IntelliCare to Web-enable medical contact centres for on-line communication with patients

Portland 10 July 2002With the first suite of Internet-enabled commerce applications from IntelliCare Inc., medical contact centres can now present branded Web sites offering health care consumers 24x7 self-service access. IntelliCare, a provider of medical contact centre technology and outsource services, has completed its successful pilot of self-service physician referral, class/event registration and Web call-through Web applications with several hospitals. This new functionality is now fully available for commercial deployment.


"Web Physician Referral, Web Class/Event Registration and Web Call-Through now enable medical contact centres to offer health care consumers a choice of access channels", stated IntelliCare CEO Victor Otley. "These Web modules are supported by the same integrated database and rules engine that support contact centre operations. This means that regardless of the access point, the information presented to the consumer is consistent."

The IntelliCare Web Physician Referral module is available via Web sites branded with health care providers' unique identities. Consumers are offered detailed profiles of affiliated physicians as well as extensive search criteria including practice speciality, insurance plans and even languages. With on-screen, printable maps, consumers can get specific driving directions to the practitioners' offices. A secure Web portal allows participating physicians to add customised information to their Web profiles as well as patient screening criteria.

In addition to searching classes, screening and lifestyle programmes and other events by subject, date and time, consumers can register for programmes and submit payment on-line with real time credit card verification. Utilising the Web Call-Through feature at any point, site surfers can request further information via a call-back button on the Web site from contact centre staff.

The Web Call-Through feature allows users to reach the integrated contact centre by clicking on a "Call Me" icon on any Web page and requesting either a call-back or live text chat with a trained telehealth professional. Web inquiries enter a blended media queue from which all contact centre agents work.

"The information provided by consumers on-line becomes part of their patient records", stated Mr. Otley. "This makes it possible to enhance care by keeping their providers informed of their compliance with treatment and wellness recommendations, as well as patients' own initiatives in managing their health. Within the bounds of privacy regulations, this data may also enable health care providers to initiate outbound communications with patients to improve care."

IntelliCare's Internet and e-commerce solutions will be further enhanced with the impending release of on-line survey/data collection and physician-to-physician referral modules. IntelliCare is a major provider of medical contact centre application software and services used to enhance health care communication for hospitals, health plans and others operating telehealth centres. Using its state-of-the-art technology, IntelliCare operates the largest distributed clinical contact centre network in the United States.

Leslie Versweyveld

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