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Conversational technology and patient engagement are two technology trends sweeping through the eight trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.
 
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Introducing an interactive initiative designed to provide the opportunity to explore and identify, both the most pressing healthcare topics today and the unique usage of our products by customers.
 
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It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new class of conversational technology matures, the healthcare industry value prize is moving beyond the traditional back office and into the patient ex ...…
 
A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder innovation and progress. Despite significant investments in technology, the industry continues to struggle implementing solutions that patients will un ...…
 
When dealing with any kind of cardiac procedure, personal physician-patient interactions and relationships are key. But even in the cardiovascular medicine domain, there are opportunities to augment patient communications with modern technology. Ahmad Sheikh, one of the country’s premiere cardiac surgeons, sat down with Greg Kefer to provide a ...…
 
Eagle Physicians and Associates has always been committed to obtaining complete patient information to guide medical decision-making. With the rise of nationwide interoperability networks, Dr. Robert Fried has taken a leading role in helping shape systems that can ensure maximum visibility of each patient's record. Today's interoperability solu ...…
 
North Carolina's Eagle Physicians and Associates have taken a leading role in developing a culture of patient safety, working both within the eClinicalWorks EHR and with an advisory group of physicians and pharmacists to develop and implement ever stronger guidelines for safe use of EHR technology.
 
Clayton Christensen’s great book, The Innovator’s Dilemma, describes disruptors and the challenges incumbent companies face in keeping up with the new entrant’s rate of improvement. Even great companies struggle because they are good at the wrong things. Many don’t survive. The healthcare industry is in the midst of massive change, fueled by ne ...…
 
After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, the ...…
 
Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, emai ...…
 
Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interac ...…
 
When MMR Healthcare started using Transition Care Management from eClinicalWorks, they learned the chronic heart failure, falls, and influenza were the leading causes for hospital readmissions among their patients. With unified dashboards to keep all providers informed about each case, they have improved compliance with follow-up appointments, ...…
 
For Dr. Martha R. Rodriguez, Hierarchical Condition Category (HCC) coding is really a language of its own, and one that today’s practices must learn in order to effectively deliver quality care and manage their budgets. The HCC module from eClinicalWorks has helped her practice more accurately risk-stratify patients, leading to better care. Pro ...…
 
While MMR Healthcare had always provided chronic care, in 2014 they begun using the CCM module from eClinicalWorks. They partnered with a local pharmacy college, increased contact with vulnerable patients in-between visits, and avoided unnecessary hospitalizations and readmissions. While few patients with chronic illnesses are cured of them, th ...…
 
Dr. Martha R. Rodriguez used to have data nightmares every time her practice was inundated with lists from insurers showing gaps in patient care. Since using the HEDIS module and dashboard from eClinicalWorks, her practice now has templates that can work with real-time data to proactively close those gaps in care. Plus, knowing which patients n ...…
 
Hospitals are investing heavily in marketing campaigns to attract new patients, yet every day countless “warm leads” walk out of the front door, never to be heard from again. At the same time, huge investments are being made to improve the patient experience through better communications and engagement. This is why referral management represent ...…
 
The eClinicalWorks EHR is a powerful tool for transforming any medical practice, but too often practices don't take full advantage of all that eClinicalWorks has to offer. With Optimization Services, providers get the on-site training they need to maximize the utility and value of their healthcare IT. The tools are all there — our experts can h ...…
 
Call centers are at the center of patient engagement strategies for providers of all shapes and sizes. Investments are focused on driving efficiency into an operation that is constrained by human agent capacity. This Digital Conversations episode gets into the challenges of traditional call centers and how emerging innovations can flip the mode ...…
 
Patients are most vulnerable when transitioning from an acute care setting back to their primary care provider and home. Reducing readmissions requires proactive management of patients — reconciling medications, ensuring the home setting is safe, and keeping in close contact with the patient. With Transition Care Management from eClinicalWorks, ...…
 
Accurate risk-stratification is essential for any practice to succeed with value-based care. Adult Medicine of Lake County enjoys high HEDIS® scores — which both reflects quality care delivery and has given them leverage in negotiating managed-care contracts. The practice no longer waits weeks for patient data and can better track their snowbir ...…
 
Adult Medicine of Lake County has taken the guesswork out of coding by implementing Hierarchical Condition Category (HCC) coding for all patient visits. More accurate patient information supports quality care. With all six of the practice’s providers having ready access to a list of care gaps for each patient, the encounter is more productive, ...…
 
With Chronic Care Management from eClinicalWorks, Adult Medicine of Lake County went from zero CCM patients to 800+ in 10 months. They are addressing patients’ needs beyond periodic, 15-minute appointments. CCM coordinators stay in touch with patients, building real relationships. Clinical staff enjoy better visibility into patient cases. Many ...…
 
We like to talk to people in commercial roles, who spend their days traveling and talking about patient engagement strategies with the teams responsible for change at the country’s biggest hospitals. Blakely Atherton joined Greg Kefer on Digital Conversations to share some field stories about what is being discussed, the challenges, and what in ...…
 
Adult Medicine of Lake County, serving a largely geriatric population in a rural area north of Orlando, Florida, has successfully implemented interoperability solutions through eClinicalWorks. Exchanging patient data and tracking each patient’s history have been key factors in providing high-quality care to their patients, who include many seas ...…
 
It’s no secret that a focus on patient experience leads to value and ROI. Technology investments require a strong ROI case in order to get funded, but as the industry shifts from systems of record (EHR) to systems of engagement, new dimensions of value arise that add up to 7- or 8-figure numbers for the bigger medical centers. Justin Mardjuki s ...…
 
In 2018, the average cost of developing a new drug and bringing it to market topped $2.1 billion—up $362 million from 2017 according to a Deloitte survey. One of the challenges pharmaceutical companies face is attrition and non-adherence during patient trials. Traditional methods, focused on call centers, complex documentation and feedback limi ...…
 
As a relatively new and fast-growing Federally Qualified Health Center, Centerpoint Health of Ohio needed to find ways to ensure that they were properly coordinating the arrays of health services they offer, including medical, dental, pediatrics, behavioral, and OB/GYN services. With the help of eClinicalWorks, the health center has access to t ...…
 
At the 2018 National Conference in Nashville, Tennessee, eClinicalWorks’ Brian Saal sat down with Jose Rocha, director of Neurosciences Corporation in Florida, to find out how First Choice Neurology’s many providers are using interoperability solutions to reduce costs and improve the continuity of care across dozens of practice locations. Now, ...…
 
How do you design a chatbot that’s personalized, compassionate and smart — something capable of interacting with patients who could be in stressful, miserable healthcare situations? Jenn Berry, a Conversational UX Engineer from LifeLink, sat down with us and described how modern conversational chatbot design must consider the moment and then de ...…
 
Measuring patient satisfaction is critical in today’s value-based care environment. But are call center surveys months after the fact the best the industry can do? In this episode, Greg Johnsen and Greg Kefer talk about how mobile patient engagement technology collects patient sentiment and opinions as part of the care delivery experience. This ...…
 
There was a time when eClinicalWorks was steering providers away from dictation products. But today’s EHRs have come of age, and feature seamless integration with voice-to-text technologies that are giving providers the power, flexibility, and freedom to document Progress Notes more easily — and more accurately — than ever before. Rory Glowik, ...…
 
Without effective ways to access and organize what’s clinically relevant in an ocean of patient data, providers and practices will remain lost at sea. Farah Saeed, an expert in interoperability at eClinicalWorks, explains how, through participation in nationwide networks, providers can enjoy access to the all the patient data they need while re ...…
 
Today’s EHR is a powerful tool for documentation, capable of doing just about anything the physician requires to deliver quality care safely. But the key to successful use lies in having a powerful virtual assistant capable of helping the doctor navigate the functions and features of the EHR without losing their place. In this podcast episode, ...…
 
Founded in 1929, the Christie Clinic provides comprehensive healthcare services to thousands of patients through more than 20 locations in Champaign, Illinois and surrounding communities in East-Central Illinois. They have successfully implemented a full suite of Patient Engagement tools to improve access to the more than 35 specialties they of ...…
 
Jacob Heitler and Gabe Hamilton join Greg Kefer for a roundtable discussion focused on some of the design concepts that are going on behind the scenes. Jacob and Gabe are responsible for delivering advanced mobile chatbot solutions for large healthcare systems and share their perspectives about technology innovation that will improve the patien ...…
 
Greg Johnsen and Greg Kefer talk about the concept of the “long arc” of patient engagement in healthcare - the bi-directional experience versus the broadcast that takes place of the course of time between hospitals and their patient populations at scale.By Greg Kefer, CMO, LifeLink.
 
Different types of technology are designed to do different things. In this episode, Greg Kefer and Greg Johnsen discuss how EHR systems of record and various engagement solutions can deliver against modern consumer expectations today and in the future.By Greg Kefer, CMO, LifeLink.
 
The Emergency Department is a gigantic access point to medical centers. There is a waiting room full of potential, both good and bad. In this episode, Greg Johnsen and Greg Kefer discuss the significant value potential of focusing patient engagement technology investments to improve the emergency department experience.…
 
Two Florida practices joined the eCW Podcast to discuss how they are using healow TeleVisits to better serve patients who may not need or be able to make a physical office visit every time they need medical services. Amber Folk, CEO at The Clark Clinic, discussed how a rural practice used telemedicine for advanced care planning, follow-up visit ...…
 
Florida’s Gastro Health has been with eClinicalWorks only since April 2017, but this is already their third National Conference! As Dr. James S. Leavitt explained during a Saturday Podcast, implementation is just the beginning of the eClinicalWorks experience. His practice putting the software to full use, including Scribe to speed documentatio ...…
 
The Door, a busy New York City health center serving youth ages 12-24 with primary care, mental health, career and legal guidance, art, and even nutrition classes, needed more effective ways to deliver the comprehensive range of services they offer. After attending the 2017 eClinicalWorks Health Center Summit in Boston, they recognized that hea ...…
 
In this edition of the eCW Podcast, host Brian Saal chats with Rakhee Langer, Business Lead for Patient Engagement, about how healow TeleVisits and healow Virtual Waiting Room are transforming healthcare. By giving patients and providers alike easier ways to handle many routine visits and check-ups, TeleVisits is helping make optimal use of hea ...…
 
Physicians everywhere are required to check state databases when prescribing prescription drugs to their patients. But until now there has been no easy way for them to check databases from other states. That's why Deborah Wade and others at eClinicalWorks, in association with APPRISS Health, are building a Prescription Drug Monitoring Program i ...…
 
In this episode of the eClinicalWorks Podcast, host Adam Siladi sits down with eClinicalWorks' own Brian Saal to discuss how Eva, the industry's first virtual assistant, is helping busy practitioners with documentation. Eva, the eClinicalWorks Virtual Assistant, can compare Progress Notes, check patient balances, and even allow providers to vie ...…
 
Consumers are gaining more control of how they spend their healthcare dollars and providers are racing to adapt. Similar to the way we use Yelp to rate and evaluate restaurants and hotels, customer reviews and advocacy are becoming very important in healthcare. In this episode, Justin Mardjuki and Greg Kefer discuss recent research into hospita ...…
 
MACRA and MIPS changed the healthcare reimbursement landscape beginning in 2016. Two years later, providers have largely adjusted to the new rules, are meeting the reporting requirements, and have now turned their attention to finding ways to improve their performance. In this episode of the eCW Podcast, host Adam Siladi and Pooja Shah, a senio ...…
 
Chatbots are changing the way people engage with technology. In this episode, Greg Johnsen and Greg Kefer describe bot technology, how it works, and where it is impacting the customer experience across healthcare.By Greg Kefer, CMO, LifeLink.
 
In this episode, Greg Kefer and Greg Johnsen discuss the emerging trend of mobile, conversational technology and how this is changing the way patients will interact with healthcare providers.By Greg Kefer, CMO, LifeLink.
 
In the latest episode of the eClinicalWorks Podcast, we chat with Christine Barboza, practice manager at Allergy & Asthma Care in Taunton, Massachusetts. Christine explains how the eClinicalWorks allergy module’s integration with the Progress Note streamlines workflows at her practice, giving practitioners the tools they need to deliver high-qu ...…
 
In this edition of the eClinicalWorks Podcast, we speak with Jocelyn Restrepo, a nurse practitioner at Rainbow Pediatric Center in Jacksonville, Florida, who discusses how the practice has successfully implemented healow TeleVisits for their patients with Attention Deficit Hyperactivity Disorder. A three-month trial run showed that healow TeleV ...…
 
The cornerstone of patient-centric care is collaborative care planning. In this live eCW Podcast from the 2017 National Conference, Dr. David Zalut from Kennedy Health Alliance outlined how an integrated healthcare delivery system helps the organization serves its patients.
 
The cornerstone of patient-centric care is collaborative care planning. In this live eCW Podcast from the 2017 National Conference, Dr. David Zalut from Kennedy Health Alliance outlined how an integrated healthcare delivery system helps the organization serves its patients.
 
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