The Official Blog for Intrado’s TeleVox Solutions


The Official Blog for Intrado’s TeleVox Solutions


West Corporation

Posted on August 4, 2020 by West Corporation 


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How Curbside Check-In Is Helping Facilities Safely Reopen

The COVID-19 pandemic has fundamentally changed the face of care provision across the globe. Healthcare is experiencing a digital revolution. The U.S. health care industry is structured on the historically necessary model of in-person interactions between patients and clinicians. In order to keep patients safe during a pandemic, the healthcare system is having to transform by unleashing the power of digital technologies.

According to a 2019 Price Waterhouse Cooper survey, 38% of chief executive officers of U.S. health care systems reported having no digital component in their overall strategic plan. The need for agile and flexible services is necessary to improve healthcare access and bridge current gaps.

No contact patient registration is a way for healthcare organizations to avoid crowded waiting rooms, keep social distancing protocols in place and pre-screen for COVID-19 symptoms. Curbside check-in works this way:

  • Patients arrive at your facility and access a secure check-in via a link or QR code.
  • Each patient can submit documentation and agents are able to answer questions while they wait.
  • Patients receive a notification on their phone when it’s time to enter for their appointment.

There are no apps to download or patient portal to access. Over 90% of organizations offer patient portal access, but most hospitals see fewer than 25% of patient adoption. What makes curbside check-in even more effective is the use of AI chatbots. Chatbots gained tremendous momentum in banking, retail and the service sectors. Healthcare has been slow to adopt the technology due to security issues. Security is foremost when it comes to communicating, transmitting or storing PHI. The benefit outweighed the risk. Now that has changed.

Today’s chatbot technology can deliver key functionality like:

  • Video conferencing and live agent monitoring to supplement its AI
  • Dual language detection and translation
  • Dynamic and exportable forms, FAQs and images of insurance cards and ID

Having chatbots as part of your curbside check-in services allow for easy escalation of conversations with patients to an agent at any point during the registration process. Best of all, organizations can customize a patient check-in process in a way that works best for their specific workflows and protocols.

To learn more about how Intrado’s Curbside Check-In can help your organization safely register and see more patients check out our webinar replay: Using Patient Communications for Curbside Check-In.


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