Bridging the communication

gap with patients from

every generation.

Bridging the communication

gap for patients from

EVERY generation.

Bridging the communication

gap for patients from

EVERY generation.

Overview

Intelligent Contacts facilitates communication between healthcare providers and patients

from every generation. Every patient has different communication styles and preferences.

Most Baby Boomers prefer a more personal touch, while Gen Xers enjoy “do it yourself”

independence, and for Gen Y and Millennials a smartphone might as well be a prosthetic

appendage. With these differences in style, how do providers make every patient feel

special?

The Intelligent Care solution combines voice, text/SMS, email, and web self service

technologies to provide the perfect balance of automation and personal touch utilizing the

communication channel each patient prefers without overburdening staff. Matching

communication channels with patient preferences engages the patient and makes them feel

more connected to the provider, more valued, and “cared for”. It puts them in control and

patients respond by relating higher overall satisfaction. Patients express they feel more

nurtured and supported. In short, they report that they received a higher level of care.

Intelligent Contacts solutions are delivered via Software as a Service (SaaS) which means no

capital expense, no hardware required, and no additional burden on IT staff.

Intelligent Care

An all-in-one, fully hosted contact

solution that bridges the

generation gap and facilitates

meaningful communication

between healthcare providers

and patients in the way they

prefer to be contacted.

Personal 1-to-1 contact

Automated message delivery

Personalized voice messages

Multilanguage IVR System

Text/SMS notifications

Automated checkup calls with

link back to patient services

Patient satisfaction surveys

Electronic bill presentment

Patient self-service portal Healthcare professionals know how

stressful the thought of an operation or

specialist visit can be for patients as

well as their loved ones. The Intelligent

Care solution is designed to ease the

anxieties and concerns of patients and

their families while making surgery and

specialist appointments as convenient as possible. The Intelligent Contacts predictive

dialing system calls patients and connects them with the hospital’s Centralized Scheduling

Team optimizing both patient and hospital representative’s time.

Intelligent Contacts increases contact rates 300% vs manual calling and 27% over other

predictive dialers. The software easily imports call lists and other data to make

registration campaigns successful and integration with several major scheduling software

packages is available at no charge. Appointment reminders are delivered to patients via

their preferred communication method including - voice reminders, text/SMS messages, or

Patient Scheduling and Pre-Registration

34% of consumers think health providers do a good job of capturing their communication preferences according to Forrester

34%

66%

Internal Communication

Intelligent Contacts is great for patient communication, but it works just as well to get the word

out to internal staff and more. Our clients use IC solutions within their organizations for:

Post Discharge Follow Up

Preventing unnecessary readmission is a challenge due to the complexity of diseases and social

situations. Most hospital stays are short. After discharge continued healing is dependent on the

patient and family care givers following instructions they may or may not have completely

understood. Unfortunately many patients lack the

support they need for optimal recovery at home. Left

alone patients are often confused about medications,

therapy, and follow up procedures, and all too often

make their best guess without asking their provider.

While there is no one perfect solution, Intelligent Care

includes multiple components each playing a key role in

patient care and promoting recovery.

Live Voice: Ideal for patients at high risk of readmission, Intelligent Contacts predictive dialer

fills the need of connecting patients with nursing staff, social workers, case managers, or

volunteers by managing inbound and outbound call campaigns. 300% more productive

than manual dialing, IC maximizes staff productivity without sacrificing a personal touch.

Automated Message: An effective follow up for many patients is an unobtrusive message.

After receiving a message, patients report higher satisfaction and report feeling that the

provider is more concerned about their long term health. Messaging puts the patient in

control by giving them an opportunity to instantly connect to a live person if they have a

question or need assistance. The call is perceived as friendly contact if things are going well.

Text/SMS Message: Many patients under 30 communicate extensively via text message.

Texting has proven to be an incredibly effective follow up tool and the IC SMS solution

supports instant two way communication. In addition to simple messages, staff can include

web links to post discharge instructions, worksheets, and other helpful information. Like

voice messaging SMS puts patients in control of communication without interruption while

adding a friendly way to communicate in the way they prefer.

E-Mail: Easily send patient reminders, follow up referrals, and informally check up on their

recovery progress. Email is the ideal channel to provide web links and easy access to care

instructions, therapy worksheets, notes, e-cards, preventative care information, and

newsletters. The IC email system is also the perfect way to solicit patient feedback through

surveys and easily measure patient satisfaction.

Patient Reminders

Missed appointments are costly and time is the one resource that

can never be recovered. Staff time is incredibly valuable also and

using them to make manual reminder calls is inefficient. Intelligent

Care includes automated voice, text, and email reminder tools for

friendly and efficient patient reminders. Communicate to patients in

the way they prefer to hear from you. Make “no shows” a thing of

the past and keep staff focused on their high value responsibilities. Intelligent Care

Feature Highlights

Unlimited agents/representatives

Unlimited ACD groups and teams

Fully blended inbound/outbound

Intelligent call routing including

skills based routing

Full call recording and logging

Patient opt-in to talk to rep

Personalized Messaging

real human voice + full automation

Text to Speech Messaging

many voice choices + full automation

Multilanguage IVR system

SMS/Text Messaging

Free to end user text messaging

Employee Communications

Emergency Notifications

Fill Shift Vacancies

Non-Profit Fundraising

New Job Openings

Proactive Recruiting

97% of text messages are read, and almost all of those are read within 5 minutes from receipt according to Pew Research.

Education about

Assisted with

Follow up

Symptom

Fol-

Help with

Post Discharge

50% of post discharge calls resulted in nurses assisting patients during a recent case study.

How did they help?

5600 Tennyson Parkway

Suite 275

Plano, Texas 75024

Office: 1-800-214-7490

Fax: 972-674-2940

Intelligent Contacts

Intelligent Payments Electronic Bill Payment and Payment Processing for Healthcare Providers

A 2015 study reports that 89% of household bill payers bank online and 73% utilize online bill pay.

Present customers with electronic bills they can pay from directly or point them to your fully custom

branded web portal to make a payment. Easily schedule recurring payments using credit/debit cards or

ACH. Electronic billing lowers DSO, increases customer satisfaction, immediately reduces overhead, and

eliminates the hassle and expense of paper. Best of all, electronic payments speed cash directly to your

account and help avoid potential A/R issues. SSAE16 and PCI Certified, HIPAA Compliant.

All Payment Channels, One Source

Intelligent Payments gives hospitals and healthcare providers the ability to

accept all card and check payments online, over the phone, via mobile

devices, multilanguage Payment IVR, and of course, in person. Payments

from all channels are accessible in a single online gateway with complete

reporting, comprehensive search options, and instant export capability.

A true payment partner, Intelligent Payments alleviates the majority of the

PCI compliance burden around card storage by securely storing payment

data in our vault, and administers a PCI program for all merchants for easy

compliance. Payment solutions are compatible with all CRM, practice

management, and financial management software and a number of real

time software integrations are available.

Debit / Credit Cards

HSA / FSA Cards

Electronic Check

Electronic Cash

Branded Payment Website

IVR Payment System with multilanguage capability

Mobile Payments

Electronic Billing

E-Statements + online access

Online Self-Service and Settlement

Intelligent Negotiator is a user friendly patient self-service solution that can manage accounts from the first bill to

“early out” and all the way through the collection process. This web portal does everything a live customer service or

collection representative can do with no human intervention required. It takes immediate payments, sets up payment

arrangements over time, works out discounted settlements, and even schedules recurring payments.

Intelligent Negotiator gives patients the feeling of control over their payments, while in reality, control remains safely within the finance

department because the website always follows your business rules. Recovering dollars 24x7x365, the site protects your hard earned

reputation through “soft” collections and maintains strong customer relations. Continuing the overall trend of great communication,

Intelligent Negotiator allows payers to easily opt-in to automated reminders sent via phone, text, and e-mail.

Comprehensive integrated payment