The Why Behind So Many Healthcare Payment Buys

pymnts | June 24, 2019

Healthcare spending has grown from $75 billion in 1970, as measured by Kaiser Family Foundation analysis of National Health Expenditure Data, to as much as $3.5 trillion in 2018. Spending has been growing at double-digit percentages through the past few years, far outpacing economic growth.Just as technology and platforms have changed commerce, they are changing healthcare as well, refashioning the landscape and ways in which health data flows, how it is used and, at the other end of the spectrum, how we pay for care as it is delivered without breaking the bank.Pain points abound, of course, from making sense of paper statements that come in the mail and run dozens of pages to paying for visits, treatments and prescriptions as they are rendered, to providers chasing down payments long after they are due. It’s not going to get any easier, either, as healthcare spending may reach $6 trillion by 2027, as noted by the federal Centers for Medicare and Medicaid Services.

Spotlight

Each year, when I sit down to write the editor’s letter for the Health Club Management Handbook, I take a step back from the day-to-day – where many of the sector’s operational challenges remain unchanged – an look instead at the bigger picture: the new opportunities presented by emerging trends.


Other News
MEDICAL DEVICES

Study Reveals Florence Healthcare’s Site Enablement Platforms Can Accelerate Clinical Trials by Six Weeks and Reduce Costs by Over $1M per Study

Florence Healthcare | November 18, 2022

Florence Healthcare™, a clinical research technology company headquartered in Atlanta, Georgia, announced the completion of a year-long third-party study on the impact of Site Enablement Platforms™ on clinical research timelines and costs. The study by Marketcap Consulting is the first to compare how traditional site management approaches differ from site-first Site Enablement Platforms. The study looked at the impact of traditional sponsor portals and new Site Enablement Platforms on research sponsor and Contract Research Organization study timelines and budgets. “Pharma sponsors and CROs realize the importance of enabling sites to do their best work - but only recently have they discovered that traditional site portals are more hindrance than help. Yet, these organizations weren't able to measure the true impact of switching to a Site Enablement Platform. This year-long study aimed to fix that and highlight how linking fragmented workflows accelerates the full lifecycle of clinical trials.” Ryan Jones, CEO of Florence Healthcare Site enablement is a new technology category that prioritizes the needs of the site, a major shift from past technology that only looked at the experience of the sponsor. These platforms, including Florence Healthcare’s SiteLink™, insist on ease-of-use and ease-of-setup for the site, quality support, and simplified integrations. SiteLink works in conjunction with eBinders™, an electronic Investigator Site File solution used by over 12,000 research sites in 45 countries. About the Study Marketcap Consulting conducted interviews with clinical research operations leaders harnessing SiteLink, examined timelines and study costs, and analyzed the impact across the sites in the study. On average, the team found that SiteLink accelerated study start-up by four weeks and study close-out by two weeks at every site. For a 50-site study, this six-week acceleration reduced cash burn by one million dollars. “We can see a clear positive impact on study timelines and cash burn when research sponsors and CROs implement Site Enablement Platforms,” said Joel White, founder of Marketcap Consulting. “This early study reveals that by enabling sites to do their best work, the clinical research industry unlocks value across the full research cycle.” “While the financial impact of switching to SiteLink makes investing in site enablement an easy choice for sponsors and CROs, it’s really the acceleration of studies that gets our team at Florence Healthcare excited,” said Jones. “We aim to double the output of research teams by the end of the decade, and enabling sites is the way to do it.” About Florence Healthcare Florence Healthcare’s clinical trial software helps more than 12,000 research sites in 45 countries manage their documents, data, and workflows. The Florence Healthcare™ platform also provides remote access so sponsors and Contract Research Organizations can collaborate with their sites around the world. Florence Healthcare users now perform 5.8 million remote monitoring activities each month.

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HEALTH TECHNOLOGY

Base Business Solutions and Uniphore Partner to Bring Emerging Technology to Vietnam’s CX Industry

Uniphore | September 12, 2022

Base Business Solutions a leading provider of cloud and hosted customer experience and contact center solutions in Vietnam announced it has entered into a strategic partnership with Uniphore, the leader in Conversational AI and Automation. Through this partnership, BaseBS will be well positioned to enhance customer experiences, improve employee performance, and better understand customer insights to achieve superior business outcomes. As part of the agreement, BaseBS will offer customers Conversational AI and Automation capabilities across their initiatives around self-service and assisted service channels. Uniphore’s X platform is an integrated conversational AI and automation platform that combines automatic speech recognition (ASR) including the Vietnamese language, natural language processing (NLP), robotic process automation (RPA), emotion AI and knowledge AI that enterprises need in today’s tech-savvy customer era. These technology components translate into specific offerings for customers in the form of chatbots, voice bots, conversational analytics for quality automation, and customer analysis and agent guidance in real-time. The partnership will have far-reaching benefits for customers, employees, and organizations that will impact not only how they do business today as they continue to adjust to the current global situation, but also in the long term. Benefits include Personalized automated resolutions for customers thus bringing in time to value through Uniphore’s U Self Serve product Contact center employee productivity and efficiency will see a boost through U-Assist, a Uniphore product that can guide agents in real-time with in-call alerts, next-best-action and reduce their after-call work Businesses will be able to make data-driven decisions with smarter conversational analytics. Through Uniphore’s U Analyze solution, businesses can transform CX by analysing conversations from across platforms including voice, email, and text to increase effectiveness with omnichannel support and an integrated view of conversations to discover customers' intent and sentiments “BaseBS is extremely pleased to partner with Uniphore on our journey to bring emerging technology such as Artificial Intelligence (AI), machine learning and automation to the CX industry in Vietnam. With Uniphore’s conversational AI and automation platform we will be better positioned to enable our customers to personalize conversations, enhance contact center employee productivity and use conversation insights for better decisions.” Mr. Pham Xuan Phuc, Vice President, Base Business Solutions “We are excited about the partnership with BaseBS as they look ahead to strengthen and offer more comprehensive CX solutions for contact centers in the local market,” said Mr. Gokul Gopalakrishnan, Senior Vice President & Business Head, Asia, Uniphore. “We see a natural synergy with BaseBS thereby creating strong joint value propositions, go-to-market strategies, and unmatched CX solutions for enterprises, and experiences for customers.” BaseBS is part of Uniphore’s Reseller partner program. The program provides partners with the necessary resources to leverage cutting-edge technology and enhance their portfolio and offerings resulting in increased revenue growth. Uniphore also launched the Unite App Alliance Partner Program, which enables value-driven collaboration and cross-selling for participating Independent Software Vendors (ISV) to have greater access to and involvement in shaping the direction and strategy of tomorrow’s conversational AI and automation, and supporting CX technology innovation. About Uniphore Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation and RPA (Robotic Process Automation) with a business user friendly UX in a single integrated platform to transform and democratize customer experiences across industries. Follow our blog and connect with us on LinkedIn, Twitter, Facebook, and Instagram. About Base Business Solutions Founded in 2005, BaseBS is one of the leading companies providing cloud and hosted customer experience and contact center solutions in Vietnam. BaseBS offers tailor-made CX solutions to hyper-scale and large enterprise clients that empower them to achieve customer service excellence and gain competitive advantages in the market. We are honored as Advanced Technology Partner of Cisco in implementing Call Center & Contact Center infrastructure. A combination of comprehensive industry expertise, a professional team and leading-edge technologies enables our clients to modernize their customer journey and maximize business productivity. Our portfolio is active in a wide range of business areas such as Banking & Finance, Insurance, Retail, Logistics, Hospitality, Medical & Healthcare, etc.

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HEALTH TECHNOLOGY

PointClickCare Launches Integrated Virtual Health Solution for Long-Term and Post-Acute Care Providers

PointClickCare | October 11, 2022

PointClickCare Technologies, a leading healthcare technology platform enabling meaningful collaboration and access to real‐time insights announced the launch of its Virtual Health offering – an integrated telemedicine solution to the Skilled Nursing Facilities market. With the help of partner Sound Physicians, this technology is currently being implemented in more than half of the states across the U.S. Over the next two days at the AHCA/NCAL Convention and Expo, PointClickCare will be showcasing the innovative ways providers can better achieve quality care and reach the full potential of virtual health in the post‐acute setting. According to the Forrester U.S. Tech Outlook, 2022 Report, investment in virtual health, remote monitoring, and hospital-at-home, are spending priorities in 2022. Forrester analysts have confirmed that these technologies have the power to reduce the cost of administrative complexity, which is currently $265 billion. Recent data from the US Department of Health & Human Services explains that the share of Medicare visits conducted through telehealth rose to 52.7 million in 2020, from approximately 840,000 in 2019. Knowing that telehealth has become an increasingly important, yet sometimes complicated component of healthcare, PointClickCare has developed an alternative to traditional telehealth by applying technological improvements to offer an integrated solution. “Telehealth is no longer a futuristic concept in long-term care, it’s table stakes. Our customers continue to navigate between care settings and our team has sought to innovate and push the envelope on providing virtual care. We’re proud to announce this technology that has been specifically designed to meet the mission‐critical needs of post‐acute providers to improve clinical care and reduce healthcare costs, consistently driving down hospital readmissions by 30%.” Travis Palmquist, Senior Vice President and General Manager of Senior Care at PointClickCare With PointClickCare’s Virtual Health offering, providers can now Improve patient care & staff satisfaction: By streamlining operations through a sophisticated level of integration into existing workflows, care teams have access to shared patient records, and can cut down on administrative tasks and can focus on what matters most – patient care. Reduce healthcare service costs: With the ability to “treat in place,” facilities experience stabilized occupancy rates and can reduce the need for after-hours readmissions or emergency room department transfers, ultimately lowering overall costs. “The ongoing staffing crisis has created a new level of pressure for our staff. With PointClickCare’s Virtual Health solution, our care teams can access an on-shift physician with just one click, streamlining operations and cutting down on a lot of the administrative burdens we are faced with, all while ensuring our patients are getting the best quality of care, any time,” said Kevin Baxter, Vice President of Operations at Health Services Management. About PointClickCare PointClickCare is a leading healthcare technology platform enabling meaningful collaboration and access to real‐time insights at any stage of a patient’s healthcare journey. PointClickCare’s single platform spans the care continuum, fostering proactive, holistic decision‐making and improved outcomes for all. Over 27,000 long‐term post‐acute care providers, and 2,700 hospitals use PointClickCare today, enabling care collaboration and value‐based care delivery for millions of lives across North America.

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HEALTH TECHNOLOGY

Aktana Welcomes New Medical Affairs Lead from IBM Watson Health (Now Merative)

Aktana | September 28, 2022

Aktana, the leader in intelligent customer engagement for the global life sciences industry, welcomes Deepak Patil as its new senior director of medical strategy. Patil comes to Aktana after leadership roles at IBM Watson Health, IQVIA, and Sun Pharma Industries where he managed medical affairs in conjunction with six key product launches and developed lasting relationships with key opinion leaders in targeted therapeutic areas. At Aktana, Patil will lead the company’s medical affairs program, initially helping to build modern, data-driven solutions for medical science liaisons but over time, also expand to other areas within medical affairs. Medical Affairs is the “third strategic pillar of the pharmaceutical organization alongside R&D and commercial, as science and data merge,” according to a McKinsey report. Business models are starting to evolve both around and beyond the “product” to encompass the wider therapeutic context, while organizations seek to explain and contextualize the ever more complex medical science to a diverse range of stakeholders. In outreach efforts, MSLs and commercial teams can unintentionally overlap, causing major compliance issues and frustrating doctors. Aktana’s intelligence solutions will not only help medical affairs improve key opinion leader relationships but also better orchestrate outreach to the physician community in compliance with regional engagement regulations. “Deepak brings a unique blend of medical experience – he received his medical degree in India – plus data science and operational expertise from IQVIA and IBM. As we prioritize new, AI-driven solutions for medical affairs teams, Deepak will help expertly shape our new offerings while building a powerhouse team focused on this increasingly important area of life sciences.” Clay Hausmann, chief revenue officer at Aktana Aktana has also announced a strategic partnership with Envision Pharma Group, a global, technology-enabled scientific communications company operating across many areas of medical affairs. Envision and Aktana will combine their offerings to help MSLs address HCP demands for personalized scientific content and coordinated omnichannel engagement. “Aktana is committed to enabling the medical affairs organization in a new era, and I’m excited to serve in a leadership role as part of this endeavor,” said Deepak Patil. “The real-world data is there. With the right technology, we have the power to improve the generation and dissemination of scientific insights to physicians, leading to better treatment decisions and outcomes for their patients.” With more than 300 deployments across 50+ use cases, Aktana has been refining its commercial life sciences intelligence platform for more than a decade. More than half of the world's top-20 pharmaceutical companies rely on Aktana to coordinate and optimize personalized omnichannel engagement with HCPs. Aktana’s Contextual Intelligence 360 platform is powered by the company’s next-generation Contextual Intelligence Engine, which uses AI-driven optimization to predict the value of all potential customer experiences, then prioritize and recommend Next Best Engagements that will deliver the highest ROI. About Aktana Aktana is the category creator and leader of intelligent engagement in the global life sciences industry. By ensuring that every customer experience is tailored to individual preferences and needs, Aktana helps life science companies strengthen their relationships with healthcare providers to inspire better patient care. Today, commercial and medical teams from more than 300 brands use Aktana’s AI-enabled Contextual Intelligence Engine to coordinate and optimize personalized omnichannel engagement at scale. More than half of the top-20 global pharmaceutical companies are Aktana customers. Headquartered in San Francisco, Aktana has offices in every major biopharma region around the world.

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Spotlight

Each year, when I sit down to write the editor’s letter for the Health Club Management Handbook, I take a step back from the day-to-day – where many of the sector’s operational challenges remain unchanged – an look instead at the bigger picture: the new opportunities presented by emerging trends.

Resources