U.S. patent application number 13/792492 was filed with the patent office on 2016-07-21 for availability management processing for brokered engagements.
This patent application is currently assigned to AMERICAN WELL CORPORATION. The applicant listed for this patent is Roy Schoenberg. Invention is credited to Roy Schoenberg.
Application Number | 20160212182 13/792492 |
Document ID | / |
Family ID | 51165850 |
Filed Date | 2016-07-21 |
United States Patent
Application |
20160212182 |
Kind Code |
A9 |
Schoenberg; Roy |
July 21, 2016 |
Availability Management Processing for Brokered Engagements
Abstract
Described are techniques for providing broker services to
consumers and service providers. A system sends a graphical user
interface to allow a service provider to set that service
provider's availability to engage in a real-time consultation with
a consumer across provider networks that the service provided is
associated with and corresponding provider practices within the
provider network.
Inventors: |
Schoenberg; Roy; (Boston,
MA) |
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Applicant: |
Name |
City |
State |
Country |
Type |
Schoenberg; Roy |
Boston |
MA |
US |
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Assignee: |
AMERICAN WELL CORPORATION
Boston
MA
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Prior
Publication: |
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Document Identifier |
Publication Date |
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US 20140201649 A1 |
July 17, 2014 |
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Family ID: |
51165850 |
Appl. No.: |
13/792492 |
Filed: |
March 11, 2013 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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12264524 |
Nov 4, 2008 |
8738727 |
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13792492 |
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11763680 |
Jun 15, 2007 |
7590550 |
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12264524 |
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61753528 |
Jan 17, 2013 |
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60824966 |
Sep 8, 2006 |
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60828921 |
Oct 10, 2006 |
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60828924 |
Oct 10, 2006 |
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60829139 |
Oct 11, 2006 |
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60829140 |
Oct 11, 2006 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06F 19/3418 20130101;
G06Q 10/10 20130101; G16H 40/20 20180101; G06F 3/0484 20130101;
G16H 10/60 20180101; G16H 40/63 20180101; G16H 80/00 20180101; G06Q
50/22 20130101; H04L 65/403 20130101 |
International
Class: |
H04L 29/06 20060101
H04L029/06 |
Claims
1. A computer-implemented method comprising: sending by one or more
computer systems a graphical user interface that when rendered on a
display allows a service provider to set that service provider's
availability to engage in a real-time consultation with a consumer,
the graphical user interface comprising: at least one listing of
provider networks that the service provided is associated with, and
with the at least one listing of provider networks including: a
listing of items corresponding to provider practices within the
provider network; and a plurality of controls juxtaposed at least
one of the at least one listing of provider networks and the items
corresponding to provider practices, the plurality of control
items; and receiving by the one or more computers a message from a
user selection of at least one of the plurality of controls to
cause the one or more computers to set that service provider's
availability status for the at least one of the at least one
listing of provider networks and the items corresponding to
provider practices.
2. The method of claim 1, wherein the graphical user interface
further comprises a listing of a number of consumers currently
waiting for the service provide in each of the at least one
provider network.
3. The method of claim 2, wherein the graphical user interface
further comprises a listing of a waiting time for a consumer from
the listing of the number of consumers currently waiting for the
service provide in each of the at least one provider network.
4. The method of claim 1, wherein the plurality of controls are
pull-down menu controls that present different availability
statuses to the user.
5. The method of claim 1, wherein the service provider availability
status is one of available, not available or on call.
6. The method of claim 1, wherein the at least one listing of
provider networks is a first listing, the method further comprises:
sending the graphical user interface that when rendered, renders a
plurality of listings of provider networks including the first
listing of provider networks, which the service provided is
associated with.
7. The method of claim 6 wherein at least some of the controls of
the plurality of controls are juxtaposed the plurality of listings
in the graphical user interface and with at least a different
portion of the controls of the plurality controls juxtaposed items
corresponding to provider practices.
8. The method of claim 1, wherein the graphical user interface
further displays a total of the number of consumers currently
waiting for the service provide in all of the provider
networks.
9. A computer program product tangibly stored on a computer
readable storage device for managing availability of a service
provider associated with a system that brokers engagements of
consumers and service providers, the computer program product
comprising instructions for causing a computer to: send a graphical
user interface that when rendered on a display allows a service
provider to set that service provider's availability to engage in a
real-time consultation with a consumer, the graphical user
interface comprising: at least one listing of provider networks
that the service provided is associated with, and with the at least
one listing of provider networks including: a listing of items
corresponding to provider practices within the provider network;
and a plurality of controls juxtaposed at least one of the at least
one listing of provider networks and the items corresponding to
provider practices, the plurality of control items; and receive a
message from a user selection of at least one of the plurality of
controls to cause the one or more computers to set that service
provider's availability status for the at least one of the at least
one listing of provider networks and the items corresponding to
provider practices.
10. The product of claim 9 wherein the graphical user interface
further comprises a listing of a number of consumers currently
waiting for the service provide in each of the at least one
provider network.
11. The product of claim 9 wherein the graphical user interface
further comprises a listing of a waiting time for a consumer from
the listing of the number of consumers currently waiting for the
service provide in each of the at least one provider network.
12. The product of claim 9 wherein the at least one listing of
provider networks is a first listing and the product further
comprises instructions to: send the graphical user interface that
when rendered, renders a plurality of listings of provider networks
including the first listing of provider networks, which the service
provided is associated with.
13. The product of claim 12 wherein at least some of the controls
of the plurality of controls are juxtaposed the plurality of
listings in the graphical user interface and with at least a
different portion of the controls of the plurality controls
juxtaposed items corresponding to provider practices.
14. The product of claim 9 wherein the graphical user interface
further displays a total of the number of consumers currently
waiting for the service provide in all of the provider
networks.
15. An apparatus comprising: 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: send a graphical user
interface that when rendered on a display allows a service provider
to set that service provider's availability to engage in a
real-time consultation with a consumer, the graphical user
interface comprising: at least one listing of provider networks
that the service provided is associated with, and with the at least
one listing of provider networks including: a listing of items
corresponding to provider practices within the provider network;
and a plurality of controls juxtaposed at least one of the at least
one listing of provider networks and the items corresponding to
provider practices, the plurality of control items; and receive a
message from a user selection of at least one of the plurality of
controls to cause the one or more computers to set that service
provider's availability status for the at least one of the at least
one listing of provider networks and the items corresponding to
provider practices.
16. The apparatus of claim 15 wherein the graphical user interface
further comprises a listing of a number of consumers currently
waiting for the service provide in each of the at least one
provider network.
17. The apparatus of claim 15 wherein the graphical user interface
further comprises a listing of a waiting time for a consumer from
the listing of the number of consumers currently waiting for the
service provide in each of the at least one provider network.
18. The apparatus of claim 15 wherein the at least one listing of
provider networks is a first listing and the product further
comprises instructions to: send the graphical user interface that
when rendered, renders a plurality of listings of provider networks
including the first listing of provider networks, which the service
provided is associated with.
19. The apparatus of claim 18 wherein at least some of the controls
of the plurality of controls are juxtaposed the plurality of
listings in the graphical user interface and with at least a
different portion of the controls of the plurality controls
juxtaposed items corresponding to provider practices.
20. The apparatus of claim 18 wherein the graphical user interface
further displays a total of the number of consumers currently
waiting for the service provide in all of the provider networks.
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 sending by one or
more computer systems a graphical user interface that when rendered
on a display allows a service provider to set that service
provider's availability to engage in a real-time consultation with
a consumer, the graphical user interface including at least one
listing of provider networks that the service provided is
associated with, and with the at least one listing of provider
networks including a listing of items corresponding to provider
practices within the provider network, and a plurality of controls
juxtaposed at least one of the at least one listing of provider
networks and the items corresponding to provider practices, the
plurality of control items, and receiving by the one or more
computers a message from a user selection of at least one of the
plurality of controls to cause the one or more computers to set
that service provider's availability status for the at least one of
the at least one listing of provider networks and the items
corresponding to provider practices.
[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 send a
graphical user interface that when rendered on a display allows a
service provider to set that service provider's availability to
engage in a real-time consultation with a consumer, the graphical
user interface including at least one listing of provider networks
that the service provided is associated with, and with the at least
one listing of provider networks including a listing of items
corresponding to provider practices within the provider network,
and a plurality of controls juxtaposed at least one of the at least
one listing of provider networks and the items corresponding to
provider practices, the plurality of control items, and receive a
message from a user selection of at least one of the plurality of
controls to cause the one or more computers to set that service
provider's availability status for the at least one of the at least
one listing of provider networks and the items corresponding to
provider practices.
[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
apparatus to send a graphical user interface that when rendered on
a display allows a service provider to set that service provider's
availability to engage in a real-time consultation with a consumer,
the graphical user interface including at least one listing of
provider networks that the service provided is associated with, and
with the at least one listing of provider networks including a
listing of items corresponding to provider practices within the
provider network, and a plurality of controls juxtaposed at least
one of the at least one listing of provider networks and the items
corresponding to provider practices, the plurality of control
items, and receive a message from a user selection of at least one
of the plurality of controls to cause the one or more computers to
set that service provider's availability status for the at least
one of the at least one listing of provider networks and the items
corresponding to provider practices.
[0007] The following are some of the features within the scope of
the above aspects.
[0008] The graphical user interface includes a listing of a number
of consumers currently waiting for the service provide in each of
the at least one provider network. The graphical user interface
further includes a listing of a waiting time for a consumer from
the listing of the number of consumers currently waiting for the
service provide in each of the at least one provider network. The
plurality of controls is pull-down menu controls that present
different availability statuses to the user. The service provider
availability status is one of available, not available or on call.
The at least one listing of provider networks is a first listing
and further includes a plurality of listings of provider networks
including the first listing of provider networks, which the service
provided is associated with. At least some of the controls of the
plurality of controls are juxtaposed the plurality of listings in
the graphical user interface and with at least a different portion
of the controls of the plurality controls juxtaposed items
corresponding to provider practices.
[0009] The graphical user interface further displays a total of the
number of consumers currently waiting for the service provide in
all of the provider networks.
[0010] One or more of the following advantages may be provided by
one or more of the above aspects.
[0011] Providers can control their displayed availability according
to provider networks and provider practices within provider
networks.
BRIEF DESCRIPTION OF THE FIGURES
[0012] FIG. 1 is a diagrammatic view of an arrangement including a
brokerage system.
[0013] FIGS. 2A and 2B are flow charts useful in understanding next
consumer processing in a brokerage service.
[0014] FIG. 3 is block diagram of an availability process.
[0015] FIG. 4 is a block diagram of an alternative availability
process.
[0016] FIG. 5 is a block diagram of a record.
[0017] FIGS. 5A and 5B are block diagrams of queue structures.
[0018] FIG. 6 is a screenshot of a graphical user interface for a
welcome screen.
[0019] FIG. 7 is a screenshot of a graphical user interface for an
availability management screen.
[0020] FIG. 8 is a block diagram of a queue structure.
[0021] FIG. 9 is a flow chart for assigning providers based on
provider networks/provider practices.
[0022] FIG. 10 is a screenshot of a quick-connect graphical user
interface.
[0023] FIG. 11 is a flow chart for assigning providers based on the
quick-connect graphical user interface.
DETAILED DESCRIPTION
[0024] Overview
[0025] 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).
[0026] 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.
[0027] 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.
[0028] 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.
[0029] 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.
[0030] 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.
[0031] 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.
[0032] 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.
[0033] 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.
[0034] 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.
[0035] 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.
[0036] 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.
[0037] 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.
[0038] 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.
[0039] 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.
[0040] 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.
[0041] 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.
[0042] 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.
[0043] 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.
[0044] 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.
[0045] 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.
[0046] 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.
[0047] 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.
[0048] 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.
[0049] 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.
[0050] The server 12 also includes availability management
processing 30b (discussed in FIG. 4) to access 105 the availability
management interface.
[0051] 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.
[0052] 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.
[0053] 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).
[0054] 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
availability by other providers in their professional domain.
On-call providers are also called into the on-line state when the
fraction of on-line (busy) provider's domain exceeds a certain
threshold.
[0055] Referring now to FIG. 4, provider availability management
30b is shown. In certain embodiments, the provider is presented
with a user interface (FIG. 6) that enables the provider to
selectively control/manage his/her availably status across provider
networks and provider practices of which the provider is affiliated
with. Thus, after log-in 112, the provider sends (not shown) a
request to the server 12 for an availability management interface
(FIG. 6) and server receives 113 one or more indications of the
provider's availably status. The provider sets 114 an availability
status either for each provider practice within a provider network,
or sets 115 an availability status across all provider practices
within a provider network. As the server 12 receives provider set
availability status indications 116, the server repeats the process
and at any juncture (such as after receiving an indication)
transfers 117 the availability status information to the scheduling
process 28.
[0056] The server 12 thus tracks the provider's availability based
not only on any current engagements by the provider, but also on
provider set availability status indications over provider
networks/provider practices. The server will update the provider's
status with particular provider networks/provider practices
according to selections made by the provider. These selections will
in general override default provider availability indications set
by the server 12.
[0057] Referring now to FIG. 5, a consumer (e.g., patient) record
125 is shown. This record is retrieved, e.g., from a queue
consumers waiting to be serviced by a provider or from a database
based on retrieving an entry from the queue of consumers waiting to
be serviced by a provider. The record includes various items 125a-n
of information regarding the consumer.
[0058] Referring now to FIG. 5A, the tracking module 26 (FIG. 1)
transfers 117 (FIG. 4) information about the availability of
providers 16 and the communication capabilities of the consumers 14
and the providers 16 to the scheduling module 28. The scheduling
module 28 uses the tracking information to schedule providers with
consumers. In some embodiments, the scheduling module 26 also uses
provider set availability status indications to either allow
entries into certain queues or not depending on the provider set
status (FIG. 8).
[0059] In one embodiment, each provider, e.g., "provider-a" to
"provider-n" is associated with a queue, e.g., 120a-120n,
respectively. The queue for each provider is filled by the server
12 with entries (as depicted as entries 1 through i and entries 1
through m) that correspond to requests for consultations with a
provider. More specifically, as consumers access the networked
computer system 10 and are processed through the intake process,
entries representing the consumers are produced by the server 12
and those entries are queued.
[0060] In one embodiment, the server 12 stores the entries in
queues of those providers that the server 12 determines has the
least number of entries, in order to balance provider utilization
across the system 10, and to otherwise minimize overall response
time for consumers. The server 12 produces an entry for storage in
one of the queues (generally 120). The server 12 examines the
queues 120a-120n of all providers that are suitable to provide a
consultation with the consumer and the server chooses the queue of
a suitable provider that has the least number of entries waiting to
be processed. The queue, e.g., queue 120a of the chosen provider
(provider-a) is loaded with that entry.
[0061] To select entries from the queue, the server 12 uses in one
embodiment a first in first out priority scheme to retrieve an
entry from the query. Selecting of the next patient control on one
of the aforementioned graphical user interfaces would in this
scheduling algorithm chose the entry that is oldest in the queue.
That is, in servicing consumer requests, for a particular provider,
the server 12 retrieves the entry of a consumer that is next to be
serviced (the oldest entry in the queue 120). As the provider
services that consumer, the server 12 removes the corresponding
entry from that provider's queue and the server 12 promotes all
remaining entries in that queue such that the next entry in the
queue to be serviced will be now be the oldest entry.
[0062] However, in an alternative embodiment, the next patient
algorithm applies a priority scheme based on a priority designation
of patients with those designated as "high priority" being given
precedence over lower priority designations. Any number of priority
designations can be used, with three being a workable number of
designations. Priority designations can be based on an initial
triage that is made during an intake process using either a triage
algorithm or a service representative's assessment based on
information obtained during intake. Many factors can be considered
including, e.g., severity of conditions, degree of overuse of the
brokerage system either by specific individuals or collectively by
individuals in provider practices, e.g., associated with a sponsor
(e.g., an employer/plan), specific employer and/or plan, etc.
Priority can also be based on specific online practices (e.g.,
patients coming in through the "Emergency Management" practice are
higher priority than the "Flu" practice). Priority can consider
multiple ones of those factors. For example, the priority algorithm
can give precedence to the patient triaged with high priority based
on severity of medical conditions and which is the oldest in the
queue.
[0063] With the factor-based priority scheme, for servicing
consumer requests for a particular provider, the server 12
retrieves the entry of a consumer that is next to be serviced at a
priority designation that is currently the highest designation
having entries in the queue 120. As the provider services that
consumer, the server 12 removes the corresponding entry from that
provider's queue and the server 12 promotes all remaining entries
in that queue at that designation such that the next entry in the
queue to be serviced will be now be the oldest entry at that
priority designation. When all entries have been serviced from the
queue with at that priority designation, the server will retrieve
the entry of a consumer that is next to be serviced at a priority
designation in the queue 120 that is the next lowest priority. The
server 12 can also monitor the queues to insure that the queues are
not filled with high priority designations for one provider at such
a rate that the provider cannot service lower priority
designations.
[0064] Referring now to FIG. 5B, in an alternative embodiment, the
queues (generally 120') for each provider are sub-divided or
represented as plural sub-queues with each of the sub-queues
corresponding to an appointment "state." In FIG. 5B, two queues
120a-1 to 120a-2 and 120n-1 to 120n-2 are shown for each of the
providers, e.g., "provider-a" to "provider-n" with the sub-queues
120a-1 to 120a-2 and 120n-1 to 120n-2 representing, "waiting room"
and "scheduled appointments" of the respective providers
"provider-a" to "provider-n."
[0065] In this embodiment, the server using scheduling module 116,
examines the queues of all providers that are suitable to provide a
consultation with the consumer and chooses the appropriate
sub-queue of a suitable provider that has the least number of
entries waiting to be processed for the particular state, e.g.,
"waiting room" and "scheduled appointments." More specifically, for
"telephonic engagements" the server loads entries into the waiting
room queue of the particular provider that has the fewest
entries.
[0066] In servicing requests, for a particular provider, the server
12 retrieves the entry of a consumer that is next to be serviced
from the waiting room for that provider. The next to be serviced is
according to the following priority the oldest entry in the waiting
room. In brokerage systems that allow for telephonic generated
requests with provider call-backs the oldest entry priority would
be adjusted when the server determines that the scheduled
appointment queue of the provider has either an entry for a
scheduled telephonic callback or scheduled appointment that has an
scheduled appointment time that is either equal to the current time
or would be within a time window where the servicing of a waiting
room entry or a new request would adversely impact servicing of
scheduled telephonic callback or scheduled appointment queued
entries. For example, in some embodiments the system 10 could
allocate a set time period of, e.g., 15 minutes to service a
request. Accordingly, the server 12 would not select an entry from
the waiting room queue if there was a scheduled appointment in,
e.g., 10 minutes.
[0067] Telephonic engagements without any scheduling will generally
be placed in and thus serviced from the waiting room sub-queue. As
the provider services a consumer from its sub-queue all remaining
entries (representing other consumers) in that sub-queue are
promoted such that the next entry in the sub-queue to be serviced
will be the next oldest entry.
[0068] In another embodiment, the server 12 can execute the next
patient algorithm that applies a priority scheme based on a
priority designation of patients, as discussed above. Again, the
priority designations are based on an initial triage made during an
intake process considering several of the above mentioned
factors.
[0069] With the factor-based priority scheme, for servicing
consumer requests for a particular provider, the server 12
retrieves the entry of a consumer that is next to be serviced at a
priority designation that is currently the highest designation
having entries in either one of the provider's queues 120'. As the
provider services that consumer, the server 12 removes the
corresponding entry from that provider's queue and the server 12
promotes all remaining entries in that queue at that designation
such that the next entry in the queue to be serviced will be now be
the oldest entry at that priority designation. When all entries
have been serviced from the queue with at that priority
designation, the server will retrieve the entry of a consumer that
is next to be serviced at a priority designation in the queue 120
that is the next lowest priority.
[0070] Referring now to FIG. 6, a graphical user interface 130 that
the server 12 generates and sends to a device used by the provider
is shown. This interface 130 can be sent after a successful
provider log-in to the server 12, e.g., as a welcome screen.
Exemplary potential actions that can occur from the interface 130
include selection of the next patient via next patient control
131a, managing availability via a manage availability control 131b,
and to continue to the provider's home page (as in co-pending
published, application "Reverse Provider Practice" Pub. No.
US-2012-0284362-A1) via selection of the home page control 131c.
The home page allows the provider to sign into specific provider
networks. Other controls can be included in the welcome screen
130.
[0071] Referring now to FIG. 7, a graphical user interface 140 for
managing provider availability is shown. The graphical user
interface 140 depicts provider practices 142. In some embodiments
the provider practices are arranged into one or more provider
networks 144. Each provider will be presented with an instance of
the graphical user interface that is tailored to that provider's
practice. Using "provider-a" as an example, provider-a, is
associated with three provider networks and several provider
practices within each provider network.
[0072] That is, as shown in FIG. 7, "provider-a" is associated with
three provider networks 144, HMSA'S Online Care 144a; NowClinic
144b; and Online Care NY 144c. Within each of provider networks
144a-144c, provider practices 142 are distributed according to
their respective membership. In the HMSA provider network are
included First Care Medical Associates 142a and Second Care Medical
Associates 142b, Third Care Medical Associates 142c and Waikiki
General 142d are among the seven provider practices (generally 142)
under HMSA'S Online Care provider network. Similarly, others of the
provider practices 142 are arranged under provider networks 144b
and 144c.
[0073] Representations in the interface 140 for each of the
provider practices (generally 142) include the following
controls/regions juxtaposed each other in a row per provider
practice: a control that indicates that there is an un-read message
(e.g., e-mail) 145 from the corresponding network; a region that
displays an availability indicator 146, a control to set
availability 147; a region that displays a number of consumers
waiting 148; and a region 149 that displays the highest wait time
of consumers in the particular provider practice. Each of the
provider networks (generally 144) include the following controls: a
control to set availability 150; a region 151 that displays a total
number of consumers waiting from all provider practices 142 within
the particular provider network 144; and a region 152 that displays
the highest wait time of consumers in the particular provider
network.
[0074] Using HMSA'S Online Care provider network 144a and First
Care Medical Associates 142a and Waikiki General 142d provider
practices to further illustrate, the interface 140 shows that the
provider has set availability status in First Care Medical
Associates 142a as "Available" and has set availability status in
Waikiki General 142d as "Unavailable." HMSA'S Online Care provider
network 144a is an example where the provider as chosen to set
availability status individually for each of the provider practices
in HMSA'S Online Care provider network 144a, e.g., First Care
Medical Associates 142a, Second Care Medical Associates 142b, Third
Care Medical Associates 142c, Waikiki General 142d and the
remaining provider practices. In contrast, the Now Clinic Provider
network (all available) and Online Care NY provider network (all
unavailable) had the availability status of each provider practice
in those provider networks set at the provider network level.
[0075] The interface 140 also includes a control 160 to allow the
provider to add a network. The control 160 when selected will cause
the server 12 to retrieve from storage a listing of all networks
that the provider is associated with and will allow the provider to
add a network to the interface 140. Conversely, the interface also
includes a control 162 to allow the provider to remove a network.
The control 162 when selected will cause the server 12 to retrieve
from storage the listing of all networks that the provider has on
the interface 140 and will allow the provider to remove a network
from the interface 140. This functionality of adding and removing
networks can be accomplished using various techniques.
[0076] As also shown in FIG. 7, the interface 140 includes a Next
Patient control 164 for the entire interface 140 and Next Patient
controls 166a, 166b and 166c for each of the provider networks 144a
to 144c, respectively. Selection of the Next Patient control for
the interface 140 will select the next patient according to a
selection algorithm that is employed over all of the provider
networks 144, whereas selection of the Next Patient control for one
of the provider networks will select the next patient in the
corresponding provider network according to the selection algorithm
employed. In some embodiments, the algorithms will only consider
patients in the provider network corresponding to the selection of
the Next Patient control.
[0077] As also shown in FIG. 7, because the provider has chosen to
be unavailable in Online Care NY, the Next Patient control 166c is
greyed-out as is the Next Patient control 164. The Next Patient
control 166b is shown as active and the algorithm will select the
next patient from among all of the provider practices in the Now
Clinic provider network, whereas the Next Patient control 166a also
shown as active, however the algorithm will only select the next
patient from among those provider practices in the HMSA'S Online
Care provider network that the provider has set to the available
status.
[0078] Referring now to FIG. 8, an alternative queue structure 180
is shown. In this alternative, the queues (generally 180) for each
provider are sub-divided or represented as plural sub-queues with
each of the sub-queues corresponding to a provider network 144
(FIG. 7). Thus, three sub-queues 180a-1 to 180a-3 are shown for the
provider corresponding to the particular example of the interface
shown in FIG. 7, and sub-queues 180n-1 to 180n-2 are shown for a
provider "n" that has only two provider networks with which the
provider-n is associated, and that is associated with a different
instance (not shown) of the interface of FIG. 7. Consumer entries
in the sub-queues 180a-1 to 180a-3 and 180n-1 to 180n-2
representing provider networks include a provider practice
indicator 183 that corresponds to a particular provider practice
through which the consumer accessed the brokerage system 10. The
scheduling module 28 would check the provider practice indicator
183 included with the entry, against the provider set availability
status indications (FIG. 7) to determine whether to assign that
consumer to the provider.
[0079] In an alternative, the sub-queues 180a-1 to 180a-3 and
180n-1 to 180n-2 represent provider networks can be further
sub-divided into sub-queues provider practices within a particular
provider network. In another alternative, the sub-queues 180a-1 to
180a-3 and 180n-1 to 180n-2 could be further sub-divided into
"waiting room" and "scheduled appointments" states of the
respective providers "provider-a" to "provider-n."
[0080] Referring now to FIG. 9, the server 12 controls filling of
the queues 180 by the provider's availability status set by the
provider, via interface 140 (FIG. 7) and how incoming requests are
assigned. An incoming request either includes a choice of provider
or causes the server 12 to select the provider. When the incoming
request includes a selection of provider made by the patient based
on attribute matching, the server 12 will only send to the patient
those providers that have sufficient matches and which have an
available status of some type, e.g., currently available, waiting
room etc. Receipt of the request with the selection will cause the
server 12 to add an entry into the appropriate queue of the
selected service provider, according to the provider set,
availability status indications.
[0081] When the server 12 determines the provider, the server 12
assigns incoming requests to providers based on availability
statuses of the providers. Typically, each provider can be
associated with many different provider practices 142 in different
provider networks 144. With providers having the ability to
selectively control availability statuses, the server 12 assigns
incoming requests to providers according to those statuses.
[0082] The server 12 receives 192 requests for engagements with
service providers. The server 12 determines 194 what, if any,
provider practice/provider network the consumer that sent the
request is associated with. The server 12 searches 196 the queues
for providers that can service the consumer request, according to
the determined provider practice/provider network, if any. For
consumer requests associated with a provider practice/provider
network only those provider queues can be searched, whereas for
consumer requests that are not associated with any provider
practices/provider networks only queues of providers that handle
out of network/practice requests are searched.
[0083] The server 12 will assimilate a listing of all open queues
(queues where the provider has not indicated "not available" or
queues of providers that are not logged in) according to the
determined provider practice/provider network. For those providers
that can service the provider practice/provider network associated
with the request, and that are open, the server calculates 198 for
each of those providers, a total number of patients waiting for
each provider across all of the open queues (queues where the
provider has not indicated "not available" or queues of providers
that are not logged in) of the provider. The server 12 determines
200 which of those providers have the fewest total number of
patients in all of the provider's queues. The server assigns 202
the incoming request to the provider with the fewest number of
entries. When a provider has an availability status of "not
available" in either a provider network 144 or a provider practice
142 (FIG. 7), the server 12 will not assign request to the
corresponding queues for that provider or consider that provider's
overall total number of waiting patients, since that provider
cannot at that juncture service the incoming request. In this
embodiment, the server using scheduling module 28, examines the
queues of all providers that are suitable to provide a consultation
with the consumer and chooses the appropriate sub-queue of a
suitable provider that has the least number of entries waiting to
be processed for the provider network 144 or provider practice
142.
[0084] A similar arrangement (not illustrated) can be used for
servicing and selecting providers for consumer requests that are
not associated with any provider practice/provider network. That
is, the server calculates for each of those providers of open
queues that can service out of network/practice requests, a total
number of patients waiting for each provider across all of the open
queues (queues where the provider has not indicated "not available"
or queues of providers that are not logged in) of the provider and
determines those providers having the fewest total number of
patients and assigns the incoming request to the provider with the
fewest number of entries.
[0085] In servicing requests, for a particular provider, the system
retrieves the entry of a consumer that is next to be serviced from
the queue for that provider according to whether the provider
manually selected a patient or selected one of the aforementioned
instances of the Next Patient control according to the algorithm
employed by the server for selection of a next patient.
[0086] As noted, the server 12 includes access control facility 30
that controls how consumers 14 access the system and to what extent
or level the services provided by the system are made available to
consumers. The server 12 also stores and provides access to
consumer information (e.g., contact information, credit and
financial information, credit card information, health information,
and other information related to the consumer and the services
purchased or otherwise used by the consumer) and provider
information (e.g., physician biographies, product and service
information, health related content and information and any
information the provider or the health plan wants to make available
to members) and the access control facility 30 can prevent
unauthorized access to this information. In some examples, the
server 12 exports the consumer information for use in a provider's
office or other facility.
[0087] In some embodiments, consumers may select providers
according to attributes of the provider, such as a geographical
area where the provider is located or which professional
organizations have accredited the provider (e.g., whether a doctor
has board certification in cardiology). Any metrics within the
provider profile can be used to define a list of providers that
meet the consumer's preferences. In this case, the system will use
the consumer's selection to override the least used scheme for
populating provider queues.
[0088] Referring now to FIG. 10, a quick-connect graphical user
interface 210 for accessing various provider types though a
brokerage system is shown. The quick connect graphical user
interface 210 is generated by the server 12 and sent to a user
device, e.g., a tablet computing device 212, as illustrated, a
computer, and the like and the quick-connect graphical user
interface 210 is used to quickly access and connect to the
brokerage system 10. The quick-connect graphical user interface 210
is a minimal interface. The quick-connect graphical user interface
210 renders a plurality of controls 216 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.
[0089] For example, as shown in FIG. 10, the types of providers are
a pharmacist, a nutritionist, an internist, and a beautician. This
is an example of a quick-connect graphical user interface 210 that
allows quick connection with disparate provider types via a general
brokerage system that handles brokering of provider availability
across various different un-related types of providers. Selection
of one of these controls 246 automatically launches a request that
the server 12 uses to find the next available provider of the type
selected. Upon receiving the selection and generating the request,
the server 12 sends to the consumer device a second graphical user
interface (not shown) to enable the consumer 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 216.
[0090] In some embodiments, the controls 216 represent different
specialties within a type of provider, e.g., an internist,
ophthalmologist, and obstetrician/gynecologist with the type of
physician. In other embodiments, the controls 216 are of different
sub-specialties within a particular specialty, e.g., an
endocrinologist, a gastroenterologist, and a cardiologist within
the specialty of internal medicine.
[0091] The quick-connect graphical user interface 210 also includes
a set of controls 218 in the quick-connect user interface 210 that
allows a user to toggle between a quick connect mode of use (as
illustrated by the quick-connect item being un-shaded in graphical
user interface 210) and a provider selection mode that presents
another graphical user interface that lists providers (not shown)
but as discussed in U.S. Pat. No. 7,590,550 mentioned above.
[0092] Referring now to FIG. 11, the server 12 accesses 260 queues
according to provider type, in response to receiving a selection of
a provider type from the quick-connect graphical user interface 240
(FIG. 10). This launches a request for the provider type to cause
the server 12 to select 254 the provider of that type. In some
embodiments, the selection of a provider type from the
quick-connect graphical user interface 240 will launch an interface
(not shown) that allows for a selection of provider made by the
consumer based on attribute matching. The server 12 will only send
to the consumer those providers that have sufficient matches to
attributes and which have an available status of some type, e.g.,
currently available, waiting room etc. Receipt of the request will
cause the server 12 to add 256 an entry into an appropriate queue
of the selected service provider.
[0093] In other embodiments, the server 12 applies the processing
of FIG. 5 where the server stores the entries in queues of those
providers of the appropriate type that the server 12 determines has
the least number of entries, in order to balance provider
utilization across the system 10, and to otherwise minimize overall
response time for consumers, as generally discussed above.
[0094] With the quick-connect graphical user interface 240 plural
queue structures are provided according to a like plurality of
provider types. Thus, the queue arrangements of FIG. 5A, 5B or 8
for example are replicated according to the number of provider
types, meaning that for whatever queue scheme and provider type
scheme are employed there are queues for providers for each of the
types associated with the controls on the interface. Thus, using
FIG. 5B, the queue structure shown in FIG. 5B would be replicated
for each type of provider.
[0095] Modes of Engagement
[0096] Telephonic Callbacks--
[0097] Consumers who wish for a telephonic consultation with a
provider may use a traditional telephone to enter information, as
discussed above, and hangs up and waits for a call-back from a
suitable provider, as also discussed above. Providers are sent
information concerning the consumer in order to understand the
consumer's issue and a telephone number by which the provider
contacts the consumer.
[0098] In some embodiments of the networked computer system 10, the
networked computer system 10 allows consumers to engage provider's
e.g., health professionals "on demand" based on provider
availability. These engagements can be established in various ways
as described in the above mentioned patent. These types of
engagements include:
[0099] Passive Browsing--
[0100] Reference health content is accessed on the brokerage's
website. The website can support the use of licensed content
packages from other vendors to meet the variable preferences of
health plans. For example, key content vendors include
Healthwise.TM., ADAM.TM., Mayo Clinic.TM. and HealthDay.TM..
Content libraries provided by such vendors offer a combination of
articles, imagery, interactive tutorials and related tools that
allow consumers to access content relevant for their health issues.
Many health plans and major employers already possess a license for
the use of one of these content packages.
[0101] Health Risk Assessments--
[0102] The system acquires information from consumers through
automated interaction (e.g., rules-based interaction) in order to
crystallize their needs (e.g., medical risks) and better direct
them. Assessments span from general health to very specific medical
conditions and follow a path of questioning that dynamically
tailors itself based on information already retrieved (e.g., using
predefined rules). As assessments progress, the system constructs
engagement suggestions that the consumer can exercise. Each
suggestion represents both the question to the provider and the
type of provider appropriate to answer it. Consumers may choose to
simply launch such engagements or apply their own discretion as to
the phrasing and the selection of the recipient provider. This is
discussed in more detail below in the context of the consumer
advisor.
[0103] Asynchronous Correspondence--
[0104] The lowest level of true provider interaction is by way of
secure messaging. The question or topic of the engagement is sent
to a selected provider (whether online or not) and can be answered
by this provider at her leisure. Turnaround times are monitored by
the system and are part of the credentials of the provider used for
her selection by consumers. The system informs the consumer once a
response has been received and can allow the consumer to redirect
the question if he needs more urgent response time. For example,
typical types of asynchronous correspondence include e-mail,
instant messaging, text-messaging, voice mail messaging, VoIP
messaging (i.e., leaving a message using VoIP), and paper letters
(e.g., via the U.S. Postal Service).
[0105] Synchronous Correspondence--
[0106] Several forms of synchronous correspondence allow the
consumer and the provider to engage in real-time discussions.
[0107] Synchronous Text Correspondence--
[0108] This may be referred to as a "Chat" module where both sides
of the engagement type their entries in response to each others'
entries.
[0109] The form of communication may be entirely text based but is
still a live communication. Examples include instant messaging and
SMS messaging.
[0110] Web-Based Teleconferencing--
[0111] The use of broadband network connections allows for
real-time voice transmission over the Internet in what is referred
to as full duplex (i.e., both voice channels are open at the same
time). Consumers can opt to have a voice conversation with their
providers using, for example, their computer's speakers and
microphone. Web-based teleconferencing may use VoIP, SIP, and other
standard or proprietary technologies.
[0112] Telephonic Conferencing--
[0113] Consumers who wish for a direct telephonic communication
with a provider or who are not comfortable using their computer may
use a traditional telephone for interaction with a provider. The
consumer may use a dial-in number and an access code that connects
him to the brokerage's servers. Providers are linked to the servers
via VoIP, other data-network-based voice systems, or their own
telephones. Telephonic conferencing may also allow consumers to
request "call me now" functions, in which the provider calls the
consumer (directly or through the brokerage).
[0114] Video Conferencing--
[0115] The system can support video conferencing to allow consumers
to exhibit physical findings to providers if such disclosure is
needed. Consumers and providers may also simply prefer face-to-face
communication, even if remote. Small digital cameras, referred to
as webcams, attached to or built in to personal computers or
laptops can be used for this purpose. Video conferencing can be
provided by standard software or by custom software provided by the
brokerage. Alternatively, dedicated video conferencing
communication equipment or telephones with built-in video
capabilities can be used.
[0116] Semi Synchronous Correspondence--
[0117] Some engagements of a consumer with an online provider
include both synchronous and asynchronous interactions. Part of the
engagement takes place by immediate messaging between the two, but
the provider may ask the consumer to take occasional asynchronous
assessments if, for example, a generic line of question is desired.
This allows the provider to operate more than one consumer
engagement at a time while each consumer is constantly engaged. For
example, semi-synchronous correspondence includes a combination of
e-mail, instant messaging, test messaging, voice calls and mail
messaging, and VoIP calls and VoIP messaging.
[0118] Interactive Voice Response Engagements
[0119] Interactive Voice Response (IVR) systems allow for the
deployment of interactive audio menus over the phone. The caller
can navigate between options, listen to data-driven information,
provide meaningful input, and engage system functions. IVR
engagements extend the reach of the system to the telephone as a
portable consumer interface to launch an engagement in addition to
the Web-based interface. Consumers select a pin code on the
application to authenticate their identity if they call in. Several
types of engagements can be carried out through an IVR system using
suitable logic such as described in the patent. For dial-in
engagements, the consumer calls in and invokes a telephonic
engagement with an available provider. The IVR system extends the
consumer's ability to select a provider to the phone so that the
consumer's interaction resembles one carried out on the Web.
[0120] The IVR system can also be used proactively to pursue
consumers who need a follow-up. At the time of a follow-up, the
system recalls the provider with whom the follow-up is desired (or
the type of provider in case the follow-up is not restricted to a
specific provider), identifies that the provider is available for
an engagement, and attempts to contact the consumer over the phone
to establish a connection for the engagement. Once contacted, the
consumer can decline or ask postpone the call. If the consumer
takes the call, the connection is made. When consumers are pursuing
an engagement with a provider that is either busy or currently
offline, the IVR system allows the consumer to park in a standby
mode until the provider is available. When the provider is
available, the system calls the consumer, identifies the provider
to the consumer, and verifies that the consumer is still interested
in pursuing the call with the provider. If the consumer is still
interested, an engagement is connected.
[0121] In addition to launching engagements, the IVR interface
allows consumers to interact with other services offered by the
brokerage. For example, consumers can instruct the system to fax a
transcript of their information to a fax machine that the consumer
identifies by keying in or speaking its phone number. Using such a
function, a consumer makes key information available to, e.g.,
emergency room personnel or to a provider in an office visit,
without the need to plan, collect, print, and carry the information
to that encounter.
[0122] IVR hardware is readily available from telecommunication
vendors and can be programmed to operate in the context of the
brokerage framework. Authentication is provided through a PIN
number or by other standard methods.
[0123] The consumer information collected by the intake process may
be stored in the databases 27 as part of the overall brokerage
system. In some examples, the consumer information is protected and
secured from unauthorized access and in compliance with the various
legal requirements for storing private consumer information (for
example, HIPPA governs access to an individual's health care
information). The database 27 may also the process logic and rules
data including the business logic of an application or rules for a
rules engine that implements the consumer advisor module.
[0124] The brokerage extends the result of any engagement to a
physical point of care or service provider to allow continuation or
escalation of services beyond those provided in the electronic
encounter.
[0125] Embodiments can be implemented in digital electronic
circuitry, or in computer hardware, firmware, software, or in
combinations thereof. Apparatus of the invention can be implemented
in a computer program product tangibly embodied or stored in a
machine-readable storage device for execution by a programmable
processor; and method actions can be performed by a programmable
processor executing a program of instructions to perform functions
of the invention by operating on input data and generating output.
The invention can be implemented advantageously in one or more
computer programs that are executable on a programmable system
including at least one programmable processor coupled to receive
data and instructions from, and to transmit data and instructions
to, a data storage system, at least one input device, and at least
one output device. Each computer program can be implemented in a
high-level procedural or object oriented programming language, or
in assembly or machine language if desired; and in any case, the
language can be a compiled or interpreted language.
[0126] Suitable processors include, by way of example, both general
and special purpose microprocessors. Generally, a processor will
receive instructions and data from a read-only memory and/or a
random access memory. Generally, a computer will include one or
more mass storage devices for storing data files; such devices
include magnetic disks, such as internal hard disks and removable
disks; magneto-optical disks; and optical disks. Storage devices
suitable for tangibly embodying computer program instructions and
data include all forms of non-volatile memory, including by way of
example semiconductor memory devices, such as EPROM, EEPROM, and
flash memory devices; magnetic disks such as internal hard disks
and removable disks; magneto-optical disks; and CD_ROM disks. Any
of the foregoing can be supplemented by, or incorporated in, ASICs
(application-specific integrated circuits).
[0127] Other embodiments are within the scope and spirit of the
description claims. For example, due to the nature of software,
functions described above can be implemented using software,
hardware, firmware, hardwiring, or combinations of any of these.
Features implementing functions may also be physically located at
various positions, including being distributed such that portions
of functions are implemented at different physical locations.
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