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A Virtual Concierge: Staffing Your Digital Front Door with AI Web Assistants

A Virtual Concierge: Staffing Your Digital Front Door with AI Web Assistants

Summa Health's CIO, Elbridge Locklear, provides a behind-the-scenes glimpse into their journey to "staff" their Digital Front Door with AI web assistants, including best practices and learnings from the process.

Featuring:

  • Elbridge Locklear, SVP & Chief Information Officer at Summa Health

Session Highlights

Elbridge Locklear, SVP and Chief Information Officer at Summa Health, delves into the organization’s journey towards revolutionizing their digital front door experience. Locklear reminisces about the early 2000s when the surge of smartphones, smartwatches, and fitness apps prompted a desire for increased customer engagement and self-service options. This marked the inception of the digital front door as a pivotal initiative for companies aiming to enhance productivity while cutting costs.

Pioneering the Digital Front Door in Healthcare

In the realm of healthcare, the digital front door encompasses a network of touchpoints connecting patients, providers, and payers. Its primary objective? To augment access to care. Locklear introduces an intriguing concept – the “digital backdoor,” tailored for patients with higher acuity levels seeking continuous monitoring and heightened support. This nuanced approach reflects Summa Health’s commitment to cater to a diverse range of patient needs.

Revamping Summa Health's Digital Presence

Post-COVID, Summa Health confronted the challenges of delivering adequate access to care. Recognizing the limitations of their patient portal, Locklear and his team resolved to integrate AI-driven web assistants. They turned to Hyro and later incorporated Spot, the GPT-powered site search assistant, leveraging cutting-edge technology to streamline patient interactions. This strategic move not only optimized resource allocation but also enriched the patient experience.

A Data-Driven Approach: Implementing AI Web Assistants

Summa Health’s adoption of Hyro’s AI assistant and subsequent integration of Spot marked a significant milestone. These initiatives were underpinned by a data-driven strategy, emphasizing targeted use cases and accurate data for maximum efficacy. Locklear shares key metrics, demonstrating the substantial impact of AI on patient interactions. The reduction in informational calls to the contact center illustrates the tangible benefits of this technology.

Charting the Course Forward: AI in Remote Patient Monitoring

Locklear acknowledges the potential of remote patient monitoring and underscores the importance of physician engagement. While Summa Health has made strides in this domain, there remains a cultural shift required to fully harness the benefits. He envisions a future where AI-driven healthcare technology seamlessly integrates with EHR data, enabling personalized and efficient patient interactions. This forward-thinking approach aligns with Summa Health’s commitment to providing comprehensive and patient-centric care.

Lessons from the Digital Transformation Journey

As Locklear reflects on the journey, he imparts invaluable lessons for organizations venturing into the realm of AI-driven healthcare technology. He emphasizes the significance of commencing with a specific use case and closely monitoring data to gauge effectiveness. Furthermore, Locklear stresses the need for targeted education to equip teams responsible for patient experience. By narrowing the scope and meticulously implementing AI solutions, organizations can unlock the full potential of this transformative technology.

Cultivating Patient-Centric Innovation: Summa Health's Vision

In conclusion, Elbridge Locklear’s presentation unveils the transformative power of AI-driven web assistants in revolutionizing healthcare’s digital front door. Through strategic implementation and a data-driven approach, Summa Health has significantly enhanced patient engagement and access to care. The organization’s forward-looking stance towards remote patient monitoring and integration with EHR data reflects their commitment to delivering personalized and efficient healthcare experiences. This visionary approach sets a standard for organizations seeking to embrace AI-driven innovation in healthcare.

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