Rely Health, Population Health Outreach Call Center Programs

Problem

Care coordination and patient navigation are pivotal in modern healthcare systems, serving to streamline patient care management across diverse settings and services to reach and address entire populations. Despite significant federal investment in data collection, there remains a critical gap: transforming this data into actionable steps that facilitate real change and improve patient outcomes. This "So What?" dilemma underscores the inefficiency of merely collecting data without leveraging it to enhance patient care.

Solution

Rely Health offers an advanced navigation infrastructure platform designed to revolutionize call center-based care coordination. By leveraging conversational generative AI, Rely Health automates client engagement with AI-driven phone calls initiated by real-time data. These calls efficiently handle low-acuity tasks autonomously while escalating high-acuity needs to human care navigators through a branded web interface. During the design phase, a dedicated content engineer works closely with your team to customize the AI agents to meet your specific needs. This model significantly reduces the costs associated with care coordination and navigation call centers, allowing for seamless scalability based on funding or environmental parameters.

• CRM for Workflow Enablement and Status-Driven Follow-up: Central to the platform is a sophisticated Customer Relationship Management (CRM) system that facilitates seamless patient care navigation / care concierge intervention. It ensures necessary follow-up actions are taken, based on the automated outbound calls and their responses.
• VoIP Interface for Autonomous and Auditable Calls: Utilizing a state-of-the-art Voice over Internet Protocol (VoIP) interface, the platform conducts secure, regulatory-compliant AI phone calls. This interface is essential for executing autonomous patient conversations for low-acuity tasks, with a complete audit trail for all interactions.
• Analytics Interface for Data-Driven Insights: The advanced analytics interface transforms vast amounts of data into actionable insights. It supports customizable dashboards and analytics, tailored to the diverse needs of leadership teams, driving informed decision-making and strategic improvements.

Product Demo

• Rely Health Demo, AI Phone 1 (Post ER Visit - PCP Placement)
• Rely Health Demo, AI Phone 2 (Scheduling)

Cost Effective

Current Cost Center: The annual cost for outbound call operations stands at $75,000, covering the journey from outbound call initiation to the expected outcome (e.g., scheduling an appointment). Currently, 45% of this time is allocated to manual phone-call engagements, costing $47,250 annually for 2,400 calls, equating to $20 per successful engagement.

Solution with Rely Health: Rely Health proposes a hybrid AI-Human program that fully automates the 45% of time previously spent on manual calls. This automation reduces the need for labor capital to navigate and manage the patient population. Consequently, labor costs are lowered while maintaining high-quality follow-up and patient engagement. Our approach optimizes engagement costs, enhances efficiency, and ensures no patient is lost due to inadequate follow-up or poor experience.

Contact Rely Health to optimize your Care Navigation.