To eliminate gaps in care, providers must ensure the AI-driven data and recommendations are available across every patient/member touchpoint, from the voice autopilot or “virtual agent” to patient portal to chatbot. This lets providers reach people disengaged from managing their health, whether because of cultural or language barriers or social determinants of health (SDoH) issues, such as lack of transportation. It is these patients whose chronic conditions, left untreated, can lead to higher healthcare costs. Frequent and strategic patient “touches” pay off in better patient outcomes and better provider performance under VBC contracts.

Conclusion
Provider and payvider organizations seeking the most value from their VBC contracts should use AI to transform their contact centers into a function that allows them to engage patients early in the process and close care gaps. This integrated approach will result in better patient and population health outcomes and lower overall costs of care while driving additional revenue – all of which help make risk-based contracts work for providers and payviders.
About the author: Patty Hayward is the general manager of healthcare and life sciences at Talkdesk.

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