Now in the fourth year of their partnership, MUSC Health is expanding its use of Notable’s leading AI platform to advance its commitment to digital transformation

Notable, the leading health care AI platform for transforming workforce productivity, announced the expansion of its contract with MUSC Health, the integrated clinical arm of the Medical University of South Carolina, which serves patients through 16 hospitals, 350 telehealth sites and over 830 care locations across South Carolina.

As part of the expansion, Notable will integrate additional automated workflows to improve scheduling, voice notifications and revenue cycle functions, with additional features currently being tested for potential future integration. These expanded workflows support MUSC Health’s digital transformation initiatives and advance its commitment to using cutting-edge technologies to streamline business operations.

“MUSC Health’s commitment to a culture that fosters new ideas and values innovation couldn’t be more aligned with Notable’s own core values,” said Pranay Kapadia, CEO of Notable. “From our first go-live four years ago, we have continued to set the bar higher – together. We are incredibly proud to contribute to advancing the MUSC Health mission of Changing What’s Possible in health care.”

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“A successful partnership for MUSC Health goes well beyond technology; it also requires a deep understanding of health care operations and the ability to facilitate change management to drive the desired outcomes,” said Crystal Broj, chief Digital Transformation officer at MUSC Health. “Over the years with Notable, we have learned and grown together as one team, making strides in fulfilling our commitment to support our providers and staff. This expansion with Notable will continue to drive us forward in that transformation.”

Three years of improving patient outcomes

MUSC Health and Notable began a strategic partnership in late 2021, united by a shared vision to harness the power of AI to reimagine the patient experience. The collaboration started with a focus on improving patient access and meeting patients where they are – leveraging automation for key functions like registration and intake, scheduling and addressing care gaps. The approach has been measured and thoughtful – starting with pilot projects in each area, learning from them and adapting before expanding further.

Now, building on that foundation, the long-term goal is to create an end-to-end, holistic experience. AI agents are beginning to take on more complex tasks, such as prior authorizations, with future plans to expand into areas like referral management and seamlessly integrated scheduling. As these capabilities evolve, the aim is to deliver a more connected, efficient, and patient-centered care journey.

Now in its fourth year, this partnership continues to deliver value to MUSC Health, specifically through:

●  Improved patient experience: Through the use of Notable’s Front Desk AI Agent, MUSC Health averages 110,000 monthly digital registrations completed, enabling them to reallocate 5,000-plus staff hours per month to higher-value patient care tasks like addressing advanced questions, referrals and additional face-to-face engagement. This has helped to drive 98% patient satisfaction since the initial go-live.

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●  Improved patient engagement: Engaged patients are more likely to come to their scheduled appointments. Using Notable’s Call Center AI Agent and Front Desk AI Agent, MUSC Health has avoided 14,500 no-shows, reducing no-show rates by 7.6%.

●  Improved health equity: MUSC Health has increased digital intake completion for Spanish-speaking patients by 30% by using Notable’s Front Desk AI Agent to deliver digital touchpoints in their preferred language.

●  Improved financial performance: Using Notable’s Front Desk AI Agent to automate the pre-visit process, MUSC Health has collected roughly 15% of its total co-pays without human interaction.

●  Care gap closure: Through Notable’s Care Coordinator AI Agent and Call Center AI Agent, over 5,100 women completed MUSC Health’s care gap outreach experience. More than 1,100 mammograms were scheduled without staff involvement, and as a result, 122 patients were found to have abnormal mammogram results, which may not have been discovered otherwise.

Using AI to address key challenges in health care

Notable’s low-code platform, Flow Builder, uses AI Agents to perform work through automated flows on behalf of health care staff. AI Agents can automate routine workflows from start to finish, eliminating manual tasks like faxes, phone calls and data entry. Deploying AI Agents allows health care organizations to manage increased workloads without additional staffing, enabling patient volume growth while controlling costs.

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Source – PR Newswire