Applying AI to specialized patient support programs

Our artificial intelligence R&D team has recently developed a range of services, with a sharpened focus on the three main goals of patient support programs:

1. Get patients on treatment as quickly as possible

2. Reduce the obstacles patients face along the treatment journey

3. Help patients stay on treatment so they gain its full benefit

Through the development and application of AI technology, we are pursuing these goals in newer, more effective ways.

Faster review and eligibility verification for program enrollment

Almost everyone in the pharmaceutical industry agrees that getting patients into effective support programs is an important goal. In delivering patient support services, helping patients obtain eligibility quickly is one of the critical tasks. Moving from traditional paper-based workflows to the online, digitized service models developed in recent years has dramatically shortened the lengthy communication and administrative cycles between patients, healthcare professionals and drug manufacturers. On our current service platform, upgraded AI recognition technology means that the moment patients and healthcare professionals submit electronic documents or receipts of any kind, they get a more accurate, more convenient and predictive view of the status of their application for assistance.

Delivering support resources with precision

Beyond boosting service efficiency, AI-assisted data analysis also gives us a deeper understanding of each patient, enabling one-stop, timely delivery of the resources they need. With compliance-driven management and controlled access to information, we provide patients with more complete support services.

Improving the patient experience with conversational AI

Conversational AI solutions can automatically handle common patient needs, enabling patients to resolve routine questions on their own. Through an intelligent virtual agent (IVA) on the phone line, conversational AI lets patients simply state, in their own words, why they are calling, then routes them to the requested self-service option or connects them to the most appropriate live agent for more complex needs. Likewise, patients can chat with the IVA on their phones to quickly receive information that resolves their questions. Automating patient support not only reduces contact center volume and lowers costs — it delivers a fast, smooth and effective experience for patients.

AI speech recognition and physiological data analysis give healthcare professionals a fuller picture of patient treatment

In the course of patient support services, AI speech recognition technology intelligently summarizes care call records, giving a clearer and more complete picture of patient adherence. In addition, as smart wearable technology matures, collecting physiological data and generating analytical summary reports lets healthcare professionals better understand how patients are changing over the course of treatment, respond with appropriate interventions and strengthen the physician-patient relationship.

AI analysis and summarization free healthcare professionals from medication application work

Built on a private cloud using Microsoft Azure services, our architecture guarantees that all patient personal data is isolated from public data and never reused. By linking patients' medical history records, our computational models map the application criteria for each disease category against a patient's historical records, generating analytical summaries and quickly producing the source material for medication applications. This spares healthcare professionals the time-consuming work of combing through voluminous medical records to search, cross-check and compute eligibility criteria for every patient application.

AI applications are unfolding across every corner of healthcare. As the patient services integration hub and the core R&D team of PATIENTSFORCE, MediCloud Biotech will continue to deliver win-win value for patients, healthcare professionals and drug manufacturers.

Chao-Chun Yang, General Manager, MediCloud Biotech