--- title: News description: Learn more about how we’re enabling our partners to deliver conversational care. theme: white accent: '#FFFA00' ---

Banner Health Digital Assistant Joins ER Teams

September 18, 2019

A news article about the successful rollout of chatbots across 28 Banner Hospital Emergency Rooms.

The Prescription Patient Support Math Problem: Can You Spare 44,000 Years to Help Everyone Out?

September 17, 2019

A blog focused on prescription drug support and how to scale call center outreach.

Improving the Medicare Patient Experience with Conversational Mobile Technology — The Breakthrough at Banner Health

September 10, 2019

A Banner Health innovation executive describes how they innnovated with Medicare patients.

The Innovator’s Dilemma in Healthcare: Will the Establishment Adapt?

September 4, 2019

A discussion on disruption in healthcare and how it compares to experiences from other industries.

Consumerism in Healthcare — Embracing the DNA of the Wannabe Disruptors

August 20, 2019

Health system, payer, and pharma executives all recognize that the industry must evolve and become more consumer-centric in the way it deals with patients.

Improving Patient Activation and On Ramps to the Healthcare Digital Superhighway

August 7, 2019

A conversation about how to leverage patient information for a more personalized, high-value healthcare experience.

What the Healthcare Industry Can Learn from UberEats and Warby Parker

July 29, 2019

Healthcare can learn a lot from the new class of companies that are redefining the consumer experience with technology that is mobile, interactive and conversational.

Banner Health Deploys LifeLink-Powered Chatbots to Improve Patient Experience Across Emergency Department Network

July 22, 2019

Cardiac Surgery and Patient Experience Technology: A Conversation with Ahmad Sheikh, MD

July 10, 2019

In what could be the ultimate win-win-win scenario, chatbots can increase time for in-person interactions while simultaneously delivering process efficiency and higher satisfaction around surgical procedures.

Roche UK Deploys LifeLink Chatbot as Next Generation Medical Information Desk Virtual Assistant

June 25, 2019

Measuring Satisfaction in an Era of Declining CAHPS Response Rates

June 19, 2019

A discussion about the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties.

What do Shakespeare and patient educational materials have in common? They’re hard to read.

June 5, 2019

What if there was a better way to educate patients? Say hello to conversational technology.

Banner Health Bets on Innovation with Formation of New Initiative

May 31, 2019

Banner Health is investing in innovation. We are thrilled our chatbots are a part of their journey.

Talking Technology in Healthcare — Does the Privacy Bar Change? I Sure Hope Not.

May 29, 2019

Privacy in healthcare is a big deal. As voice becomes a more common way of interacting with devices, confidentiality of personal medical information becomes harder to maintain.

Delivering High-Scale Conversational Precision in the Outbound Call Center

May 21, 2019

A discussion around how chatbots can transform the traditional call center while delivering a better patient experience.

On Zip Codes and Grocery Stores: the Importance of Social Determinants of Health

May 7, 2019

As the industry moves towards more value-based and risk-sharing contracts, providers can’t afford to leave outcomes outside the hospital to chance. Chatbots can help.

Referral Management — Holistic Innovation for Hospital Lead Generation and Patient Engagement

April 17, 2019

How innovators are addressing Referral Management to reduce readmissions and build a tight, long-term patient-provider relationship.

Honesty, Ethics, and Compassion. Is Technology Up for the Task in Healthcare?

April 11, 2019

Doctors and nurses are rock stars, plain and simple. Unfortunately, there are not enough of them to go around. It’s time to refocus innovation efforts.

The Next Level Call Center: Unconstrained, Limitless Patient Engagement

April 3, 2019

How emerging innovations in mobile communications can potentially flip the call center model upside down to something that has unlimited scale, 24x7x365.

The Healthcare Call Center Dilemma: 48 Billion Robocalls, Nobody’s Home

March 21, 2019

Healthcare call centers face many challenges, but help is on the way.

Field Report: How Hospital Leaders are Tackling Patient Engagement

March 15, 2019

A conversation around what innovators are talking about at the nation’s biggest hospitals.

Does Your Healthcare Spark Joy?

February 28, 2019

We’ve managed to sequence the entire human genome, get a man to the moon, and motivate even the most extreme hoarders to adopt the KonMari Method. Could healthcare spark joy?

Systems of Engagement and the Untapped Value Opportunity for Hospitals

February 20, 2019

A discussion around some of the value areas that are being explored as hospitals look to invest in new, patient-centric mobile technology. The strategy of starting in the high value and high volume areas of the hospital has the potential to pay off quickly.

Dr. House’s Secret Weapon: Patient Reported Outcomes

February 13, 2019

Listening to patients matters. Understanding their experience outside the hospital can inform clinical decisions in a way that lab values and imaging never can.

Chatbots and Pharma Research — The Path to Real-World Evidence and Patient Adherence

February 5, 2019

In this episode, Justin Mardjuki and Greg Kefer talk about how chatbots can be a viable option to improve the research process, during both trial and in-market phases across large patient populations.

Press 1 to Stay on Hold Longer: Rethinking Hospital Call Centers

January 30, 2019

Hospital call centers are critical to maintaining hospital-patient communication. It’s time to start recognizing their potential to drive customer satisfaction and loyalty.

Happy or Not: Next Level Patient Satisfaction Measurement

January 22, 2019

This episode of Digital Conversations focuses on patient engagement technology that enables real-time satisfaction measurement.

Conversations are the Best Medicine

January 14, 2019

Let’s 10x the number of conversations patients have with their providers each year. We’ll all be healthier and happier because of it.

The Emergency Department Patient Engagement Opportunity

January 8, 2019

A SlideShare perspective on the ED opportunity and how conversational chatbots can make a difference for patients and clinical teams.

The Art of Conversational Technology Design

December 18, 2018

In this episode of Digital Conversations, Jenn Berry, a Conversational UX Engineer from LifeLink, describes how modern conversational chatbot design must consider the moment and then deliver a patient experience that’s human-like, but also not a human imitation.

The Masters of Urgent Care Need to Become Masters of Urgent Innovation

December 12, 2018

Will transformation of healthcare happen at the speed of bleeding edge tech?

Healthcare Providers are Teaming with Chatbots to Assist Patients

December 8, 2018

Chatbots can improve the customer experience, and improve efficiency. If most of the dialogue and the content is automated, costs will fall sharply.

The Long Arc of Patient Engagement

December 4, 2018

This episode of Digital Conversations is a discussion around the concept of the “long arc” of patient engagement in healthcare — the bi-directional experience versus the broadcast approach that takes place over the course of time between hospitals and their patient populations at scale.

Is There Anything Worse than a Thin Chatbot?

November 27, 2018

Despite significant advancements in chatbot technology, there are a LOT of bots out there that do very little beyond saying “hello” before offering up a batch of Web content or a human agent.

Conversational Tech Talk with the Guys That Build It

November 14, 2018

This episode of Digital Conversations focuses on some of the design concepts that are going on behind the scenes in conversational technology.

Let’s Engage. What Would Don Draper Think About That?

November 7, 2018

The technology behind the modern marketing experience is evolving rapidly.

The Rise of Conversational Technology and its Impact on the Healthcare Industry

November 1, 2018

A brief SlideShare that lays out some facts and concepts about the potential of conversational chatbots in healthcare.

Systems of Record vs. Systems of Engagement in Healthcare

October 24, 2018

In this episode of Digital Conversations, Greg Kefer and Greg Johnsen discuss how EHR systems of record and various engagement solutions can deliver against modern consumer expectations today and in the future.

Generational Innovation in Healthcare — The Boomers and Beyond

October 17, 2018

Baby Boomers and Generation X, next in line to become the heavy users of healthcare, are IT literate and will embrace and expect innovation from their providers.

Why All the Big Talk About AI and Chatbots in Healthcare?

October 17, 2018

With margin-pressure, patient attrition, and dwindling census numbers all top-of-mind, leading CFOs are turning to the retail sector for an engagement tool -- Artificial Intelligence (AI) chatbots.

Patient Engagement Priorities — The Multimillion Dollar Emergency Department Opportunity

October 10, 2018

In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the significant value potential of focusing patient engagement technology investments to improve the emergency department experience.

Four Reasons Why Keeping Patients in the Dark is Such a Bad Idea for Hospitals

September 20, 2018

Consumers expect a high level of IT capability for most of their commercial experiences. Service and retail businesses have been dealing with this for decades. Now it’s time for the healthcare industry to catch up, or pay a steep price moving too slowly.

Advocacy, Reviews and the Era of Consumerism in Healthcare

September 12, 2018

In this Digital Conversations episode, Justin Mardjuki and Greg Kefer discuss recent research into hospital peer review performance and some of the opportunities to improve.

Why Value-Based Programs Aren’t Catching On Faster

September 4, 2018

Still, the transition is inevitable, and the more challenging the environment, the more urgent it will be for providers to be able to work top-of-license and provide high-value clinical care that patients can recognize and appreciate.

The Rise of the Chatbots in Healthcare

August 28, 2018

Chatbots are changing the way people engage with technology. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer describe bot technology, how it works, and where it is impacting the customer experience across healthcare.

The Emergency Department Referral Problem: “Follow Up with Your Doctor” Isn’t Cutting It.

August 16, 2018

It’s this tailored, high-touch experience, replicated across thousands of patients, that will help hospitals transform populations of patients lost to follow-up into highly engaged, loyal patients.

Patients are Consumers. Let’s Treat Them Like It.

August 8, 2018

If hospitals want to win in today’s consumerized, value-driven world, a premium, personalized digital presence is table stakes.

Patient Engagement and Conversational Technology

July 31st, 2018

In this episode of Digital Conversations, Greg Kefer and Greg Johnsen discuss the emerging trend of mobile, conversational technology and how this is changing the way patients will interact with healthcare providers.

Want to Deliver on the Promise of Digital Health? Think Like a Consumer and Move Beyond the App

July 24, 2018

Hospitals should look to other service industries and leverage the lessons they’ve learned to engage their consumers at scale, on mobile. While some companies are finding success with app-only strategies, many leading companies are now meeting their customers where they spend most of their mobile time: message-based channels.

Using Chatbots For Potentially Life-Saving Communication

July 19, 2018

As technology continues to venture its way into the health sector, there seems to be less person-to-person contact in guiding patients back to health. With the increase of technology, patients can now receive health notifications at the click of their fingertip. CareThrough, a healthcare service provider, is joining the technology realm by implementing LifeLink’s AI chatbot for their patients.

Launching a Patient Engagement Initiative? Start in the Emergency Department.

July 17, 2018

Today, hospitals find themselves in a situation where they must compete for patients and revenue. Nailing the Emergency Department experience is a marketing opportunity.

Customer-Centricity — What Lessons Can Healthcare Learn from Retail?

July 9th, 2018

There is a level of DNA that gets built around the customer that begins with marketing awareness and then continues through shopping, the purchase, and then on to continuous engagement that’s designed to drive repeat purchases and peer endorsement. This is where healthcare is headed.

Q&A: Are Chatbots the Answer to Healthcare Improvements?

June 12, 2018

Technology is finding new ways for healthcare to be more seamless for patients and clinicians. This means many companies are turning to and creating chatbots to help assist their clients and patients...

Conversational AI in Healthcare — We’ve Talked the Talk, Now Let’s Walk the Walk

June 10th, 2018

There is also a tremendous patient engagement opportunity with AI. Trzinski added, “What’s driving a lot of it is we’re at this tipping point where patients need to be empowered as consumers and are looking for a retail-like experience.”

LifeLink Partners with CareThrough to Provide High-touch, Personalized Patient Navigation Services

May 17, 2018

“Pairing mobile technology with care navigators helps providers achieve value-based care goals in this new era of the digitally-connected consumer. Our partnership with LifeLink ensures providers can jump the curve to high quality patient engagement and outcomes at scale.” said Dr. Michael Murphy, CEO of HealthChannels.

Mobile Strategy for Patient Engagement — There’s Not an App for That

May 17, 2018

After a successful download of an app, an IT executive may declare victory, but it’s not. In healthcare, an app download is the equivalent of reaching a website home page.

What Can Hospital Yelp Reviews Tell Us About the Patient Experience?

May 5, 2018

The explosion of online health information has transformed us from passive consumers of care services to active purchasers making empowered purchase decisions.

LifeLink Selected by Leading Cancer Centers for Major BRCA Genetic Study

March 8, 2018

“The BFOR trial seeks to establish a better care management model that enables individuals with heightened risk to gain the genetic insights to take charge of their health.” said Yuri A. Fesko, MD, Medical Director, Oncology, Quest Diagnostics.

23AndMe At-Home Cancer Test: Should I Take It? A Cancer Doc Weighs In.

March 8, 2018

“Genetics needs to be more available to more people. That is clear to all of us. It’s just a matter of people understanding what they’re signing up for and making sure there’s not a misunderstanding or people are not being misled into thinking they don’t have any risk.” — Huma Rana, clinical director for cancer genetics and prevention at the Dana-Farber Cancer Institute, Massachusetts.

You Can Now Order an At-Home Genetic Test for Breast Cancer. But Should You?

March 7, 2018

“This is not recreational genomics.” — Dr. Kenneth Offit, MD, MPH, Memorial Sloan Kettering Cancer Center, New York City

23andMe Kits Now FDA-approved as a Genetic Test for Breast Cancer — But Is It Truly Accurate?

March 7, 2018

“The Food and Drug Administration (FDA) approved the first at-home genetic test for breast cancer genes, opening the door to the next stage in personalized DIY medicine. But how reliable — and how useful — are the results going to be?”