Boosting Healthcare Efficiency with Conversational AI w/ Authenticx CEO, Amy Brown

A lot can be learned by monitoring individual customer service calls, analyzing patient experience, and optimizing call performance, but a systemic and scalable approach has always seemed out of reach.
But new AI technologies are flipping the script on this age-old roadblock.
In this episode of CareTalk, David E. Williams and John Driscoll are joined by Amy Brown, CEO of Authenticx, to explore how AI can improve patient experiences, efficiently gather and analyze data from call centers, and what the future of AI in healthcare holds.
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TOPICS
(0:23) Sponsorship
(1:58) Taking on Patient Experiences in Healthcare
(3:54) How Has the Patient Experience Evolved After COVID?
(6:06) Why Aren't We in the Golden Age of Patient Experience?
(9:28) What Is the Eddy Effect?
(12:33) How to Improve Customer Service in Healthcare?
(14:08) Improving Prescription Renewal Processes
(16:38) Structuring Solutions for Patient Experiences
(20:52) Technology's Role in Improving Patient Experiences
(24:24) Why Was Amy Brown Skeptical of AI?
(25:24) How Can Call Centers Operate Differently with AI?
(28:23) Getting at the Ground Truth of Patient Needs
🎙️⚕️ABOUT CARETALK
CareTalk is a weekly podcast that provides an incisive, no B.S. view of the US healthcare industry. Join co-hosts John Driscoll (President U.S. Healthcare and EVP, Walgreens Boots Alliance) and David Williams (President, Health Business Group) as they debate the latest in US healthcare news, business and policy.
🎙️⚕️ ABOUT AMY BROWN
Amy Brown, the founder and CEO of Authenticx, has built a distinguished career in healthcare, advocating for underserved populations, leading teams to expand coverage, and mastering corporate operations. Drawing on two decades of experience across healthcare and insurance sectors, she founded Authenticx in 2018 to address the missed opportunities in utilizing customer interaction data. Authenticx provides healthcare organizations with a unified source of conversational data, bringing the authentic voice of the patient into the boardroom to drive growth, profitability, and improved healthcare outcomes.
🎙️⚕️ ABOUT AUTHENTICX
Authenticx was established to revolutionize how healthcare organizations listen on a large scale. By harnessing the power of AI, Authenticx transforms everyday conversations into actionable insights, aiming to uncover transformative opportunities within the healthcare sector.
With over 100 years of collective leadership experience in pharmaceutical, payer, and healthcare organizations, the team at Authenticx understands the challenges and opportunities that clients encounter, having navigated similar landscapes themselves. This deep industry knowledge drives their commitment to delivering solutions that truly address the needs of their clients and enhance healthcare outcomes.
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