HITT- Improving patient experience through customer experience solutions- Mar 18, 2025

In a recent session, Telarus VP of CX, Sam Nelson, discussed the importance of customer experience (CX) in enhancing patient experience (PX) within healthcare. She highlighted the growing healthcare customer experience management market and the challenges posed by fragmented communication and long wait times. Sam shared her personal experiences with telehealth during COVID, emphasizing the convenience of virtual appointments and home services. The session encouraged audience engagement and underscored the need for automation and integration in healthcare communication. As the demographic shifts towards an aging population, understanding patient needs and preferences is crucial for healthcare providers.

Transcript is auto-generated.

We talk frequently in this venue about customer experience or CX. And today, we take that a step farther into the healthcare industry and using CX solutions to improve PX, the patient experience, with improved engagement, efficiencies, and care outcomes.

Telarus VP of CX, Sam Nelson returns today, showing us how to navigate healthcare opportunities and to align available solutions with the priorities of patient focused organizations.

Sam and her cast of thousands, as always, very happy to welcome you back to the Tuesday call. How are you?

Hello. Hello. It is a great Tuesday.

I’m awake. I promise.

And, this is gonna be a great session, guys. Yeah. I love doing these. It’s gonna be fun, Doug. I think it’s gonna be a good one.

We are always glad when you’re here. Constantly, we get the comments that you’ve got one of the best presentations, certainly the best set background and technology for your presentations of anybody that we have on the call. I’m doing my best to keep up. It’s great to have you here.

Likewise. And just for everyone on the call, just so you’re aware, we’ve got, the lovely Megan Tighe and the lovely Mike Balarzian.

Yes. Looking lovely today on this Tuesday.

Both of them are here watching the chat. We’re gonna stir up the chat. You know, we like to make this uber dynamic.

So just know that, your questions are always gonna get answered as you ask them. And please, please, please feel free to participate. You all know I don’t like just hearing myself, okay, that much. But I do want to to make sure that you’re getting all your stuff answered and and all of your input in there because most likely, someone else might have the same question, and don’t feel, you know, scared to to ask those. So with that said, okay. We’re gonna dive right into this, folks, from CX to PX unlocking health care opportunities.

And good morning to you too, James Gordon. I am watching the chat. So, I will call you out, and, again, don’t feel scared. So, what in the world is PX?

This should give you kind of a hint with unlocking health care opportunities, PX patient experience.

Alright. We’re gonna dive right into it. But before I do, I always love to get to know everyone on the call. So how familiar are you with selling CX technology in the health care space?

Would love to know. Type your answer into the chat. One, two, three. One, not too familiar.

Two, I’ve sold some. And then three, like, I’m an absolute rock star. Alright? Like, flaunt it all day.

Okay? I wanna hear from the rock stars too. I’m seeing ones, twos. There’s a three.

I like it. Okay. Oh, there’s a four. Okay. So now we’re just going off the scale.

I see what’s going on here. Alright. Yep. Three, three, twos to ones, LOLs, smiley faces.

Okay. You guys are getting the hang of it. I love it. So alright. It’s good to know.

So what we’re gonna do, in this particular, session session is kind of level set for everybody. Right? So this is not like a three zero one course. Think of this as, like, a one zero one slash two zero one sort of thing, where we’re gonna just go sort of through, you know, why this particular industry is right for disruption, why CX technology is so relevant right now, why you should go after it right now.

And then we’re gonna go over some challenges just to get you familiar with the, like, insights that are gonna help sort of give you that ammo to sell more into the health care space. Okay? So, yes, keep the chat moving. Again, keep keep in this super dynamic.

If I see a question in there or a comment that I’m super interested in, I’m just gonna go ahead and throw that in. Alright? So nothing crazy. Let’s keep this casual.

I did mention the agenda. So in case you had any questions there, that’s what’s going on today. But at the end, we will talk some hot use cases, and then we’ll go over some next steps as well.

Alright? Awesome.

So story time. Alright. I love story time. It’s one of my favorites because stories, well, numbers tell, story tell.

So, story time. I’m not gonna draw on my light board today. You guys know that I’ve got this this glass in front of me, so I feel like I’m, you know, being interrogated all day. Any anyhow, so story time.

So back in November, unfortunately, I was blessed with, COVID.

And, I got it for the second time, and it was, I think, like, two two and a half years later or so. It was a bummer. Real bummer. Right before Christmas, holiday season, yucky, lots of travel.

Right? And, I’m stuck at home. I’m feeling like I’m on my death bed. Right? And, I don’t wanna go outside.

I’m like, I I feel like death. I know I have it. I tested it. I took, like, five tests, and I took a picture of it, sent it to to to my boss.

Like, look. I have it. I have it. Okay. Okay. Okay. Theo, rest, fix it, whatever.

So, being that I didn’t wanna go outside, I Googled virtual doctor, because I just wanted to get my hands on some meds. Right? And I found this company called Plush Hair. I don’t know if any of you have heard of it, but it literally just was one of those that popped up, in the Google search.

And, it was super early. Again, I I was feeling horrible. But what was neat was, you know, I had my insurance. It just asked for, my insurance information, and they let me book with someone.

And I didn’t have to wait a couple days. Sometimes when you reach out to your, you know, primary physician, you have to wait a couple days or so or maybe even for later that day. You might be able to talk to a nurse practitioner, but sometimes they’re not available because, let’s be honest, a lot of folks, like, still go in for their routine checkups and things like that. Right?

And I needed someone right away. These symptoms were bad. In fact, I had to miss the Tuesday call, that I was assigned that week because of this situation.

So what was pretty neat was, shows right here. I actually I’ve I’ve learned some information out. Right? Check the innocent here.

But I was actually able to schedule an appointment. Check this out. I got the email at seven twenty six AM, and my appointment was at seven forty five AM. And it was virtual.

It was totally virtual.

I had just someone on the phone, on video, actually, really neat. There’s a doctor on video who was able to just talk to me about my symptoms, diagnose me. Great. Go get your prescription.

We were done in, like, fifteen minutes. Right? So I sent the hubby out, go get me the meds, come back home, and I was set to go. So I never actually had to leave, which was really nice because I was super stressed, obviously.

And, it was just super convenient. So that’s kind of the story, and you’re gonna start to see, sort of a theme here, right, of of telehealth. It is so in right now, but even more importantly, companies are looking for ways to broaden their reach, and this is simply one of them. So, when we look at just a few more examples I’m just gonna move this up a little bit.

So when we’re looking at things like, oh, taking blood tests, some people cannot go, to the actual center. Right? And so believe it or not, they now have this. So I took this from Quest Diagnostics.

They will literally send somebody to your home to collect a sample from you and then bring it back to, right, the facility for analysis.

This is pretty neat. So, you know, when I am scheduling my, like, routine blood test and this pops up every time. I love how, like, when you’re looking for the nearest location, this one says zero point zero miles. You see how they did that?

It pops up first, and it says, you don’t even have to leave your house. We’ll come to you. Right? So really neat.

And, also, to look at just some more examples here, when we look at so the mental health component, you’ve now got companies, like BetterHelp as well as Talkiatry, who are partnering with a lot of the major providers out there, to be, kind of that in home sort of, like, therapy slash psychology stuff. Right? So it’s really, really neat just to see sort of how far health care has come. Right?

Quest, vampire when it’s a night appointment. I love it. Thank you, Dennis. Thank you for that one.

So let’s talk about what’s the opportunity. Right? Story time is over. I’m sure we can all relate in some fashion.

But when we look at the actual opportunity, okay, this is this is the money side. This is the big deal. Right?

When we look at health care customer experience management services, okay, Again, health care customer experience management services. That particular market is expected to grow from thirteen point nine nine billion to forty nine point four billion by the year twenty thirty two. Folks, that is really not that far from now. So what does that mean?

It actually means that a lot of health care companies are looking for ways to implement, right, more customer experience management services because it now is a differentiator. Like, I don’t even have to leave my home. Right? I didn’t even have to go see my primary care physician.

I don’t even have to leave for a blood test. I can do everything at my convenience.

In fact, check this out. Sixty one percent of Americans actually desire their health care experience to mirror the convenience of online customer service apps like Amazon Prime or even like Uber. Right? And that emphasizes the need for unified digital solutions.

Okay? So, again, sixty one percent of Americans want that Amazon Prime or Uber experience, but for health care. But guess what? Amazon knew what was up.

So they went ahead and partnered with One Medical.

Okay? Added on a ninety nine dollar a year with Prime. Right? You literally add the membership to your existing membership.

Right?

And, you can now get health care services through Amazon Prime and One Medical. It’s nuts.

And, yes, Ben Walters. Absolutely. Health care has come full circle, like home doctor’s visits. Right?

You know, things like that. Yep. One stop shop for for real. It is for real.

So these are popping up everywhere.

Now let’s talk about the final final, the biggest opportunity of all. Okay? Check this out. And, actually, I was with a supplier, and they pointed this out, and I had to look it up because I was like, dude, no way. You’re lying.

No. It’s the truth. So by the year twenty thirty, the global population aged sixty and over is projected to reach one point four billion. Yes.

One point four billion. Okay? So what does that mean? Well, that means one in six people worldwide will actually be aged sixty or older.

So what does this do? It basically projects us into this need to visit, aged health care. Right? And we have to look at ways to the health care providers and such have to look for ways to service this demographic by that year.

So, folks, the clock is ticking. Okay?

We gotta gotta help these guys find ways to service this particular population.

Alright? So if anything, this stat should scare almost scare all those health care clients out there. Alright?

Cool.

Again, why do we care? Well, the aging demographic shift presents challenges and opportunities for the health care systems globally. Okay? So we’re not just talking US. We’re talking globally, but several of them do service globally as well, obviously, with the digital revolution here, and and health care and where it’s at. Alright? So I am gonna just adjust my screen just slightly because it is bothering me.

Alright.

Shift. Shift. Shift. There we go. Okay.

So let’s talk about some key challenges. Alright? And these are all that you know, they’re gonna be recorded. I could send this out to folks who need it.

But key challenge number one. Alright. So the first one is fragmented communication channels. So there are so many health care companies.

Sixty is the new forty. You are so funny. I love that, Jim. Fragmented communication channels.

So a lot of them actually rely on really outdated systems. When I say outdated systems, that means that there’s no integration between them as well as between them and the communications, the communication software that they’re using. Right? And so when we talk about lack of omnichannel communication, we’re talking about not just multichannel because that’s different.

So multichannel is, like, you know, chat separately, phone separately, text separately. Omnichannel is bringing all of those together. Right? And so I could go from chatting with someone online to, hey.

I need this is actually urgent. I need to talk to you on the phone. They call me or an agent calls me and says, hey. Looks like you were just talking to someone about this via chat.

Let’s talk a little bit more about that, and then let’s get you an appointment. Right? So that’s omnichannel communication is all of those communication channels together in a cohesive, conversation to ensure that you’re not repeating your membership number, that you’re not repeating the symptoms that you just shared, right, all on chat. Right?

It’s all there already. And then the last thing is internal communication between departments, is also disjointed. So I can’t tell you how many times I’ve actually gone to a health care facility, and they are super frustrated just trying to call people on the phone, internally, like getting someone from billing, getting someone from even just, like, behind the other wall. Hey.

Are you ready for this person to come out? Right? Like, things like that.

But it’s pretty wild how common this is. I mean, honestly, walk into any sort of busy doctor’s office, and what doctor’s office is not busy these days? Right? But walk into any busy doctor’s office, and you’ll notice there is a level of frustration of some kind of technology related thing.

So that said, what is this impact? Right? Let’s talk about the impacts because impacts are really, really important.

Patient engagement. Right? You have really poor patient engagement. You have higher no show rates, and you get overall lower lower satisfaction scores. So when you think about me walking into an office and you already have people frustrated with the technology they’re using, I’m gonna I mean, like, what like, my initial reaction is, woah. Do I want these people, like, checking me out today? Right?

It it gives you a little feeling of uneasiness.

And as a patient, you know, I’m more likely probably to just, you know, break this place as as not great. Right? Satisfaction score is gonna dive. But even more importantly, if the technology were in place and the people didn’t have to call me manually or text me manually to remind me of my appointment, I’d show up.

So, if that if that wasn’t in place, obviously, they’d have higher no show rates. Right? Like, I we’re busy. We’re all busy.

So automating those things can actually help from a communications channel standpoint if they have something built in that will remind clients or custom I’m sorry. Patients see what’s happening here?

Patients to come in for their appointments. Okay? So that’s key challenge number one is this fragmented communications channels issue.

Alright?

Key challenge number two, long wait times. Long wait times and frustration.

Okay? So lots and lots and lots of phone bottlenecks.

So I will tell you that every time I call in to a health care, whether that’s provider or even an office, I am almost always on hold for about two to five minutes, if not longer, depending on who your providers are.

And even though I’m on for that long, once I do get to a person, they usually have to transfer me again, and that leads to even longer wait times. Right? And so, you’ve got this issue of phone bottlenecks. In fact, I will do everything I can virtually, digitally. I’ll reach out via chat, text, anything before I actually have to make a phone call because the long the wait times are so long. Right? So that is a huge, huge issue that continues to be a challenge in the health care space.

Another thing is manual scheduling. Right? Manual scheduling.

So, when I wanna make an appointment and I don’t know why my, my my health care company has not figured this out yet, the local one at least. In order to actually schedule an appointment, they have to call you.

Okay? Again, they have to call you to schedule the appointment, and then if you don’t pick up and I’m always on meetings. Right? If you don’t pick up, you have to call them back.

Then you gotta wait five minutes in order to get someone on the phone so that they could schedule an appointment. I can’t just go on and, like, self-service and schedule it myself. It’s insanely frustrating. Now that said, I have a great doctor, so I can’t, like, not.

Right? But, it’s super frustrating that this is the way that they do it these days still. Right? And they service hundreds, probably thousands of people in the area.

Right? And then the last thing is, worker shortages exacerbate long wait times and slow response times. So, you know, naturally, if they are short on staff, someone calls in sick, whatever it is, you could just imagine that that absolutely exacerbates kind of these long wait times that we’re seeing, as well as slower response times. Right? Like, if I call and leave a message in the morning at, you know, eight AM or seven AM before they’re open, they probably won’t get back to me till, like, two or three PM that day, which is why me and a bunch of other folks are resorting to these kind of digital options because they’ve always got a doctor or nurse kind of standing by the phone and waiting. Right?

And, yes, like, good point. Right? Double like, Zachary Schechter brought it up. Like, it’s hard for them to double and triple book people.

Fair. True. Right? But the power of having this kind of data is is unbelievable. Right?

Like, if you know that this place is having to double or potentially triple book people, then you’ve got a much bigger problem. Right? So it’s just ways to to prove the data, make data actual data driven decisions, things of that nature.

And great points. James Gordon brought a good one. Have we even tapped into how call ID and brand management increases the bottleneck in these processes?

Right? So really low hanging fruit, like caller ID, when I see a number on my phone and I don’t know the number, but it says health care right underneath, I know that I need to put this meeting on hold because I have to pick up the phone so I could actually schedule the the appointment that I was trying to make in the first place. Right? So great point there. Call ID, brand management.

We do have solutions in the portfolio who do help with that. Alright? So what’s the impact here?

Increased patient churn. Right? I could potentially go somewhere else, and say, hey. I don’t like this organization.

It’s too hard to make an appointment. I’m just gonna look up another place to go with my insurance. Right? Like, a dime a dozen.

Great. Okay.

So patient churn. Right? Negative reviews along the same lines of customer satisfaction.

Right? Goes down. But then even more importantly, lower patient loyalty. Like, this entire, what, maybe the last ten or so minutes that I’ve been talking, I’ve been putting out all of these negative experiences I’ve had personally with my health care provider.

Right? So imagine if, like, that makes it to makes it to the screen. You have people locally complaining about, that provider, and there goes there goes the business. Right?

So all great points in the chat. Guys, keep lighting it up. Mikey b is all over it. Megan Ty is all over it. Keep lighting it up.

Alright. Key challenge number three.

So inefficient workflows for providers and staff. We talked a little bit about this. It came up in the chat naturally, which I love. So inefficient workflows for providers and staff. So before I even go there, I want you all to realize that there are more entities within a health care opportunity, than you might think. It’s not just about the actual health care company and the patient. And if you know, hop in into the chat.

Wanna see who knows, but what are some of the other entities involved in a health care at a CX technology or interaction sale?

Who knows? Yes. Billing company. Good point. There’s billing company.

There’s, what else, guys? Providers.

There’s insurance yeah. All the insurance. Rx. Thank you. The pharmacy.

Yes. The insurance.

The collection companies. Thank you. I was waiting for that one. Yes. Collections.

Absolutely. Asking for a friend, my TV. Collections.

Yes. Lab services. Woo hoo. Medical debt. Woo hoo. Right? So there are so, so, so many entities within a health care interaction.

And so when you look at the suppliers in the portfolio who, HR. Yes?

When you look at the, suppliers in the portfolio who, are experts in health care, who have a health care vertical product, right, they are actually taking into account, at least the the really good ones are. Right? Taking into account all of the different potential entities using the solution. K.

So it’s anywhere from, obviously, the health care provider themselves, the patients, the insurance, the billing, the pharmacy, the Rx line, the refills line. Right? It’s all of these different entities in one. And so make sure that you’re asking the right questions and exploring kind of what the experience is for all of them.

Right? Because it’s not just about patient experience. No. No. No. It’s also about provider experience.

Right? Things like that. And, yes, Dennis, one way SMS is really, really frustrating. What if you could reply and actually have, like, two way conversations via text?

Right? Language lines, really big now because, as I mentioned earlier, health care companies are looking for ways to expand their reach, especially the digital ones, right, who want to be able to offer health care, services no matter where you are. You also have to consider what languages those folks speak in, right, and what other kind of demographics you wanna go after. So as you could see, health care is popping off right now, so you absolutely need to get after it.

Alright. So back to this challenge. Right? So, paper based manual process, scheduling, billing, documentation.

I can’t tell you the last time I left a a health care office without something in my hand, like, without a piece of paper in my hand, whether that was a receipt or an invoice or an appointment reminder. Like, it is a thing. If you don’t leave without a piece of paper, you did not go to the doctor’s office.

Alright?

And a lot of it, unfortunately, is still very, very manual. Right? They literally will take my card, my insurance card, and manually type it all in when I could have, right, I could have maybe just taken a photo, sent it beforehand. So that way, when I was checking in for my appointment, that was all done already.

I could just hit the button and say, I’m here. Right? Like, imagine let me give you, yeah, no. Let me give you an example.

Right? Like, when I go to, when I go to Tesla and I need to get my car serviced, right, which is very rare. But when I I did recently, there’s a noise which is bothering me. I showed up on the app, said let us know when you’re here.

Click. I left it in the parking lot. Right? Because it was before service hours. I didn’t have time.

I had to be on another call. Right? I got my ride home, all good, checked the app, showed me the progress, great, came back, picked up the car, no big deal. But it was, like, so easy to just check-in and check out.

Imagine if I could just show that to the doctor’s office. Right? Checked in. I’m here.

And then as soon as they called me or whatever, go in. All my paperwork’s done. They know exactly why I’m there. They do a few identifying things, like, let me see your ID or whatever.

Right?

And then I was off my merry way. So I think that’s the that’s kind of the experience a lot of us are looking for, but the reality is that a lot of companies just are not there. Right? Yeah.

Ben Walters. Take all the unfun out of it. Yes. Essentially taking all the unfun out.

The lack of automation. Okay. So this is a huge, huge, huge one, and I’m sure my PB and Meaghan’s side can, make some, you know, suggestions around, you know, who’s doing well in this this particular area. But just know that we can find solutions not just for the really, really big health care companies, but even for the smaller ones. Right? Like, the specialty offices, like, say, a a chiropractor, right, or just a single person therapist office.

There are automation options, like appointment reminders. Right?

The billing, hand, the billing inquiries, as well as the refills. So I’ll get a text message every once in a while saying, hey. Your refill is due. You better order that.

Right? Or it’s not it’s it’s gonna be pretty bad for you if you don’t. Right? So the automation component can be extremely powerful, in that fashion.

Alright? And then, the last thing, poor coordination. So having real time access to records. This drives me absolutely bonkers because, as you sure many of you can relate, but or if you have conditions that need specialists.

Right?

As we as we age, a lot of times, we like to get second opinions or maybe we see a specialist about a particular, you know, about a particular issue or or something. Right?

Maybe we go see a cardiologist, because I want to, you know, take a closer look at I’m sorry. Not cardiologist. Endocrinologist.

Right? Specializing in the blood. Let’s say, for example, if someone had diabetes and they wanted to take a closer look and get a second opinion from an actual endocrinologist who, is an expertise in blood work.

Now what’s frustrating is when they go see that endocrinologist, they have to reconfirm not only what your prescriptions are, but if you recently updated those prescriptions with your primary care physician, like, a week ago, a lot of times, that doesn’t make it to the endocrinologist who you’re talking to today. Right? And it’s super frustrating because this real time access to records can result in delayed treatment. Meaning, like, if I need like, I just saw my doctor.

If I need a prescription today and I just talked to my doctor two hours ago, you should be able, like, whoever is get like, you know, give at the pharmacy. Right? They should be able to see that the doctor literally prescribed that. And let me get my meds because I’m super busy.

Right? So this is a huge, huge, huge challenge in health care right now. It’s making sure that everyone’s got real time access to records, delaying treatment, delaying, a lot of different things, delaying conversations that could be key to health care. Right?

So that said, let’s see.

Impact.

And so when we look at the impact, it’s pretty significant. We got lower productivity, reduced staff retention, people get frustrated. Right? So, staff staff likes to go, and higher operational costs.

So, just having people do a lot of these manual items is actually really, really expensive because you’re taking humans and you’re applying them to things that could very well be automated. Right? So instead of someone calling and saying, hey. Time to do your refill, or even having someone push the button to say, hey.

Time to do your refill.

They could be all automated, and the human capital can actually be used for more complex interactions. Say if someone needs to chat through a particular particular situation where they’re experiencing symptoms. Right? That’s something that, like, you probably want a human talking, versus a machine. Right? So that’s key challenge number three.

Alright. Key challenge number four, compliance, security. I think this just came up in the chat. So you guys are all thinking along the same lines.

But when we look at HIPAA and HITECH, okay, what are these acronyms? What do they mean? What’s the big deal?

Alright. So HIPAA. I I actually remember when this happened. So the act two thousand and nine Health Insurance Portability and Accountability Act, making sure that all of those patients, conversations, information, the transfer of the data, all that good stuff, making sure that it is completely secure.

Personal identifiable information, we wanna keep all that secure.

Then you’ve got HITECH, h I t e c h, which is health information technology for economic and clinical health. This essentially strengthens HIPAA’s enforcement provisions. Right? So think of security on top of security.

And in fact, it should be a little terrifying. Right? It’s obviously got legal and financial repercussions, can lead to distrust as well.

But, guys, check this out. Forty five million patient records were exposed in health care data breaches in twenty twenty three. Right? And that is horrible.

And the last thing we want is for our health information to be out there for for any reason. Right? But compliance and security concerns are absolutely conversations that you need to have with a lot of these providers. A lot of them will say, oh, look at these bells and whistles.

This is really cool. It looks great. Here’s the hot new feature for the medical, field. Right?

But you really have to consider what the security health security and compliance concerns are. Okay? Just because data gets to flow between different solutions doesn’t mean that it’s always secure. You have to be able to do the research and make sure that you’re going with trusted suppliers out there. A lot of point solutions, out there, like, there’s the stuff that sits on top. If you didn’t see my point solutions versus platform, hit go check it out. It was, like, a few weeks ago.

But a lot of point solutions are coming to market now saying, oh, yeah. It’s like modern UI, and, it’s super easy to use, and, it does all these things automatically.

But, like, how secure is it? And so this is where you really want to make sure you’re doing your research around who has security built within the platforms, or within the point solutions. And our team, Megan Ty, Mikey b, myself, we can all help with that.

We could talk about, you know, who who are those out there doing it well, where the challenges are, what to look out for.

Some solutions do better with other particular scenarios than others. So just come to us. We’re more than happy to help walk you through that. We’re even happy to hop on with any key stakeholders that you may have, to have the conversation live. K?

Cool. So positioning. Alright. So it’s a little cut off here. So what I’m gonna do is just move it over.

Just do the shift. Boop boop boop. There we go. Alright. So positioning.

When we look at the different components within the CX technology practice area here at Solaris, you got your UCaaS, CCaaS, and automation, but even more importantly, integration focus. Okay? So when you look at where everything fits because you’re like, cool. I know some health care companies.

Like, what can I sell? Right? So there’s, of course, UCaaS, unified communications as a service. Right?

It’s, really around, like, the provider collaboration, so internal communications. Right? The contact center as a service, so there’s now kind of more AI driven components in omnichannel, which is great. Right?

So, not only are, say, chat interactions automated by bots, but then that transfers over to a human seamlessly.

Right? Who’s gonna know what you’re talking about if you make a phone call from that chat. Right? And then the next one is AI automation.

So helping reduce that staff burden, gonna improve overall efficiency. Let’s definitely explore it. Let’s talk through the security and compliance components here, because AI is great, but one, it’s only as good as the data you feed it. So how good is that data?

Right? And that’s a cloud conversation.

But two, gotta make sure it’s uber secure. Okay? And the last thing is integration focus. So I’m actually gonna bring this up, in I think in my next slide here.

But connecting the, EHR, scheduling, communication, we talked about sort of siloed, departments at first. Right? Like, the data is just all over the place. Nothing talks to each other.

Again, a really, really big problem. And these are all key talking points when starting those conversations with health care clients. Alright? So here we go.

Thanks to Mikey b, Megan. They put this stuff together because these are the hot use cases that we’re seeing specifically in health care. Alright? So one, the appointment scheduling and reminders.

Automate. Automate. Automate. Self-service.

Fantastic. Right?

Proactive Outreach as well. It’s time for your annual physical.

Right? Or it’s time for your every three months blood test, which is the one I get all the time.

It’s time. It’s time. It’s time. And so it’s time to get your flu shot or whatever it is. Right? But that proactive outreach, is something that a lot of these health care companies are looking to prioritize going to this year and getting ready for that boom in twenty thirty two.

Another one, in home health care communications with caregivers. Alright. This is huge because when you think about those in home caregivers going out to, all those different physical homes, how are they communicating back to headquarters?

Are those communications secure? Are they just using their, like, personal cell phones to text people back and forth from headquarters?

No. No. No. Like, that’s not what we want.

Right? Even though, they’ve got people in the health care companies, have people in the field, it doesn’t mean that security gets to take a break. No. No.

No. All of those interactions have to be a hundred percent secure. So when they are inputting notes, right, remotely, how are they inputting those notes about a particular patient? How are they receiving real time communication about what needs to be done, with this patient?

Like, guys, people are doing, like, sonograms, like, remotely. Okay?

They’re doing all kinds of stuff remotely now. The blood test. Right? How do I check-in and say, as a caregiver or as a phlebotomist, I showed up at a, person’s home and I’m ready to take blood. Blood’s done on my way back. Right? Am I texting someone with my personal phone at the office?

Probably not. Right? We shouldn’t be doing that. So the in home health care communications with caregivers is a big one, again, especially as we are approaching twenty thirty two when one in six, right, one in six of the population is gonna be over sixty. Right?

And the last one the last one, integration with HR, e m EMR such as Epic, Cerner, Centahealth, Allscripts NextGen, eClinicalWorks, etcetera. So if you hear any of these names, good indication of, EHR and EMR.

What does EHR and EMR stand for?

Anybody?

Electronic medical.

Yes. Electronic health records. Good. Electronic medical records. Electronic health records. Excellent. So if you hear, right, any of these, these are great, just key names to listen for.

That will give you some clues at the potentially, hey. Like, how does your, communication technology integrate with HR EMR that you’ve got? Right? Good.

And, yes, Mikeyv indicating that residential assisted living or long term rehab centers are a great vertical.

Yes. Want a great deal. Definitely go after those.

Alright? So with that said, this is where you wanna definitely engage the Solaris team. So next steps, I know several of you, rank yourself as a one, not two experience in selling CX in health care by having that p x or patient experience conversation.

Bring me in. Bring in Megan’s time. Bring in Mikey b. We’re here to help you get to know the key suppliers in the space.

Okay? Get to know who integrates really well and how they integrate really well with these different EHR EMR solutions.

Right? So just make sure you get to know who they are. And, again, I say, don’t just know who they are, but how they integrate because there are different levels of integration between these key suppliers. And last but certainly not the least, if you haven’t already, just stay up to date on the latest trends, latest news, u c today dot com, c x today dot com. No. I do not get paid any, royalties for advertising them, but just great ways to stay on top of the who’s who, who’s doing what.

When it comes to AI, the neuron daily dot com is a fantastic resource or, t l d r dot a I. So that’s it.

I think we’re ready for questions.

I don’t think I have anything left.

Doug Miller, if you wanna hop back on, and Megan and Mikey b, if you wanna hop on as well, we can start with some questions to wrap it up.

I gotta thank Megan and Mikey b. Great job in the chat. We had a lot of participation from our partners today and a lot of great answers that were in there. I wanted to give both, Megan and, Mike a chance to just address anything that really stood out that maybe they couldn’t, take the time to answer fully in the chat if it’s better to do verbally. Either one of you have one or two that you wanna pick out?

No.

I think we addressed most of it unless we missed something, and feel free to chime in, but I I just think all these things are so important. All these questions coming up, right, even for the smaller health care, health care clinics, I think that’s really where we we see a lot of demand are those clinics. I’m starting to actually see more now of the hospitals come into play. So now you have to address the nurse call systems, you know, the the cordless handsets or the wireless for the nurses to move around, the nurses’ stations and whatnot. So we’re starting to see more hospitals plus all the clinics around it.

And then there there are some I mean, it’s oftentimes I’m seeing the contact center and the UCaaS come into play because they are treating agents. They’re treating the receptionists who are handling all filling all the calls from the on the front end at the front desk as agents. So we have to be aware of that. So that’s the only thing I would bring up. But I don’t know, Mikey. Did we miss any questions on here? I think we try to keep up with most of it.

No. Everything’s pretty good. As a reminder, as much as as you may go to one doc or one office, none of them work in a vacuum. Right? So, it’s important for them to to offer cutting edge technology for their patients. Otherwise, the patients will go somewhere else. Here’s the other thing.

Sam talked about the older generation. And, obviously, Doug, she wasn’t talking about us. Obviously, somebody else. But, what about the younger generation?

Do you think, you know, a young mom, twenty, twenty one, she wants to sit on hold for fifteen minutes? No. She wants to be able to text in or chat in. So when you speak with these offices, say, hey.

Listen. What’s your average demographic of of who you’re working with? If it’s, if it’s a pediatric center, it’s probably not an old fart like me.

It’s probably somebody much younger.

So you have to tailor the technology to the customer, right, to the patient.

So think about it that way.

Sam, I was, appreciative at at the start. I focused in the introduction on, the patient experience when we talk about PX, but you did a good job of emphasizing too that this is about the provider experience as PX as well.

Huge demographics on both, a huge number of businesses that have to do some transitioning to come into not only the technology, but the compliance with that technology.

Yes. For sure. And I think oftentimes, we, we only see one side of it. Right?

We’re like, okay. It’s just the patient, and it’s just the reception. Right? And it’s way beyond that because in the back on the back end, those companies, those health care companies or providers actually have to reach out to, you know, the, the insurance providers, payer payee starts to become a conversation there.

So you have to think bigger picture as far as who’s involved in the actual interaction.

Is is there any limit to the types of, I I guess I should say the size of potential clients that Telarus advisors should feel comfortable in approaching? Is it easier to start out by focusing on a smaller type of provider, or do we have the resources and the help necessary for them to, look at the big fish a little bit and take a look at some of those newer, you know, you talk about hospitals, larger clinics, and so forth that also need to start making some transition?

I think all sizes.

None too small, none too large, honestly.

And that’s where Mike and I can come in to help figure that out, and then we can guide you down that path. You know, Harry had a question about the small single clinics. I think we can help him, but, really, there’s a sometimes we have to look at, I wanna say limitations, but, you know, depending. Right? So some some of our vendors have minimum points of entries. Hey. We can only help you if you spend this much, you know, MRR annually or whatnot.

So this is where Mike and I can come in because we know what those limitations or the minimums are, and and and we can help guide you down the right path. But, yeah, I would say no.

No. Nothing’s too small nor nor too big.

Excellent. Sam, we’re running out of time, but last word to you.

Doug, the only plan I’ll put on that is Sure. Integration with like eClinicalWorks and NextGen, which tend to be the SMB. There’s a cost to that, right? So you’re gonna have to weigh, listen, we want screen pops.

Great. Well, that’s gonna cost you fifty thousand dollars Is it worth it to you? Right? So these are the hard conversations that we have to have to have.

If you’ve been with Telarus for a while, you knew that we adopted the challenger sale a few years ago. I think Sam was a big part of that. And sometimes you have to challenge your clients like, yes, we can absolutely do that for you, but it’s gonna come with the cost. Let’s talk about the pros and cons of that.

So, just because somebody says, yes, we we can, you know, you know, we are Vonage, we are RingCentral, and we have, we are intermediate, and we have eclinical works integration, doesn’t mean it’s included like a softphone.

And Kyle, eight by eight, chime in. If you guys have that integration, let me know. Shame on me for not knowing. Sam?

No. Just to kinda wrap things up, everyone, appreciate everyone joining, but, don’t be afraid of the health care opportunity. I think a lot of us, consider it to be sort of a scary opportunity because, there are a lot of key decision makers, but, also, there’s a huge kind of compliance and security component to it. Right? So just make sure that you run it by us. Let’s talk to the different suppliers who do all those different integrations, etcetera, and, we can help you navigate the conversation.