Taking good care of the health consumer

In this era of expanding accountable care, population health and individual coverage, the healthcare industry is more focused than ever on reaching, engaging and activating the health consumer. Nuance is here to help.

Time for a patient experience check-up

As healthcare organizations look for new ways to involve patients in managing their health, consumer expectations for self-service, real-time engagement and an enhanced experience have increased dramatically.

Nuance leverages an automated, cross-channel approach that includes outbound messaging – engaging patients and members through voice, text, email or smartphone push – plus Natural Language Understanding, virtual assistants and voice authentication to improve the patient experience. Our HIPAA-compliant solutions boost quality measure compliance, improve medication adherence, streamline health plan enrollment and more – all while containing call volume and costs for more than 100 leading healthcare organizations.

Providers

Caring for the patient experience

Providers are seeking to rein in costs through an accountable care approach centered on prevention and support for the chronically ill. As the focus moves to involving patients in managing their health, expectations for a rich consumer experience and streamlined self-service have increased dramatically – forcing medical groups and hospitals to spend millions of dollars on live agents, nurses and technology to engage with patients.

Your challenges. Our solutions

How do you scale to reach large, diverse populations without sacrificing patient experience and brand consistency? With Nuance’s cross-channel approach to patient engagement.

Most patients aren’t proactive about managing their health, creating gaps in care that must be addressed. This can make it hard to improve compliance with clinical quality measures and thus maximize program incentives.

Nuance automated outreach solutions help you quickly and easily engage patients based on their preferences – voice, text, email or smartphone push – enabling them to schedule quality measure-related services such as mammograms and diabetic eye exams. Or, alert a patient to the availability of lab results on your patient portal, thus enabling them to view online or download their health information. Voice authentication and speech recognition ensure a HIPAA-compliant and streamlined patient experience.

The cost of hospital readmissions is staggering – $26 billion for Medicare patients alone – and 65% could have been avoided with proper post-discharge compliance. CMS is continuing to increase penalties for hospitals with high readmission rates, as well as expand applicable conditions.

Nuance addresses the issue of scaling patient follow-up with post-discharge automated assessments that engage the patient, assess their adherence and condition and then transfer for appropriate intervention as needed. Voice authentication ensures HIPAA-compliance, as patients use Natural Language Understanding to answer best-practice questions about medications, follow-up appointments and more.

Missed appointments are an expensive problem for physician groups, resulting in millions of dollars of lost revenue annually. Nuance automated outbound reminders can greatly reduce these losses by enabling patients to confirm or reschedule appointments through channels they prefer, whether voice, text, email or smartphone push.

Nuance Natural Language Understanding and voice authentication solutions enhance the patient experience and ensure HIPAA-compliance. The bottom line: Better self-service containment that frees agents for more complex calls.

Payers

Enhancing member service while containing costs

Health plans have a front row seat to the “consumerization” of healthcare. An increase in individual coverage through the exchanges, Medicaid and Medicare Advantage, plus more member touch points due to chronic disease and other programs, means your solutions must meet consumer expectations and contain contact center costs. Members now demand cross-channel self-service, automated outreach through voice, text, email and smartphone push, conversational speech technology and intuitive, streamlined authentication.

Your challenges. Our solutions

Nuance provides intelligent digital customer service solutions for more than 30 health plans – reducing operational costs while engaging members with the same experience they get from other industries.

Enrollment is often the first step in building a relationship with your members. But traditional strategies such as mailings and calls from agents have a high cost and don’t scale well.

Nuance automated multi-channel outreach solutions are proven to boost enrollment by 50% – at 25% of the cost of live calls. Plus, voice authentication and Natural Language Understanding capabilities get interactions off to a positive start.

The advent of public and private exchanges, as well as Medicaid expansion, have organizations seeking innovative ways to scale outreach, contain inbound calls and keep operating costs in check.

Leverage outbound multi-channel messaging to apprise applicants of their status and deflect inbound inquiries – including receipt, review, missing information and welcome – or confirm a navigator appointment. Voice authentication streamlines HIPAA-compliance, natural language technology improves the member experience and virtual assistants increase conversion rates while helping prospective members find exactly what they need.

Most members aren’t proactive about managing their health. This can make it hard for health plans to increase HEDIS and STAR measure compliance and improve adherence to chronic disease programs or medications. While member engagement is everyone’s answer to this issue, how do you put it into practice effectively and efficiently?

Nuance automated member outreach solutions help motivate members to schedule quality measure-related services, such as mammograms and diabetic eye exams, or refill their prescriptions. Boost health risk, medication compliance and clinical parameter assessment completion rates by leveraging automated outbound assessments equipped with natural language technology and voice authentication. The bottom line: healthier outcomes for your members and more time for care managers and agents to handle complex cases thanks to reduced call volume.

Population health

Managing the solutions that manage your members

Population health management is at the center of an accelerating emphasis to support those with chronic conditions – keeping the at-risk well and avoiding expensive, unneeded utilization. While this requires expansive member reach and engagement, how can organizations possibly scale to reach 117 million chronically ill Americans? To keep pace, population health programs need a reliable, cost-effective way to help members proactively manage their health.

Your challenges. Our solutions

Nuance automates member outreach across channels – voice, text and email – to improve reach and engagement while freeing care managers and health coaches to work with those most in need.

Enrollment is often the first step in building a relationship with your members. But traditional strategies such as mailings and calls from agents have a high cost and don't scale well.

Nuance’s automated multi-channel outreach are proven to boost enrollment by 50% at 25% of the cost of live calls, with voice authentication and and natural language understanding getting the interactions off to a positive start.

Most members aren’t proactive about managing their health. This can make it hard to keep them compliant with recommended preventive care, prescriptions and even healthy lifestyles. While member engagement is everyone’s answer to this issue, how do you put it into practice effectively and efficiently?

Nuance automated multi-channel outreach solutions help motivate members to schedule services such as diabetic lab tests and eye exams, refill prescriptions or eat healthier. And the use of Natural Language Understanding and voice authentication enhances member experience and streamlines security. The end result: A scalable solution that engages members, drives adherence and frees your nurses and health coaches to focus on the highest quality discussions with the highest risk members.

A leading population health vendor estimates that care managers can only reach 22% of chronic members. So how do you reach the other 78% – while helping nurses cut simple yet time-consuming tasks from their responsibilities?

Nuance automated voice and text assessments efficiently and thoroughly determine risk while collecting biometric and adherence data. Voice authentication helps ensure HIPAA-compliance and Natural Language Understanding enables members to easily answer questions. The bottom line: Increased assessment completion rate, healthier outcomes for your members and more time for care managers and agents to handle more complex cases.

The bottom line is an increased assessment completion rate, healthier outcomes for your members and more time for care managers and agents to handle more complex cases.

Pharmacy

Engagement that’s anything but generic

Pharmacy benefit managers and retail pharmacies face a myriad of challenges, from members demanding a retail consumer experience to generic and mail order conversion, with constant pressure on contact center and operations to efficiently handle it all.

Your challenges. Our solutions

Nuance automates the prescription management process and offers self-service containment solutions that create an enhanced, cross-channel experience – across web and mobile platforms – to deflect up to 40% of incoming calls.

Nuance virtual assistants provide immediate support to website and mobile visitors, routing them to appropriate self-service options such as refills and generic and mail order options – with a 90% cost savings over inbound calls. Voice authentication and Natural Language Understanding capabilities take further pressure off of your contact center hold and queue times by streamlining HIPAA-compliance and enabling an easier route for your members to address their needs through self-service.

Whether an order status, a prescription reminder or setting a delivery date for temperature-sensitive medication, proactively engaging members through text, voice, email or smartphone push creates a great experience while relieving the burden of calling you for information.

In addition, high-value transactions – such as brand-to-generic, retail-to-mail or auto-refill – can reach more members and engage them through the channel of their choice. Voice authentication and Natural Language Understanding capabilities help ensure a conversational, HIPAA-compliant experience.

An estimated one-third to one-half of all people in the US fail to take their medications as prescribed. The primary reason? They simply forget. Leverage Nuance automated multi-channel outreach solutions along with natural language adherence assessments and reminders to reach more members, nudge them toward compliance and more effectively and efficiently determine adherence levels.

Healthcare expertise in action

See how we've helped industry leaders drive real-world results.
Whitepapers

Maximizing adherence: A study of effective population health outreach
Discover the most effective ways to reach and engage members and patients to measurably change their behavior in this comprehensive study of 1000 health consumers.

7 imperatives to improve clinical quality measures through patient engagement
Leveraging these essential steps will allow payers to develop a comprehensive member engagement strategy.

Proactive patient engagement: are providers doing enough?
New research reveals that healthcare organizations aren’t yet achieving proactive engagement with their patients.

Spotlight

Healthcare companies enhance customer service
Industry spotlight on how healthcare companies are using natural language to improve self-service and reduce costs.

Case studies

Leading Pioneer ACO
Read how this healthcare provider enhanced patient experience and improved key metrics.

A leading population health management company
Read how Nuance helped this company enroll more members and lower operational cost, while achieving a 700% increase in engagement.

Smarter Strategies for Managing Call Volume
See how eHealth stemmed rising call volume and satisfied customers with automated voice and text outreach.

Video

Blue Cross and Blue Shield of Minnesota
Learn more about Blue Cross and Blue Shield of Minnesota's vision for customer care and how Nuance is playing a critical role in defining their multi-channel strategy and helping them deploy innovative and intuitive self-service systems

Professional services

Experienced support for exceptional results

Get the most from your investments by engaging Nuance for professional services that transform technology into intelligent solutions. We’re working with more than 100 leading healthcare organizations to improve contact center efficiencies, automate outreach and enhance the customer experience. All while lowering the costs to deliver service. We know your business – so you can focus on taking care of your patients and members.

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