Leveraging Technology to Simplify Healthcare Processes

Posted by Mark Wechsler on Aug 6, 2019 10:00:00 AM

Open telecommunication architectures enable integration with leading healthcare application vendors. Architectures such as Avaya Aura™ enable electronic health record and revenue cycle management systems to be augmented with state-of-the-art contact center and telecommunication solutions, simplifying interactions between patients, business users, and clinical professionals. Their unified communication capabilities assure reliable and secure messaging across the user community regardless of an individual’s role or responsibilities.

Patient data can be accessed and delivered in real time, minimizing time spent researching and resolving inquiries. As patients move through the health system, multimedia omnichannel capabilities supply the context-driven, end-to-end communication necessary to make staff more efficient and reduce unintended consequences that could result in lost opportunity and poor patient experiences.

It is now possible to integrate products from multiple suppliers in a vendor-neutral platform to efficiently connect patients, clinics/hospitals, and pharmacies in areas such as:

  • Back-end systems integration
  • Workforce optimization
  • CRM databases
  • Natural language processing, automated speech recognition, text-to-speech
  • Artificial intelligence

Sophisticated, open telecommunication architectures such as Avaya Aura™ enable the digital channel integration and omnichannel capabilities demanded to facilitate the patent’s journey via:

  • Personalized interactions in real-time using social media, chat, and mobile applications
  • Automated workflows improving collaboration for providers and patients
  • Integration of information from various sources (e.g., EMR and CRM applications)
  • Deployment models supporting cloud, on-premises, and hybrid environments tailored to each provider’s unique technical, business, and financial needs

A Foundation for Face-to-Face Consultation

The open telecommunication architecture and solutions that serve the needs of practitioners and patients so well within the hospital and clinic walls can also act as a collaborative platform of unique value in the rapidly growing field of telemedicine.

With 65% of U.S. hospitals connecting with patients and consulting practitioners, the benefits that a modern communication infrastructure offers in supplying face-to-face video conferencing, electronic consults, and remote monitoring can be realized in reduced travel costs, improved patient retention rates, and expanded services.

Remote patient video conferencing can be used to promote patient wellness by offering easy access to healthcare providers for rapid diagnosis of common health issues, scheduling convenient follow ups, and supplying patients with incentives to seek less costly care (e.g., lower cost than an office visit).

As important, it assists in fostering patient engagement, preserving the provider-patient relationship to assure delivery of further care — all of which reduces revenue leakage.


A productive first step toward more efficient communications is to request a consultation with ConvergeOne Healthcare Advisory Services.

Our specialists apply their years of hands-on healthcare expertise to objectively analyze business requirements, workflows, and processes, then custom match the best mix of vendor-neutral technologies to maximize the value of existing and future communications investments.


Topics: Healthcare