Market :: Contact Centers

HealthLibrarian can be easily integrated with contact center's software to provide valuable, personalized information to callers. HealthLibrarian's capabilities can be integrated into all types of customer contact handled at the Contact Center: telephone calls, video calls, Web calls, e-mail, and chats.

Please download the white paper HealthLibrarian and Contact Centers for more details, including a clearly defined set of requirements.

Use Case

The target usage scenario is as follows:

1. A Caller places a phone call to a Contact Center looking for information related to a medical condition
2. Either the CSR ("Customer Service Representative") or the VRU ("Voice Response Unit") will collect the Caller's relevant information: sex, age, location, disease(s) and drug(s) of interest. For this example: adult male, 45 years old, Miami-Dade county, FL, has diabetes, and takes Amaryl
3. At the CSR's command, or through the VRU, a query will be sent to HealthLibrarian's servers with these parameters: "Adult male 45 Miami-Dade FL diabetes Amaryl" (please notice that no Personally Identifiable Information is ever sent to HealthLibrarian’s servers).
4. The HealthLibrarian servers will conduct a semantic search on their databases to obtain information relevant to the Caller's sex, age, location, disease(s) and drug(s) of interest.
5. The CSR will be presented (via a screen pop) with all the relevant information provided by HealthLibrarian, including: clinical guidelines for the treatment of the target disease ("diabetes"); adverse events related to the chosen drug ("Amaryl"); relevant patient education materials (guidelines); full product label for the chosen drug, both in English and Spanish; and more.
6. HealthLibrarian will also flag if the Caller qualifies for clinical trials in his local area.
7. The CSR may have the option to save the information provided by HealthLibrarian as part of the Caller’s record. And to send the Caller a PDF file with more information.
8. Note: This Use Case is also applicable when the Transaction takes place both via Internet chat and via e-mail.

Expected End Result

We expect that HealthLibrarian's integration with a Contact Center could improve the delivery of care, enhance patient outcomes, potentially increase reimbursement rates, and should be minimally disruptive to the operational flow of the Contact Center's operations.

These are the specific areas where an integration between HealthLibrarian and a Contact Center's software platform could deliver value to all stakeholders:

• Access to high-quality data
• Controlled access (don't allow CSRs to roam the Internet)
• Immediate ROI
• Improve CSR's education
• Facilitate patient's education
• Access Spanish-language information
• Increase enrollment in Clinical Trials

HealthLibrarian and 211 Call Centers

211 operators provide Information and Referral ("I&R") services, defined as the art, science and practice of bringing people and services together. There are 187 active 211 systems in the US.

As of April 2009, 2-1-1 serves over 240 million Americans (more than 80% of the entire population) covering all or part of 46 states (including 33 states with 90%+ coverage) plus Washington DC and Puerto Rico. The remaining states are all in various stages of planning and implementation. Every few weeks, these coverage numbers increase. Source: http://211us.org/status.htm

Take a look at the 211 US coverage map.
Source: http://211us.org/documents/2-1-1%20Coverage%20Map-April%202009.pdf

HealthLibrarian and Healthcare-focused Contact Centers

HealthLibrarian can also be useful to healthcare organizations that operate call centers. Most large insurance companies operate Disease Management call centers, and there are multiple institutions offering nursing assistance to their members over the phone.

HealthLibrarian can be integrated with Customer Service Representative ("CSR") software. Operators will then be able to:

• offer better answers to callers
• potentially lower hospital visits
• deliver quality information

There are over 30 health call centers accredited by URAC (see http://www.urac.org/directory/DirectorySearch.aspx ):

“URAC Health Call Center standards apply to organizations providing triage and health information services to the public when conducted by telephone, via Web site or other electronic means. The standards assure that registered nurses, physicians or other validly licensed individuals perform the clinical aspects of triage and other health information services in a manner that is timely, confidential, and includes medically appropriate care and treatment advice. In 1999, the California legislature passed a temporary statute accepting the URAC Health Call Center standards on behalf of consumers in their state that remains in effect until the California Department of Consumer Affairs creates its own standards.”