What occurs when your healthcare advertising succeeds, however your groups aren’t educated or scaled to maintain up with affected person demand?
AI telephone brokers promise to lastly tackle healthcare’s greatest supply of affected person dissatisfaction: the problem of scheduling appointments.
Press Ganey calls appointment scheduling “healthcare’s Achilles’ heel,” with greater than a 3rd of customers citing it as their prime frustration and first barrier to receiving care.
On the similar time, some of the persistent obstacles to healthcare advertising success is an incapacity to efficiently reply telephones. Advertising drives demand and affected person inquiries enhance, however unanswered calls stay the most costly gaps in affected person entry and expertise.
On this episode, I sit down with Aqeel Shahid from IntelePeer to discover how healthcare leaders are utilizing AI telephone brokers to enhance entry, cut back workers pressure and modernize the affected person expertise. Relatively than hiring extra workers, constructing greater name facilities and repeating infinite coaching cycles, AI telephone brokers can scale immediately, reply each name and deal with routine scheduling and consumption at a fraction of the fee.
Should you’re a healthcare chief seeking to strengthen affected person entry and operational effectiveness, this episode is for you.
Observe: The next AI-generated transcript is offered as an extra useful resource for individuals who choose to not take heed to the podcast recording. It has been calmly edited and reviewed for readability and accuracy.
Stewart Gandolf (Healthcare Success)
Hi there, everybody. Welcome to the Healthcare Success Podcast. I am right here with one other distinguished visitor, Aqeel Shahid. Welcome, Aqeel.
Aqeel Shahid (IntelePeer)
Hello, Stewart. Thanks for having me.
Stewart Gandolf (Healthcare Success)
I first met Aqeel by means of a few of his colleagues at a convention. We had been at one of many huge non-public fairness conferences. And in dialog, we began speaking about AI. We ended up having an extended dinner and it was enjoyable. After which I acquired to satisfy Aqeel subsequent to that. And Aqeel and his workforce at IntelePeer are fixing, one of many issues they’re doing with AI, is fixing most likely the largest downside I’ve had in my profession working with healthcare companies, hospitals, and multi-location practices, and that’s, how do you reply the telephone?
Aqeel, I might commiserate with you for hours on the challenges we have had over time. To set this up a bit bit for our listeners, AI clearly can do a number of issues, proper? And it does, and it does in all types of artistic methods, and there is a million alternative ways AI is being carried out nowadays. And even inside healthcare, you should use AI to income cycle administration. There are various methods individuals are utilizing it for income cycle administration, which is de facto vital. You should utilize it for notetaking for the suppliers.
There are various totally different functions. However the one we determined to speak about at this time is, you already know, the decision middle and the way can we begin integrating AI brokers or robots to have the ability to discuss to individuals in a approach that feels pure. That is seamless, and it is such a giant deal. So, initially, Aqeel, welcome once more. And may you inform us a bit bit about your background and among the very excessive stage, I am going to drill down, however among the work that you just guys are doing on this class?
Aqeel Shahid (IntelePeer)
Yeah, completely. And once more, thanks for having me on the present. Tremendous excited that I am on the present right here with you.
However, you already know, to your level, Stewart, there’s been form of this evolution that is been taking place within the area, clearly. AI has been round for a while, however there’s additionally a number of buzz and a number of noise happening within the area round what AI is and the way individuals are utilizing it and the advantages that organizations are literally reaching from it. And so, at IntelePeer, what we’re actually doing helps automate that front-end journey for organizations, proper? Actually enhancing the way in which and the way sufferers and clients talk with both a apply or any form of group. And a number of that mundane duties that may usually require a dwell human to do can now be automated leveraging AI options, proper? And expertise has come a good distance, proper? Not does it sound like a robotic on the opposite finish, proper? It sounds extra human. It sounds extra pure. It is positively much more attentive now and it understands intent. So, you do not have to say simply the identical precise key phrases for it to know what you are saying. So that is what we’re actually serving to resolve helps resolve the journey that clients should undergo or sufferers should undergo once they’re calling right into a apply for easy mundane duties, proper? And simplifying that general engagement.
Stewart Gandolf (Healthcare Success)
Nice. So, you already know, form of going again on the issue from my egocentric standpoint, you already know, once more, having carried out this for years, the operational facet of issues like billing or, you already know, calls or, you already know, individuals searching for a job calls, these are all vital, however from us as an company standpoint, the largest factor is You recognize, we’re paying, individuals pay us, they pay Google, they pay Fb, proper? There’s substantial funding to go make the telephone ring with new sufferers. After which additionally, we’ll discuss extra about recollects and different issues, however only for the sake of ease proper now, inbound inquiries about doing enterprise. And the expertise right here, Aqeel, with the, you already know, kind of analog world is simply terrible, typically.
So sub-businesses, even when they’re multi-location, drive calls to every particular person workplace, which is only a whole prescription for failure. They’ll drive them to a name middle, which may be higher, however oftentimes it is nonetheless challenged. And so, you already know, like we have had purchasers the place we spend a whole lot of calls to a couple of their practices on a take a look at foundation, they usually do not observe a single transformed sufferers as a result of they can not reply their telephone. O a day-to-day foundation at an area workplace, they’ve sufferers or the entrance desk workers is meant to reply the calls, test individuals in, test them out, do bookkeeping, order pizza for the workplace celebration, you already know, after which, you already know, in between all these 75 duties, reply the telephone, which, after all, it is a catastrophe. They usually’re usually the least paid, least educated individuals. And so, you already know, what’s the expertise? Physician’s workplace, please maintain, or nothing, proper? It is lunchtime, so no one picks up in any respect. After which, after all, you may have totally different individuals stop. You’ve got acquired attitudinal issues. You’ve got acquired individuals with some expertise are extra expert than others. And, you already know, after which there is a restrict on what number of you may deal with at a given time. With AI, all of that goes away. No person goes on trip. No person has an act interval. No person calls in sick. You do not have to begin another time, practice someone new, you already know, like all of that. So, in principle, it is superb, proper? Like you may scale. Instantly, as a substitute of taking, you already know, one name each 5 minutes, you may take a thousand in 5 minutes, proper?
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, the promise is insane. And we will lastly resolve. It is form of just like the final mile, Aqeel, once you discuss in regards to the final mile. On the web, it is like, effectively, it is nice out on the road, however that final mile may be very costly and troublesome. That is actually what that is with the telephones.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
I am going to cease the rant in only a second, however I actually had thought of for years shopping for my very own name middle to deal with this. It is only a low margin, horrible enterprise, and so I selected not to try this. However I simply assume that is the best factor I’ve seen in advertising in years to actually assist. As a result of if we will resolve this downside, it is a huge deal to assist the advertising work, to not point out all of the operational points. With that kind of lengthy intro, however I simply wish to set how vital that is. Out of your guys’ standpoint, what are the sorts of calls and the place do they battle? Perhaps add on to what I say and have some further insights since you’re trying on the broader image than simply inbound inquiries.
Aqeel Shahid (IntelePeer)
Yeah, no, 100%. Completely. imply, you summarized it effectively. I imply, organizations spend a lot cash on all of the advertising and all of the issues that you just talked about that they do up entrance, however they do not workers accordingly to deal with the amount that is available in. And once more, the largest expense for any group is the precise individuals that they are hiring, and all the opposite challenges related to coaching them and getting them up to the mark. What we’re seeing so far as the sorts of calls that we’re dealing with, outdoors of simply the widespread inquiries you talked about, proper? However in a healthcare group, it is that appointment scheduling, rescheduling. It is a quite common part, however it’s additionally some of the vital income producing parts for a corporation as a result of each missed name means a missed appointment, delayed care, misplaced income, proper? After which, you already know, very possible the affected person’s going to get annoyed and possibly name the following apply or, you already know, and so forth and so forth. You are dropping that general, you already know, expertise with the affected person due to it. We see that as one of many greatest issues that individuals are calling in for prescription refills. I imply, I’ve, as a affected person, they usually get annoyed too, as a result of all I need is a prescription. However I acquired to speak to a nurse, and I acquired to speak to the physician. And it simply prolongs the general course of. easy issues like that may now be fully automated, proper? Billing inquiries and cost reminders. That is one other huge factor. You talked about income cycle administration earlier, however that is a giant part of it too. Not solely can it do inquiries and affected person reminders, however it could additionally do collections as effectively. So for these sufferers which can be handed to you that will have forgotten to pay their invoice or perhaps insurance coverage has lined a sure portion and the opposite portion that they should pay they usually simply aren’t conscious of it, the system can now make outbound calls on behalf of the healthcare apply and acquire that excellent stability as effectively versus having to have a human or dwell particular person having to make these calls. We have seen, based mostly on expertise, that people usually tend to make a cost to a digital agent than a dwell human. I you already know, simply, you already know, out of simply, you already know, I assume they really feel a bit embarrassed speaking to a dwell particular person going, oh my God, I forgot to make a cost, sorry about that, versus, you already know, understanding that they are in a judgment-free zone with a digital agent, you already know, making the cost. We have seen much more success with collections when a digital agent is looking in and making an attempt to get cash collected. After which once more, your common FAQs, affected person questions, follow-ups, all of the stuff that, once more, tie up a entrance desk workers or a healthcare, you already know, particular person as a result of they’re having to man the telephones as a result of there’s not sufficient individuals to man these telephones can now all be automated to actually enable for healthcare employees to deal with affected person care, on actually operating an operation, operationally operating their companies.
Stewart Gandolf (Healthcare Success)
It is actually attention-grabbing too, like once you take a look at among the issues we simply mentioned had been, you already know, like past the brand new affected person calls, however, you already know, scheduling an appointment, rescheduling an appointment. I used to be simply at a convention, my pal Aaron Clifford with Press Achieve. And requested the viewers, what do you assume is the primary grievance individuals have? And I acquired the prize. He by no means truly gave me a prize. However I shouted out scheduling, appointment setting. And he is like, you are proper. And it is like, I form of know these items. It is what I do, proper? However appointment scheduling is the primary grievance individuals have with their physician’s workplace. And that’s, if you happen to take a look at a number of these low star evaluations, it is like stuff like that. It is not normally the supplier. It is like all of the stuff that is in the way in which of the supplier. And in addition, one other factor that folks might say is like, effectively, that is not even a difficulty anymore. Individuals schedule on-line. And really, that is simply not true. I want it was. I want everyone’s scheduled on-line. It is much more environment friendly for everyone.
However relying on the age group you are speaking about, boomers most likely greater than half are calling on the telephone. And even youthful individuals nonetheless name on the telephone. So, telephone calls usually are not going to go away anytime quickly. After which there’s different issues that basically cannot be dealt with effectively by the web that that you must, there’s is perhaps nuances. They wish to ask questions. In order that’s actually vital to know that there is a number of totally different functions. One factor we did not speak about too, that I ought to at the very least contact on, and perhaps we’ll speak about, or perhaps not later, however recollects. For instance, a giant dermatology apply might need 1000’s of appointments of, you already know, recalling him again to return again a 12 months later for an additional screening. There’s a lot quite than that’s yet one more utility.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, there’s utility, that is why I saved at this time’s dialogue restricted to the telephones, as a result of that alone is lots, proper? There’s a number of territory there. We will speak about different AI makes use of on one other name, however for at this time we’re speaking about telephones. Let’s speak about, so we have talked about the issue. We have talked about, you already know, among the use instances. So how is AI stepping in to resolve this problem? What does that AI-powered name expertise even appear to be at this time? You talked about it is evolving.
Aqeel Shahid (IntelePeer)
Principally, now what AI is doing is de facto serving to bridge the hole between the people and the practices themselves as a result of it is accessible 24/7/365. It’s a human-like expertise. When a affected person now calls they usually’re greeted by a digital agent, which mainly goes, how might I show you how to? And goes by means of the conventional dialog that a person would have with an individual, proper? I am calling to schedule an appointment. Nice. What days? Inform me extra about your self. Authenticate who the affected person is by their date of delivery or no matter mechanism you wish to use to authenticate them. Undergo the method of getting them scheduled, identical to a traditional dialog, and be capable to be good sufficient. And it is good sufficient now to the place it’s going to truly, if you happen to swap gears in the course of the dialog and have one other query, like, hey, what does the parking state of affairs appear to be? Hey, can I carry my child in as effectively? You recognize, what are your hours of operation? You recognize, is there something I must be ready for it if you happen to’re going into it for a selected examination? Is there something I must be ready for forward of my examination? These issues, the system is wise sufficient to assist reply. Once more, like I mentioned, it is having a pure, non-robotic dialog. And once more, accessible 24/7/365, as a result of oftentimes, typically issues come up, proper? And you might have to reschedule an appointment late at night time, however it’s a must to wait until the following morning when the workplace is open, when you may name and reschedule. And you do not have to try this anymore. You may name everytime you wish to and now be capable to make these fundamental modifications.
The opposite factor I wish to say from an utility perspective as effectively is you will have typically issues the place a affected person might should reschedule or cancel. Effectively, on this planet of healthcare, once more, you probably have an empty seat or an empty mattress, it clearly is misplaced income. So, the system now’s good sufficient to acknowledge if there’s sufferers which can be mainly on maintain, that we must always now go and attempt to schedule as a substitute as a result of these people are primarily on the listing of, you already know, if there’s any cancellation that, you already know, go forward and schedule me as a substitute. So, we will prioritize and name by means of these lists and go, hey, I see so-and-so particular person is on the listing and I’ve a cancellation. Let me name this particular person now and see if I can get them scheduled. So, you may fill these gaps versus having these gaps, you already know, that present up with cancellations as effectively.
So these are among the issues that we’re positively seeing the system present, together with affected person consumption. That is one other huge factor as effectively, proper? Not do it’s a must to go into the physician’s workplace, sit there within the foyer, filling out, you already know, the questionnaire that may all be carried out now just about the place you will get all these questions requested and answered up entrance in order that when the affected person is available in, they will simply do what they should do from a signing in perspective after which be capable to go proper in to see the doctor as effectively.
Stewart Gandolf (Healthcare Success)
That makes a number of sense. It is even like, I am curious if you happen to guys have had the appliance, that is an apart, however, for instance, an OBGYN workplace is commonly operating late. As a result of I’ve to go ship a child. Do you guys have the use case but the place individuals are asking to have the ability to name sufferers they’re operating late versus having someone go do this?
Aqeel Shahid (IntelePeer)
Yeah, completely. It is good sufficient to the place, once more, you are able to do that. Okay, I’ve acquired to go. It will set off. There’s a number of set off that may occur inside the system that may enable for the system to mainly make an outbound name. So, it is not simply inbound calling, proper? It is inbound, outbound, and it is not simply voice. It has all the suitable digital channels lined too. Realizing that totally different demographics like to speak in a different way utilizing totally different mediums, it is good sufficient to acknowledge that you could be begin a dialog by way of textual content after which evolve it to voice after which transfer it to a distinct medium afterwards and maintain the context in line.
Stewart Gandolf (Healthcare Success)
That is actually vital. And I hadn’t even requested that. So, you already know, we had been targeted on voice, however clearly there’s alternative ways to speak. Once you’re doing the textual content a part of this or. Otherwise you’re doing, you already know, I do not know, are you able to combine with the portal too, just like the affected person portal? Or is it simply textual content or how does this all work with that?
Aqeel Shahid (IntelePeer)
Yeah, no, it is totally built-in with all of the core EMR, EHR, affected person administration system functions which can be on the market. It gives a seamless expertise. Then that is the place it is authenticating. That is the place it is getting details about the affected person historical past and who the physician is and what medicines they’re on. And any preferences of issues that they’ve, that is the place it is gathering all the data. It fully reads, writes, and places proper into these core functions.
Stewart Gandolf (Healthcare Success)
Implausible. After which the following query is all the time safety. Yeah. And that is one of many causes, by the way in which, for our listeners that, you already know, there is a, this can be a, proper now, a really crowded area. There’s lots of people, there’s lots of people simply beginning up and IntelePeer has been round some time, they usually have one thing to lose. I’d say that as a result of, you already know, safety issues. I do not simply need like a broad, it’s going to. Okay. Like, I do not know. That is HIPAA. Inform me a bit bit about safety and why is that vital? And like, what sort of precautions do you guys take for that?
Aqeel Shahid (IntelePeer)
Yeah. Nice, nice query. I imply, safety is unquestionably very close to and expensive to our coronary heart, particularly in a regulated trade like healthcare, proper? We have taken all the mandatory precautions to make it possible for that safety stays prime of thoughts. And we do it in a few alternative ways, proper? One, we do not actually ingest any of that data that sits within the EMR, EHR into our platform. Like I mentioned, we combine into these EMR, EHRs. That is the place the data resides. We’re studying, writing, and coding by way of API. All of the core affected person knowledge stays in these EMR, EHRs. We’re not pulling any of that into our programs. However then in our programs, we create these particular workflows and particular flows for the person practices based mostly on their wants. And the big language fashions that we’re utilizing from an AI perspective are fully guarded and behind our non-public community. It is not sitting on the market within the public. We’re not coaching one other practices data with the information we collect from a earlier apply. All the things is totally walled off to make it possible for that data is staying non-public inside our personal non-public servers. After which, you we have gone by means of the method of getting HITRUST licensed. We’re HITRUST licensed. We have now the suitable certification parts from a safety perspective on that as effectively to ensure each single factor that we join, you already know, meets the necessities of HIPAA and HITRUST as effectively.
Stewart Gandolf (Healthcare Success)
Nice. That is vital, clearly. And in order that integration, it’s attention-grabbing, the concept about simply passing data by means of. One other query on that observe is the disclosure when individuals name. And there may be truly a court docket case proper now with a big, I am undecided if you happen to guys are conscious of this, with a multi-location dental apply. And I do not assume it may, I do not assume, I hope it would not go anyplace, however it’s a must to disclose anyway, anytime one thing’s being recorded, with out giving authorized recommendation on this name. Is that like, initially, I believe it is actually vital to inform individuals they’re speaking to a bot. After which additionally to reveal that we’ll be utilizing this data in quite a lot of methods. So, is that solvable? Are your shopper’s in a position to get counsel and be ok with it?
Aqeel Shahid (IntelePeer)
100%. Yeah, completely. What we have carried out to satisfy these necessities is the system mainly, when it solutions the decision, mainly goes, hello, I am Sam, your digital agent. This name could also be recorded for high quality assurance of coaching functions. How might I show you how to, proper? So, it could mainly announce that up entrance. So, the affected person or the caller calling in is aware of that they are speaking to a digital agent, is aware of that the decision is being recorded. So, they do not should assume anymore. Yeah.
Stewart Gandolf (Healthcare Success)
And I’d simply say to our listeners, we’re not giving authorized recommendation on this. Your precise script to reply the telephone with, it is best to run by counsel.
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
This can be a As a result of there’s an allegation, at the very least one case I am conscious of, the place they’re saying that is not sufficient to say high quality assurance. Since you would possibly use it for advertising. You would possibly use it for that. So, discuss to counsel.
However there’s a lot alternative right here. I believe it is value investing a couple of bucks legally to be sure you’re doing this in a compliant approach as a result of the chance is big. Let’s speak about, so we talked about some alternative ways of doing this. And there was prescription we have held appointments and all that. However let’s speak about like, how do you reply, and I believe that is fascinating, being a advertising company, we discuss lots about model voice. How do you make sure the AI feels like in a approach that it is in step with the model voice and tone that we wish to have? How does that work?
Aqeel Shahid (IntelePeer)
Yeah, that is an amazing query, Stewart. What we do is we clearly sit down with the tip shopper and actually perceive the demographics of the individuals which can be calling in. So, for instance, if you happen to’re calling into an aged care facility, they like for the AI agent to talk a bit slower. Or if you happen to’re calling in a selected geographic a part of the nation too, they might have a distinct dialect, a distinct approach on how they ask questions or a distinct approach of how they are saying sure phrases as effectively. We actually form of tone and we’ll mainly tune the system based mostly on that data we collect. There is a ton of various voices you may decide from, male, feminine, the accents, the tones, all that’s all adjustable. All that may simply be adjusted to satisfy the model picture or the general voice picture that you just’re mainly making an attempt to painting to the tip customers as effectively.
Stewart Gandolf (Healthcare Success)
As a few of our listeners will know, I’ve labored across the nation, like each market. Like we have labored in Satan’s Lake, North Dakota, however I am excited about particularly “Nahhlens”, not New Orleans, not New Orleeens, “Nahhlens”. So, are you able to even deal with dialects like that?
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
I imply, you would not wish to sound such as you’re out of the… so, swamps, proper? You do not wish to adapt that a lot to the area people, however you do wish to at the very least have some native taste, proper?
Aqeel Shahid (IntelePeer)
Completely. imply, in order that’s precisely what we do is we perceive. We truly had a few instances the place we had people that had been in a sure a part of the nation that mainly even like ordering pizza, proper? We usually within the West Coast go, hey, I am calling to put an order for a pizza. Effectively, in different elements of the nation, they go, I wish to make a pizza. So, you already know, usually if you happen to discuss to an AI system and go, I wish to make a pizza, it may inform you, go get some flour, some eggs, you already know, they usually’ll inform you the way to make it. However we have educated the system to the place it is aware of once you’re asking about, hey, I wish to make a pizza, it is extra like they’re making an attempt to order a pizza. We will fully change the tone and like I mentioned, have it’s good sufficient based mostly on that as effectively. After which there’s different variables that we will activate too, like, you already know, and relying on the model, some that wish to have extra of a hipster model, we will activate like a millennial filter and totally different form of issues to make it sound snappier. And make it sound extra to suit the demographics of the oldsters that they are making an attempt to speak to as effectively.
Stewart Gandolf (Healthcare Success)
What are among the greatest misconceptions that healthcare leaders have once you guys are first taking your conversations about how AI goes to work of their workplace? Like, what are the objections?
Aqeel Shahid (IntelePeer)
Yeah, you already know, one of many greatest objections, clearly, that we come throughout, and I am positive you have heard this too, is that a number of people really feel like the parable is that, hey, AI goes to exchange human workers fully. Effectively, that is not the case, clearly. It is right here to assist increase the workers, deal with the routine duties, so the groups can deal with the complicated, extra extremely worthwhile interactions, proper? After which, you already know, the opposite huge problem we have now, as effectively, is the place a number of healthcare, you already know, house owners, leaders really feel like that is so laborious to implement. It will be, so it may take a ton of effort and time. That is not the case both, as a result of what we have actually carried out is, and once more, our workforce does all of the heavy lifting, and we have additionally developed a low-code, no-code instrument set that basically permits for this integration, as I discussed earlier, all of the EMR, PMSs, that is already carried out. It permits for us to deploy quickly, and we will go dwell now inside weeks, not months anymore, proper? So once more, all that, all of the stuff that’s required, we do the heavy lifting, and we do all that work so we will simplify the flexibility for organizations to embark on this journey.
Stewart Gandolf (Healthcare Success)
Inform me about one of many issues I’ve seen, some corporations are higher at this than others, the lag half, the place it is a huge, lengthy lag or the fillers. Like, how does that, is that enhancing and the way is that even a difficulty anymore?
Aqeel Shahid (IntelePeer)
You recognize, it is come a good distance, proper? You are proper. Within the preliminary phases, early on days, sure, there was a ton of lag. Individuals would sit down for simply a number of seconds ready for a response or they’d add in like filler the place it appears to be like prefer it’s typing. That is not the case anymore. And once more, it is all in regards to the structure and the way the system is designed. We have now designed it in such a vogue to the place your responses are normally underneath three milliseconds, proper? They’re coming again actually. Generally sooner than a human might reply. And it is all about how we’re coaching and the way we’re integrating and the way we’re tuning the system to actually just remember to do not have that lag. And so, we have actually paid a number of consideration to that in order that we will include the calls far more than getting to some extent to the place a affected person calling will get annoyed and needs to escalate to a dwell particular person. We have carried out job of eliminating that fully.
Stewart Gandolf (Healthcare Success)
That is nice. I ought to have requested that earlier than. That is form of a no brainer. Individuals say, agent, like I ask myself, after I’m speaking to, I name on it, a number of instances it is extra of a telephone tree than like what you guys provide. However there will be instances the place I’m going, agent, agent, agent, agent, agent, And I am going to say, that isn’t an possibility. Like, no!
Aqeel Shahid (IntelePeer)
Yeah, yeah, yeah. Occurs on a regular basis. Occurs on a regular basis. I am responsible as effectively.
Stewart Gandolf (Healthcare Success)
Yeah, like I simply wish to discuss to someone. I do know you can not. I do know you are making an attempt. It is like discovering Nemo. You are actually cute. However I do not perceive what you are saying. So, it is like the identical factor right here. It is like, you already know, there are occasions the place I simply know the bot’s not going to have the ability to deal with this for me. I want to speak to a dwell particular person. It is good that folks have the choice to try this.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
One other query, I assume you talked about EHR, and that the EHR integration is such a giant deal. And it is attention-grabbing now I am seeing among the, an EHR, by the way in which, a number of instances it is actually extra apply administration platform. Individuals use these phrases interchangeably, however they are not truly fairly the identical factor. However you the EHR slash apply administration platform, are you guys saying you’re employed with, you already know, just about all of them or how does it, or any of them that may work? How does that work?
Aqeel Shahid (IntelePeer)
Yeah, nice query. We work with all the key ones. you already know, your, your Cerner, your Epic, you already know, your Athena Well being and Mod Meds and all the key EMR, EHRs we have got lined, affected person administration programs in addition to in particular sub-verticals. We’re built-in into these as effectively. The nice half is many of the newer functions that at the moment are accessible all have open APIs, and we leverage, you already know, the FHIR and the HLS APIs which can be accessible to actually be sure that we will securely join into these functions, make it possible for the information in transit and at relaxation can also be encrypted. And we have already pre-built a number of these integrations, so we do not even have to begin from scratch, proper? So once more, those that we have already, all the key ones we have already acquired lined, however it’s a model new EMR, EHR, PMS system that comes up that we do not have integrations to, however most of them help HL7 and FHIR integrations. We will combine proper into it with these APIs, and once more, we do the heavy lifting. The client would not have, or the enemy clients do not should do something. We’ll work with the EHR, EMRs, and we’ll form of, you already know, establish what their API guides appear to be. Our workforce’s going to go construct. Construct the combination, after which we go deploy it.
Stewart Gandolf (Healthcare Success)
You talked about earlier that, we’re not speaking about firing bunches of individuals, and you may nonetheless want individuals to reply the telephone in some case.
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
However what’s the ROI effectivity positive aspects once you’re ready to do that? And like, you already know, for instance, one of many issues I believe you may have talked to about offline, and you’ll inform me if you already know that is true or not, however I bear in mind again when cell telephones first got here out, India embraced cell telephones sooner. And the reason being, is as a result of they’re, they kind of had a rat’s nest value of wiring. It was simpler simply to skip to the following technology and take a look at to determine rewiring India. And I do not forget that from approach again when. On this case, it is form of the identical. It seems like you may bounce by, as a substitute of going again and constructing three extra name facilities, you may simply skip that course of and go straight to AI and minimize out a number of ache within the center. So, is that true? Like, is there financial savings and what sort of financial savings is feasible from an financial standpoint once you do this stuff? And in addition, complexity discount as effectively.
Aqeel Shahid (IntelePeer)
You are completely proper. I imply, there’s positively a price financial savings. And what we have seen based mostly on the options we have deployed to this point, proper, their practices have seen a couple of 25% discount in staffing prices. So, they need not go add further people. Not saying they acquired to eradicate any of the present people, however they need not go add further or increase their present staffs with further people, proper? In order that’s a major quantity of financial savings proper to the underside line, proper? After which along with that, we have additionally seen a 50% enhance in name reply charges. In order that additionally makes a huge effect to the underside line as effectively. So, along with decreasing their staffing prices, enhancing their general reply charges, and likewise that results in a greater general affected person satisfaction rating. We have seen our clients usually obtain ROI on their funding in underneath six months, based mostly on these variables as effectively. And once more, they need not go, I am going to go rent further people, arise name facilities. Fear about, you already know, oh my God, am I staffed appropriately? What’s taking place? That is accessible for them to leverage, you already know, 24-7.
Stewart Gandolf (Healthcare Success)
So, you already know, what about surges too, like Monday morning and an pressing care change? It is like, you are going to get much more calls then. And once more, you already know, it is like earlier than you simply employed double the workers and also you despatched all of them dwelling at midday. Like, is that a part of this as effectively?
Aqeel Shahid (IntelePeer)
Yeah. I imply, the great half is that this has infinite capability, proper? When you may have these seasonal shifts or sadly when there’s emergencies, proper, you need not add further capability. The capability is already there. So instantly as the decision volumes enhance, the system is already there accessible to tackle that further load. So once more, it could triage a number of these entrance finish calls which can be coming in and be capable to enable for the again workplace workers to actually deal with the core elements that they should deal with. And so, they do not have to rent further individuals now as a result of there is a surge that they are experiencing.
Stewart Gandolf (Healthcare Success)
Can you get 100% reply fee then?
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
That is superb. And once more, these numbers get fuzzy as a result of what’s a solution fee? Physician’s workplace, please maintain me. It appears to be like prefer it’s a solution, however probably not. Individuals will drop off or no matter. I’d say my expertise in calling is extra widespread than not, that I will be placed on maintain immediately or no matter, which as a client, I might go on about this for hours, as I mentioned earlier, however I am busy. I lastly have a second to name. Oops, I am sorry. It is at one o’clock. I lastly had an opportunity to name. Name again later. And that is after I scream on the telephone and take a look at to determine one thing else to do as a result of it is simply too laborious. And I am far more tech savvy than common, so I not often name an workplace. To me, it is like blow your brains out enjoyable, however different individuals do, proper? We have now to resolve for people who find themselves calling in. And clearly, it is not simply the individuals calling, like we mentioned earlier than, individuals which may be working by means of the apply administration platform or portal, or they might be texting or emailing or no matter.
Aqeel Shahid (IntelePeer)
Precisely.
Stewart Gandolf (Healthcare Success)
So, as we’re wrapping up right here, we lined a number of floor. This has been actually enjoyable, and I knew it could be. Wanting forward, how do you see AI evolving in healthcare communications? I imply, particularly, you already know, the communication about setting appointments and all this stuff, however broader too, like how is that this going to evolve?
Aqeel Shahid (IntelePeer)
So, yeah, I imply, we’re simply beginning off this journey, proper? We’re simply on the tip of the iceberg. There’s a lot deeper that this AI answer can get now past the executive duties that we talked about, transferring now into the scientific workflows, proper?
So, danger stratification, triage, documentation, all that may now be carried out by means of AI, proper? The opposite factor that AI can also be going to do is present real-time analytics, proper? And so, which means it’s going to inform you precisely how sufferers like to interact, what are among the issues they’re calling in for extra usually than the others, proper? What’s their sentiment, proper? What are among the subjects which can be being mentioned, proper? And the way… How glad are they once they discuss to a dwell agent versus a digital agent? All that the lifespan or the general journey of a affected person now can get captured, the complete 360 view that may now even be accessible. After which, like I mentioned, transferring into the scientific facet of the home, with the ability to present some help to the scientific workers too, to the place they will deal with the affected person care, speaking to a affected person versus having to enter notes into their EHR, EMR of the dialog that is taking place. And that may all be listed now by way of scribe-type options, the place AI is mainly within the room with you, listening to the dialog, robotically scribing the notes that the affected person is mainly saying straight into their information, after which with the ability to present some scientific doctor help with some really helpful exams, some really helpful medicines based mostly on the signs that the sufferers provide. So, the alternatives and the place AI can go is infinite. I imply, once more, not taking away something you owe. What a human goes to do. Human is all the time going to be concerned. You will nonetheless have the doctor within the room doing all of the issues, however it’s actually there to assist increase and make them environment friendly, given the place healthcare goes because the lifespan of people enhance and the movement of variety of docs accessible and clinicians accessible will not be growing on the similar tempo. This can be a smart way to assist increase that.
Stewart Gandolf (Healthcare Success)
Yeah, and I simply had a podcast just lately about combining telehealth together with distant monitoring, together with AI. All this stuff may also help with the doctor scarcity, and a few specialties are extra impacted than others, for positive. One factor, truly, earlier than we wrap up, there’s one thing else I forgot to ask you, or ought to ask you, is offering, after we’re doing digital advertising, if we’re working with the normal name monitoring platforms, among the higher ones, we’re in a position to analyze these calls by AI and inform us who turned a affected person and never. So, can your system, and I am assuming that is fairly straightforward to do, however the system identifies and ship that knowledge again to the advertising firm in actual time of who’s truly a affected person and who’s not, as a result of that signifies that we will optimize based mostly upon the key phrase that really labored or the advert that really labored.
Aqeel Shahid (IntelePeer)
Precisely. We’ll are available on the entrance finish of the particular dialog. We will sit there and pay attention to each dialog that is taking place. That is the place we’re leveraging our good analytics platform to actually present a full visibility for that dialog that is taking place. The subjects which were used, the key phrases to your level, Stewart, what has been mentioned. However that additionally then now offers the information that’s wanted by organizations and clinics to actually work out areas they will go optimize subsequent. They might begin off with a, hey, let’s go deal with scheduling. However there may very well be different the explanation why a affected person’s calling. And since the analytics is now accessible, it’s going to enable for them to actually see what different subsequent areas they will deal with to assist cut back these unanswered calls to assist decrease the no-shower charges and be capable to present actionable insights, proper? As a result of it truly is capturing that total affected person journey within the system as effectively.
Stewart Gandolf (Healthcare Success)
Nice. So, the final couple of issues. Primary, I would such as you to, we weren’t in a position to do it at this time on this recording, however I would such as you to ship me a recording of a real-life transaction with considered one of your AI brokers so I can put that with the present notes. For these of you which can be listening on a streaming service, simply go to healthcaresuccess.com. You may search your strategy to Aqeel Shahid’s podcast interview, and we’ll have a recording of a real-life interplay with the bot to provide you a way of how this flows. And I believe you will be blown away at how human this may sound. So Aqeel, I would love you to comply with that up with us. Completely. that within the notes. Additionally, by way of, you already know, as I discussed, this can be a essential situation to our company, and so we’re recommending AI increasingly more. the rationale why I picked Aqeel is we’re partnering with Aqeel’s agency versus a number of our purchasers. And so, Aqeel, if someone is concerned with reaching out to you guys from listening to this, what’s one of the simplest ways to succeed in you? Ought to they electronic mail you straight or what’s one of the simplest ways?
Aqeel Shahid (IntelePeer)
Yeah, they will actually go to our web site, IntelePeer.ai. There’s a number of nice data in there. Or they will attain out for questions at IntelePeer.com. And that additionally will ship inquiries to us. There’s a number of good content material in there. There are some movies on our web site as effectively. However yeah, both a type of are the most effective methods to get in contact with us. Or you may ship a observe on to me as effectively. I am glad to take direct conversations. It is ashahid at IntelePeer.ai. And I am additionally accessible to assist.
Stewart Gandolf (Healthcare Success)
All proper, nice. So, it is A-S-H-A-H-I-D at IntelePeer.ai, proper? That is appropriate.
Aqeel Shahid (IntelePeer)
That’s appropriate.
Stewart Gandolf (Healthcare Success)
All proper, nice. So, and if you happen to do name it off the podcast. I mentioned, admire you simply saying you heard it on Healthcare Success. We do accomplice with IntelePeer and it is useful to know as we, you already know, we work collectively. And I am positive they will do some particular issues for you if you happen to’re considered one of our-
Aqeel Shahid (IntelePeer)
100%. Yeah, for positive.
Stewart Gandolf (Healthcare Success)
So, hey, I admire your time at this time. I imply, like I mentioned, Aqeel, I believe this is likely one of the most enjoyable issues that is occurred in advertising in a very long time as a result of it solves the largest ache level we have had for years and years. You recognize, we used to have full-time trainers on our workforce to fly out and train individuals to reply their telephone as a routine a part of an onboarding as a result of it was so dangerous. And that turned much less and fewer sensible over time as a result of they’re already so huge, proper? It is laborious to ship 80 places of work.
Aqeel Shahid (IntelePeer)
Yeah.
Stewart Gandolf (Healthcare Success)
And so then, you already know, webinars and all these issues. However you on the finish of the day, it is not even normally the issue with the coaching a part of it’s you may have workers turnover like loopy. You’ve gotten a number of places of work. It is laborious to scale it. After which on the finish of the day, it is like they’re nonetheless busy. They nonetheless produce other priorities. So, this solves a number of issues at scale actually rapidly. So, it is an thrilling time for advertising, for positive.
Aqeel Shahid (IntelePeer)
Completely.
Stewart Gandolf (Healthcare Success)
Thanks, Aqeel. was nice.
Aqeel Shahid (IntelePeer)
Thanks a lot, Stewart. I admire it.
Stewart Gandolf (Healthcare Success)
Thanks. Take care.
