Industry Partner Showcase: Hyro + Montefiore Health System

We are excited to announce our first Industry Partner Showcase on October 25, 2023. This virtual event will feature our Industry Partners as they discuss, together with a fellow PAC member health system, how they provide a solution for an access challenge within the system. Our goal is to bring together solution experts and the access community for dialogue and discussion that could assist health systems in access improvements. New technologies, best practices, tips, resources, and other information will be highlighted.

In the weeks leading up to the Industry Partner Showcase, we'll highlight each industry partner and give you a taste of who they are, what they do, and what you'll hear on October 25.

This week, we're excited to spotlight Hyro!

Who They Are

Partnering with Montefiore Health System for the Industry Partner Showcase, Hyro is a plug-and-play conversational AI company, ushering in a new era of responsible AI-powered communications in healthcare. At a time when up to 47% of healthcare workers are planning to exit the industry by 2025, Hyro equips healthcare organizations with a digital workforce of AI assistants, automating all routine calls and messages across their most valuable platforms, services, and channels–including call centers, websites, mobile apps, and SMS–eliminating wait times, catalyzing average handle times and increasing patient satisfaction scores.

Value to Access Leaders

Hyro's Adaptive Communications Platform focuses on cutting operational costs through the offloading of routine, inefficient tasks. By automating 60-70% of repetitive calls and messages, including appointment scheduling, Rx management, FAQs, IT helpdesk and more, Hyro is reducing cost per interaction from an average of $11-15 to $1-2. Retention and recruitment are notoriously problematic across healthcare, but especially in relation to administrative and entry-level roles. Attrition within call centers is 40%, meaning executives are tasked with constantly recruiting, onboarding, and then replacing staff–this adds to the "cost center" stigma surrounding call centers and amounts to a colossal waste of resources. Hyro mitigates the need to recruit and retain; AI assistants are preloaded with skills needed to perform tasks on behalf of agents, who can then up-skill and focus on more complex cases. Additionally, the plug-and-play nature of Hyro saves IT resources usually required to build and maintain conversational AI.

Impact on Access

In 2023, better care starts with better communication channels. Across US-based health systems that Hyro has deployed with, patients were waiting an average of 8-12 minutes for first contact with support services and teams. Fast-tracking patient engagement and access to care becomes possible with the ability to field higher-than-ever volumes of calls and messages without burning out staff members. Delivering quick and accurate answers and services to patients at the beginning of their care journey, relating to triage, scheduling, physician search, FAQs, identification and registration, and more, is critical to increasing PSAT scores and velocity of care–AI assistants, part of a fully deployable ‘digital workforce’, can automate those use cases to eliminate wait times, lower average handle times and increase patient satisfaction.

Through call center automation specifically, patients are either instantly supported through voice AI assistants, prompted to self-serve using SMS, or routed accurately to the correct agent for their specific needs. Pre-Hyro, most health systems were using IVR systems and decision trees to handle incoming patient calls, which on average would inaccurately route 15% of calls while clogging up phone lines and frustrating patients. By offering open dialogue, Hyro captures the objectives of the patient immediately to start offering faster time to care and ultimate relief.

After only two weeks post-launch, Intermountain Healthcare saw over 700 hours of labor saved, collected revenue-driving analytics and reduced the abandonment rate by half, quickly proving the success of their investment in emerging conversational AI technologies. Those numbers have remained consistent over the past 3 months:

• +700 Hours Saved Per Week (~$23,800 Saved Per Week)
• -50% Abandonment Rate
• -48% Hold Time
• 91% Route Detection Accuracy
• 80% Goal Completion Rate

Intermountain Healthcare employs 58,000 people and operates 33 hospitals.
 

Hyro Resume	Case Study: Contra Costa Health Services

What They'll Talk About

Voice of the Patient: Extracting Key Business Insights from AI-Powered Interactions

Montefiore Health System teamed up with Hyro to streamline repetitive workflows such as physician search, FAQ resolution, and IT help desk for their patients. Automating those interactions through the call center and website has proven valuable for support teams and patients alike, but that's just the tip of the iceberg. By tapping into advanced analytics aggregated from raw patient conversations, Montefiore has been able to apply quantitative and qualitative data to organizational decision-making, creating a strong digital feedback loop. Top trends, keywords, knowledge gaps, providers, and specialties – as well as engagement metrics and conversion stats – make it possible to optimize for a better patient journey across the Montefiore ecosystem. Join us for a special look at the extensive benefits of conversational AI assistants with Arz Raheem, Senior Director of Digital Transformation at Montefiore Health System, and Aaron Bours, VP Marketing at Hyro.

Speakers

Aaron Bours, VP Marketing, Hyro

Aaron Bours is a founding member and the VP Marketing at Hyro, where he has helped scale AI-powered communications for healthcare leading to 100% revenue growth year over year. He has almost 10 years of business development, marketing, and product experience, mainly within emerging technologies such as conversational and generative AI. Prior to Hyro, Aaron helped develop and launch Duplex at Google which broke boundaries in the natural language understanding (NLU) space, and started his career at CheckPoint, helping to grow enterprise mobile security.

Arz Raheem, Senior Director, Digital Transformation Office, Montefiore Health System

Arz Raheem is a dynamic, people-focused, and results-driven digital health leader with experience across the healthcare, IT, and financial sectors. Currently, Arz helps oversee the Digital Transformation Office for Montefiore Health System, focusing on the enterprise expansion of how digital technologies influence and support Montefiore's operational imperatives. Prior to Montefiore, Arz held IT-related positions at NYC Health and CenterLight Health System.