SEPTEMBER 2023 RELEASES
September 2023 Releases
Transforming the Patient Journey: From Reactive to Proactive Care
Anyone who has experienced a complex or chronic health issue knows firsthand that the patient care journey can be a frustrating and fragmented one:
- Missing calls from doctors because they're using random 10-digit numbers when calling you with your results.
- Losing track of scheduling your next doctor’s visit; then facing a fully-booked calendar when you’re at your sickest and need an appointment the most.
- Being batted around to different specialists and repeating your history each time, afraid they’ll miss some vital piece of information.
In the last several years, the healthcare industry has been undergoing a transformation from this fragmented, reactive care model to a data-driven proactive care model that promises to lower overall system healthcare costs and improve patient experience and outcomes.
Proactive Care vs. Reactive Care
A reactive care model is what we’ve traditionally practiced – wait until you’re really sick to see the doctor, then “out of sight, out of mind” until the next doctor’s visit. Reactive health accounts for more than 75% of healthcare spending in the U.S., mainly driven by chronic diseases like heart disease and diabetes which are responsible for 7 of every 10 deaths in the U.S. and yet are either largely preventable or fairly easily managed if patients and providers work closely to practice proactive and preventive care.
Proactive care, by contrast, empowers providers and patients to take an active role in managing the patient’s health – incorporating lifestyle changes, data collection and more frequent touchpoints – to keep the patient healthy. Effectively, it increases the “surface area” of care for a patient in between doctor’s visits. This additional surface area can enable healthcare providers to identify issues earlier on and establish thorough care plans that can delay, prevent or reduce the severity of potential diseases.
At the core of the transformation from reactive to proactive care are the rise of two technologies:
- Remote patient monitoring. The use of mobile phones, wearables and other iOT devices to collect real-time patient vitals and data (“Systems of Data Collection”) which is then streamed to centralized, cloud-based systems your providers can access (“Systems of Record”). Examples of remote patient monitoring devices include:
- Digital glucose, heart and blood pressure monitors that record your vitals
- Smart scales that record your weight and smartwatches that record your exercise and sleep patterns
- Mobile apps that prompt you to input more qualitative data like your mood, pain level or last menstrual cycle.
- Telemedicine. The delivery of patient care by a physician or other clinician virtually over HIPAA-compliant phone, video, SMS or chat rather than in-person ("Systems of Care Delivery"). Today, many health issues can be fully evaluated, and even prescribed medicine for, just by uploading a photo and having a brief text exchange or quick call with a nurse practitioner. And for chronic illnesses, voice- or video-based check ins with your doctor can happen more frequently and replace lengthier, and more time consuming in-person visits.
The challenge this new model poses is what to do with all that patient data? How to decision quickly and take the best action. More specifically, in order to close the gap between access to data and access to care, it requires a system that can be used to determine:
- Which patients to reach out to?
- When exactly or under what circumstance does it make sense to reach out?
- What channel should be used? Calls, texts, email?
- How to get the patient to engage?
- What next step should the patient take? Should they do nothing? Schedule a video appointment? Go straight to the emergency room?
Doctor’s offices were used to you inbounding to them whenever you had an issue, not the other way around, so their existing phone systems or contact center software are not equipped for proactive outbound engagement at scale.
Intelligent Systems of Engagement – How Regal Solves The Missing Piece
The missing piece in the transformation from Reactive to Proactive Care are Intelligent “Systems of Engagement” that can turn real-time patient data at scale into real-time provider actions tailored to each patient’s unique situation.
Here’s how Regal solves this gap:
- Regal streams in patient behavior data and health data in real-time and creates Unified Profiles for every patient.
- The Regal Journey Builder orchestrates which patients to action on and when, based on triggers such as an at-home monitor producing a reading registering above or below certain acceptable thresholds.
- The action required might be an automated SMS check-in or a provider reaching out directly on SMS or phone for an immediate conversation, or can include a provider changing a medication, updating a care plan, ordering a new test, consulting with another clinical team member or scheduling a future appointment.
- Regal's Task Manager routs the highest priority task to the right provider.
- In their Regal Desktop, providers can accept call tasks to start dialing or complete their other tasks, and can access relevant patient data or context necessary to have an informed conversation, including the patient's historical conversation history.
- All activities in Regal are monitored and reported on in order to track adherence and understand what’s working and what’s not. A/B testing can be used to constantly iterate toward the optimal outcomes. And with REGAL AI, what’s mentioned in a call can be used to automatically trigger relevant follow ups.
Real Customer Outcomes
Here are 3 examples of how innovative healthcare companies use Regal to drive proactive patient outreach, high patient engagement and better patient outcomes:
Cadence Health is a leading B2B2C remote patient monitoring service that delivers effective chronic disease management for patients with Hypertension, Heart Failure or Type 2 Diabetes. Using smart, at home devices, 84% of patients take their vitals with Cadence 16+ days per month, leading to a 3.2x increase in patient adherence to guideline directed therapies.
- Before Regal: Cadence’s ticketing-based system lacked omni-channel orchestration or A/B testing capabilities and led to just a 70% task completion rate and 15-20% first call patient answer rate.
- After Regal: Cadence uses Regal’s Journey Builder to personalize outreach to patients across calls and texts based on smart device readings, and to A/B test different outreach strategies. They also rely on Regal’s Task Manager and Reporting to ensure providers don’t lose track of tasks. Providers are now completing 91% of tasks and Cadence’s first call answer rate has doubled to 36%. Higher provider efficiency and greater patient engagement leads to both better patient outcomes and increased ROI for Cadence.
Perry Health is a remote clinic operating across the US that provides data-based personalized care through remote monitoring, nutritional counseling, and support to diabetes patients on Medicare. Patients are provided a connected glucose meter and testing supplies to monitor their glucose levels from home.
- Before Regal: Perry Health initially built an internal custom app to maintain a checklist for each patient, and used Dialpad to manually place calls and texts to patients. This led to tasks getting missed, inefficient manual processes and sub-optimal prioritization of which patients to reach out to when.
- After Regal: Perry Health uses Regal throughout the patient journey to provide proactive end to end care that wows their patients.
- Onboarding: When new patients first receive their glucose meter, an onboarding call is immediately triggered from the Member Experience team to ensure the patient correctly sets up their device. Completion rate of these calls has increased to 90%.
- Accountability Coaching: Wellness Coaches use Regal to reach out to patients proactively over calls and texts to check in and provide individualized care and support. This helps Perry Health increase patient adherence to their care plans.
- Clinical Team: Registered nurses and dietitians use Regal to proactively schedule calls with patients to discuss their diet plans. Appointment reminders and nurture campaigns in Regal have helped increase the appointment show rate from 65% to 83%.
- Remote Patient Monitoring: If a patient’s glucose meter registers a high or low glucose level, the Perry health team uses Regal’s Journey Builder to trigger an immediate call to the patient.
Podimetrics is a virtual care management and technology company that helps prevent diabetic foot complications and amputations using their SmartMat and customizable human-to-human support. By stepping on the Podimetrics SmartMat for just 20 seconds each day, a patient’s food temperatures are monitored over time and alerts are triggered at early signs of inflammation, allowing providers to proactively help reduce inflammation before complications start.
- Before Regal: Podimetrics struggled to get high answer rates on their outbound calls. They often showed up as Spam or a random 10-digit number (even though they were critical to the patients health), so patients ignored them.
- After Regal: Podimetrics' answer rates on outbound calls increased by a double digit percentage, allowing them to reach more customers with a single outreach.
Improve Patient Outreach and Service with Regal
Transform your patient journey from reactive to proactive with Regal's cutting-edge solutions. By leveraging Regal's branded caller ID, SMS campaign, and Journey Builder capabilities, healthcare providers can personalize outreach, increase patient engagement, and improve overall patient outcomes. Regal’s tools enable efficient and effective communication, ensuring patients receive timely and relevant information.
Explore how other leading healthcare brands have benefited by visiting our customer case studies. For an in-depth understanding of our innovative approach, tune into our B2C Sales Podcast. Ready to see Regal in action? Request a demo today and discover how our solutions can revolutionize your patient engagement and service delivery.
Latest Blog Posts
.jpg)
.png)
How are Generative AI Voice Agents Different from AI Voice Assistants?
When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.
.jpg)
.jpg)
.jpg)
.png)
.jpg)
.jpg)
.avif)
.avif)
5 Ways to Improve Agent Productivity & 5X Outbound Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
.avif)
.avif)
8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
.avif)
7 Best Use Cases for AI Voice Agents in Your Contact Center
As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
.avif)
Insurtech Insights: How Regal Drives Revenue Across the Policy Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
.avif)
Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
Innovating on Patient Care | B2C Sales Podcast Episode 7
Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.
How SoFi, Perry Health & Allstate Personalize CX at Scale
Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
.jpeg)
Introducing Collaboration-Native Features to CCaaS
Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.
How Regal.io is Turning the $40B CX Industry on Its Head
Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.
New SMS & Branded Caller ID Rules Are Enhancing Customer Experience
Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
Announcement: Regal Conversation Intelligence
Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.
Caller ID vs. CNAM vs. Branded Caller ID: What’s the Difference?
Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.
Supercharge Customer Engagement with the Regal & Braze Integration
Existing B2C sales, service, and retention teams can now leverage Braze’s cross-channel messaging capabilities with Regal’s outbound phone & SMS sales platform to personalize their outreach, drive better customer outcomes, and ultimately generate revenue for the business.
How Regal Helps Consumer Lenders Achieve Growth in Tough Times
Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.
Meet Regal Call Branding™: Branded Caller ID for 400M+ US Devices
We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.
Q&A with Perry Health’s Scott Chesrown
Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.
Treat your customers like royalty
Ready to see Regal in action?
Book a personalized demo.
Thank you! Click here if you are not redirected.
Oops! Something went wrong while submitting the form.
