July 17th, 2018
CoxHealth Selects the ProviderMatch Platform to Improve the Patient Experience Across Multiple Access Points Into the Health System
Clients | Patient Experience | Patient Access | Access Center | Provider Networks
Missouri-Based Integrated Health System Will Use Kyruus Patient Access Solutions to Centralize Call Center Operations and Modernize Its Online Offerings
Boston, MA - Kyruus, a leader in provider search and scheduling solutions for health systems, today announced that CoxHealth, Springfield, Missouri’s only locally owned health system, has selected the company’s patient access platform to support critical patient experience initiatives. The six-hospital system will first build a digital provider directory in KyruusOne™ and then deploy ProviderMatch for Access Centers and ProviderMatch for Consumers to optimize patient-provider matching and improve the overall experience for patients accessing care at the health system.
Cognizant of the rise of consumerism in healthcare, CoxHealth sought a solution to enhance the patient experience from the first point of contact with the health system – whether that’s through its website or its call center. With research showing that consumers frequently engage with a health system via multiple access points, it was essential for CoxHealth to find a solution that would facilitate an integrated patient access strategy while meeting rising demand for modern online capabilities like self-service scheduling. The Kyruus solution offered intuitive access solutions for both the call center and website, as well as a comprehensive provider data management platform to power each solution with accurate and consistent provider information.
In addition to helping CoxHealth deliver a more modern and satisfying patient experience, ProviderMatch will play a key role in helping the health system further centralize and scale its call center. ProviderMatch for Access Centers will support call center agents with easy access to accurate provider data – including specific information on providers’ unique clinical areas of expertise and appointment availability – and powerful Smart Search capabilities, substantially simplifying the process of matching patients with the right providers.
“While upgrading the online experience we offer consumers is a key priority for our organization, it was important for us to look holistically at patient access and employ a strategy to unify and enhance it enterprise-wide,” said Jann Holland, Vice President of Marketing and Corporate Communications at CoxHealth. “The ProviderMatch platform positions us to empower both consumers and call center agents with robust and reliable provider information that’s not only easily searchable, but also consistent across channels.”
CoxHealth will also leverage the ProviderMatch API to power additional provider search experiences for consumers using its custom apps or engaging with other CoxHealth digital properties. The API enables health systems to capitalize even further on the comprehensive and up-to-date provider data centralized in KyruusOne to put provider search options at consumers’ fingertips in more places, driving consumer engagement while retaining data consistency.
“While online access is naturally a top priority for health systems today, many of their call centers are simultaneously undergoing a transformation - from a traditional emphasis on transactions to a strategic focus on patient experience,” said Graham Gardner, CEO of Kyruus. “With both access points remaining critical for consumers, the most impactful access strategies will be multi-channel, and we’re honored to work with CoxHealth to make theirs a reality.”
Founded in 1906, CoxHealth serves around 25 counties in southwest Missouri and northwest Arkansas, and offers a comprehensive array of primary and specialty care through six hospitals and more than 80 clinics. The health system includes Cox Medical Center South, Cox Medical Center Branson, Cox Barton County Hospital, Cox Monett Hospital, Cox North Hospital, Meyer Orthopedic and Rehabilitation Hospital, Oxford HealthCare, Home Parenteral Services (home infusion therapy), CoxHealth Foundation, Cox College, Cox HealthPlans and more.
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, please visit www.kyruus.com.