We had the opportunity to discuss the value impact of CX-focused tools in healthcare with Marcus Garcia, the Regional VP of healthcare at NICE. Marcus’ insights led us into the intricacies of patient-provider interactions and the need for AI-led automation that does not leave out human intuition and touch in NICE CXone.

Achieving PX is a Subtle Balancing Act!

Patient experience (PX) is a relatively new dimension in healthcare, driven by rising patient expectations. Marcus explains, “Patients now expect the same ease, convenience, consistency, and transparency they experience when booking a flight or ordering a product.” While digital interactions are becoming the norm in patient-provider communication, optimizing voice interactions remains critical.

“Patients also expect a seamless experience across digital, contact center, and mobile touchpoints, even though these systems are often managed separately,” Marcus adds. This complexity creates a need for a cohesive digital interaction strategy that balances automated and personal interactions to meet patient expectations.

“For tasks like booking, rescheduling, or canceling appointments, patients want fast and easy communication options,” Marcus continues. However, when the issue is more complex, patients often prefer speaking with a human agent to have a detailed conversation. “By automating repetitive tasks like appointment scheduling, contact centers can save valuable time, allowing agents to focus on meaningful, personalized interactions with patients,” he concludes.

CXone Mpower, NICE’s flagship platform, ensures all patient interactions, whether through voice, digital messaging, chatbots or live agents, are integrated in a single unified and scalable platform. When all interactions are handled from a single place, there is no need to manage multiple tools or platforms, there are no more silos between front and back office operations so customer queries move seamlessly across departments, and the system is continuously self-optimized – learning from past interactions to fine-tune future ones with maximum effectiveness and efficiency. CXone Mpower empowers healthcare organizations to deliver personalized self-service experiences, orchestrate human and AI agents in one place with bi-directional learning, and enhance the day-to-day performance of contact center.

CXone is built on the vision of helping hospitals and healthcare providers elevate patient centricity by transforming the way healthcare services are delivered.

In summary, CXone Mpower automates straightforward, repetitive patient interactions and enhances those requiring human involvement. This approach significantly improves patient engagement and experience, reduces friction, improves agent satisfaction, and ultimately leads to better patient outcomes.

Platforms Built for Positive Healthcare Outcomes

CXone is built on the vision of helping hospitals and healthcare providers elevate patient centricity by transforming the way healthcare services are delivered. By leveraging technologies and understanding the role of stakeholder challenges, NICE helps augment experiences that translate to positive healthcare outcomes through its platforms. Marcus helped us delve into each of these facets:

1. Self-Service Tools: In today’s digital-first world, consumers expect the convenience of managing various aspects of their lives through their personal devices. This includes making or rescheduling appointments and accessing test results at their convenience. The strategic use of automation and artificial intelligence (AI) can significantly reduce administrative burdens and streamline processes both before and after care. This involves offering self-service options for routine tasks such as scheduling and managing appointments, requesting referrals, refilling prescriptions, reviewing bills, and making payments. Studies suggest that 30 to 50% of interactions involve simple queries about scheduling, rescheduling, or canceling appointments—tasks that can be easily automated. By deflecting these to self-service, healthcare providers can focus on more complex interactions without the need for additional staff.
2. Proactive Customer Care: NICE’s proactive outbound AI communication engages patients early, automating their journey while addressing potential issues before they escalate into larger problems. Rather than reacting to patient calls or emails, our tools take the initiative to start conversations, anticipate questions, resolve concerns, and ensure patients enjoy a smooth and seamless experience throughout their care journey.
3. Analytics and AI: Leveraging insights from phone calls and digital interactions across all touchpoints is invaluable for any organization. It enables providers to apply analytics to understand the entire patient journey and identify areas for improvement. Combining this with post-care survey data provides a clearer picture. A comprehensive understanding of the patient journey requires a unified solution to measure and analyze customer experience and feedback data. This holistic approach helps identify opportunities for automation and self-service, further enhancing the patient experience.
4. Augmenting the Agent Experience: The agent experience is central to the patient experience. As routine tasks become automated, the skillset required for agents will evolve, emphasizing human intuition and empathy. We provide tools to augment agents’ capabilities, including real-time guidance, insights, and instant access to up-to-date knowledge articles, ensuring they always provide accurate and effective answers. Our tools also automate interaction summaries, allowing key points to be documented quickly and accurately, enabling agents to move seamlessly to the next interaction. With these tools, agents can assist patients efficiently without placing them on hold or transferring them. These insights are continuously refined as the system learns from prior interactions, driving ongoing improvements in agent efficiency and effectiveness.

One Medical’s AI and Human-led Experiences

To explain how NICE’s CXone platform addresses the challenges faced by most primary care providers, Marcus recounted One Medical, which bought the CXone platform. The customer aimed to improve the workforce, quality, performance, and after-call feedback management.

CXone tracked their inbound call volumes and call intervals. Using an IVR system, they observed trends and challenges in patient interactions. By leveraging interaction analytics, they were able to unlock insights to make their contact center services available 24/7 with the current staff and to expand their business. One Medical plans to expand with CXone and enable NICE’s GenAI capabilities with Copilot, Autopilot, and AutoSummary, all under a unified platform.

HOMELINK’s Efficient, Error-free Patient and Provider Experience

“There’s also another case study with HOMELINK. They were exploring ways to improve efficiencies to serve their customers better. They adopted NICE’s AI-driven proactive customer engagement technology,” Marcus adds. It helped their patients stay on top of their health plans with a multi-channel outreach campaign including text, calls, and email between patients and care providers for seamless communication. Previously, it involved many manual touch points with a high scope for errors, leading to no-shows and failure to follow up on patient appointments.

NICE’s proactive journey automation allowed HOMELINK to listen, identify, and start conversations while understanding when to bring in a human agent and update the data/feedback back to the systems. This resulted in improvement in efficiency and productivity for their patient engagements. “Nearly 9 in 10 users reported being able to report their updates in real time. HOMELINK also recorded a 30% increase in productivity per hour per employee,” Marcus shares.

Paving the Way Forward with PX

NICE’s platforms’ success is attributable to underlying technologies such as cloud, advanced analytics, digital tools, and AI. “It is a balancing act. NICE’s cutting-edge tools are also well-aligned with providers’ needs and recent regulatory standards.”

Behind NICE’s new product launch and product enhancement lies the company’s R&D teams’ effort, where they invested nearly $346 million and hold more than 529 patents. It proves NICE’s strong foundation in IP for leading breakthroughs across AI-driven healthcare tools, patient-centric workflows, and secure and compliant digital engagements.

Marcus also spoke about NICE’s most awaited developments in 2025, which include the latest enhancements to the AI-driven features for proactive patient outreach with reminder notifications. NICE’s strategic partnership with EPIC helps deliver seamless workflows and a centralized view of patient interactions to providers. This will help achieve the company’s goal of pushing the boundaries of what healthcare organizations can do to enhance patient experiences and outcomes.

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The Combined Forces of VRI and Higi Power Modivcare’s Monitoring Platform

Modivcare is a provider of innovative community and home monitoring solutions that leverage devices, digital tools, non-clinical, and clinical resources to efficiently and effectively engage populations in their care. The platform brings together two leaders in the monitoring space, combining the unique assets of each to create one powerful platform. VRI offers personal emergency response systems (PERS), vitals monitoring, and data-driven patient engagement solutions. While Higi brings forward its community network of Smart Health Stations and its telehealth-enabled Health Station model, digital engagement tools, and a national clinical network that powers its clinician-led home monitoring solution. This integrative solution suite offers a risk-appropriate service that evolves with the member over time to meet each member’s health and social related needs.

The combination of these two assets provides a glimpse into the company’s transformative vision and commitment to delivering meaningful engagement, data-driven insights, and compassionate care.

With proven outcomes aligned to member satisfaction, gap closure, and reduction in total cost of care, Modivcare’s monitoring platform proactively removes barriers to enable access for vulnerable populations by engaging with members in the ways that matter to them.

Modivcare’s Vision

Modivcare’s approach brings forward a new modality to support both rural and underserved populations who may lack access to traditional care settings, and who are more likely to suffer from adverse outcomes. The community screening platform can shorten the distance to healthcare, offering self-service vitals monitoring, risk assessment tools, and a platform to engage in virtual care. As risks and care needs are identified, home-based programs support a regular cadence of data collection, proactive monitoring of biometrics, clinical guidance via the clinical network, and access to support at the press of a button through PERS, text, or phone call.

The combined platforms offer an ideal complement to propel Modivcare’s vision forward. VRI’s incredible strength and legacy in PERS and vitals monitoring brings a strong history routed in outcomes tied to core customer objectives like driving member satisfaction, closing HEDIS care gaps, and reducing total cost of care, especially for the costliest members. Higi adds its clinical network to further strengthen the organization’s capabilities in alignment to its customers – a vision realized by Modivcare’s President and CEO L. Heath Sampson.

“We acquired Higi both for its Smart Health Station technology and network and its clinical network that serves as a backbone to care delivery offered by the newly imagined combined organization. Our strategy is to broaden our reach and deepen engagement with our members to meet their diverse needs,” Sampson says.

Mr. Sampson finds immense opportunity in rethinking how benefits historically considered to be supplemental can move the needle on important clinical measures that impact health plan outcomes, quality measures, and member satisfaction. Before becoming CEO, Sampson served as Modivcare’s CFO and led the business to focus on innovative healthcare offerings – specifically supportive care services.

Modivcare’s monitoring services are accessible to state agencies, Managed Care Organizations, Medicare Advantage Plans and care partners, with a special focus on helping its customers address vulnerable and underserved populations. The leadership team’s efforts to simplify healthcare for these communities through non-emergency medical transportation solutions (NEMT), in-home personal care, virtual and remote care, and integrated supportive care services are designed to positively impact their physical, emotional, and social wellbeing.

Member-Centered Care

Core to this vision is E3, another unique feature of the platform designed to enhance connections to care by prompting actionable steps and removing barriers for members. It fosters active participation by providing dynamic education tailored to each member’s health needs. By identifying individual needs and challenges, E3 empowers members to take control of their health.

The E3 platform evolves with members, adapting to changes in their health status and care requirements with continuous data collection that allows for proactive management and timely interventions. By integrating technology with personalized guidance, E3 sets a new standard in member-centered care, effectively prompting action and addressing barriers to health.

Impacting Members, Caregivers, and Healthcare Partners

The Modivcare monitoring team is consistently inspired by its mission to provide access to the care that matters for those who need it most. From digital experiences to human-touch, every interaction is a cause for inspiration that keeps teammates engaged in their work.

VRI’s in-home Vitals Monitoring Program serves as a powerful tool that provides a more complete picture of a member’s health and social needs, leading the provider to treat the patient more effectively resulting in better outcomes. In a study completed by Modivcare spanning 10 years of data, members with hypertension received an in-home blood pressure cuff that was monitored by VRI’s Care Center. The program included daily blood pressure monitoring, reminders for missed readings, 24/7 triaging for abnormal readings, and escalation reports to providers as appropriate. Results showed 52% of initially uncontrolled participants were within HEDIS control in six months.

Modivcare’s clinician-led service that collaborates with a member’s primary care provider, in partnership with the Michigan Center for Rural Health and three rural, critical access hospitals in Michigan, provided virtual care over the course of 18 months. Through clinician-led in-home monitoring and coaching with a dedicated nurse care manager, the number of individuals with controlled blood pressure readings doubled, increasing from 39% at the start to 78% by the end of the pilot period. Patients with previously uncontrolled hypertension experienced an average reduction of 27 mmHg systolic and 11 mmHg diastolic, achieving blood pressure readings in the normal range. In addition, many participating patients also improved their blood glucose and weight.

Modivcare’s self-guided monitoring services empower users with timely access to tools and information that makes a tangible difference. From the pregnant user who accessed a publicly available Higi Station to measure her vitals when something didn’t feel right – following the digital prompts to get to care immediately and ultimately crediting the platform with saving her baby’s life – to the platform user living alone who found comfort and reassurance in being able to regularly monitor their health, having access to self-screen and following actionable digital navigation made all the difference.

Modivcare remains deeply committed to its mission of delivering care that makes a tangible difference in the lives of those who need it most. By blending cutting-edge digital tools with compassionate human touch, Modivcare’s monitoring services empower individuals to take control of their health while fostering meaningful connections that inspire both patients and care providers. Each success story fuels Modivcare’s drive to expand access to care and redefine healthcare delivery for all.

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The company’s mission statement underscores its commitment to superior and smarter diagnostics for improved health outcomes. QuidelOrtho was the first to receive approval from the US FDA for an antigen-based test to aid in the detection of the coronavirus!

In 2024 and beyond, QuidelOrtho is exploring opportunities to add new tests to diagnose other health conditions and diseases to its Savanna® Real-Time PCR Testing Platform. This addition would address a critical need and open new avenues for building intelligent solutions. 

QuidelOrtho’s robust and integrated platforms provide comprehensive diagnostic insights beyond simple test results. These platforms enable healthcare providers to deliver more personalized care and make optimal patient-care decisions.

Start of the Innovation Journey

QuidelOrtho was born from the merger of two great industry pioneers, Quidel Corporation and Ortho Clinical Diagnostics, in 2022. Both companies embarked on a shared vision of serving patients fully by transforming diagnostic data into actionable insights. They shared a common legacy of innovation and excellence and combined these strengths to redefine possibilities in diagnostics.

Today, QuidelOrtho offers solutions that help serve the healthcare ecosystem, from small- to medium-volume/high-complexity hospitals to point-of-care settings in clinics and home use. As a unified company, QuidelOrtho boasts stronger innovation capabilities and leverages decades of expertise in the in-vitro diagnostics industry. Since healthcare diagnostics is the cornerstone of adequate healthcare, the company strives to keep up with the demand for patient- and customer-centric solutions. Their leadership and teams of dedicated researchers and scientists, with their unique experiences, build strategies and direction to advance as diagnostics innovators.

Being at the forefront of innovation in diagnostics allows us to contribute to a future where every individual has access to the best possible care.

Brian J. Blaser, the President and CEO of QuidelOrtho, also spoke about his role in driving a meaningful change in healthcare. He says, “Being at the forefront of innovation in diagnostics allows us to contribute to a future where every individual has access to the best possible care.” He believes the journey has been enriching, seeing how QuidelOrtho’s solutions positively impact lives around the globe and across the healthcare continuum.

QuidelOrtho’s innovation strategy is built on three core pillars: Cutting-Edge Technology, Collaborative Research, and Continuous Improvement. The company invests in advanced diagnostic technologies, such as molecular diagnostics and immunoassays, to develop products at the forefront of innovation. Its collaborative research with leading academic institutions and healthcare providers helps address emerging trends and clinical needs with relevant and practical solutions.

Solutions Impacting the Entire Care Continuum

When asked to talk about a flagship solution, Brian added that it is not about having just a single solution. QuidelOrtho’s innovations span centralized to decentralized areas, reference labs, regional reference labs, and up to at-home testing. Brian mentioned that the Sofia® 2 Platform is one of QuidelOrtho’s most recognizable solutions. It is a rapid immunoassay platform that epitomizes their commitment to impact the entire healthcare value chain.

The Sofia 2 platform is designed to provide rapid, accurate diagnostic results at the point of care using advanced fluorescence technology. This enables healthcare providers to make informed, timely decisions across the healthcare continuum – from large hospitals to physician office labs or pharmacies.

QuidelOrtho’s high-volume clinical laboratory solution delivers quality and efficiency when labs need them most. The Vitros® XT 7600 Integrated System and assays lead the industry in Six-Sigma-defined world-class or excellent quality. The Six Sigma classification on Vitros XT 7600 system creates quality assurance, enabling labs to deliver the right result the first time.

The system leverages Vitros MicroSlides, which incorporate dry-slide technology with no requirement for water and drains, making our solution flexible and easy to install.

Hospitals, especially small- to medium-volume ones, are segments where QuidelOrtho has successfully established its robust presence and value-add. This is a strategic position, as hospitals and hospital systems increasingly become the central hubs of healthcare delivery, responsible for a broader spectrum of care. They now own physician groups, urgent cares, and retail pharmacies, serving the entire continuum of care. Their solutions are integral in supporting these expanding needs, providing the right intelligence at the right time.

Beyond Diagnostic Results

Additionally, QuidelOrtho’s expertise is beyond delivering diagnostic results. The company also provides the intelligence that labs and doctors need to support their communities. QuidelOrtho’s solutions for lab professionals are designed to enhance workflow efficiency, reduce errors, and improve overall lab performance. By integrating advanced analytics and automation, these products help lab professionals deliver the highest levels of care with accuracy and speed, as demonstrated by our Vitros Systems, which can increase testing volume and improve turnaround times.

Staffing and labor shortages are significant challenges in the healthcare industry. QuidelOrtho’s products, designed for ease of use, reliability, and efficiency, help address these issues by reducing the need for highly technical labor. This allows existing staff to focus on tasks utilizing their expertise, knowledge, and skills, optimizing workforce productivity and enhancing overall healthcare delivery.

A Dependable Way of Infectious Disease Management

When asked about a notable use case, Brian mentioned an incident where the client needed help enhancing infectious disease management.

In a world still feeling the effects of the pandemic, a prominent healthcare provider network faced ongoing challenges with infectious disease outbreaks. They needed a swift and dependable way to identify and manage these cases to protect their patients and staff.

The Sofia 2 rapid testing platform provided an ideal solution. Its quick and accurate diagnostic results available at the point of care enabled the healthcare provider to swiftly identify and isolate affected individuals, preventing further spread within their facilities.

The Sofia 2 platform delivered the speed the provider needed to make prompt decisions with diagnostic results in minutes, not hours. It also provided accurate and reliable patient management results and offered the precision to effectively contain and treat infections. The platform’s flexibility helped the provider adapt to different settings, from emergency rooms to clinics. Also, the Sofia 2 platform was easy to integrate and use across various environments.

It helped deliver faster results with 80% reduced diagnostic turnaround time, allowing quicker interventions. The healthcare provider experienced improved accuracy rates, which led to fewer false results, facilitating proper patient management. Moreover, rapid, precise diagnostics meant timely treatments, reducing the impact and spread of infections. Overall, the improved efficiency allowed better resource use and eased the burden on the medical staff.

By utilizing QuidelOrtho’s advanced diagnostic tools, the healthcare provider improved its approach to managing infectious diseases, resulting in better patient care and a healthier community overall. This use case highlights how QuidelOrtho’s solutions empower healthcare providers to deliver top-tier care, making a tangible difference in public health.

The Way Forward

For the rest of 2024 and beyond, QuidelOrtho is focused on bringing forward several key assays that it believes can be game-changers in the industry. The company is expecting the launch of a new respiratory assay that could broaden the placement and accessibility of its molecular diagnostic tools. QuidelOrtho is also prioritizing the launch of sexually transmitted infections (STI) and gastrointestinal (GI) panels. The company sees a substantial opportunity to make a difference and drive growth in these areas.

The post QuidelOrtho Advancing Diagnostics for a Healthier Future appeared first on HealthTech Magazines.

The dynamics of hospital profitability encompass a multitude of factors. On the frontline, patient experience and clinical expertise drive brand loyalty and case volume. Equally critical is back-end operational efficiency, from perioperative utilization to compliance reporting and revenue cycle management (RCM), where even the smallest missteps can cascade into significant financial impacts.

Just as medical innovation opens new opportunities for clinical care, new technologies can help hospitals optimize operational performance to achieve better outcomes. One obstacle is that healthcare providers often lack the change management expertise, sophisticated technologies, knowledge capital, and bandwidth to implement new systems that create process improvement. For example, as some hospitals bring their medical specialty workforces in-house, they may struggle to manage all the specific nuances inherent in the complex quality reporting metrics required for reimbursements by CMS (Centers for Medicare & Medicaid Services) and private insurers. Even with the right tools in place, without the right experience, the substantial learning curve will be costly.

Similar problems affect RCM. In the anesthesia specialty, for instance, highly specialized billing and coding requirements include procedure type, duration, and complexity; patient diagnosis, and provider type(s). For hospitals that employ their anesthesia providers and try to handle anesthesia RCM in-house, coding errors may correlate to decreased revenue, while improving net collections by even a few percentage points can translate to capturing millions of dollars.

A new MSO solution

North American Partners in Anesthesia (NAPA), the nation’s largest single-specialty anesthesia management services organization, has partnered with healthcare providers since 1986 to provide patients with excellent experiences. Over nearly 40 years, NAPA has earned a reputation for being innovative, nimble, and a proactive catalyst for change.

Now, the company is deploying nearly four decades of anesthesia and change management expertise to provide certain health systems with an alternative for managing the business of anesthesia. Leveraging its leadership, scale, and robust IT resources, NAPA has introduced a Management Services Organization (MSO) solution with turnkey services for hospital clients who choose to convert or employ an in-house staffing model and seek a better way to manage certain support services, such as anesthesia billing and coding, payments, quality reporting, leadership development, transitional management, and other non-clinical services like anesthesia clinician recruiting and retention. NAPA’s MSO services can be tailored to support an institution’s unique perioperative success goals.

Rafael Cartagena, MD, NAPA CEO, says, “As a clinician-led company, the decision to launch a non-clinical MSO service line reflects NAPA’s long and successful track record in driving change management.” He notes that NAPA pioneered technologies for collecting and reporting quality analytics decades ago, and now maintains the nation’s largest anesthesia outcomes database, advancing clinical care with metrics from the two million patients it serves annually.

He adds that over the past decade, NAPA built a national infrastructure to support its approximately 400 healthcare facility partners in 22 states with senior clinical and business leaders at the local level. It invested in a digital and corporate transformation that revolutionized IT systems and streamlined processes in Quality Improvement, RCM, and OR Staffing and Utilization across the enterprise. Further investments in its People and Organization functions, including Talent Acquisition and Onboarding; Diversity, Equity, and Inclusion; Human Resources Service Delivery; and Marketing and Communications, have focused on making NAPA the destination of choice for anesthesia clinicians, resulting in industry-leading retention rates.

NAPA has also earned some of the nation’s leading honors. In March 2022 and 2024, NAPA achieved HITRUST Certified status for its proactive approach to cybersecurity, data protection, and risk management. In 2022, the innovative Anesthesia Risk Alert (ARA) program, created under NAPA’s Patient Safety Organization, received the John M. Eisenberg Patient Safety and Quality Award from the National Quality Forum and The Joint Commission. In 2023, the American Society for Health Care Risk Management also recognized the ARA program with its Patient Safety Award. These coveted recognitions place NAPA in an elite group of organizations, assuring clients of exceptional IT security and clinical quality outcomes.

NAPA’s results in the change management, leadership development, RCM, recruiting, and quality arenas show that we do anesthesia better than anyone else. — Rafael Cartagena, MD, CEO, NAPA

Best-in-class

Dr. Cartagena says, “A big differentiator for our MSO clients is we use the same proven tools and change management processes that we use for NAPA’s own anesthesia RCM, recruitment, quality, and operations. As the leader in single-specialty anesthesia, we do anesthesia and change management better than anyone else. We prove our expertise through unmatched, transparent data and reporting.

NAPA’s powerful RCM engine delivers results for hundreds of healthcare clients. Many clients benefit from NAPA’s 95%-96% collection rate, often representing a 5%-20% improvement as compared to the rates produced by in-house RCM services. NAPA clients receive best-in-class metrics in measurable components, such as the regionally specific collection rate, charge lag, speed to collect, and denial rates.

NAPA recognized the need for this new MSO solution through observations of how health systems and academic medical centers struggled to adapt to evolving market pressures. Dr. Cartagena says that NAPA’s Client Services teams witnessed hospitals migrate to in-house staffing models without optimized payor contracts, maximized credentialing processes, the ability to collect and report anesthesia-specific quality data, or a robust administrative infrastructure required to convert to a sustainable in-house managed model.

Lacking experience in the business of anesthesia, healthcare facilities that excelled at anesthesia care delivery were challenged by change management in these specialized areas of anesthesia billing, value-based care metrics, and anesthesia-specific recruitment in a highly demanding labor market. In the anesthesia space, these functions are unique and complex for hospitals with in-house multi-specialty RCM and billing departments, recruitment teams, and quality improvement-focused resources

Dr. Cartagena explains that with a customized MSO contract—depending on the institution’s specific needs—NAPA can facilitate change management with quality metrics, or manage professional fee collections, for example, without the hospital losing revenue while its in-house RCM team gains proficiency the intricacies of anesthesia billing and coding.

What’s powering NAPA’s RCM?

NAPA achieves industry-leading RCM results through an innovative service platform, utilizing advanced technologies with proprietary rules engines developed and managed by highly experienced RCM and IT teams. Encompassing reconciliation, coding, data entry, eligibility and insurance verification, claims scrubbing, billings and collections, payment posting, balance management, patient balance billing, and payment acceptance, every service offering is designed for accuracy and acceptance across the revenue lifecycle. The company’s strategic investments in sophisticated tools and highly talented billing specialists deliver proven results through an integrated process that maximizes client reimbursements.

Additionally, NAPA’s MSO cutting-edge reporting package provides real-time key performance indicators (KPIs) monitoring, delivering insights into the health of an institution’s revenue cycle to help optimize workflows. This advanced reporting system allows for real-time analysis of leading and lagging indicators that can be easily reviewed through a user-friendly dashboard with the push of a button.

Prioritizing the patient experience

The clinicians who founded NAPA built the organization on a patient-first philosophy that still imbues its clinical and corporate operations from coast to coast. Thus, as the company developed its MSO services, it did so while recognizing that both hospitals and healthcare customers demand seamless change management and payment experiences. This becomes even more critical in the current competitive healthcare marketplace, because while patients who are highly satisfied will likely return to a hospital, dissatisfied customers often have many options to pursue care elsewhere—and are increasingly willing to share negative experiences online and in the media.

NAPA’s new MSO service provides clients with the same prioritization of patient-friendly experiences as the company uses for its own RCM. Features include a state-of-the-art patient billing experience that delivers diverse payment acceptance methods and allows for mobile and online omnichannel options, including the acceptance of most debit and credit cards, ACH/EFT, ApplePay, and GooglePay. NAPA’s understanding of how the total patient experience impacts satisfaction (and brand loyalty) is one of many reasons why the independent Black Book Survey has ranked NAPA #1 for “Anesthesia Management Services” for seven consecutive years.

Dr. Cartagena says the bottom line is this: “NAPA can provide white glove change management, leadership development, and other added value features for institutions who choose to keep their clinical autonomy. It is an elegant solution for health systems that don’t have the experience or resources to optimize anesthesia management. Through an MSO, we are consulting and managing the institution’s pain points—which could be recruitment and retention, revenue cycle, analytics and quality, HR capabilities, or building anesthesia leadership and perioperative culture. Our motto is Patients First, Partners Always. This new service is yet another way our healthcare partners can benefit from NAPA’s vast single-specialty anesthesia business experience.”

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Helping Hospitals Get Measurable ROI from Technology

Ascom’s expertise focuses on improving workflows in acute care hospitals and long-term care facilities. The company’s products are used in more than 46% of teaching hospitals in the U.S., and Ascom systems handle more than 800 million alerts every day. The Ascom Healthcare Platform (AHP) encompasses four key areas – nurse call, mobile devices, software and professional services. When customers standardize on the AHP portfolio, they realize the compounded benefits of Ascom’s comprehensive solutions, which are configured to their unique needs; however, being vendor neutral, the AHP also offers the flexibility for customers to integrate Ascom with other vendors’ solutions. Ascom’s solutions enable customers to implement important capabilities, from clinical surveillance with medical device integration (MDI) and clinical decision support, to remote patient monitoring of medical devices, and smart alarming and alerting.

David Gutillo, Director of Field Marketing Innovation in Healthcare at Ascom Americas, believes Ascom and its products are poised to become the enabling platform to which medical devices and systems in a hospital connects, and this will help shift the model to proactive, predictive care.

“We’ve designed our solutions and services to be highly configurable while also supporting standards and best practices to help hospitals meet their goals, whether it be increasing quality of care, reducing nursing turnover, improving patient outcomes or otherwise.”

We bring data to life. Every single second, Ascom systems generate 1.3 million data points, so making sense of all that information is extremely important for clinicians.

Powering Clinical Insights with Ascom Clinicians

The Ascom Healthcare Platform provides the clinical communication and workflow orchestration tools needed to meet a variety of challenges. Our team of veteran clinicians working directly with hospital staff in designing and optimizing workflows, makes a difference in deploying effective solutions that are truly force multipliers. Ascom Americas’ Clinical Application Specialist Kenneth Catoe states that the clinical data analytics team helps hospitals better understand the information their technology is generating by analyzing it and consulting with customers to improve care quality. Because hospitals are dynamic environments this service helps them manage the changes with actionable and goal-oriented insights.

“We bring data to life. Every single second, Ascom systems generate 1.3 million data points, so making sense of all that information is extremely important for clinicians”, Catoe shares. He goes on to add, “When we’re consulting on workflow design, we’re trying to look at the entire picture, from the data our systems are generating and taking other data into account too. Then we combine data analysis with what we’ve seen and learned onsite along with our clinical expertise to provide recommendations for improvements.”

Fellow Ascom Americas clinician Huyen Cam notes that, “This process of identifying areas for continued improvements helps hospitals meet their KPIs, whether it’s being more efficient with nurses working at their top of license to discharging patients faster and increasing throughput.”  

Empowering Customers with Solutions That Make a Difference

Ascom solutions are making a difference for customers. For example, RiverSpring Living, a senior living facility in New York, is using the complete AHP, beginning with implementing the Ascom nurse call system. Staff use an Ascom Myco smartphone to receive alerts from Ascom’s Unite software, so as soon as a resident presses the nurse call button, staff can respond immediately. During the first year of operation, RiverSpring Living processed more than 90,000 alerts and answered 95 percent of calls in less than two minutes. This ROI is making a difference in both resident and nurse satisfaction. 

In another example, Ascom’s Unite software solution helped a Southern California Hospital experience a 32% reduction in alarm notification messages sent to caregivers through basic filtering rules. By using a 10-second alarm filtering delay, the hospital saw a 38% reduction in alarm notification. This improvement resulted in smoother, more efficient workflows and made alarms more actionable and relevant.

A Complete Provider for Clinical Workflow Solutions

Ascom offers a full range of services through its network of more than 150 partners and 2,000 technicians to help hospitals realize the benefits of Ascom solutions. Technical services include plans for hardware repair, software upgrades and technical support as well as remote monitoring of a customer’s IT infrastructure connected to the AHP.

Delivering Continuous Innovation and Sustainability

A five-point strategic plan guides Ascom Americas and its regional leadership team, consisting of Kelly Feist, Managing Director; Corrado Grieci, Vice President of Sales; Tom McKearney, SVP Business Development and Marketing; Michael Augusti, Head of Market Innovation; Nancy Duffy, Finance Head; Robert Wittwer, SVP Professional Services and Chris LaFratta, SVP, Customer Success. For the near term, Ascom is delivering against four strategic pillars to accelerate growth and performance. Continuous innovation underpins this focus to further embed Ascom as a critical infrastructure at the center of delivery of care in the acute care environment. Over the longer term, many of Ascom’s solutions will continue evolving to become a cloud-native platform while enhancing MDI, alarm management, clinical collaboration, and augmented intelligence capabilities. Smart Nurse Call will evolve with enhanced software and hardware capabilities, and better designs will streamline installing and configuring them. With the Ascom Healthcare Platform, the future for clinical workflow technologies that help hospitals solve some of their biggest challenges looks bright and laden with opportunity.

The post Ascom Americas Powers Clinical Efficiencies & Quality of Care appeared first on HealthTech Magazines.

Additionally, the platform allows early recognition of patient deterioration and improvement to enable clinical teams to optimize the patient journey across the care continuum, which can reduce length of stay (LOS) and help address overflow in critical care units.

The comprehensive AI-driven platform is used in 100+ ICUs worldwide and has demonstrated clinical outcomes, like decreased hospital lengths of stay, decreased ICU re-admissions, and reduced time on mechanical ventilation and other invasive treatments, such as vasoactive support. The outcomes impact not only the quality of patient care but also curb medical staff burnout.

The advanced AI algorithms powering the Etiometry platform provide early warning signs of clinical deterioration to prompt care teams to escalate and de-escalate care. These risk indices can interact with the platform’s clinical pathway automation capability, which essentially automates the hospital’s specific workflows or protocols.

Keeping Chaos Out of the ICUs

“The ICU is the most complex, expensive, and unpredictable care setting in healthcare, requiring rapid decision-making, often using snapshots of information,” says Shane Cooke, Etiometry’s President and CEO. Etiometry’s technologies and its team are driven by the passion for improving the lives of patients and their caregivers. Shane’s vision fosters a culture where customers are partners to the company. And working closely to understand their specific clinical situations helps identify ways to enhance their clinical and operational workflows. It helps optimize the care team’s communication.

For a decade, Etiometry’s cutting-edge platform has been a game-changer in the industry. The platform has secured nine FDA clearances, supported more than 150 clinical studies and provided unparalleled insight into patient physiology to help clinical teams deliver care that enhances quality and reduces costs.

Shane has over two decades of experience working with large enterprises and start-ups. He leads a diverse team at Etiometry, which includes software engineers, data scientists, ICU clinicians, and medical device and software industry veterans. Collectively, they work towards Etiometry’s core business philosophy and development efforts to automate the care escalation and de-escalation workflows. The most recent research and development initiative involves workflow automation, starting from patient admission to discharge, to provide the best-in-class clinical decision support.

Unlike conventional patient health monitoring modalities, Etiometry provides in-depth information on longitudinal trends using patient physiology to enable a personalized and proactive approach to clinical decisions. Coupled with the chaos in the ICU environment and typical hospital resource constraints, including staffing, critical care units are at risk of suboptimal care and patient outcomes. The overarching goal of Etiometry is to replace chaos with important data elements and in-depth, real-time insights into patient physiology.

Driving Outcomes with Interlinked Systems and High-fidelity Data

For a decade, Etiometry’s cutting-edge platform has been a game-changer in the industry. The platform has secured nine FDA clearances. To date, it has been deployed across 150 clinical studies. Additionally, the platform uses algorithms that allow early risk detection or patient conditions to support care decisions. These FDA-cleared algorithms, or risk indices, were developed utilizing more than 150 million hours of de-identified patient data. The indices guide treatment to help clinicians get ahead of patient deterioration, by providing an objective data-driven continuous assessment of the risk of patient deterioration, facilitating both efficient escalation and safe de-escalation decisions.

In addition, the Etiometry Quality Improvement App (QIA), is a tremendous value-add to clinical researchers and quality improvement professionals. It provides high-fidelity data for studies to improve patient care. The QIA is a separate API providing very detailed data in which researchers can assess outcomes for patients and evaluate adherence to important protocols. It also helps test clinical hypotheses. Moreover, the QIA is a searchable, normalized database that supports both single-center and multi-center research. Etiometry has supported more than 150 clinical studies to date.

Elaborating on the functionality within the Etiometry platform, Shane highlighted its improved representation of clinical data compared to EHR data. The features enable seamless extension of the EHR for effective patient care in high acuity settings. The feature allows integration of high-frequency device data and EHR information to provide a single source of truth about patient information for the clinical teams. Bridging the information gap between bedside monitoring and EHR powers the clinical decision support with high-fidelity data.

Building A Pathway for Successful Clinical Outcomes

One of Etiometry’s customer success stories involves the automation of an extubation readiness protocol. The result was that it led to a 19% reduction in hospital length of stay and a 22% reduction in time on ventilation. A typical extubation process is challenging and driven by several clinical factors. Additionally, respiratory therapists at the customer’s hospital had many patients to manage and detailed protocols to follow to determine the right time for patient extubation. When combined, these factors tend to result in patients remaining on ventilators longer than needed. Etiometry worked with an ICU to assess its current extubation protocol by retrospectively analyzing the data collected for thousands of patients. Based on this analysis, changes were made to the protocol parameters, and a real-time alert was developed to flag patients for extubation readiness tests and to track compliance with the chosen criteria.

The Etiometry platform was used to identify patients with active alerts for being ready for an extubation test and to quickly assess the outcome of the test to make more informed ventilation decisions. This automated pathway was utilized with ~750 patients.

After driving several advancements and innovations in the realm of critical care, Etiometry is poised to invest the current year in development efforts to expand its waveform functionality, as well as its automated clinical pathways to cover more disease states and patient populations. In 2024, Etiometry will continue to enhance EHR integration with more hospital systems and platforms to aid informed clinical decisions in hospitals and critical care units.

The post Etiometry: Pioneering the use of AI in Health Tech – A Trailblazer Before AI Became Mainstream appeared first on HealthTech Magazines.

To create a sustainable healthcare system of the future, healthcare providers are turning to vendor partners who can offer integrated tech solutions in the OR, aggregating huge amounts of data from different sources and modalities to provide insight. Data analysis, decision support, patient pathway planning, and OR workflow are key areas of interest, with outputs aimed to make surgeries safer and smarter. Caresyntax has created a new category of technology to address this challenge. The Caresyntax Data-Driven Surgery Platform enables health systems, payor partners, and industry innovators to aggregate and distill data from the massive surgical ecosystem, leverage data for insights, and innovate in ways to create a sustainable and resilient health system of the future.

The Caresyntax vendor neutral, enterprise-grade surgical technology platform delivers actionable insights through AI-powered software, devices, and clinical services, analyzing large volumes of clinical, operational, and financial data to improve patient outcomes and operational efficiency.

Clinical Benefits: Leveraging Technology for Optimal Surgical Workflow Efficiency at Every Step

Caresyntax is revolutionizing the surgical space by harnessing the power of data to drive excellence in every phase of the surgical journey. From preoperative planning to postoperative analysis, the vendor-neutral platform captures and returns useful information through the entire surgical process from all modalities: Electronic Health Records (EHRs), inventory & supply chain systems, financial records, and high-definition surgical footage. Assembling this data into a High-Fidelity Surgical Record, the platform utilizes Intel® Edge computing technology to return useful outputs to improve patient safety and improving clinical outcomes. Whether through industry-leading and clinically validated procedural assessments and surgical guides, or through real time AI-driven patient risk models, Caresyntax is focused on redefining surgical quality through continuous education, development, and improvement. And, with available telepresence add-on capability, Caresyntax can create a surgical education environment where surgeons can learn advanced techniques directly from the experts in their fields, fostering a culture of continuous learning and improvement in surgical practices across geographic and socioeconomic barriers.

Safeguarding Data Collected for Enhancing Surgical Quality and Safety

Caresyntax, a recognized Patient Safety Organization (PSO) for Surgery, prioritizes the protection of surgical data collected across the care continuum. With robust anonymization and privacy controls, Caresyntax ensures the confidentiality of data used in surgical variation reduction, error reduction, and quality improvement programs.

Caresyntax’s commitment to data protection empowers healthcare providers to confidently pursue quality improvement initiatives, knowing their efforts and the generated data are safeguarded. Thus, Caresyntax is transforming healthcare from a culture of “blame and shame” to one of constant improvement and forward momentum.

Operational Improvements: Enhancing Operational Efficiency with Data-Driven Insights

The Caresyntax platform transforms perioperative efficiency by utilizing surgical data for real-time decision-making and remote collaboration. It enriches post-surgery analysis, enabling continuous improvement in surgical practices and resource management. This approach not only supports healthcare providers but also aids medical device manufacturers and insurers by offering insights derived from comprehensive risk assessments.

With the introduction of dynamic surgical scheduling solutions, Caresyntax is further optimizing operating room allocations, reducing scheduling conflicts, and improving patient flow.

Key features include:

• Empowerment of leaders with actionable insights for scheduling optimization, operational throughput, and cost efficiency.
• Data-driven optimization of OR team composition for enhanced procedure outcomes.

With Caresyntax’s data-driven insights, hospitals have experienced substantial improvements, such as:

• 39% increase in operation room scheduling block utilization
• 25% increase in billable minutes
• 40% decrease in after-hours cases

Maximizing Financial Outcomes: Expanding Surgical Services for Increased Volume, Reimbursement, and Profitability

Caresyntax significantly boosts financial performance in healthcare by leveraging surgical data to enhance growth, increase patient volume, improve reimbursements, and boost profitability. The Caresyntax platform offers a comprehensive suite of tools for hospitals and surgery centers, blending unstructured and structured data from various sources to provide a holistic view of surgical care. This enables proactive risk management and better negotiations for value-based contracts. Through advanced financial analytics and customizable tools, Caresyntax identifies cost-saving opportunities and supports service line expansion and marketing with real-world evidence. Additionally, it promotes the development of high-performing teams, facilitating the transition to value-based payment models and positioning organizations at the forefront of healthcare innovation.

Hospitals using Caresyntax have reported remarkable financial outcomes, including:

• Up to 1.5 more surgeries per day
• More than $300k additional revenue per OR
• More than $500 additional savings per OR case, based on better block time utilization.

AI-driven insights are transforming surgical care by enabling a personalized approach to patient treatment, enhancing safety, and care quality.

Pioneering Healthcare Innovation through with Insurers and Medtech Partners

The success of the Caresyntax platform is perhaps most well represented in its innovative partnership with Relyens, a European leader in insurance and risk management, to enhance surgical safety and efficiency through a category-defining Risk Management as a Service (RMaaS). RMaaS embodies a holistic approach to healthcare by combining risk management, Caresyntax technology, best practices, and insurance solutions, to improve patient safety and reduce costs and complications over the entire cycle of care.

And, with its newest offering, Clinical Data as a Service (CDaaS), Caresyntax now offers proven and scalable data collection and data science capabilities for industry partners to grow revenue, measure and improve value, and inform product development. CDaaS offers contextual data collection that is unmatched by current players, lower costs compared to traditional research organizations, and shortened timelines compared to in-house data collection teams.

About Caresyntax

Caresyntax is on a mission to make surgery safer and smarter by converging AI-powered software, devices, and clinical services to help customers improve surgical outcomes. Our vendor neutral, enterprise-grade surgical intelligence platform delivers actionable insights to improve patient outcomes by using proprietary software and artificial intelligence (AI) to analyze large volumes of video, audio, images, device data, clinical and operational data in and around the OR. This real-world evidence can be used by the care team live, during a procedure, and accessed by those outside the operating room via the platform’s dedicated telehealth link. After a procedure, the Caresyntax platform provides insights that help surgeons benchmark and improve their care, hospital administrators use surgical resources more efficiently, medical device companies advance better products, and insurance companies understand risk and devise more tailored policies. Headquartered in San Francisco in the US and internationally in Berlin, Caresyntax software is used in more than 3,000 operating rooms worldwide and supports surgical teams in more than three million procedures per year.

For more information on how Caresyntax can make surgery safer, smarter, and more profitable, visit www.caresyntax.com.

The post Caresyntax: The Future of Safer and Smarter Surgery appeared first on HealthTech Magazines.

The company’s services for hospitals, imaging centers, mobile imaging companies, and radiology medical groups are created with an exclusive vision of empowering healthcare structures to not sacrifice the quality of patient care.

Earl Maes, the CEO and Medical Director of Emergence Teleradiology, has over two decades of experience involving clinical medicine, radiology, and business leadership. His knowledge and awareness about the gaps between the patients and their radiologists gave him the opportunity to build solution offerings that better the radiology experience by making it more personal, reliable, and detailed.

Patient-friendly Diagnostics

From a patient’s standpoint, there are always questions about their health conditions, diagnostics reports, and treatment plans. Giving radiology departments the hands-on tools to answer patient queries with accuracy is a game changer in the healthcare field. “The primary objective of Emergence Teleradiology is to always advocate for the patient and provide them with the most insightful report,” says Earl. “Sometimes this means we recommend a patient not have contrast due to poor kidney function or perhaps we recommend a different type of exam altogether to better evaluate the symptoms the patient is experiencing.”

The primary objective of Emergence Teleradiology is to always advocate for the patient and provide them with the most insightful report.

Emergence Teleradiology leverages superior technology to improve efficiency within the hospital teleradiology service. That includes state-of-the-art security, redundant offsite storage of all images, reports in secure data centers, voice recognition and battle-proven templates, as well as customer service coordinators to directly link radiologists and all the company’s imaging customers.

Typically, most radiology programs need to be quite large in order to support radiologists sub-specializing in the many different areas of radiology. Emergence Teleradiology’s nighthawk radiology services can be tailored as per the customers’ needs. They can be scaled as desired due to the automated and expandable layered features. The nighthawk radiology services include final or preliminary radiology interpretations, specialty interpretation and more. Additionally, Emergence Teleradiology also provides patient billing and image storage.

Boosting Hospitals’ Radiology Efficiencies

Hospitals that do not have enough bandwidth to conduct health exams often hire an additional radiologist which ends up impacting them financially or would have to rely on their existing radiology staff. The latter situation leads to overworked staff in the radiology departments. When hospitals collaborate with Emergence Teleradiology, they help combine ‘the volumes of three hospitals’ and use one radiologist to cover those three hospitals. This makes a significant difference to the hospitals that end up with better cost savings. In addition, Emergence Teleradiology has specialists in areas such as pediatric radiology, neuroradiology, or orthopedic radiology, which a hospital-based may not be able to provide themselves.

“I enjoy the opportunity to work with hospital radiology departments to fine-tune their existing imaging protocols,” adds Earl. “Often, something as simple as changing the imaging plane on a reconstruction can greatly increase the sensitivity for making a particular diagnosis.”

Well-Rounded Team Equals Superior Offering

Behind Emergence Teleradiology’s customer success stories is its leadership team, which ultimately oversees the quality assurance program and provides recommendations for additional continuing medical education when deficiencies are identified. The team regularly meets with the radiology directors and ER directors at the hospitals to ensure the core objectives are fulfilled. The goals can range from turnaround times for stat exams, ensuring that critical results are called to the facility and documented in the reports. Additionally, they monitor Emergence Teleradiology’s stroke protocols that have been established to help patients as quickly as possible.

Since the company’s inception, Emergence Teleradiology has spread its operations from one state to 26 states across the nation. Emergence Teleradiology proudly offers HL7 interfaces to all our customers so that the radiology reports will seamlessly be directed into the hospital’s medical records.

“Because we provide this service ourselves and do not outsource it to a third-party technology company, we are able to establish these interfaces much quicker,” explains Earl. Emergence Teleradiology also is known for providing more customizations around this to their healthcare customers.

Channeling the AI Momentum  

For the road ahead, Emergence Teleradiology plans to provide more teleradiology coverage in the western states of the United States which is a relatively new market. When asked about their plans to integrate emerging technologies such as AI in radiology, Emergence Teleradiology, as a company, believes it as an efficiency driver. AI independently is not advanced enough to replace the indispensable role of a radiologist. But as a technology, it does help in adding the confidence, increasing the sensitivity, and drawing attention to findings that are often very subtle to the naked eye.

There have already been several industry-backed research and use cases involving AI deployed across medical imaging. The overarching goal has always been enabling radiologists to do more with less and speed up diagnostics exam throughput. With the demand for improved image quality, hospitals and healthcare companies look at taking a step further with better capability to organize and pull data for compliance and reporting. AI combined with the technological superiority of Emergence Teleradiology, the company has the potential to put an end to physician burnout and help offset issues with radiologist staff shortages in hospitals.

One of the significant areas where Emergence Teleradiology presently leverages AI is in detecting strokes with CT perfusion. This not only helps radiologists see the stroke, but also identify which parts of the stroke that are potentially salvageable when treated promptly.

Emergence Teleradiology plans to continue the adoption of AI-driven capabilities in its service offerings and roll out AI programs to improve radiologists’ interpretations and make the ever-challenging diagnosis more comprehensive.

The post Emergence Teleradiology-Diagnostics that Make Answering Patients’ Questions Easier appeared first on HealthTech Magazines.

Johnson excitedly talked about the impact their platform has on their customers. “I’ve yet to meet a healthcare finance CFO that has more resources than they know what to do with.  These teams are so often understaffed and spending their time chasing numbers rather than using them.”

But what really moved Johnson? His passion not just for what they do, but how they do it. The business’s success is self-evident: Multiview has won numerous accolades within the ERP world. At the moment, it is the software platform with the highest user adoption and is the easiest to use for conducting business. Why?

“Most people would assume we are a technology company, but we consider ourselves a people company,” said Johnson. He discussed what makes the biggest difference for Multiview: “Unlike most companies in our industry, we don’t outsource our clients’ success.  Many of our peers act as if the relationship ends at go-live, we believe that’s the beginning.”  One of the company’s driving beliefs is that technology not well adapted is no different than bad technology. 

Johnson reviewed the reasons why this passion for their customers throughout the company is so important to them. “We have an amazing team of experienced professionals who guide our clients through adoption, optimization, and day-to-day support. More than 15% of Multiview’s staff are former clients, including myself, who have passion and experience using the product and navigating the challenges our clients are facing daily.”  Multiview’s client retention rate in their primary market, healthcare, is a testament to this passion. “We have never lost a hospital client that’s been live on Multiview Cloud ERP other than to bankruptcy or acquisition,” said Johnson.

A whole new healthcare world

The scars from the worst of the COVID-19 pandemic are still strong.

Johnson told numerous horror stories from his clients who remain scared by COVID. Clients are still having a hard time getting paid by payers and facing delays in getting money into their bank accounts. Staffing also remains a serious challenge: “The environment from a staffing perspective right now that healthcare organizations are trying to navigate their facilities through is one with new pressures from employees to provide more flexibility, higher pay, early retirement, and high levels of burnout amongst healthcare professionals. This is leading to a continuous shock with sustained increases in costs without, in many cases, proportionate increases in revenue.”

You shouldn’t have to be a 500 bed+ healthcare system to afford the right tools.

Some of their clients are leaning into these challenges and turning their staffing and payment model completely on its head. Johnson told the story of one CFO who’s seeing a positive reaction from its employee’s who transitioned many of their medical professionals from salaried into hourly to empower them and give them the flexibility they were looking for whether it was more control of their schedule, reduced or increased hours.

That being said, not every health system has the agility to navigate through these times. To survive, hospitals and health systems need best-in-class software that can provide more insight and integration than ever before. Johnson believes, “You shouldn’t have to be a 500 bed+ healthcare system to afford the right tools.”

Legacy systems no longer cut it

As Johnson knows from his regular interactions with customers, legacy systems no longer work in this business. “Being a healthcare finance professional is an extremely challenging career,” said Johnson, who noted that staying on top of the job is near impossible without the right tools.

Fortunately, says Johnson, the right platform can make all the difference. Johnson specifically cited three areas where using programs like Multiview can make a difference: the breakdown of data silos by integrating information automatically, the ability to move away from manual work, automate accounting entries and eliminate paper invoice approvals, and the opportunity to empower organizations to make more timely and informed decisions.

This is where a legacy system fails to deliver. “Most organizations don’t realize that there is a bigger cost to using a legacy ERP that’s not industry-specific, coupled with continuing to do things the way they’ve always been done.”

Solving these specific issues is where a platform like Multiview can help to close the gap. “My advice to any healthcare organization is to see the opportunity in leveraging best-in-class technology to optimize all areas of their business,” noting that healthcare-specific platforms are built to challenge the exact needs of the healthcare industry. Speaking to decision-makers at these systems, Johnson said, I encourage you to challenge the assumptions of last month and investigate industry solutions like Multiview ERP, which may be able to help take some of the burdens off of your team and significantly improve your organization’s data liquidity.” 

Helping Montgomery County Memorial Hospital and Clinics 

Montgomery County Memorial Hospital and Clinics (MCMH) is another well-known provider whose financial teams recognized the benefit of having all their accounting functions within one application. The team needed to coordinate access between a slew of users, including five core users, three managerial staff, and dozens who could order supplies or make reports. This led to massive coordination struggles: The previous ERP required a separate login to a module to manage their fixed assets which required a separate login for the general ledger and accounts payable. Although the function worked well, the lack of interfacing between functions was a problem. Now, they are more productive and save time using Multiview ERP, which has all these components in one application.

MCMH staff also struggled before Multiview ERP because their system would only interface with the healthcare patient accounting system monthly. That meant they could only see their revenue in the general ledger once a month. They would have to access the information through the patient accounting system, which was time-consuming: Month-end closing took 12-14 days, an unacceptably high number.

Multiview Financial worked with MCMH to ease the integration of the system. The timeframe needed by MCHM was less than a year, and the process started in late 2019 and went live in September 2020, meaning that implementation occurred at the height of COVID-19. Fortunately, MCHM staff still described the implementation as “amazing” and noted that Multiview made the transition as smooth as possible. Furthermore, implementation was enhanced by training videos, online resource manuals, and peer-to-peer support training. This entire process enables MCMH to smoothly manage implementation and immediately begin seeing the benefits of Multiview’s integrated system.

The COVID-delayed process at MCMH was long, reported Johnson, however, he described the remote implementation as well worth it, saying, “We measure our success not based on “hours billed” but on the success of our clients. I’ll be the first to admit, we aren’t perfect. But if you asked all our clients, I’d be surprised if they shared anything other than ‘they are always eager to help us, and available.’” 

Driven by values

Throughout our interview, Johnson cited the role of the company’s values in pushing Multiview to be better. “Being values-driven is something that Multiview strives to be every day, and this has been one of the most important elements of us fostering the culture we have today.”

The company’s values are broader than you might typically think for a technology business, it’s clear that Johnson uses these values to drive home the need for the business to be better for their stakeholders. “One member of our team shared with me the importance of making sure you take the values off the wall and live them. To us at Multiview, it’s not about being able to recite them. It’s about us living them and embracing the culture that they are used to reinforce.”

Interestingly enough, Johnson admits his leadership approach has changed over time. “When we were a third the size we are today, I was a very different leader. Both because of experience and because it was what the organization needed at that time. As I reflect on our journey at Multiview and mine as a leader, the type of leader I am today or was at a point in time was dependent on what I believed the organization needed from me.” 

However, Johnson notes that some values — particularly a belief in putting people first and fostering a culture of diversity — have remained consistent throughout the company’s journey. The importance of these values has only grown as the company’s client list and features have continued to grow. 

An eye to the future

“2023 is a big year for Multiview,” says Johnson. “We are launching a new version of our solution, which is a free upgrade for all our clients, that has a new user interface with all the great powerful features we’ve developed over the past 33+ years. This is something we’ve been working on for several years now, and we cannot wait to share it with our clients at our annual conference this fall.”

With the company’s October conference fast approaching, it is clear that Multiview has an eye towards the future — one built for serving healthcare companies and helping them be better positioned to service their communities.

The post Multiview ERP-An ERP platform isn’t supposed to be just about numbers appeared first on HealthTech Magazines.

The right technological investments in this pivotal moment will empower healthcare companies to support their organizational goals and deliver quantifiable value by boosting transparency, customer experience, and value across the ecosystem. The rise of whole health and care delivery outside of hospitals forces payers to evaluate providers for their quality of services and push for value-based contracts. With other challenges looming—inflationary pressures, tightened VC funding, margin pressures, competitive pressures, slow customer adoption, data privacy, and heightened regulations—companies are seeking trusted partners to elevate their innovation journeys.

“Innovation is all about connecting the dots; most of the industry’s present problems can be solved if we focus on the right solutions,” says Vaibhav Srivastava, President of Healthcare, Insurance, Life Sciences (HILS), and Government Sector Strategic Business Units (SBUs) at Innova Solutions.

Srivastava helms Innova’s digital transformation projects for top HILS enterprises across the US. Under his innovative leadership, Innova strives to create a superior end-to-end experience for clients through digital transformation, engineering, talent solutions, and business operations support. Innova has a remarkable legacy of providing consulting, research, and successful delivery for healthcare clients seeking to modernize, optimize, and transform their clinical, operational, and financial platforms to meet the evolving demands of digitization.

Celebrating 25 years of innovation, the company has recently received industry analyst recognition as a “Major Contender” in Everest Group’s 2023 Healthcare Data and Analytics Services PEAK Matrix® Assessment as well as the Revenue Cycle Management (RCM) Operations PEAK Matrix® Assessment based on an evaluation of “market impact” and “vision & capability.” Innova was also named one of Women in Technology’s “2023 Best Places to Work for Women” and is certified by Great Place to Work, a global research and analytics firm.

Three Pillars of Transformation: People, Processes, and Tech

Over the last two decades, Innova’s team has worked alongside major healthcare organizations to provide innovative services and solutions that support patient engagement, care management, and revenue cycle management.

“We deliver a comprehensive solution by combining our expertise in three key areas: people, processes, and technology,” adds Srivastava. “By harmonizing the three pillars, organizations can improve their growth, agility, and ability to embrace digital transformation.”

The company’s digital engineering heritage, platform partnerships, and technology innovations have empowered several healthcare organizations to scale and accelerate their operations. Digital product engineering, intelligent automation, data analytics, cybersecurity, and cloud transformation are among Innova’s horizontal offerings spanning across industries. Their strong technology partnerships with leaders such as AWS, Google, IBM, Microsoft, and Salesforce add superior value through cutting-edge data and digital approaches. In addition to customer experience transformation and core administrative process transformation, Innova’s services also focus on clinical efficiencies, data engineering, and medical coding.

On the provider end, the company offers vulnerability remediation & management, revenue management, denials management, digital front door, clinical decisions, medical coding, and EHR solutions. For the digital health field, Innova caters to clients’ domain-specific consulting, engineering, integration, transformation, and rationalization service requirements to deliver value at every stage. For healthcare clients, Innova’s data and analytics services play a vital role in enhancing patient outcomes, reducing costs, and improving the overall care experience.

For today’s tech and business climate, the ideal healthcare situation must be patient-centric and fully connected.

Creating the Ideal Healthcare System

As a partner to over 150 payers, providers, digital health, and healthcare business solutions firms, Innova has many success stories of driving value beyond cost efficiency using digital transformation. For instance, Innova recently partnered with a large health tech company to lead the digital product engineering of over 80 of their industry-leading products. Innova’s team of experts provided advanced analytics and insights for front-end applications while delivering industry-leading claims auditing & editing platforms, clinical review solutions, a centralized healthcare data hub, decision analytics platforms, enterprise imaging solutions, and more.

In another instance, Innova helped a large national payer transform their claims processing, orchestrate and decentralize their claims operations, and implement several other transformative solutions.

“For today’s tech and business climate, the ideal healthcare situation must be patient-centric and fully connected,” Srivastava says.

By integrating health information systems across stakeholders, this model ecosystem would facilitate a smooth flow of information between payers, providers, consumers, and regulators in compliance with regulations. Ultimately, this would result in comprehensive, data-driven solutions benefiting all ecosystem entities.

“The ‘ideal healthcare situation’ also provides personalized care focused more on prevention, care accessibility, continuity of care, patient engagement, and minimal out-of-pocket costs for members and patients,” Srivastava notes.

Additionally, it must support data-driven clinical decision-making, facilitate timely payments & reimbursements, and reduce clinical & administrative burdens for providers and frontline staff.

As a testimonial to this transformative vision, Innova offers several success stories related to effective data consolidation and utilization. One such instance involves a health tech giant with a history of more than twenty acquisitions and several disjointed data systems that obstructed effective data utilization. Innova orchestrated the migration of fragmented data into a unified, cloud-based health data repository, thereby establishing a centralized data hub. By integrating cross-functional data streams (payers, providers, clinicians, etc.), a strong data foundation was built for front-end integrated products. Leveraging advanced AI/ML models and analytics, patient health data was refined, synthesized, and processed, revealing hidden patterns and actionable business insights. The outcomes were a remarkable 25% reduction in operational costs and a 40% decrease in time-to-market.

Unlocking the Innovation Vault with AI

To further its healthcare innovation objectives and vision, Innova also develops predictive models, smart systems, and data-driven solutions using the latest technologies—such as AI, ML, blockchain, and IoT—to improve agility, optimize workflows, and personalize patient care. The organization is presently focused on some exciting work around Generative AI to improve patient outcomes and enhance healthcare delivery. Innova’s R&D lab, aptly referred to as the Innovation Vault, is an essential tool for clients seeking to drive ideas from inception to implementation, delivering greater health outcomes with maximum efficiency.

Most of the company’s clients’ investments are focused on application modernization, platforming, and data analytics. Despite the rapid adoption of telehealth and remote patient monitoring, few systems manage to implement AI correctly.

“Innova’s success driving a number of initiatives across verticals gives us immense confidence about our Generative AI projects,” Srivastava shares. Among those initiatives are learning and development, physician assistance, administrative tasks (to reduce employee burden), patient/member engagement, and data analysis. To positively impact society and deliver value to organizations, Innova advocates for and assists clients in building AI responsibly.

For the future, Srivastava and his colleagues on Innova’s leadership team are determined to break down the remaining barriers that prevent healthcare organizations from utilizing the transformational power of technology.

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