Patient Communication Solutions

Whether you’re looking for solutions to help you more effectively & efficiently manage post-discharge calls and patient communications or if you’re looking for a partner to provide turnkey follow-up solutions, PREMEDEX has comprehensive solutions to meet your needs.

 

Cloud-based Platform

The PREMEDEX platform provides a highly effective method for hospitals & other providers to manage and prioritize daily patient communications.  Your team will be up and running in no-time, improving call productivity by up to 8 times.

 

Our intelligent queuing technology prioritizes communications and ensures that patients receive the right message at the right time.  Question-Sets are highly configurable and can be customized according to your unique patient segments.

 

Need to follow up a second or third time to ensure that certain patients have picked up their prescriptions or have attended their follow-up appointments?  No problem.  Leave them in the queue and set a follow-up reminder for certain patients who need special attention.

 

Best of all, you’ll gain access to real-time reporting & dashboards that include staff call productivity metrics, call resolution metrics, summary of patient responses, weekly trending of responses, and much more.  You can also easily see which patients need follow-up for clinical and service related issues, as well as all of their detailed feedback in one place.

 

Many of our clients are up & running in just a couple of weeks, with minimal investment in your time & resources.

 

Outsource Your Programs to Our Care Coordinators

Do you need to outsource your patient callbacks, or even entire call center, to a trusted partner?  PREMEDEX can help.  We serve as an extension of your staff, taking on all or a portion of your calls.

 

We find that only 7% or less of all patients need follow up by clinical staff.  So we do the work ensuring a good patient experience, while gathering insights and identifying the patients who really need your attention.  We are also very good at reaching contact rates in excess of 80%, through multiple call attempts and program optimization techniques.

 

Our staff supplements your efforts and escalates urgent calls to your team’s attention.  Simply log into our secure portal to view discharge call results, including a detailed summary of all notes.  In addition, all calls are digitally recorded and can be accessed if additional details are desired.

 

We also have a full suite of automated patient communication solutions to help you increase patient communication frequency, gain valuable feedback, identify clinical issues before they spiral out of control, and remind patients of upcoming appointments.

 

Our technologies and solutions include:

• Data integration (in & out)

• Intelligent queuing for post-discharge and multi-step care continuum programs

• Custom dynamic questionnaire development with skip logic and root cause analysis

• Automated (IVR) calling with customizable pre-recorded live voice

• Secure email & SMS

• Custom workflows and multiple call scheduling (i.e., 1 live call followed by 2 automated calls)

• Automated alerts to care team

• Dynamic risk scoring

• Automated report scheduling

• Advanced analytics and reporting (interactive drill-downs on dashboards and reports)

• Cloud solution, including cloud auto-dialer

• Outsourcing to clinical and non-clinical case management staff

• Nurse triaging

• Many additional add-ons and solutions

 

PREMEDEX features and benefits:

• Identify Intervention Opportunities to Reduce Avoidable Readmissions

• Use Feedback to Improve Patient Satisfaction and HCAHPS Scores

• Maximize Value-Based Purchasing Revenue

• Meet Joint Commission Certification Disease-Specific Requirements

• Gain Market Share and Improve Profitability through Patient Loyalty and Referrals

• Drive Follow-up Appointment Compliance to PCPs

• Achieve Meaningful Use for Care Coordination

• Capture Transitional Care Management Revenue (CPT Codes 99495 & 99496)

• Capture Chronic Care Management Revenue (CCM)

• Leverage our Cloud-Based Solution to Minimize IT Requirements, Streamline Setup, and Achieve Program Efficiencies

• Engage with Patients within 24-72 Hours of Discharge

• Achieve 80% - 90% Contact Rate (on Average) with up to 3 Call Attempts

• Ensure Accountability, Consistency and Quality in Patient Outreach

• Manage High-Risk Patients Across the Care Continuum

• Develop Custom Questionnaires and Programs According to Diagnosis

• Implement Escalation Protocols and Automated Alerts for Service and Clinical Issues

• Listen to Digital Recordings of Calls Conducted by PREMEDEX Care Coordinators (Available Upon Request)

• Extend Sympathy, Empathy & Concern with Caring and Professionally Trained PREMEDEX Staff

• Gain Access to Real-Time Summary and Detailed Patient Feedback

• Gain Dedicated Access to Data Warehouse for Advanced Analytics, Data Visualization and Reporting

• Understand the Root Cause of Patient Non-Compliance

• Gain Unit-Level Insights for Operational Improvement

• Use Real-Time Escalations and Alerts to Notify Hospital Care Teams

• Use Optional PREMEDEX Nurse Triage for Additional Clinical Support

• Use a Mix of Live & Automated Calls to Meet Budgetary Requirements

• Recognize Top Staff Performers and Identify Under-Performers

• Coordinate Care Across the Community – e.g., Home Health, SNF, Physicians, Caregivers

• Outsource to PREMEDEX Care Coordinators or Use the Platform Internally to Conduct Calls

• Visualize Program Data with Interactive Dashboards, Trending Charts, Reports, and Word Clouds

• Use Custom Workflow to Schedule Multiple Follow-up Calls

• Use Patient Feedback to Update Readmission Risk Scores

• Integrate In-home Monitoring Devices for High-Risk Patients

• Integrate Call Results Data Into the Patient’s Medical Record and Organizational Data Warehouse

• Partner with the PREMEDEX Executive & Account Management Team to Ensure Program Success

• Receive Ongoing Training & Support from the PREMEDEX Support Team

• Extend the Same Platform to Manage Patient Centered Medical Homes, ACOs, & HIE-Related Coordination

• Benefit by Collaborating with other PREMEDEX Clients to Share Best Practices

• Ensure HIPAA Compliance with PREMEDEX SSAE 16 Type 2 SOC 1 Data Center Certification

• Leverage PREMEDEX’s Expertise in Delivering Callback, Care Transitions and Coordination Programs to Leading Healthcare Organizations Throughout the Country

 

Call us today to schedule a demo and learn more!