Markets Served

The components of Health Navigator, either individually or collectively, serve a variety of markets including medical call centers, medical answering services, consumer eHealth, telemedicine providers, digital health assistants, physicians and medical students, and electronic health record companies.

 

Our platform is unique because the components – Clinical Vocabulary, Natural Language Processing, Clinical/Symptom Documentation Support, Triage Symptom Checker, and Diagnosis Symptom Checker – can be utilized in total or independently to meet an organization’s business objective. Our team of professionals will work with you to determine a best-fit solution and integration approach for your workflow.

Answering Services

Provides a clinical safety net for non-clinicians when capturing a caller’s reason for call

The primary responsibility of most physician answering service personnel is to answer the call and document a message for the physician. Many times the call center personnel may not be able to identify the urgency of the situation with the caller. Based on the “reason for the call”, Health Navigator’s Natural Language Processing engine can identify the coded chief complaint(s) ranked by acuity. This process provides the non-clinical personnel with a safety net. In other words, the answering service staff doesn’t have to rely on their own judgment regarding the urgency because the Health Navigator tool set will provide them guidance.

Provides a standardized and structured call flow

The Health Navigator suite of products provides a standardized call flow yet completely configurable user interface.  The product components are delivered via API allowing you to build the content into your existing application. A standardized call flow ensures that no matter who is speaking with the patient, the information will be documented in the same manner.

Provides an acuity-ranked list of coded chief complaints for the medical provider

Health Navigator was designed to assist telemedicine providers with quickly identifying and capturing a patient’s chief complaint while also codifying the encounter. Prior to Health Navigator there wasn’t any taxonomy of chief complaints. ICD9 and ICD10 codes are diagnosis terminology not presenting problem terminology.  The Health Navigator database of coded chief complaints covers 99.8% of the reasons for visits.

Consumer eHealth

Delivers patient-friendly and consistent health information to patients

The Health Navigator modules of Natural Language Processing, Clinical Documentation Support and Diagnosis Engine combine to provide a powerful symptom checking application.  Questions regarding symptoms are displayed in patient friendly language and can be presented in groups or individually.

Since the content is being consumed via API into your application, you can choose how to present the health information to patients. The database also provides information for every diagnosis regarding what type of provider/specialist they should see and where the particular condition can be seen and handled; urgent care vs retail clinic, for example.

Provides a standardized and structured call flow

The Health Navigator suite of products provides a standardized call flow yet completely configurable user interface.  The product components are delivered via API allowing you to build the content into your existing application. A standardized call flow ensures that no matter who is speaking with the patient, the information will be documented in the same manner.

Positions eHealth providers as leaders in clinical quality

We know that every medical encounter begins with a chief complaint – why are you seeing the doctor? Through use of Natural Language Processing to capture the patient’s complaint(s), a coded chief complaint is presented to the provider also providing them with the associated ICD9, ICD10 and SNOMED codes. Along with the 16,000 alternate terms (including Spanish alternate terms) in the database, the provider is assured of accurate coding and documentation. The database also contains 5,000 PubMed references that cross-walk back to the diagnosis and over 20,000 credible Internet resources that are cross-walked back to the chief complaint.

Electronic Health Records (EHR)

Provides an acuity-ranked list of coded chief complaints for the medical provider

In an electronic health record which includes a patient portal, a patient may type in a message to his or her doctor. The integrated Natural Language Processing engine can extract the chief complaint along with the associated acuity or urgency and ICD10 code. This additional information, along with the patient’s comments about why they are requesting a call with their physician, gives the provider a heads-up on urgent situations and also jump starts their documentation.

Reliable, turnkey front-end solution that improves the physician’s workflow

Quality documentation and ease of use are two things providers look for in an EHR. By integrating Natural Language Processing and Rapid Medical History into an EHR, both of these goals can be accomplished. In a patient messaging portal, a patient could type in a message to his or her doctor and the integrated Natural Language Processing engine would extract the chief complaint. The application from within the patient portal could then ask the patient if they would be willing to answer additional questions about their problem or condition. The application would then use the integrated Rapid Medical History to capture additional responses. The data driven results would then be passed into the EHR and on to the provider. What was once a simple request for a visit based on a symptom or two is now clinically important data answering questions the provider will want to know.

Supports client engagement and patient satisfaction

Many electronic health records have patient portals and EHR companies are looking for ways to increase the utilization of their portals. By providing tools to the physician allowing him or her to be more efficient in processing symptom-based requests and providing a differential diagnosis, patients are more likely to be satisfied with the encounter and stay engaged with the patient portal. And, with the integration of Health Navigator components into the EHR, the Rapid Medical History and Diagnosis Engine results can even be combined into the patient’s portal.

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.

Telemedicine

OPPORTUNITY

 

Does your telemedicine platform have a complete set of clinical documentation tools?

Companies that develop telemedicine platforms need robust evidence‐based clinical content that can be quickly and easily integrated into their product. They also need structured data to facilitate medical coding and reporting analytics.

The right documentation tools can improve both the patient and health care provider experience: better quality, safer patient care, improved workflow and operations.

OUR APPROACH

 

Health Navigator provides solutions to help telemedicine companies develop or enhance their existing platforms.

  • A proprietary clinical vocabulary for capturing and storing the chief complaint.
  • A natural language processing engine that converts patient symptoms into structured data.
  • Nearly 500 multi‐lingual, symptom‐ based, rapid medical history templates for patient e‐visit self‐intake.
  • Documentation checklists to support telemedicine providers (doctors, NPs, PAs).
  • A diagnosis engine that generates a list of possible causes, based on age, gender and symptoms.
  • Care advice written in plain language.
  • Resources, including relevant internet sources and PubMed abstracts.

OUTCOMES

 

Patient and health care provider satisfaction is important. Delivering safe, high-quality and efficient care is essential. Health Navigator can help your organization:

  1. Automate & improve workflows;
  2. Build an efficient patient intake process;
  3. Improve health care provider documentation & reduce medical risk; and
  4. Deliver sound, standardized & easy-to-read patient education.

And, it integrates quickly into your platform, with a well‐designed and documented application programming interface (API).