• Skip to main content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to secondary sidebar
  • Skip to footer

  • Opinion
  • Health IT
    • Behavioral Health
    • Care Coordination
    • EMR/EHR
    • Interoperability
    • Patient Engagement
    • Population Health Management
    • Revenue Cycle Management
    • Social Determinants of Health
  • Digital Health
    • AI
    • Blockchain
    • Precision Medicine
    • Telehealth
    • Wearables
  • Startups
  • M&A
  • Value-based Care
    • Accountable Care (ACOs)
    • Medicare Advantage
  • Life Sciences
  • Research

Baptist Health Implements First-of-its-Kind ED to PCP Referral Automation

by Jasmine Pennic 10/22/2020 Leave a Comment

  • LinkedIn
  • Twitter
  • Facebook
  • Email
  • Print

What You Should Know:

– Baptist Health deploys first-of-its-kind conversational digital assistant powered by LifeLink for patients who are discharged from the Emergency Department (ED) with referrals.

– Since launch, the conversational chatbot solution, which engages patients with mobile messaging to recommend follow-up care, the number of PCP appointment requests have increased by 15%. The technology is integrated into Cerner and Salesforce, personalizing the patient experience by working with Patient Access and care navigation teams.

– In addition, the LifeLink technology supports patient engagement workflows related to COVID-19 screening, care routing and appointment requests.

Baptist Health, a Jacksonville, Florida-based Baptist Health System is a network of five nationally accredited hospitals has successfully deployed LifeLInk’s digital assistant solutions to reach patients on their mobile devices to help them navigate their care across the system.

Why It Matters

Each year, more than 320,000 patients visit one of the 10 emergency departments in the Florida-based Baptist Health System network and around 60% of those patients are discharged with instructions to follow up with a Primary Care Physician (PCP). Yet, only 50% of patients with referral instructions follow through with their care instructions and schedule appointments – which can cost the hospital more money and endanger patient health. The deployments marks Baptist as the first provider system to successfully implement a conversational digital assistant for patients that are discharged from the Emergency Department (ED) with referrals.

The technology supports two key patient engagement workflows.

1. Emergency department to Primary Care Physician (PCP) referrals

2. COVID-19 screening, care routing, and appointment requests

Chabots Automate Patient Referrals and Care Navigation

The LifeLink chatbots engage every patient when they are discharged from the ED. The bots reach patients with mobile messaging to recommend PCP follow up care and help navigate into scheduled appointments within the Baptist Health network. Since launch, the solution has increased the number of PCP appointment requests by 15%.

A second major patient engagement challenge emerged as the COVID-19 pandemic spread. In March, Baptist partnered with LifeLink to launch an automated screener that aligned with county and state care guidelines, providing the Baptist COVID-19 response team with much needed conversational scale. The screener solution was implemented in less than two weeks.

As the symptoms and risk designations of COVID-19 became more known, Baptist pivoted rapidly to deepen the screener by adding capabilities to help patients request appointments 24×7, without need for any human intervention.  This “digital front door” technology improves appointment request rates for patients across demographic segments through its simple and intuitive interface.

Cerner & Salesforce Integration

LifeLink is integrated to two key Baptist systems – Cerner and Salesforce. The read-write capabilities between the digital assistants and the EMR and CRM systems personalize the patient experience and ensure that the bots are working in concert with Patient Access and care navigation teams.

“The Baptist team is innovating to deliver the kinds of experiences that patients expect from their healthcare providers,” noted Greg Johnsen, CEO of LifeLink. “Now more than ever, the healthcare industry needs to evolve with smart, interactive technology and leaders like Baptist are showing everyone how to do it.”

  • LinkedIn
  • Twitter
  • Facebook
  • Email
  • Print

Tagged With: assistants, Care Coordination, Cerner, Chatbot in Healthcare, EMR, Healthcare Automation Intelligence, Patient Access, patient engagement, Patient Experience, Physician Referrals, Primary Care, risk, Robotic Process Automation (RPA), Salesforce

Tap Native

Get in-depth healthcare technology analysis and commentary delivered straight to your email weekly

Reader Interactions

Primary Sidebar

Subscribe to HIT Consultant

Latest insightful articles delivered straight to your inbox weekly.

Submit a Tip or Pitch

Featured Insights

2025 EMR Software Pricing Guide

2025 EMR Software Pricing Guide

Featured Interview

Paradigm Shift in Diabetes Care with Studio Clinics: Q&A with Reach7 Founder Chun Yong

Most-Read

Medtronic to Separate Diabetes Business into New Standalone Company

Medtronic to Separate Diabetes Business into New Standalone Company

White House, IBM Partner to Fight COVID-19 Using Supercomputers

HHS Sets Pricing Targets for Trump’s EO on Most-Favored-Nation Drug Pricing

23andMe to Mine Genetic Data for Drug Discovery

Regeneron to Acquire Key 23andMe Assets for $256M, Pledges Continuity of Consumer Genome Services

CureIS Healthcare Sues Epic: Alleges Anti-Competitive Practices & Trade Secret Theft

The Evolving Role of Physician Advisors: Bridging the Gap Between Clinicians and Administrators

The Evolving Physician Advisor: From UM to Value-Based Care & AI

UnitedHealth Group Names Stephen Hemsley CEO as Andrew Witty Steps Down

UnitedHealth CEO Andrew Witty Steps Down, Stephen Hemsley Returns as CEO

Omada Health Files for IPO

Omada Health Files for IPO

Blue Cross Blue Shield of Massachusetts Launches "CloseKnit" Virtual-First Primary Care Option

Blue Cross Blue Shield of Massachusetts Launches “CloseKnit” Virtual-First Primary Care Option

Osteoboost Launches First FDA-Cleared Prescription Wearable Nationwide to Combat Low Bone Density

Osteoboost Launches First FDA-Cleared Prescription Wearable Nationwide to Combat Low Bone Density

2019 MedTech Breakthrough Award Category Winners Announced

MedTech Breakthrough Announces 2025 MedTech Breakthrough Award Winners

Secondary Sidebar

Footer

Company

  • About Us
  • Advertise with Us
  • Reprints and Permissions
  • Submit An Op-Ed
  • Contact
  • Subscribe

Editorial Coverage

  • Opinion
  • Health IT
    • Care Coordination
    • EMR/EHR
    • Interoperability
    • Population Health Management
    • Revenue Cycle Management
  • Digital Health
    • Artificial Intelligence
    • Blockchain Tech
    • Precision Medicine
    • Telehealth
    • Wearables
  • Startups
  • Value-Based Care
    • Accountable Care
    • Medicare Advantage

Connect

Subscribe to HIT Consultant Media

Latest insightful articles delivered straight to your inbox weekly

Copyright © 2025. HIT Consultant Media. All Rights Reserved. Privacy Policy |