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Home > Videos > A Virtual Concierge: Staffing Your Digital Front Door with AI
Web Assistants


A VIRTUAL CONCIERGE: STAFFING YOUR DIGITAL FRONT DOOR WITH AI WEB ASSISTANTS

Summa Health's CIO, Elbridge Locklear, provides a behind-the-scenes glimpse into
their journey to "staff" their Digital Front Door with AI web assistants,
including best practices and learnings from the process.

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27:46











FEATURING:

 * Elbridge Locklear, SVP & Chief Information Officer at Summa Health


SESSION HIGHLIGHTS

Elbridge Locklear, SVP and Chief Information Officer at Summa Health, delves
into the organization’s journey towards revolutionizing their digital front door
experience. Locklear reminisces about the early 2000s when the surge of
smartphones, smartwatches, and fitness apps prompted a desire for increased
customer engagement and self-service options. This marked the inception of the
digital front door as a pivotal initiative for companies aiming to enhance
productivity while cutting costs.


PIONEERING THE DIGITAL FRONT DOOR IN HEALTHCARE

In the realm of healthcare, the digital front door encompasses a network of
touchpoints connecting patients, providers, and payers. Its primary objective?
To augment access to care. Locklear introduces an intriguing concept – the
“digital backdoor,” tailored for patients with higher acuity levels seeking
continuous monitoring and heightened support. This nuanced approach reflects
Summa Health’s commitment to cater to a diverse range of patient needs.


REVAMPING SUMMA HEALTH'S DIGITAL PRESENCE

Post-COVID, Summa Health confronted the challenges of delivering adequate access
to care. Recognizing the limitations of their patient portal, Locklear and his
team resolved to integrate AI-driven web assistants. They turned to Hyro and
later incorporated Spot, the GPT-powered site search assistant, leveraging
cutting-edge technology to streamline patient interactions. This strategic move
not only optimized resource allocation but also enriched the patient experience.


A DATA-DRIVEN APPROACH: IMPLEMENTING AI WEB ASSISTANTS

Summa Health’s adoption of Hyro’s AI assistant and subsequent integration of
Spot marked a significant milestone. These initiatives were underpinned by a
data-driven strategy, emphasizing targeted use cases and accurate data for
maximum efficacy. Locklear shares key metrics, demonstrating the substantial
impact of AI on patient interactions. The reduction in informational calls to
the contact center illustrates the tangible benefits of this technology.


CHARTING THE COURSE FORWARD: AI IN REMOTE PATIENT MONITORING

Locklear acknowledges the potential of remote patient monitoring and underscores
the importance of physician engagement. While Summa Health has made strides in
this domain, there remains a cultural shift required to fully harness the
benefits. He envisions a future where AI-driven healthcare technology seamlessly
integrates with EHR data, enabling personalized and efficient patient
interactions. This forward-thinking approach aligns with Summa Health’s
commitment to providing comprehensive and patient-centric care.


LESSONS FROM THE DIGITAL TRANSFORMATION JOURNEY

As Locklear reflects on the journey, he imparts invaluable lessons for
organizations venturing into the realm of AI-driven healthcare technology. He
emphasizes the significance of commencing with a specific use case and closely
monitoring data to gauge effectiveness. Furthermore, Locklear stresses the need
for targeted education to equip teams responsible for patient experience. By
narrowing the scope and meticulously implementing AI solutions, organizations
can unlock the full potential of this transformative technology.


CULTIVATING PATIENT-CENTRIC INNOVATION: SUMMA HEALTH'S VISION

In conclusion, Elbridge Locklear’s presentation unveils the transformative power
of AI-driven web assistants in revolutionizing healthcare’s digital front door.
Through strategic implementation and a data-driven approach, Summa Health has
significantly enhanced patient engagement and access to care. The organization’s
forward-looking stance towards remote patient monitoring and integration with
EHR data reflects their commitment to delivering personalized and efficient
healthcare experiences. This visionary approach sets a standard for
organizations seeking to embrace AI-driven innovation in healthcare.


MORE SESSIONS FROM DIGITAL FRONT DOOR DAY 2023

 * The Power of Personalization and Technology in the Healthcare Consumer
   Journey
 * Laying the Groundwork for Safe Generative AI Adoption in Healthcare
 * The Key to the Digital Front Door. Spoiler Alert – It’s the Data


VIEW MORE VIDEOS

WATCH MORE

See all Videos
Video
Laying the Groundwork for Safe Generative AI Adoption in Healthcare
Watch now Oct 30, 2023
Video
Inside Hyro for Healthcare: A 5-Min Demo of Hyro’s Platform
Watch now Apr 09, 2023
Video
IT and Digital Leaders: Fireside Chat
Watch now Nov 23, 2023
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