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He specializes in healthcare innovation and accelerating digital transformation while guiding global healthcare providers on creating and implementing technology solutions. Currently, Troy leads Cisco’s Healthcare practice globally for public sector where he advises healthcare providers and payers on how patient and clinician experience is rapidly evolving through applied technology. Outside of Cisco, Troy serves as a board advisor, early-stage startup champion, and executive coach consultant. Prior to joining Cisco, Troy held leadership roles in management consulting firms specializing in healthcare technology with experience across all stages of the continuum of care for large healthcare systems. He has had numerous speaking engagements on the role of virtual health and IoT in healthcare. Before dedicating his career to healthcare technology, Troy spent over 10 years developing international supply chain models and streamlining complex manufacturing of consumer products across several continents. Additionally, he held leadership roles in international product development, partner management, global sourcing, and international sales teams across North America, EMEAR, and Asia. Troy holds an MBA in Strategy and Finance from Vanderbilt University and graduated from Michigan State University with dual degrees including a BA in Advertising and a BS in Engineering, Packaging. He currently lives in one of the healthcare capitals of the USA, Nashville, TN.","url":"https://blogs.cisco.com/author/troyyoder"}]}</script>  <link rel='dns-prefetch' href='//www.cisco.com' /> <link rel='dns-prefetch' href='//s.w.org' /> <link rel="alternate" type="application/rss+xml" title="Cisco Blogs » Feed" href="https://blogs.cisco.com/feed" /> <link rel="alternate" type="application/rss+xml" title="Cisco Blogs » Comments Feed" href="https://blogs.cisco.com/comments/feed" /> <script type="text/javascript"> window._wpemojiSettings = {"baseUrl":"https:\/\/s.w.org\/images\/core\/emoji\/13.1.0\/72x72\/","ext":".png","svgUrl":"https:\/\/s.w.org\/images\/core\/emoji\/13.1.0\/svg\/","svgExt":".svg","source":{"concatemoji":"https:\/\/blogs.cisco.com\/wp-includes\/js\/wp-emoji-release.min.js?ver=5.9.2"}}; /*! 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Healthcare is evolving into a new era where nearly everything is connected through digital technologies to improve the way that healthcare is delivered. Most things that need to happen before the patient walks into a clinic or the hospital – from appointment scheduling to check in and digital intake forms – can be done using technology. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">This was true before the pandemic, but now almost every interaction within a healthcare delivery organization (HDO) starts with a call, click, or chat. As hospitals and healthcare systems continue to re-evaluate their patient engagement strategy, they need to intentionally design a hybrid experience. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">There’s an entire exchange that can happen with artificial intelligence (AI) and machine learning (ML), but digital isn’t the whole story.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Throughout the pandemic, healthcare systems have seen increases in the volume of traditional voice channels. Patients have been calling health systems for primary care triage when they used to go to the urgent care. There is so much we can do beyond voice, and HDOs will have to blend analog and digital tools. A simple phone interaction evolves into a virtual triage when call center agents can seamlessly access the electronic health record (EHR), customer relationship management (CRM), and scheduling software through a single pane of glass. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">The goal of great technology is to drive all the complexity to the background, so every agent knows the contextual information they need to meet the patient where they are and in a channel of their choice. </span><span data-ccp-props="{}"> </span></p> <p><b><i><span data-contrast="auto">Changing the patient engagement model</span></i></b><span data-contrast="auto"> </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">What we are seeing in the industry is an expansion of </span><a href="https://www.cisco.com/c/en/us/solutions/industries/healthcare/remote-care-collaboration.html" target="_blank" rel="noopener"><span data-contrast="none">virtual care</span></a><span data-contrast="auto"> that runs across the care continuum. It stretches from patient intake to inpatient rounding, and from specialty consults to post-acute/chronic care management. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Cisco is broadly defining the </span><a href="https://www.cisco.com/c/m/en_us/solutions/industries/portfolio-explorer/portfolio-explorer-for-healthcare.html?s=explore-the-use-cases&u=digital-front-door" target="_blank" rel="noopener"><span data-contrast="none">digital front door</span></a><span data-contrast="auto"> to encompass digital collaboration across voice, text, email, and AI chatbots. Digital front door is also communication between care teams and patients to include picture and document exchange. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Digital front door technology can positively impact almost every interaction from pre patient check-in, to after they are discharged. This includes:</span><span data-ccp-props="{}"> </span></p> <ul> <li><span data-contrast="auto"> Patient intake – scheduling, referrals, pre-op services, financial counseling, and revenue cycle</span></li> <li><span data-contrast="auto"> Post-acute – digital services to assist with notification adherence, chronic condition symptom management, and more </span></li> </ul> <p><span data-contrast="auto">In most health systems, patient intake is primarily a manual process and interaction has largely been focused on phone call workflows. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">The rise in robocall and spam have limited trust in the voice channel, which means patients don’t always answer phone calls. When this happens, the communication process extends. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Reimagining the patient communication process requires connecting the systems and applications to the patient data. AI and natural language processing (NLP) will play a big role in accelerating speed to action and increasing the frequency of patient touch points, both before and after clinical interventions. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">AI can help gather relevant data by guiding a patient in an automated virtual triage exchange and then selectively escalating to an enterprise-scale contact center. At that point, skilled clinicians can pick up the interaction without losing any data in the process. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Across the United States, there is a shortage of clinicians in many service lines. If it isn’t an emergency, AI technology can start a patient interaction, digitally freeing up clinical resources for other tasks. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Virtual care and digital front door combined with technologies like AI and NLP bring a new promise to streamlining the efficiency and effectiveness of the patient journey. </span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="auto">Creating easier, frictionless experiences today leads to brand loyalty and greater patient satisfaction tomorrow. 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