Markets Served | Medical Call Center
Provides a clinical safety net for non-clinicians when capturing a caller’s reason for call
In a medical call center, telehealth or nurse advice environment, you might have non-clinical personnel taking the initial call from a patient. If the service representative or agent is unable or uncomfortable with identifying the urgency of the situation, Health Navigator’s Natural Language Processing engine can identify the coded chief complaint(s) ranked by acuity for them. This allows the call to be handled efficiently and effectively in a clinically-sound manner.
Reduces “Red Flag” rate
In a medical call center, telehealth or nurse advice environment where non-clinical personnel take the first call from a patient, sometimes the calls are “red-flagged”. This means that they are high priority calls for a nurse and should be next in his or her work queue. Non-medically trained front end agents tend to over use the red flag criteria because they are just not sure what might be an urgent situation. Health Navigator’s Natural Language Processing engine can identify those patient complaints that have a higher acuity or urgency rating which can be passed along to the nurse work queue. One call center in the midwest reduced their red flag rate from over 40% to 12% through use of the Natural Language Processing tool.
Increases staff satisfaction
By utilizing the Rapid Medical History component, non-clinical personnel can provide 2nd level triage before the call is passed to a nurse. He or she can collect additional data about the patient’s symptoms in a non decision-making format to provide additional information to the nurse prior to their interaction with the patient. By having this additional information before speaking to the patient and having the encounter color-coded by acuity, the nurse is more informed and satisfied with the interaction. Also, the non-clinical staff feel like they have contributed more to the efficiency of the encounter and have not had to make a clinical judgement call regarding the urgency of the call.