make a pizza. So, you already know, usually if you happen to discuss to an AI system and go, I wish to make a pizza, IT‘s going to let you know, go get some flour, some eggs, you already know, they usually’ll let you know find out how to make IT. However we have skilled the system to the place IT is aware of while you’re asking about, hey, I wish to make a pizza, IT‘s extra like they’re making an attempt to order a pizza. We will utterly change the tone and like I mentioned, have IT be good sufficient based mostly on that as effectively. After which there’s different variables that we are able to activate too, like, you already know, and relying on the model, some that wish to have extra of a hipster model, we are able to activate like a millennial filter and totally different type of issues to make IT sound snappier. And make IT sound extra to suit the demographics of the parents that they are making an attempt to speak to as effectively.
Stewart Gandolf (Healthcare Success)
What are among the largest misconceptions that healthcare leaders have while you guys are first taking your conversations about how AI goes to work of their workplace? Like, what are the objections?
Aqeel Shahid (IntelePeer)
Yeah, you already know, one of many largest objections, clearly, that we come throughout, and I am positive you’ve got heard this too, is that a variety of people really feel like the parable is that, hey, AI goes to exchange human employees totally. Effectively, that is not the case, clearly. IT‘s right here to assist increase the employees, deal with the routine duties, so the groups can concentrate on the complicated, extra extremely priceless interactions, proper? After which, you already know, the opposite large problem we have now, as effectively, is the place a variety of healthcare, you already know, house owners, leaders really feel like that is so arduous to implement. IT‘s going to be, so IT‘s going to take a ton of effort and time. That is not the case both, as a result of what we have actually executed is, and once more, our group does all of the heavy lifting, and we have additionally developed a low-code, no-code device set that basically permits for this integration, as I discussed earlier, all of the EMR, PMSs, that is already executed. IT permits for us to deploy quickly, and we are able to go dwell now inside weeks, not months anymore, proper? So once more, all that, all of the stuff that’s required, we do the heavy lifting, and we do all that work so we are able to simplify the flexibility for organizations to embark on this journey.
Stewart Gandolf (Healthcare Success)
Inform me about one of many issues I’ve seen, some corporations are higher at this than others, the lag half, the place IT‘s an enormous, lengthy lag or the fillers. Like, how does that, is that enhancing and the way is that even a problem anymore?
Aqeel Shahid (IntelePeer)
, IT‘s come a great distance, proper? You are proper. Within the preliminary phases, early on days, sure, there was once a ton of lag. Folks would sit down for simply a number of seconds ready for a response or they’d add in like filler the place IT seems to be like IT‘s typing. That is not the case anymore. And once more, IT‘s all in regards to the structure and the way the system is designed. We have now designed IT in such a vogue to the place your responses are normally below three milliseconds, proper? They’re coming again actually. Generally quicker than a human might reply. And IT‘s all about how we’re coaching and the way we’re integrating and the way we’re tuning the system to essentially just remember to haven’t got that lag. And so, we have actually paid a variety of consideration to that in order that we are able to include the calls way more than getting to a degree to the place a affected person calling will get annoyed and needs to escalate to a dwell individual. We have executed a great job of eliminating that utterly.
Stewart Gandolf (Healthcare Success)
That is nice. I ought to have requested that earlier than. That is type of a no brainer. Folks say, agent, like I ask myself, once I’m speaking to, I name on IT, a variety of occasions IT‘s extra of a telephone tree than like what you guys supply. However there will be occasions the place I am going, agent, agent, agent, agent, agent, And I am going to say, that’s not an choice. Like, no!
Aqeel Shahid (IntelePeer)
Yeah, yeah, yeah. Occurs on a regular basis. Occurs on a regular basis. I am responsible as effectively.
Stewart Gandolf (Healthcare Success)
Yeah, like I simply wish to discuss to any individual. I do know you can’t. I do know you are making an attempt. IT‘s like discovering Nemo. You are actually cute. However I do not perceive what you are saying. So, IT‘s like the identical factor right here. IT‘s like, you already know, there are occasions the place I simply know the bot’s not going to have the ability to deal with this for me. I want to speak to a dwell individual. IT‘s good that individuals have the choice to try this.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
One other query, I suppose you talked about EHR, and that the EHR integration is such an enormous deal. And IT‘s fascinating now I am seeing among the, an EHR, by the way in which, a variety of occasions IT‘s actually extra observe administration platform. Folks use these phrases interchangeably, however they don’t seem to be truly fairly the identical factor. However you the EHR slash observe administration platform, are you guys saying you’re employed with, you already know, just about all of them or how does IT, or any of them that may work? How does that work?
Aqeel Shahid (IntelePeer)
Yeah, nice query. We work with all the key ones. you already know, your, your Cerner, your Epic, you already know, your Athena Health and Mod Meds and all the key EMR, EHRs we have got lined, affected person administration programs in addition to in particular sub-verticals. We’re built-in into these as effectively. The nice half is a lot of the newer purposes that are actually accessible all have open APIs, and we leverage, you already know, the FHIR and the HLS APIs which might be accessible to essentially be sure that we are able to securely join into these purposes, ensure that the info in transit and at relaxation can be encrypted. And we have already pre-built a variety of these integrations, so we do not even have to begin from scratch, proper? So once more, those that we have already, all the key ones we have already bought lined, however IT is a model new EMR, EHR, PMS system that comes up that we do not have integrations to, however most of them assist HL7 and FHIR integrations. We will combine proper into IT with these APIs, and once more, we do the heavy lifting. The client does not have, or the enemy prospects do not must do something. We’ll work with the EHR, EMRs, and we’ll type of, you already know, determine what their API guides appear to be. Our group’s going to go construct. Construct the mixing, after which we go deploy IT.
Stewart Gandolf (Healthcare Success)
You talked about earlier that, we’re not speaking about firing bunches of individuals, and you will nonetheless want folks to reply the telephone in some case.
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
However what’s the ROI effectivity positive aspects while you’re in a position to do that? And like, you already know, for instance, one of many issues I believe you could have talked to about offline, and you may inform me if you already know that is true or not, however I bear in mind again when cell telephones first got here out, India embraced cell telephones quicker. And the reason being, is as a result of they’re, they form of had a rat’s nest price of wiring. IT was simpler simply to skip to the following era and take a look at to determine rewiring India. And I do not forget that from manner again when. On this case, IT‘s type of the identical. IT seems like you could possibly bounce by, as a substitute of going again and constructing three extra name facilities, you could possibly simply skip that course of and go straight to AI and lower out a variety of ache within the center. So, is that true? Like, is there financial savings and how much financial savings is feasible from an financial standpoint while you do this stuff? And likewise, complexity discount as effectively.
Aqeel Shahid (IntelePeer)
You are completely proper. I imply, there’s undoubtedly a price financial savings. And what we have seen based mostly on the options we have deployed to this point, proper, their practices have seen a few 25% discount in staffing prices. So, they needn’t go add further people. Not saying they bought to eradicate any of the present people, however they needn’t go add further or increase their present staffs with further people, proper? In order that’s a big quantity of financial savings proper to the underside line, proper? After which along with that, we have additionally seen a 50% improve in name reply charges. In order that additionally makes a big impact to the underside line as effectively. So, along with lowering their staffing prices, enhancing their total reply charges, and likewise that results in a greater total affected person satisfaction rating. We have seen our prospects usually obtain ROI on their funding in below six months, based mostly on these variables as effectively. And once more, they needn’t go, I am going to go rent further people, rise up name facilities. Fear about, you already know, oh my God, am I staffed accurately? What’s taking place? That is accessible for them to leverage, you already know, 24-7.
Stewart Gandolf (Healthcare Success)
So, you already know, what about surges too, like Monday morning and an pressing care change? IT‘s like, you are going to get much more calls then. And once more, you already know, IT‘s like earlier than you simply employed double the employees and also you despatched all of them residence at midday. Like, is that a part of this as effectively?
Aqeel Shahid (IntelePeer)
Yeah. I imply, the nice half is that this has infinite capability, proper? When you could have these seasonal shifts or sadly when there’s emergencies, proper, you needn’t add further capability. The capability is already there. So instantly as the decision volumes improve, the system is already there accessible to tackle that further load. So once more, IT can triage a variety of these entrance finish calls which might be coming in and have the ability to permit for the again workplace employees to essentially concentrate on the core parts that they should concentrate on. And so, they do not have to rent further folks now as a result of there is a surge that they are experiencing.
Stewart Gandolf (Healthcare Success)
Can you get 100% reply price then?
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
That is superb. And once more, these numbers get fuzzy as a result of what’s a solution price? Physician’s workplace, please maintain me. IT seems to be like IT‘s a solution, however not likely. Folks will drop off or no matter. I might say my expertise in calling is extra widespread than not, that I will be placed on maintain immediately or no matter, which as a client, I might go on about this for hours, as I mentioned earlier, however I am busy. I lastly have a second to name. Oops, I am sorry. IT‘s at one o’clock. I lastly had an opportunity to name. Name again later. And that is once I scream on the telephone and take a look at to determine one thing else to do as a result of IT‘s simply too arduous. And I am way more tech savvy than common, so I hardly ever name an workplace. To me, IT‘s like blow your brains out enjoyable, however different folks do, proper? We have now to unravel for people who find themselves calling in. And clearly, IT‘s not simply the folks calling, like we mentioned earlier than, folks which may be working by way of the observe administration platform or portal, or they could be texting or emailing or no matter.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, as we’re wrapping up right here, we lined a variety of floor. This has been actually enjoyable, and I knew IT can be. Wanting forward, how do you see AI evolving in healthcare communications? I imply, particularly, you already know, the communication about setting appointments and all this stuff, however broader too, like how is that this going to evolve?
Aqeel Shahid (IntelePeer)
So, yeah, I imply, we’re simply beginning off this journey, proper? We’re simply on the tip of the iceberg. There’s a lot deeper that this AI resolution can get now past the executive duties that we talked about, transferring now into the scientific workflows, proper?
So, threat stratification, triage, documentation, all that may now be executed by way of AI, proper? The opposite factor that AI can be going to do is present real-time analytics, proper? And so, that means IT‘ll let you know precisely how sufferers like to have interaction, what are among the issues they’re calling in for extra typically than the others, proper? What’s their sentiment, proper? What are among the matters which might be being mentioned, proper? And the way… How pleased are they after they discuss to a dwell agent versus a digital agent? All that the lifespan or the general journey of a affected person now can get captured, the complete 360 view that may now even be accessible. After which, like I mentioned, transferring into the scientific facet of the home, having the ability to present some help to the scientific employees too, to the place they’ll concentrate on the affected person care, speaking to a affected person versus having to enter notes into their EHR, EMR of the dialog that is taking place. And that may all be listed now by way of scribe-type options, the place AI is mainly within the room with you, listening to the dialog, routinely scribing the notes that the affected person is mainly saying instantly into their information, after which having the ability to present some scientific doctor help with some beneficial exams, some beneficial medicines based mostly on the signs that the sufferers supply. So, the alternatives and the place AI can go is limitless. I imply, once more, not taking away something you owe. What a human goes to do. Human is all the time going to be concerned. You will nonetheless have the doctor within the room doing all of the issues, however IT‘s actually there to assist increase and make them environment friendly, given the place healthcare goes because the lifespan of people improve and the stream of variety of docs accessible and clinicians accessible just isn’t growing on the similar tempo. This can be a good way to assist increase that.
Stewart Gandolf (Healthcare Success)
Yeah, and I simply had a podcast not too long ago about combining telehealth together with distant monitoring, together with AI. All this stuff might help with the doctor scarcity, and a few specialties are extra impacted than others, for positive. One factor, truly, earlier than we wrap up, there’s one thing else I forgot to ask you, or ought to ask you, is offering, once we’re doing digital advertising and marketing, if we’re working with the normal name monitoring platforms, among the higher ones, we’re capable of analyze these calls by AI and inform us who grew to become a affected person and never. So, can your system, and I am assuming that is fairly straightforward to do, however the system identifies and ship that information again to the advertising and marketing firm in actual time of who’s truly a affected person and who’s not, as a result of that implies that we are able to optimize based mostly upon the key phrase that truly labored or the advert that truly labored.
Aqeel Shahid (IntelePeer)
Precisely. We’ll are available in on the entrance finish of the particular dialog. We will sit there and pay attention to each dialog that is taking place. That is the place we’re leveraging our good analytics platform to essentially present a full visibility for that dialog that is taking place. The matters which were used, the key phrases to your level, Stewart, what has been mentioned. However that additionally then now provides the info that’s wanted by organizations and clinics to essentially determine areas they’ll go optimize subsequent. They could begin off with a, hey, let’s go concentrate on scheduling. However there may very well be different the reason why a affected person’s calling. And since the analytics is now accessible, IT‘ll permit for them to essentially see what different subsequent areas they’ll concentrate on to assist scale back these unanswered calls to assist decrease the no-shower charges and have the ability to present actionable insights, proper? As a result of IT actually is capturing that whole affected person journey within the system as effectively.
Stewart Gandolf (Healthcare Success)
Nice. So, the final couple of issues. Primary, I would such as you to, we weren’t capable of do IT right now on this recording, however I would such as you to ship me a recording of a real-life transaction with one in every of your AI brokers so I can put that with the present notes. For these of you which might be listening on a streaming service, simply go to healthcaresuccess.com. You may search your technique to Aqeel Shahid’s podcast interview, and we’ll have a recording of a real-life interplay with the bot to offer you a way of how this flows. And I believe you will be blown away at how human this could sound. So Aqeel, I would love you to comply with that up with us. Completely. that within the notes. Additionally, when it comes to, you already know, as I discussed, it is a crucial challenge to our company, and so we’re recommending AI increasingly. the rationale why I picked Aqeel is we’re partnering with Aqeel’s agency versus a variety of our shoppers. And so, Aqeel, if any individual is inquisitive about reaching out to you guys from listening to this, what’s one of the best ways to succeed in you? Ought to they e-mail you instantly or what’s one of the best ways?
Aqeel Shahid (IntelePeer)
Yeah, they’ll actually go to our web site, IntelePeer.ai. There’s a variety of nice Information in there. Or they’ll attain out for questions at IntelePeer.com. And that additionally will ship inquiries to us. There’s a variety of good content material in there. There are some movies on our web site as effectively. However yeah, both a kind of are the perfect methods to get in contact with us. Or you’ll be able to ship a be aware on to me as effectively. I am pleased to take direct conversations. IT‘s ashahid at IntelePeer.ai. And I am additionally accessible to assist.
Stewart Gandolf (Healthcare Success)
All proper, nice. So, IT‘s A-S-H-A-H-I-D at IntelePeer.ai, proper? That is appropriate.
Aqeel Shahid (IntelePeer)
That’s appropriate.
Stewart Gandolf (Healthcare Success)
All proper, nice. So, and if you happen to do name IT off the podcast. I mentioned, recognize you simply saying you heard IT on Healthcare Success. We do accomplice with IntelePeer and IT‘s useful to know as we, you already know, we work collectively. And I am positive they’re going to do some particular issues for you if you happen to’re one in every of our-
Aqeel Shahid (IntelePeer)
100%. Yeah, for positive.
Stewart Gandolf (Healthcare Success)
So, hey, I recognize your time right now. I imply, like I mentioned, Aqeel, I believe this is among the most enjoyable issues that is occurred in advertising and marketing in a very long time as a result of IT solves the most important ache level we have had for years and years. , we used to have full-time trainers on our group to fly out and educate folks to reply their telephone as a routine a part of an onboarding as a result of IT was so unhealthy. And that grew to become much less and fewer sensible over time as a result of they’re already so large, proper? IT‘s arduous to ship 80 places of work.
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
And so then, you already know, webinars and all these issues. However you on the finish of the day, IT‘s not even normally the issue with the coaching a part of IT is you could have employees turnover like loopy. You will have a number of places of work. IT‘s arduous to scale IT. After which on the finish of the day, IT‘s like they’re nonetheless busy. They nonetheless produce other priorities. So, this solves a variety of issues at scale actually shortly. So, IT‘s an thrilling time for advertising and marketing, for positive.
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
Thanks, Aqeel. was nice.
Aqeel Shahid (IntelePeer)
Thanks a lot, Stewart. I recognize IT.
Stewart Gandolf (Healthcare Success)
Thanks. Take care.
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