The Connected Hospital touch point media

Authenticx built a platform to get to the heart of why patients are reaching out to customer service call centers, and brings to the surface real-time trends across all customer interactions. After just two months using the platform, a national hospital system surfaced the need for agent empathy training, identified the agents who needed it, and in turn, increased empathy scores by an average of 5 points.

See how they gain a comprehensive view of performance.

Authenticx uses existing telephony platforms and know how each contact center is performing.

Reduces unnecessary calls to determine what to fix.

Helps organizations learn why people are reaching out, obtaining real-time results.

Increases insights for organizations.

Uses conversational data to hear every customer’s voice and surface critical insights.


Authenticx founder Amy Brown, was the COO of a global medical insurance company and knew that her operations team had an opportunity to be a transformational insights center for their organization. Today, Authenticx brings together every customer’s voice so you can access ongoing quality and customer experience insights.
Go to BeAuthenticx.com to learn more.
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It's easy to say health care's efficiency woes should and could be improved by technology. It's another thing to do it.
With EMR inefficiency and the general barriers they represent to tech teams in health systems, it's a wonder any new health care technology makes its way into the the forefront. It certainly helps slow the process.
More often, though, we see players with solutions that occur outside the EMR, and when they do, they are often met with skepticism and additional scrutiny. When that hurdle is crossed, we see the acquisition process move at a much higher speed. So when XFERALL made its way into the forefront, its adoption began moving quickly to help clinicians identify available bed space in facilities offering services patients need. For those in the health care industry, we know that not all hospitals provide the same services. So when a hospital has patients with specific needs -- such as behavioral health -- the process of facilitating a transfer starts with clinicians searching for available beds in nearby behavioral health facilities. That's where XFERALL began making its mark.
Today, medical transfers occur on their platform as well. This episode features Shana Palmieri, co-founder and chief clinical officer of XFERALL. A licensed clinical social worker, Shana and her team devised a system that works on a smartphone or tablet app and helps quickly facilitate patient transfers between providers. The effects of this efficiency resonate throughout the community, providing better responses and processes for law enforcement who often manage transport of behavioral health patients.
See more at https://www.xferall.com/
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We talked with Nora Belcher, executive director of the Texas e-Health Alliance, whose members include some of the biggest players in health care ... not just health tech. Her board and membership includes executives from companies like Blue Cross Blue Shield, Accenture, Cerner, major hospital systems, and advocacy groups.
As if her voice needed any additional help, that portfolio of members is makes it even stronger when regulators and legislators need (welcomed or not) input on key issues where health care and technology meet.
Nora Belcher on LinkedIn: https://www.linkedin.com/in/nora-belcher-9258978/
More about the Texas e-Health Alliance: https://txeha.org/
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For a decade, the EMR has been the metaphorical thorn in the side of everyone who works in the hospital from IT leaders to other c-suite leaders.
And of course, you can't ignore the impact on physicians and other staff interacting with the the EMR system. What Illumicare has done to bring value from that inputted data might eventually be realized as a unique system that makes this period of EMR investment worth all the trouble. Their team figured out how to scrape impactful data from the EMR interface, placing key patient information in front of the provider at the point of care.
The result is a constant building up of a top-of-mind awareness on this crucial patient data. For example, their system has the ability to examine a prescription drug order and compare the price to brand alternatives. Similarly, without having to dig into the EMR, physicians can see firsthand how much radiation exposure a patient has had from imaging before ordering additional imaging procedures.
Their approach ultimately reaches into the EMR to help physicians further operationalize patient safety improvement initiatives that go beyond other important steps like hand-washing and fall reduction protocols.
We examine some of the key statistics their team has gathered over the course of the COVID-19 crisis, examining trends in length of stay as well as prescription drugs used at the beginning of the crisis compared to recent days.
Check out more information on their website at https://www.illumicare.com.
See more about Illumicare CEO GT LaBorde at https://www.linkedin.com/in/gtlaborde.
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There was a time in the not so distant past when any conversation in a hospital that involved the mobile technology was immediately dismissed. The thought at the time was that vulnerable and elderly populations weren't mobile-savvy.
As baby boomers hang on every Facebook political post and grandbaby selfie, we know that's no longer the case. And hospitals are moving forward to ensure their mobile game is relevant.
See more about Mobile Smith at https://www.mobilesmith.com/
Our guest is Bruce Kennedy, Mobile Smith VP of provider development.
See more about him at https://www.linkedin.com/in/bruce-kennedy-611a7812b/
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We talked with Kat McDavitt in early 2020. You might recall that part of 2020 when the world had yet to be gripped by COVID-19, an embattled public discourse hadn't taken into the streets on a variety of social change issues, and we were just beginning a bitter presidential election cycle.
What has not changed since then, however, is the need for outreach and engagement at hospitals as they maintain operations and focus on how to meet goals and service their overall missions.
In this episode, we talked with McDavitt about the tricky landscape of engaging hospital leaders in B2B messaging and how to conduct marketing operations that speak to a target audience's needs.
See more about McDavitt at https://www.linkedin.com/in/katkovalchikmcdavitt/
More information about Collective Medical is available at https://collectivemedical.com/
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