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Kyruus News

Community Health Network Expands Use of Kyruus ProviderMatch, Enhances Patient Experience and Operational Efficiency Across Its Call Center and Online Points of Access


BOSTON, MA – Kyruus, a leader in provider search and scheduling solutions, announced today that Community Health Network has expanded its deployment of the Kyruus ProviderMatch suite of solutions and is now using ProviderMatch both in its patient call center and on its consumer website, enabling the health system to deliver a consistent patient experience across points of access. Community Health Network, a recognized leader in integrated health services, delivers care to patients via more than 2,000 providers across 200 sites in Indianapolis.

When Community Health Network’s Patient Access and Marketing groups joined forces to improve patient acquisition and retention, they focused on two key objectives: provide a better user experience—for both call center agents and patients—and enable patient self-service online. The two groups sought a single solution and chose ProviderMatch because it offered leading applications for both the access and consumer channels, along with a provider data management platform to power them with reliable data.

Community Health Network first deployed ProviderMatch in its patient call center in late 2015 to enable its referral specialists to match patients with the right providers through a technology-enabled provider search process, while delivering on its commitment to providing an exceptional patient experience. ProviderMatch makes it easy for these specialists to take both important clinical and non-clinical criteria into account when searching for appropriate providers, as well as gain visibility into the breadth and depth of each provider’s unique clinical expertise.

“Prior to ProviderMatch, we lacked a single, searchable source of truth on the providers in our network and their areas of expertise, which hindered both call center workflow and patient-provider matching accuracy,” said Julie O’Toole, Vice President of Patient Access & Service. “Now we have a technology-driven approach to pairing patients with the right providers and a new level of insight into the providers in our network.” On the marketing side, Dixie Platt, Vice President of Marketing & Communications, remarked, “ProviderMatch meets the needs of consumers, connecting them with the right physician through an easy-to-use keyword-based search that is unique in Central Indiana.” “On top of that, we’re now delivering a consistent patient experience across access points,” she said.

In addition to implementing the ProviderMatch applications, the health system also utilized the ProviderMatch API to populate key provider information for its strategic redesign of eCommunity.com launched in September 2016. “The new eCommunity.com is intuitive, innovative and simple to use,” said Kyle Fisher, Chief Strategy & Innovation Officer for Community Health Network. “It’s the digital answer to Community’s promise of ‘exceptional care, simply delivered.’" 

“We’ve always believed that improving patient access requires a multi-channel approach,” said Graham Gardner, CEO of Kyruus. “We’re thrilled to partner with organizations like Community Health Network to help them deliver a great patient experience and match patients with the right providers, regardless of how patients go about accessing care.”

About Community Health Network

Ranked among the nation’s most integrated healthcare systems, Community Health Network is Central Indiana’s leader in providing convenient access to exceptional healthcare services, where and when patients need them—in hospitals, health pavilions and doctor’s offices, as well as workplaces, schools and homes.  As a non-profit health system with over 200 sites of care and affiliates throughout Central Indiana, Community’s full continuum of care integrates hundreds of physicians, specialty and acute care hospitals, surgery centers, home care services, MedChecks, behavioral health and employer health services.  To learn more, visit eCommunity.com or call 800-777-7775.

About Kyruus

Kyruus delivers proven provider search and scheduling solutions that help hospitals and health systems match patients with the providers best suited to care for them. The ProviderMatch suite of solutions—for consumers, access centers, and referral networks—enables a consistent patient experience across multiple points of access, while aligning provider supply with patient demand. The company’s proprietary provider data management platform forms the foundation of its solutions, powering them with accurate data by coupling data processing with administrative applications. To find out why a Better Match Means Better Care, visit http://www.kyruus.com.

Topics: ProviderMatch Clients patient experience Patient Access