Overview

The client is a large, well-known HMO with a reputation for innovation. Their focus on improving patient and provider experiences led to a desire to explore virtual assistants to automate and streamline heavily manual processes. They partnered with Genzeon and Nuance to develop a new virtual assistant to help providers manage and review patient questionnaires. Based on clinical rules, specific types of questionnaires were securely sent to patients, and the responses were analyzed through natural language processing (NLP) with the final results integrated into the EMR as a clinical note. This was well-received in the provider community and resulted in approval of additional projects to expand virtual assistant functionality to other clinical areas.

Industry

Healthcare

Challenges

• To demonstrate ongoing commitment to innovation in healthcare using new technologies to improve patient and provider experience.

Solutions

• Developed a voice-driven virtual assistant with NLP and automated integration with EMR.

Benefits

• Demonstrated the viability of virtual assistant and NLP technology to improve clinical workflows and to reduce administrative burdens on providers.