New York, NY, USA, March 7, 2018 -- NYU Langone Health announced the launch of a clinical affairs patient access center platform that streamlines and optimizes the way call center agents interact with patients. The new platform provides agents with a holistic and customized view of a patient's needs by providing access to both Salesforce Health Cloud and the electronic health record through real-time integration.
The new platform was conceptualized by Andrew Rubin, vice president for clinical affairs and ambulatory care, NYU Langone, and Nader Mherabi, senior vice president and vice dean, chief information officer, NYU Langone. It was developed and implemented through a collaboration between the clinical affairs and information technology teams at NYU Langone in partnership with Salesforce, Cisco, and Mulesoft.
"Today's patients expect a higher service standard and our patient access center is critical to meeting that expectation," said Rubin. "Working together, we've developed a platform that empowers our agents, provides improved patient access, and demonstrates our ongoing commitment to excellence."
"NYU Langone is proud to be the first medical center to create and implement this proprietary new platform at our patient access centers, significantly improving the way patients communicate with our health system, leading to a highly personalized and more seamless patient experience," said Mherabi. "This new advance provides unprecedented real-time access to health records, facilitating a more meaningful connection between the hospital and patient. Until now, this real-time integration has not yet been achieved in healthcare."
The new clinical affairs patient access center platform, leveraging the Salesforce Platform, will enable NYU Langone's agents to have more individualized and informed interactions with patients.
The first phase of the program was launched for the NYU Langone Huntington Medical Group in February 2018, and will be implemented across NYU Langone's inpatient and outpatient locations by the end of the year. In the future, the new system will be optimized to include chat functionality and video features.
"At NYU Langone we receive upwards of 2.2 million calls per year, and because of the high volume of calls, we need our patient access center agents to have patient information at their fingertips quickly, to more effectively communicate with patients," said Suresh Srinivasan, chief technology officer at NYU Langone. "This represents a major step forward in our ability to help patients each time they get in touch with the medical center, while enabling significant cost and time savings."
Posted by Veronica Silva Cusi, news correspondent
About NYU Langone Health:
NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. Included in the 200 locations throughout the New York area are five inpatient locations.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Friday, March 9, 2018
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