Videra Health and Baltimore Health Analytics have jointly unveiled an innovative, AI-powered solution tailored for health plans and various organizations aiming to enhance Consumer Assessment of Healthcare Providers and Systems (CAHPS(R)) scores and overall customer satisfaction ratings. Given that CAHPS(R) scores account for approximately 33 percent of Medicare Advantage Star ratings, boosting these scores plays a pivotal role in ensuring that plans effectively cater to their members and can significantly impact reimbursement for payers.

Videra Health automatically initiates patient engagement following a healthcare provider encounter through various communication channels such as cell phones, tablets, laptops, or PCs. This approach enables Videra to gather insights directly from patients about their experiences, allowing them to articulate their thoughts and concerns in their own words. By acquiring this unfiltered feedback, Videra gains valuable context essential for risk-bearing entities serving these members to make operational improvements and enhance the overall patient or member experience. By meeting patients on their preferred communication platform, whether through text, audio, or video-based AI interactions, Videra enhances engagement rates and reduces friction in the process.

Loren Larsen, CEO of Videra Health, emphasized the advantages of this patient-centric approach: "When you can see people and let them explain, in their own words, how they feel, you are in a far better position to serve them than you are by using the traditional approach of giving them a survey and distilling them down to a number. The Videra platform uses AI to both understand the words people are saying and also their emotional state, engaging patients and members to get richer context that’s clinically and operationally very valuable. I’m excited about the opportunity to help health plans and other organizations better understand the needs and concerns of their members and meet these critical required metrics."

As the Videra platform engages with members, its artificial intelligence capabilities discern member profiles and determine additional questions that need answers to gather comprehensive context for actionable insights. Once this valuable information is collected, it is de-identified and forwarded to Baltimore Health Analytics for in-depth data analysis. Baltimore Health Analytics provides a dashboard view of the insights gathered, highlighting areas for improvement, and showcasing how these results impact CAHPS and Star Ratings scores.

Jeff Schoenborn, CEO of Baltimore Health Analytics, commented on this collaboration: "We’re combining the strengths of two best-in-class platforms. Baltimore Health Analytics has always helped cut through the noise and zero in on the most important things for a health plan to focus on. Combining that with Videra’s ability to have a conversation with the member means that health plans are able to take action on the most significant Star Ratings threats early enough to save the rating."

 

Source: businesswire.com

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