Muthu Alagappan, MD, Medical Director at Notable Health

The COVID-19 pandemic has caused an unprecedented shiftinthe way consumers view and access a variety of goods and servicesandhealthcareis no exception.Recent studiesshow that many patients, including vulnerable populations likethose living with cancer, are delaying recommended care and proceduresand will continue to do so for at least several months amid fears over the safety ofin-personvisits.Inresponse, reports of providers adapting to offer carevirtuallyare all the more commonplace, with almosthalf of physiciansnow treating patients through telemedicine platforms, up from just 18 percentin2018.

These trends have solidified virtual care as a mainstay, and as a result, the virtual visit has become a commoditya service that can be provided by many capable vendors. However, the logistics that power the adoption of virtual care are often overlooked. Ashealthcareadministrators turn to telemedicine to resume non-urgenthealthcareservices, we must ensure that best-in-class technology solutions are utilized to improve the virtual careexperiencefor providers, clinical staff, and, importantly, patients.

Health systems and their networks face significant operational issues when delivering careina remote setting, due to the range of potential interactions and diversity of devicesadding to the already recognized administrative burden that comes with routine patient care. With each patient visit comes over a dozen manual tasks, including patient intake and registration,in-visit clinical note writing, as well as back-office billing and claims processing. The virtual visit adds even more steps, such as helping patients access the appropriate technology for a two-way video interface or sending custom links to a virtual waiting room at the right time.

Facilitating a seamless virtual careexperiencebefore, during, and after a patients visit should be top-of-mindparticularly as patient expectations have heightened andhealthcarehas progressed towards a technology-enabled future. Fortunately, theautomationof operational workflows can helphealthcareadministrators smooth the friction around conducting virtual visits at scale.

Intelligentautomationextends our capacityinhealthcareby enabling us to do more with the same workforce and technology infrastructure.Infact, digital medical assistants can use artificial intelligence to automate repetitive, cognitively tiring, and error-prone tasks. This technology can support the influx of virtual visits by offloading administrative processes, such as co-payment collection, clinical documentation, and pre-population of common clinical orders.

For patients not as familiar with digital interactions and the variety of telemedicine modalities, which can include platforms like Amwell, Doctor on Demand, and Teladoc or video conference solutions like RingCentral and Zoom, participatinginvirtual visits can be a daunting change. Additional technological challenges associated with virtual care can resultinheightened frustration, increased no-show rates, or decreased activation, so maintaining patient engagement throughout the patient journey is even more importantina virtual environment. Digital medical assistants can automate appointment reminders, offer detailed setup guidance for patients, and provide just-in-time virtual visit links to ensure patients and providers can make the most of their time together.

The COVID-19 pandemic has also introduced new variables and risks that patients, providers, andhealthcareinstitutions at-large must consider when seeking and delivering care. Until recently, it was a relatively straightforward process to determine where a patient should receive routine care. Now given the risk of disease spread, providers find themselves considering which patients to see when to see them and whether to see themvirtuallyorin-person.

This creates additional complexityindetermining when to schedule patients andinwhich medium to conduct the visit. Platforms that leverage intelligentautomationcan help clinical teams to pre-screen all scheduled patients, collect a thorough medical history, intelligently segment patients into risk cohorts and triage each cohort to an individualized destination, be it a return toin-personcare or a virtual environment.

Inthe virtual exam room, things also look a little different. From the providers perspective, one of the oft-cited drawbacks of virtual visits is the limited ability to measure vital signs, perform a physical exam or order point-of-care diagnostics. At-home diagnostics, wearable devices and remote patient monitoring tools allow providers to collect continuous clinical data that can be gathered asynchronously and quickly, resultingina more comprehensive picture of a patients health. Further, platforms that use intelligentautomationalgorithms to organize data collected across the care continuum can parse these data streams to identify at-risk patients and then automate outreach and care management to follow clinical care pathways.

The COVID-19 pandemic has given us a unique opportunity to reimaginehealthcareusing a modern suite of technology for patients, providers and staff that does away with outdated and inefficient processes. But we also have a responsibility to replace them with solutions that improve digital experiences by supporting patients before visits, automating repetitive workflows, and parsing large amounts of data to support clinical decision-making.

Combining intelligentautomationwith virtual visits creates a powerful tool to efficiently manage patient populations and offer anexperiencethat feels intuitive while enablinghealthcaresystems to do more with less. By accelerating the digital transformation ofhealthcaretoday, we can position ourselves for a future of increased capacity, decreased overhead, and improved quality.

Muthu Alagappan, MD, is an attending physician at Massachusetts General Hospital, a trained engineer, and medical director atNotable Health, ahealthcareexperienceautomationcompany.

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Virtually or In-Person, Automation Improves The Healthcare Experience - HIT Consultant