Featuring:
- Israel Krush, CEO and Co-Founder at Hyro
Defining the Digital Front Door:
In the opening remarks ahead of the Digital Front Door Day 2023 by Hyro, CEO and co-founder Israel Krush addresses the ambiguity surrounding the term “digital front door.” He emphasizes the need to demystify the concept and provides a high-level definition: the digital front door encompasses all touch points where healthcare providers digitally engage with patients to enhance access, engagement, and overall experience.
Krush acknowledges that traditionally, these touch points such as patient portals and telemedicine platforms operate independently, creating siloed pathways. However, he emphasizes the evolving landscape in 2023, urging for a more sophisticated and interconnected approach to the digital front door.
Components of a Robust Digital Front Door:
Data-Driven Insights for Digital Front Door Strategy:
To understand the unique needs of a patient population, Krush underscores the significance of data. Analyzing call data from millions of patient calls, he reveals that appointment management is a significant driver, constituting nearly 50% of calls. Krush asserts that AI can resolve 60-85% of calls end-to-end with zero human involvement, but this requires an integrated and interconnected digital front door. He emphasizes the need for organizations to use data extensively in tailoring their digital front door methods for an improved patient experience and operational efficiency.
Success Stories with AI Automation
Illustrating the impact of a well-designed digital front door, Krush shares two real-world examples. The first involves a West Coast health system that achieved a 450% increase in goal completion by restructuring its digital front door strategy, employing AI voice assistance for PCP changes and call center automation. The second example showcases a major health system that saved over 700 weekly hours of contact center agent work and $1.8 million in operational costs through a holistic digital front door strategy integrating web, call center, and mobile app channels. These examples demonstrate the tangible benefits of embracing advanced digital solutions.
