Quick-Connection for Brokered Engagements

Abstract

Described are techniques for accessing a brokerage system for providing broker services to consumers from various service providers. A graphical user interface renders a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls. Upon receiving the request a second graphical user interface is sent to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

Description

[0001] This application claims priority under 35 U.S.C. .sctn.119 to U.S. Provisional Patent Application Ser. No. 61/753,528, filed Jan. 17, 2013, and entitled "Processing for Brokered Engagements", the entire contents of which are hereby incorporated by reference.

BACKGROUND

[0002] The present disclosure is directed to connecting consumers with service providers.

[0003] Systems have been developed to connect consumers and their providers over the Internet and the World Wide Web. Some systems use e-mail messaging and web-based forms to increase the level of connectivity between a member of a health plan and his assigned health care provider. The consumer sends an e-mail or goes to a website that generates and sends a message (typically an e-mail or an e-mail type message) to a local provider. These types of services have been broadly referred to as "e-visits." Other health care solutions include technologically advanced telephone communication solutions that use advances in voice communication and data transmission technology to interconnect medical professionals with patients.

SUMMARY

[0004] According to an aspect, a computer-implemented method includes a computer-implemented method including generating a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls, sending by the one or more computers the graphical user interface to a device used by the consumer, receiving the request, and sending to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

[0005] According to an aspect, a computer program product tangibly stored on a computer readable storage device for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to generate a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls, send the graphical user interface to a device used by the consumer, receive the request, and send to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

[0006] According to an additional aspect, an apparatus includes a processor, memory in communication with the processor, and a computer program product stored on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing the processor to a processor, memory in communication with the processor, and a computer program product tangibly stored on a computer readable storage device for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to generate a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls, send the graphical user interface to a device used by the consumer, receive the request, and send to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

[0007] The following are some of the features within the scope of the above aspects.

[0008] The types are different types of providers. Selecting a control in the first user interface that allows a user to toggle between a quick connect mode of use of the graphical user interface and a mode of use that lists providers.

[0009] One or more of the following advantages may be provided by one or more of the above aspects. Consumers can engage with the system using various modalities, including registered user, guest user and anonymous user. In particular an anonymous user modality is very useful for those types of individuals that may have serious issues, but which are generally reluctant to discuss issues with strangers.

BRIEF DESCRIPTION OF THE FIGURES

[0010] FIG. 1 is a diagrammatic view of an arrangement including a brokerage system.

[0011] FIGS. 2A and 2B are flow charts useful in understanding next consumer processing in a brokerage service.

[0012] FIG. 3 is block diagram of an availability process.

[0013] FIG. 4 is a block diagram of an alternative availability process.

[0014] FIG. 5 is a block diagram of a record.

[0015] FIGS. 5A and 5B are block diagrams of queue structures.

[0016] FIG. 6 is a screenshot of a graphical user interface for a welcome screen.

[0017] FIG. 7 is a screenshot of a graphical user interface for an availability management screen.

[0018] FIG. 8 is a block diagram of a queue structure.

[0019] FIG. 9 is a flow chart for assigning providers based on provider networks/provider practices.

[0020] FIG. 10 is a screenshot of a quick-connect graphical user interface.

[0021] FIG. 11 is a flow chart for assigning providers based on the quick-connect graphical user interface.

DETAILED DESCRIPTION

[0022] Overview

[0023] The system described below provides an integrated information and communication platform that enables consumers of services to access service providers to consult and to carry out such consultations in an efficient manner. Consumers are able to consult with an expert service provider even when the two parties are geographically separated. This integrated platform is referred to as a brokerage system (or depending on the context brokerage service).

[0024] Referring now to FIG. 1, an exemplary networked computer system 10 for engaging a consumer in a brokered consultation with a service provider includes a computerized system or server 12 for processing requests from consumers 14 at client systems 14a to engage with providers 16 at provider systems 16a. The networked computer system 10 implements a brokerage service embodied as web-based engagement brokerage. The networked computer system 10 includes a web server 18 to receive on-line web-based requests and which provides web-based communication channels between a provider and a consumer using a web browser or the like.

[0025] The server 18 receives a request for a consultation. The request is parsed to identify the particular ailment or concern, etc. of the patient 14. The server 12 includes an availability or presence tracking module 26 for tracking the availability of the service providers 16. Availability or presence of service providers is tracked actively or passively.

[0026] In an active system, one or more of the service providers 16 provides an indication to the server 12 that the one or more service providers are available to be contacted by consumers 14 and an indication of the mode by which the provider may be contacted. In some examples of an active system, the provider's computer, phone, or other terminal device periodically provides an indication of the provider's availability (e.g., available, online, idle, busy) to the server 12 and a mode (e.g., text, voice, video, etc.) by which he can be engaged.

[0027] In a passive system, the server 12 presumes that the service provider 16 is available by the service provider's actions, including connecting to the server 12 or registering the provider's local phone number with the system. In some examples of a passive system, the server 12 indicates the provider 16 to be available at all times until the provider logs off, except when the provider is actively engaged with a consumer 14.

[0028] The server 12 also includes one or more processes in addition to the tracking module 26, such as a scheduling module 28. The server 12 accesses one or more databases 27. The components of the server 12 and the web server 18 may be integrated or distributed in various combinations, as is commonly known in the art.

[0029] The networked computer system 10 allows a consumer 14 to communicate with a provider 16. The consumer 14 and provider 16 connect to the server 12 through a website or other interface on the web server 18 using client devices 14a and 16a, respectively. Client devices 14a and 16a can be any combination of, e.g., personal digital assistants, cell phones, computer systems, media-player-type devices, and so forth. The client devices 14a and 16a enable the consumers 14 to input and receive information as well as to communicate via video, audio, and/or text with the providers 16.

[0030] At the instant a consumer 14 desires to connect and communicate with a provider, the server 12 determines whether that provider is available. If that particular provider 16 is available, the server 12 assesses the various modes of communication that are available forwards connection information of the consumer 14 to the service provider 16 through one or more common modes of communication. The system selects a mode of communication to use based in part on the relative utility of the various modes.

[0031] A mode of engagement has both the consumer 14 and the provider 16 use web-based consoles, as this allows each of the other modes to be used as needed. For example, consumers and providers may launch chat sessions, voice calls, or video chats from within a web-based console like that shown in FIG. 2A, below. A web based console also provides on-demand access to records, such as the consumer's medical history, and other information. If only one of the participants in an engagement has access to a web console, the server 12 connects that participant's console to whatever form of communication the other party has available. For example, if the consumer is on the phone and the provider is using a web browser, the server 12 may connect the consumer's phone call to a VoIP session that the provider can access through the web. If the provider 16 is not available, the server 12 identifies other available providers 16 that would meet the consumer 14's needs. The server 12 enables the consumer 14 to send a message to the consumer's chosen provider.

[0032] The server 12 includes an access control facility 30 that manages and controls whether a particular consumer 14 can access the networked computer system 10 and what level or scope of access to the features, functions, and services the networked computer system 10 will provide. The server also includes next consumer processing 30a that selects the next consumer according to an algorithm that manages provider queues, but that allows a provider to access the next consumer at various stages of the provider's interaction with the server. The server also includes availability management 30b processing that allows the provider to control availability across provider networks and practices as will be discussed below.

[0033] Provider networks are groups of affiliated provider practices and/or affiliated service providers. However, not all provider practices need be associated with a provider network. For example, individual service providers are also able to register and enroll with the system. Individual service providers are independent service providers not affiliated with a provider network and need not be a provider practice. Thus in the example of FIG. 7 if the particular provider was doing business under her own name her name would appear in the dashboard.

[0034] Examples of provider networks are entities that sponsor/host instances of the on-line care brokerage system, examples of which are insurance companies, whereas examples of provider practices are individual employers or independent practices of providers such as physician practices or hospitals, clinics etc. that affiliate with a particular provider network. In some instances, some of the types of entities that are provider practices as stated above could sponsor/host instances of the on-line care brokerage system and thus be a provider network. One of the significant distinctions between an entity that is viewed as a provider network and one that is viewed as a provider practice is that the provider network is responsible for providing the on-line care brokerage infrastructure either directly or by a hosting relationship with another entity and also is responsible for recruiting a supply of service providers.

[0035] One advantage that the brokerage provides is that the brokerage constantly monitors the availability of a provider for an engagement. Thus, consumers receive relatively quick attention to address their questions or concerns. The server 12 can cause a communication channel to be established between the consumer and the provider via a web browser or the like. The server 12 identifies service providers 16 that are available at any given moment to communicate with a consumer about a particular product, service, or related topic or subject, for example, a medical condition.

[0036] In order to achieve such a level of availability, the networked computer system 10 assimilates the discretionary or fractional availability windows of time offered by individual providers at stations 16a into a continuous availability perception by consumers. Consumers will have little expectation that the same provider will be constantly available, rather, they expect that some provider will be available.

[0037] By way of illustration, the networked computer system 10 services patients that are members of healthcare plans. For example, the service providers 16 may be physicians, and the service consumers 14 may be patients. The service providers and service consumers may also be lawyers and clients, contractors and homeowners, or any other combination of a provider of services and a consumer of services.

[0038] The system enables the consumer to search for providers that are available at the time the consumer is searching, and enables the consumer to engage a provider on a transactional basis or for a one-time consultation. A consumer can use the system for various purposes, such as a consultation or second opinion. An example of details of a brokerage system is discussed in my U.S. Pat. No. 7,590,550 entitled: "Connecting Consumers with Service Providers", the contents of which are incorporated herein in its entirety.

[0039] Referring now to FIG. 2A, next patient processing 30a for use in the networked computer system 10 is shown. In an embodiment, patients send 42 requests for services to the server 12. The requests may include various information such as patient identification, health plan information, plan sponsor, etc. The request is sent to the networked computer system 10 and received 52 by the server 12 for access to an online-care program offered by the system 10. The server 12 finds (not shown) a suitable provider based on attribute matching or assigns a patient to a provider queue with the lowest number of patients waiting. The server 12 places an entry for the patient in a queue discussed below.

[0040] The server also receives 54 at a time asynchronous to the requests (indicated by dashed line) a log-in from a provider. The server generates 56 a service provider graphical user interface as welcome screen, having a next patient control (FIG. 6). This welcome screen is a top level screen in a set of user interfaces (FIGS. 6, 7) that permit a provider to access the server 12 to manage the provider's experience with the brokerage system 10.

[0041] The system sends 58 the welcome screen (see FIG. 5) to the provider, and waits for a selection from the provider. When an action is received by the system, the server determines 60 the action. If the action is next patient, (the provider selected the next patient control) the server 12 executes 62 an algorithm to determine the next patient from patient records in the provider's queues. The server 12 retrieves 68 the next patient record and prepares a session 69 by determining from information received from the patient what services will be required during the session, determining eligibility for services, etc. The server 12 establishes a communication channel between the patient and the provider. When the action is not next patient, the server 12 continues 62 with welcome processing.

[0042] Referring now to FIG. 2B, when the server 12 receives any other selection from the welcome screen, the server 12 determines 80 the action received. For example from the welcome screen, the server can receive a provider's selection to manage availability 82. The server generates 84 a service provider availability management interface (FIG. 6) with the next patient control and sends the interface to the provider's system. The provider manages availability and at that screen at any time can also select the next patient or can select another patient. Alternatively, the server 12 receives 90 from the provider's system a selection from the welcome screen that causes the server 12 to continue to the provider's home page (referred to as a "reverse provider practice graphical user interface") for particular provider networks/practices, as discussed in my co-pending published, application "Reverse Provider Practice" Pub. No. US-2012-0284362-A1 assigned to the assignee of the present invention and incorporated herein by reference in its entirety. Continuing to the provider's home page allows the provider to access graphical user interface for individual provider networks that display the types of health services that are offered by the sponsor to consumers.

[0043] In some implementations, the server generates 92 a service provider home page interface for that provider with the home page also including the next patient control. The provider accesses the home page and interacts with the server 12 though the home page.

[0044] At some point, the provider will engage with a consumer (patient). A selection can be made from one of the interfaces sent by the server 12 such as the service provider availability management interface (FIG. 6) or the service provider home page interface (not shown). If the selection is a next patient, (the provider selected the next patient control) the server 12 executes 93 the next patient algorithm to determine the next patient from patient records in the provider's queues. The server retrieves 95 the next patient record (and prepares a session not shown). The server 12 then establishes 98 a communication channel between the patient and the provider to enable the patient to engage 99 with the provider. When the selection is not next patient, the server 12 retrieves 96 the provider selected patient and the server establishes the channel 98.

[0045] The server 12 prepares a user session (not shown) by determining from information received from the patient what services will be required during the session (see 69, above FIG. 2A). In one example, the server 12 retrieves those services that the sponsor has chosen to be offered services. A sponsor selects offered services based on various factors including costs and usage data. Usage data is indicative of an amount of health services being consumed, by consumers, for a particular type of health service. The various factors can also gender, age, health status of the insured, as well as the availability of the services, cost of the services and how often the services were selected by segments of insured groups of individuals. Also the server can prepare payment information, e.g., co-pays and the like.

[0046] From the provider's viewpoint, the provider chooses a patient from a virtual waiting room. The virtual waiting room can include not only registered user patients, but other patients such as patients that are guest or anonymous users. The server 12 facilitates sessions between the patient and the provider by establishing the real time communication channel between devices/systems used by the patient and the provider with the channel being established through the server 12. In other implementations, the server 12 causes establishment of the communication channel between devices/systems by a join of communication channels or by sending the provider connection information to call the patient in a call back mode.

[0047] Referring now to FIG. 3, the server 12 tracks 100 the availability of providers 16 and in some embodiments, on-line consumers 14. When a provider 16 logs 102 into the networked computer system 10, the provider 16 indicates 104 (such as by setting a check box or selecting a menu entry or by responding to a voice prompt) to the tracking module 26 that he or she is available to interact with consumers 14. The provider 16 can also indicate 106a to the tracking module 26 (such as by setting a check box or selecting a menu entry or by responding to a voice prompt) the modes (e.g., telephone, chat, video conference) by which a consumer 14 can be connected to the provider 16.

[0048] The server 12 also includes availability management processing 30b (discussed in FIG. 4) to access 105 the availability management interface.

[0049] Alternatively, the tracking module 26 determines 106b the capabilities of the terminals 14a and 16a the consumer 14 and the provider 16 use to connect to the system (for example, by using a terminal-based program to analyze the hardware configuration of each terminal). Thus, if a provider 16 connects to the networked computer system 10 by a desktop computer and the provider has a video camera connected to that computer, the tracking module 26 determines that the provider 16 can be engaged by text (e.g., chat or instant messenger), voice (e.g., VoIP) or video conference. Similarly, if a provider 16 connects to the system using a handheld device such as a PDA, the tracking module 26 determines that the provider 16 can be engaged by text or voice, whereas, if the consumer connects to the networked computer system 10 via a telephone for a telephonic engagement the provider will reply with a telephone call to the consumer. The tracking module 26 can also infer 106c a provider's availability and modes of engagement by the provider's previously provided profile information and the terminal device through which the provider connects to the system. The availability information can be transferred 108 to scheduling.

[0050] Providers participating in the brokerage system 10 can have several states of availability at different times. States in which the provider may be available include "on-line", in which the provider is logged-in and can immediately accept new engagements in any mode, "on-line (busy)", in which the provider is logged-in but is currently occupied in another engagement, and "scheduled", in which the provider is offline but is scheduled to be online at a designated time-point and can pre-schedule engagements for it. A provider can also be not-logged in and thus unavailable.

[0051] Also, while not online, the provider can take messages as in offline state. Thus, another state includes off-line, in which the provider is not logged in but can take message-based engagements (i.e., asynchronous engagements), out-of-office, in which the provider is not accepting engagements or messages, and "on call", in which the provider is offline and can be paged to go to on-line status by the brokerage network if traffic load demands it (in some examples, consumers see this state as offline).

[0052] The operating business model for the provider network employs a remuneration scheme for affiliated providers that helps assure that the consumers can find providers in designated professional domains in the online mode. For example, selected providers can be remunerated for being in the on-call mode to encourage on-line availability in case of low discretionary

Claims

1. A computer-implemented method comprising: generating a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls; sending by the one or more computers the graphical user interface to a device used by the consumer; receiving the request; and sending to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

2. The method of claim 1, wherein the types are different types of providers.

3. The method of claim 1, further comprising: receive a message by a user selecting a control in the first user interface that allows a user to toggle between a quick connect mode of use of the graphical user interface and a mode of use that lists providers.

4. A computer program product tangibly stored on a computer readable storage device for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to: generate a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls; send the graphical user interface to a device used by the consumer; receive the request; and send to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

5. The product of claim 4 wherein the types are different types of providers.

6. The product of claim 4, further comprising: receive a message by a user selecting a control in the first user interface that allows a user to toggle between a quick connect mode of use of the graphical user interface and a mode of use that lists providers.

7. An apparatus comprising: a processor; memory in communication with the processor; and a computer program product tangibly stored on a computer readable storage device for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to: generate a first graphical user interface for accessing a brokerage system for providing broker services to consumers from service providers, the graphical user interface rendering a plurality of controls that when selected by a consumer, sends a request to consult with a service provider of a type associated with the corresponding one of the plurality of controls; send the graphical user interface to a device used by the consumer; receive the request; and send to the consumer a second graphical user interface to enable the user to provide information to a service provider for use during a consultation with a service provider of the type associated with the corresponding one of the controls.

8. The apparatus of claim 7 wherein the types are different types of providers.

9. The apparatus of claim 7, further comprising: receive a message by a user selecting a control in the first user interface that allows a user to toggle between a quick connect mode of use of the graphical user interface and a mode of use that lists providers.