Achieve Efficient Care and Exceptional Patient Experiences with Innovaccer's Journey Center

Pratik Saraf
Mon 14 Aug 2023
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Meet Chris, a 57-year-old individual battling stage 1 lung cancer in the Chicago metropolitan area. Amid his treatment, he finds himself dissatisfied with his current healthcare provider's level of attention and care. Chris is grappling with limited guidance regarding his illness, available treatment options, and the most suitable path forward. Moreover, he's often left to fend for himself when scheduling appointments, intensifying his stress and frustration.

What Chris wanted, more than anything, was a concierge—someone who could help him navigate the complex landscape of healthcare, freeing him from personal administrative burdens. Stories like Chris' underlie the significant attrition rates in health systems, which currently hover around 17%. Today's patients are no longer willing to tolerate subpar experiences, as they're armed with alternatives. They want more, influenced by their experiences in sectors like e-commerce, retail, and banking.

But healthcare is very different from e-commerce. It’s personal and contextual. The coordination and handoffs between teams are infinitely more intricate, involving numerous decision pathways and branches at each stage, and an array of stakeholders. How does one orchestrate a seamless experience for a patient considering the multitude of actors, decision points, and handovers, without the presence of a human concierge?

The answer might lie in taking a leaf out of the retail playbook and creating automated journeys - but for the entire clinical experience. This notion might sound like science fiction, but it is precisely what we’ve been developing at Innovaccer. In this blog, we explore the barriers to creating a digital “concierge” in healthcare and outline how Innovaccer aims to pave the way for seamless healthcare consumer experiences.

Delivering The Ideal Patient Experience

In an ideal scenario, Chris's journey would be characterized by personalized assistance at every step. This would start with an intuitive web interface for Chris to easily search for providers aligned with his specific needs and preferences. Once Chris has selected a provider, he would be able to communicate with the health system via a variety of channels, including contact forms, phone, and email. He would effortlessly self-schedule appointments through a user-friendly interface or a direct call to the contact center.

As an existing patient, the contact center agents would have access to Chris's comprehensive clinical profile along with his web interactions, ensuring a tailored approach. Proactive reminders for upcoming appointments and informative materials preceding and following appointments would be regularly provided, empowering him to better manage his condition. Armed with essential information and resources, Chris would be able to direct his focus toward his health and well-being, unburdened by the logistical intricacies of his care.

Barriers to a Seamless Patient Experience

Despite significant technological advances, healthcare systems are still riddled with silos, causing patient data to be scattered across diverse clinical and consumer data sources. This absence of a unified, longitudinal patient record hinders the health systems' ability to deliver tailored, patient-centric experiences. 

The lack of a shared data model compels systems to rely on disparate data sources, making interactions complex, particularly when multiple vendors and IT systems are involved. This complexity fosters disconnected context across applications, an inflated tech stack, and higher IT spending.

Poor coordination and communication among care team members frequently impede the quality of care delivery due to the non-conversant nature of applications. Clinical staff caring for a patient may not be able to accurately track their care journey, leading to suboptimal care. Additionally, care teams and contact center agents may lack sufficient patient information and systems to enable proactive outreach and assist patients effectively.

Ultimately, these silos lead to a disjointed patient experience, causing clinical staff to view each patient visit or interaction as a standalone event rather than part of an overarching journey. Patients often feel lost, and staff may be unable to offer appropriate guidance for the next steps, resulting in reduced loyalty and patient attrition from health systems.

Facilitating Exceptionally Personalized Patient Journeys

Innovaccer’s Journey Center solution is built on the Innovaccer platform, uniquely capable of integrating clinical and consumer data sources to trigger and execute patient journeys. The platform’s unified data model enables a comprehensive view of patient data across all clinical and consumer data sources, removing the silos across systems and teams.

As an innovative workflow automation platform, Journey Center empowers healthcare systems to orchestrate customized health journeys that smoothly navigate across Innovaccer's array of products and external platforms through APIs. What truly sets it apart from generic marketing automation tools is the ability to take into account the clinical context and data that is essential for delivering effective and seamless patient care along with consumer data sources. 

The journeys are structured of triggers, actions, and conditions, allowing users to configure them for specific clinical domains and enroll eligible patients based on triggers or conditions. Each patient is then guided through their individual care journey, taking multiple pathways based on their interactions. The most common use cases that can be automated and standardized include:

  • Scheduling and appointment reminders
  • Follow-ups for missed appointments 
  • Assigning care plans or social assistance based on the patient's social determinants of health (SDoH) risk
  • Task assignments for engagement center agents, care managers, and more
  • Sharing relevant educational material in alignment with next steps
  • Automating post-appointment patient satisfaction surveys
  • Facilitating information dissemination to clinical and non-clinical staff across the care continuum

Key features that Journey Center provides include:

  • Access to an automation suite for workflow creation, which configures clinical journeys using triggers, actions, and delays via the Patient Journey builder
  • Integration of actions from applications like Contact Center, Care Management, and others within the healthcare CRM and Population Health solution suite through an intuitive UI and triggers rooted in both internal and external events
  • Tailored patient journeys designed for specific clinical areas such as Maternity, Nephrology, Orthopedics, and more. Customers can customize these journeys to adhere to specific protocols, automating tasks and actions across the Innovaccer product suite
  • Ability to assess journey effectiveness against predefined success metrics through comprehensive dashboards

These capabilities provide care teams with consistent access to the same patient information, enabling improved coordination and communication, resulting in a more unified patient experience. Using the solution, health systems can enhance the patient acquisition process, reduce attrition, and offer a streamlined experience to patients and employees, all while improving patient satisfaction scores and appointment completion rates.

According to Innovaccer’s internal research, journeys for Orthopedics and Maternity Care have the potential to generate additional revenue of up to $4 million in the short term for an average health system. This calculation depends on the incremental revenue from acquiring new patients and retaining existing ones across the entirety of their care journey.

The Innovaccer Advantage

The Journey Center offering is part of Innovaccer’s Enterprise CRM solution suite, which helps accelerate 1:1 patient experiences and transform patient engagement. It’s the industry's first CRM solution to deliver clinically contextualized, holistic, value-based care. The solution helps health systems:

  • Drive hyper-personalized engagement with robust segmentation
  • Improve the patient experience with contextual insights from longitudinal patient views 
  • Acquire consumers through precision-targeted touchpoints
  • Measure true campaign effectiveness and ROI across a vast array of KPIs

Innovaccer’s internal and customer data shows that healthcare organizations implementing this healthcare-specific CRM realized:

  • 5% growth through patient acquisition
  • 20% reduction in referral leakage
  • 15% improvement in patient outcomes
  • 30% higher patient satisfaction

To learn more about how Innovaccer’s Enterprise CRM can help deliver consumer-centric, omnichannel personalized healthcare experiences, visit or talk to our experts by contacting us here.


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Tags: Journey Center
Pratik Saraf
Product Manager • Product Strategy

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