CARE NAVIGATION
Simple & seamless care navigation
Our omnichannel, digital-first approach meets members where they are, through their channel of choice, to guide them to the right care at the right time and place.
A unique blend of AI and human touchpoints combines efficiency with compassion across the entire patient care experience. Integrative technology and on-demand virtual services allow you to plug in your own care teams or supplement them with our wraparound services.
<30 sec
Time it takes to be connected to a nurse
93%
Health issues resolved after initial interaction with a nurse
86%
Improvement of symptoms
after nurse chat
On-demand triage, seamless navigation, a contextualized provider search and personal scheduling solutions all enhance the care navigation experience.
Our flexible platform ensures a tailored solution, configured to your specific needs, and provides a smooth healthcare journey for your members—with or without our additional services.
Nurse triage/care navigation
Our 24/7 Nurse Triage and Care Navigation services provide comprehensive, evidence-based care tailored to meet the needs of diverse populations. The expertise of our registered nurses and the gold-standard Schmitt-Thompson® Triage Clinical Content ensure the delivery of high-quality, 24/7 care. Integrated plan data allows our digital AI models and care teams to provide members with expert answers to their health plan questions and guide them to the right location and level of care.
Evidence-based Nurse Triage
Care Coordination Assistance
Benefit Navigation
General Customer Support
Members can access nurses and care teams 24/7 on their preferred communications channel for support on any health-related concern, from health assessments and benefit questions to care navigation and scheduling. This is patient-centered care that improves outcomes and provides efficient, reliable healthcare navigation.
Augmented provider directory
With our integrated scheduling model, care teams book appointments directly and then follow up with proactive notifications, alerts, and incentivized actions. Our team helps members select the right provider and coordinates telemedicine or in-person appointments seamlessly to deliver the right care, in the right place, at the right time.
AI digital self-service tools
Our triage and navigation solutions utilize an array of AI-driven tools to assist in member self-service and improve care team workflow efficiencies. These AI-powered capabilities include:
Welcome/FAQ bots
Member support can be initiated through a Welcome bot for onboarding and/or routed to a FAQ bot to support plans and general benefit inquiries. This Google Dialog flow-based system streamlines call center workflow and accelerates responses to common health and benefit queries.
Conversational health assessment
Our interactive health assessment includes questions relating to social determinants of health (SDoH) and integrates with Google Fit and Apple Health to provide a comprehensive analysis of personal health data.
System checker
Our system triages 695 medical conditions, 1,290 symptoms, and 138 risk factors, using evidence-based algorithms and clinically validated protocols. Members can chat with a caregiver for triage assistance; urgent assessments are expedited to emergency personnel.
Task management/intelligent routing
Built-in AI-driven task management tools ensure members are automatically guided to the right care team and next best action after completing a task.
Great healthcare starts with a conversation
Discover how our innovative solutions can bring your digital health vision to life.