“Find care, get care, after care”
Over the past decade, the healthcare industry has seen an increasing need to readjust the patient experience to make it more digitally focused. This was exacerbated by the COVID-19 pandemic, which helped accelerate the adoption of telemedicine and led to new expectations for healthcare delivery. Yet, in a world where people are now faced with a plethora of healthcare apps, it has become increasingly difficult to navigate the options and find a streamlined solution to meet their healthcare needs. Pager helps address this central issue plaguing healthcare consumers – fragmentation. The care journey can be complicated and confusing, especially for patients who might not have a deep understanding of the healthcare system. Through its work with health plans, Pager supports patients by connecting them with care, guidance and customer support throughout the entirety of their healthcare journey. Pager’s virtual care collaboration and communications platform offers an integrated, full-service experience including triage, telemedicine, e-prescriptions, appointment scheduling, aftercare follow-up, care advocacy, and customer service. Its omni-channel platform connects the fragmented healthcare ecosystem by providing access to a care team of nurses, doctors, pharmacists, coordinators, advocates, and more. Pager gives patients the opportunity to receive care at their own convenience through a platform that not only offers telehealth, but additional services that ultimately create an all-encompassing healthcare experience. The platform provides a combination of high-tech AI automation and high-touch, human-first services, granting patients access to a personalized, engaging, and supportive experience while simplifying the complexity of the healthcare system.
Pager’s platform provides an array of services that help patients navigate their personal, unique care paths from diagnosis and treatment, to customer service needs and post-care follow-ups. Through Pager’s platform, patients are connected with nurses who conduct triage with assistance from machine learning and AI-supported chatbots to better understand the patient’s health needs and determine the next best steps. Once patients are triaged, nurses on Pager’s platform can determine the most appropriate care path for the individual they are communicating with. Examples of next steps include providing instructions for at-home care, arranging a telehealth visit that can be conducted directly within Pager’s platform or with a third-party telemedicine provider, helping a patient schedule an in-person appointment or advising that they visit a brick-and-mortar healthcare facility to receive treatment in emergency situations. To further support patients along the path toward resolving their health concerns, Pager offers additional resources beyond triage and telemedicine to supplement a patient’s care journey, such as e-prescriptions, health insurance benefits assistance, care advocacy, customer service, and aftercare follow-up. By offering a central hub of medical professionals and care services that can all be accessed on a singular platform, Pager is able to create a streamlined experience for patients who can access services 24/7 at their convenience and location of choice.
While many telehealth products are point solutions or address singular health needs, Pager reduces healthcare fragmentation by delivering a variety of care services within a single consumer experience and guiding patients through the entire healthcare journey. As a result, Pager reduces costs for organizations, improves the consumer experience, and supports individuals in making better decisions for their health. Pager’s platform uses artificial intelligence and machine learning to augment high-touch services and deliver whole-person care, which sets the platform apart from single-service solutions that focus on one element of treatment, like appointment scheduling or diagnostics. Pager’s virtual care platform connects patients with comprehensive services, data and a full care team to help them navigate through not only their health concerns, but also questions about their health plan and benefits. The platform can ultimately help direct patients to the right form of care, reducing unnecessary in-person visits to emergency departments or urgent care centers and speeding up the care journey.
As patients turned to virtual care during the COVID-19 pandemic, it became evident that transactional video visits with doctors and point solutions that address only specific health concerns were not supportive of a patient’s whole health. Pager's platform, in contrast, brings together all parts of the healthcare journey into a single experience. Pager’s platform enables triage and care teams to communicate 24/7 with patients about health concerns and guide patients to the most appropriate care for them. This offering has been especially critical during the COVID-19 pandemic when patients are wary of receiving in-person care when it could increase their risk of contracting COVID-19. The nurses and care team working in the platform witnessed a significant rise in the number of patient encounters beginning in January 2020 through April of that same year, with an increase in utilization of nearly 363%. While transactional telemedicine providers began to see utilization decreases in the second half of 2020, Pager’s numbers continued to climb, with Pager experiencing 150% more serviced chats in April 2021 than in April 2020. Of these encounters, 66%, on average, were served by virtual care or at home self-care, reducing unnecessary care utilization and the spread of COVID-19 by keeping more individuals at home. Pager Aftercare, which offers follow-up check-ins from nurses to ensure continuity of care and reduce barriers, was also proven to improve the patient experience and access – the program demonstrated an 87% engagement rate, and 56% of patients enrolled used Pager’s services again.
Pager recognizes that there are barriers and fragmentation within the care continuum that make it difficult for consumers to navigate. Pager strives to unite all facets of care virtually to simplify processes while making healthcare more approachable and convenient, like “having a doctor in the family.”