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Digital Health

Digital Health & Call Center Automation

Deliver a high quality, differentiated experience for your patients, consumers, and providers
Talk to an expert
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Broadly defined, Digital Health is the intersection between healthcare and technology. It is how care providers connect, communicate, and manage relationships with patients, families, and communities. It is also how technology (and the data within) is leveraged to deliver safe, quality care efficiently to broader populations with improved outcomes. However you define it, you need a clear strategy and tactical plan to achieve and evolve it.

Call center automation is also advancing patient access and satisfaction.  Strategically deploying new capabilities made possible by recent developments in AI can improve performance across many metrics.

Challenges

Most healthcare organizations need help understanding their current Digital Health and Call Center Automation capabilities and developing a strategic roadmap that will enable them to deliver a differentiating, consistent, and value-based patient experience in the future. Challenges often include:

  • Lack of an integrated digital strategy
  • Cost-effectiveness and sustainability of digital solutions
  • Enabling all of the above while keeping data safe and secure
  • Limitations of system interoperability or lack of standards
  • Outdated call center infrastructure and lack of automation
  • Call center turnover and high labor costs
Value Delivered

Easier access

and more affordable care for patients

Increased efficiency of care delivery

through scalable solutions

Reduced costs

through automation

Better alignment

of resources to needs

Greater coordination

between providers, suppliers, and health insurance

How We Deliver Value

Impact Advisors offers a proven model for assessing and building upon your organization’s current digital health and call center automation competencies. Our streamlined, leading-practices approach highlights your relative strengths and gaps that should be addressed for long-term success. Whether you are just getting started on your journey or already have the digital tools and infrastructure poised for scaling and driving adoption, Impact Advisors will help your organization identify and refine the strategic and tactical roadmaps necessary to deliver a high quality, differentiated experience for your patients, consumers, and providers.

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  • Digital Front Door, Digital Strategic Planning & Roadmap Definition
  • Call Center Modernization Roadmap
  • Experience & Journey Mapping
  • Digital Operating Model & Governance
  • Requirements Analysis & Vendor Selection
  • Value / Benefit Realization Framework
  • Technical Blueprint / Functional Architecture
  • CX, CRM, IVR, and WFM Application Rationalization / Selection
  • Health Equity
  • Hospital at Home
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  • Program Management
  • Vendor Management
  • Digital Program Governance
  • Agile Advisory & Implementation
  • Operational Readiness & Adoption
  • Value / Benefit Tracking & Reporting
  • Technology Architecture
  • Interim Digital Health / Telehealth Leadership
  • CX, CRM, IVR, WFM Implementation Support
  • Innovation & Partnership Development
  • Cloud Analysis & Transformation
  • Command Center Creation (Call Center)
  • Call / Contact Center  Modernization and Implementation
  • Call / Contact Center Data Tracking and Reporting
  • Call / Contact Center Interim Leadership
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  • Digital Roadmap Refresh
  • Education Workshops
  • Implementation at Scale
  • Policy & Regulatory

Data & AI

Telehealth & Virtual Care Services

Security, Privacy & Compliance Services

IT Strategy & Value

Strong Stories.
Detailed Experiences.
Case Studies.

Impact Advisors supported a digital architecture service optimization program at a Fortune 100 pharmaceutical company, resulting in enhanced customer experience and a 2-level year-over-year increase on the Gartner Digital Architecture Maturity Survey

Impact Advisors helped a Medicare Advantage provider with:

  • Advanced risk stratification to break patient panels down to individual level

  • Individualized care journeys delivered at the point-of-care through proprietary suite of digital solutions

  • Using proprietary and 3rd party data to build AI predictions for optimizing care and resources

Impact Advisors helped a university health system develop a digital roadmap to enable enterprise strategy.

  • Defined and launched Digital Governance Structure

  • Launched Agile Product Teams (e.g., Access, Virtual Care, Ambulatory Experience, Digital Outreach, Industry Partnerships)

  • Defined program and product success metrics

Impact Advisors helped a large Midwest health system transform their call center operations using AI. We established a vision and path to vet, implement, and optimize four interconnected software products from a mix of vendors, each featuring the latest AI capabilities available. This eliminated reliance on outsourced call center staff, minimized overtime use, reduced staff turnover, and decreased the need for live agents. Call center staff are now more satisfied and more productive.

2-level increase

YOY in Gartner Maturity Survey

$215K per month

in labor savings

All case studies

Our Leaders

Anil Thyagarajan
Skip Lemon
Bryan Arkwright

Our Leaders

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Anil Thyagarajan - Digital Health Practice Lead

Anil is a seasoned healthcare technology professional with over 16 years of technology and management consulting experience. Areas of expertise include digital health, analytics and IT strategic planning, business case and cost model development, healthcare analytics and technology assessment and strategic roadmap development and operational and technical knowledge of healthcare systems and processes.

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Bruce "Skip" Lemon - IT Advisory Practice Lead

Skip is a healthcare consulting executive with over 30 years of experience in strategy development, large-scale program management, systems integration, clinical and revenue cycle process improvement, and outsourcing. His career has focused on serving clients in the healthcare industry including providers, health insurance companies, and healthcare software companies with a heavy emphasis on serving healthcare providers.

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Bryan Arkwright - Telehealth & Virtual Care Expert

Bryan has a proven track record as a results-oriented healthcare professional with over 15 years of progressive leadership experience across complex health systems, consulting firms, digital health startup companies, and academic medical centers. He is recognized for his scalable and innovative telehealth and contact center solutions, superior problem-solving/advising, HIT project management, telehealth operations, strategic planning, business development, and telehealth / digital health research / education. Bryan is a thought leader in the telehealth/virtual care space, publishing in over 30 books, peer reviewed journals, and industry articles. He is a frequent speaker at regional, national, and international conferences and has served as an adjunct professor at Wake Forest University and Ohio University.

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Insights

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If you are passionate about improving healthcare, we’d like to know you. Check out our current list of openings or talk to one of our recruiters!

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