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Today’s healthcare providers contend with a
complex web of medical advances, emerging technologies, changing regulations and standards,
risk management and patient needs. And, as the cost of delivering healthcare continues
to increase while customers become savvy shoppers of healthcare plans, providers are
striving to improve the quality of care and services while maintaining acceptable levels
of profitability.
INI realizes that you don’t have the time or resources
to be an expert at everything. That is why we work closely with our healthcare customers to
understand the business needs and challenges particularly influencing your operations and
the care of your patients. In recent years, the effectiveness of telecommunication solutions
has been rediscovered as a tool for healthcare.
Whether it’s traditional call center automation
or supporting new programs for disease management, INI is positioned to deliver the tools
you need. Our solutions leverage leading technologies such as speech technology interfaces,
computer telephony integration (CTI), interactive voice response (IVR) and multi-mode
communications.
Back Office Solutions
Your back office operations may not contribute
as directly to the health of patients, but their activities definitely contribute to the
health of your organization. Regardless of a team member's role, their ability to maximize
productivity directly relates to profitability.
INI provides a variety of applications that relieve
your staff from performing time consuming, mundane tasks such as fielding calls about job
openings or handling employee schedule and payroll questions. INI's Payment Reminder/Collection
application provides a cost-efficient method of following up on unpaid balances and
copays.
Payment Reminder/Collection
Following up on even low outstanding balances is
worthwhile with INI's Payment Reminder/Collection. This automated application initiates a
call that plays billing information, amounts, due dates and provides callers an option to
pay their balances by phone with a credit card.
Job Line
INI's Job Line provides an alternative method for
employees and potential employees to search and respond to job openings. The application is
simple to use and easy to maintain through your touch-tone telephone. Callers are provided
information about available jobs through a recorded message or fax. Callers can also verbally
apply for a job by filling out a pre-interview audio form.
Employee Scheduling/Time Reporting
Make it easy for your employees to check schedules
and submit hours through INI's Employee Scheduling/Time Reporting application. The time
reporting capabilities contribute to quality control for home healthcare providers by
logging the phone number of incoming calls and even checking those numbers against the
patient's phone number. This tool also provides a convenient means for employees to check
in and out of the facilities.
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Call Center Automation
Call centers provide a great opportunity to improve
customer service levels, increase productivity and save money. INI's extensive knowledge of
call center operations and processes enables us to evaluate your environment and make
recommendations that will deliver an ROI consistent with your expectations.
Med-Attendant
Patient routing services provide menuing for callers
to gain quick access to departments and/or information. Configurable menus ensure the call flow
is friendly to the callers and provides an efficient means for callers to get what they need.
By allowing callers self-service access to information, your member satisfaction will improve
and your staff workload will decrease. Med-Attendant provides an efficient and understandable
interface for administrative personnel as well, facilitating quick and easy changes to the
menu structure when desired.
Med-Locator
With INI's Med-Locator, callers can easily find
medical departments, office and staff members. Plus, you save time and effort by keeping
your busy staff members on more critical tasks. Depending on your preferences and the scope
of your organization, callers may be provided with a touchtone menu of location/staff
selections or may naturally interact with the application through an advanced speech
interface.
SureConnect™
Sometimes your callers may need to speak with a
staff member or call center agent who is handling excessive call volumes. At times like
this, it is convenient to provide callers an alternative to a lengthy hold time. INI
SureConnect™ allows callers to receive a call back rather than continuing to hold.
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Member/Provider Services
INI provides a broad base of applications that
contribute to delivering quality services to your valued members. Whether your organization
chooses one of INI's configurable applications or partners with INI for the design of a
tailor-made solution, your organization will benefit by:
Increasing member satisfaction Improving awareness and access to information, services and programs Reducing operating expenses and increasing staff productivity Increasing revenue through areas such as decreased no shows, increased
member retention, and increased debt collection
Examples of INI's configurable applications include:
Member Enrollment
Streamline your enrollment process while creating
a positive first impression with automated enrollment. New members will appreciate the ease
of providing pertinent information via an interface that uses professionally-recorded
phrases and recognizes their spoken responses to enrollment questions. Choose to have
new members call in or schedule the application to automatically call new members within
a defined time period.
Prescription Refill
Provide an efficient mechanism for members to
request a prescription refill without interrupting busy pharmaceutical staff. Options
include the ability to completely automate the process, including collecting co-payments
via credit card, and even preparing prescription labels to facilitate efficient use of
staff time.
Appointment Reminder
Increase your staff productivity and decrease
no show rates with automated reminders of upcoming appointments. In addition to the friendly
reminder, those patients who know they will be unable to keep the appointment can indicate
that at the time of the call. Since this is a time-intensive task and usually needs to be
done in the evening when people tend to be home, it has been difficult to have staff
personnel effectively perform this duty. INI's Appointment Reminder provides summary
and detailed reports, including daily reports which list the individual call results,
including information such as no answer, confirmed or cancelled. Plus, administrators
can define:
When calls should be placed How many times the call should be attempted Message format Criteria for initiating calls and delivering messages
Account Information
Ease the process of accessing account information
by providing a self-service application for members to perform activities such as:
Checking on or modifying account information Inquiring about claim status or benefit information Paying outstanding balances
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Quality of Care
Delivering quality care to your patients is job
number one. And, although INI enjoys delivering a variety of self-service applications,
we especially take pride in our ability to come alongside our clients and help them
achieve their key initiatives. INI's team of telephony experts excels at understanding
the complexities of your environment - its infrastructure, procedural and regulatory
constraints, quality requirements, and provision of information and services.
Disease Management
Patients with chronic illness account for a
substantial portion of healthcare costs, so the opportunity to reduce costs while
improving quality of care is substantial. Like INI's other products, the Disease
Management solution can be configured to meet the specific requirements of each
client. Features of the solution include the following:
Members provide information on certain key health-related indicators by
either calling in or by receiving an automated phone call. Call flows can be configured for each disease type in the system. Using Automatic Speech Recognition, data collected from the patient can
be automatically populated into a healthcare management system. Ability to contact "lower risk" patients for the purposes of
communicating Disease Management information and/or collecting patient data.
Patient Notification
Proactive communication to patients benefits
both the member and provider. Members benefit in a number of ways, such as receiving
appointment and/or medication reminders, and communications when it's time for an
immunization or to schedule an appointment. Providers are able to cost-effectively
improve the care they are extending to their members by proactively managing their
care and increasing the level and quality of provider-member communication.
INI's Patient Notification is designed as a
scalable and flexible outbound calling solution. Components of the solution are leveraged
within various Patient Notification applications. Components that are typically leveraged
for Patient Notification include:
Outcalling - Provides the ability to schedule and initiate automated
outbound calls. Text-to-Speech - Takes textual content (typically from an external database)
and converts it so that it can be delivered as speech to the caller.
Examples of Patient Notification applications include:
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Other Healthcare Solutions
Advice Nurse
Provides patients with a quick, 24x7 way to
get basic medical questions answered.
Education/Training Class Scheduler
Allows callers to request to be scheduled
for a specific course, such as diabetes education classes.
Information Hot Line
Provides access to information such as classes
offered to the staff or general public, or public announcements such as flu clinic dates,
time and locations.
Provider Plans Coverage
Allows providers and members to obtain
information about their plan. Information can include claim status, eligibility and
verification of coverage.
Refill Authorization Request
Allows pharmacists to call the appropriate
medical provider and request authorization for refills on prescriptions.
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