Lowell Community Health Center improves health equity through automated multi-language digital engagement
How Epic-based Montage Health delivers better care and does so more efficiently
Annual value from revenue capture and cost savings
Reduction in no-shows
Increase in point-of-service cash collections
FTEs capacity created
Study in brief
Over the past two years, Notable and Montage Health have partnered on Registration and Intake, Referrals, and Care Gap Closure. Through a detailed study, we’ve assessed the tangible benefits of this partnership.
The partnership yields Montage Health an estimated $2 million in annual gross value through revenue capture and cost savings. This result shows how an AI platform can improve financial performance and operational efficiency. Montage Health had already transitioned from analog to digital with its EHR implementation, and adding AI and automation unlocked further benefits.
No-show rates dropped by 11 percent with automated appointment reminders and the ability to confirm or cancel digitally, boosting resource utilization.
The point-of-service cash collections rate has increased by 2.8 percent. When patients complete their digital pre-registration, they can digitally pay their co-pays and prior balances before arriving at the appointment. These more user-friendly processes are essential for the organization’s financial sustainability.
The partnership also freed up the equivalent of 13 full-time employees (FTEs), allowing resource reallocation to higher priorities. This equates to a 3–6 percent improvement in operational labor efficiency across Montage Health’s ambulatory footprint of approximately 300 FTE staff.
Ultimately, using an AI platform has allowed Montage Health to grow its patient volumes without adding more staff. The collaboration between Notable and Montage Health demonstrates AI and automation's power to significantly improve healthcare delivery.
Lowell Community Health Center improves health equity through automated multi-language digital engagement
Lowell Community Health Center improves health equity through automated multi-language digital engagement
How a community health center improved digital engagement rates by 30% among patients with limited English proficiency
Intelligent Population Health
eClinicalworks
Massachusetts
100+
Lowell Community Health Center (Lowell CHC) is an independent, federally qualified community health center that serves the Greater Lowell, Massachusetts area. Lowell CHC provides access to high quality, culturally competent healthcare services for patients of all ages, cultures and backgrounds — regardless of their ability to pay.
“We recognize that at their core, patients are consumers — they expect ease and efficiency in our practices. Notable enables us to both meet this expectation and redirect our most precious resources to provide high-touch care when it’s needed most.”
patient satisfaction rating
digital completion rate
intakes completed in multiple languages
The challenge
Like many health systems during the coronavirus pandemic, Lowell CHC was challenged with how to effectively identify and engage eligible patients for the COVID-19 vaccine. In addition, Lowell CHC faced yet another roadblock: real-time communication with its diverse patient population — of which more than 40% are not native English speakers.
To improve equitable access to this life-saving vaccine, Lowell CHC partnered with Notable to digitize and automate patient identification, outreach, scheduling, and pre-visit intake workflows for COVID-19 vaccine distribution.
The solution
Lowell CHC leverages community health workers (CHWs) to engage patients through trusted, personalized outreach. Amidst this public health emergency, Lowell CHC identified the need to scale the capacity of each CHW to reach more patients in need of care. With intelligent automation — the combination of artificial intelligence (AI) and robotic process automation (RPA) — Lowell CHC saw an opportunity to expand capacity by eliminating repetitive, manual tasks that consumed a significant portion of CHW time.
Using Notable, Lowell CHC is automating and customizing communications based on social determinants of health such as language and literacy, to identify eligible patients and connect with them in their preferred language, about when and where to receive their vaccine.
