Rapid Access: Virtual Call Center for On-Demand Healthcare

Powering New York State’s COVID Test and Treat Program and beating benchmarks by 5x.

Accelerate patient care with your own integrated and multi- channel virtual care system platform.

Rapid Access is an easy-to-deploy, virtual care solution with the built-in features you need to triage and care for more patients in real time. It is the industry’s only virtual care platform that combines telephone, digital and physical front doors with a clinical command center.

With customizable triage and queue management, multiple digital front door options, and direct EHR and ET3 integration, your practice can better reach patients with timely, life-saving treatments.

Deploy this proven turnkey solution in just a few weeks and leave IT to us.

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New York’s Choice for Test to Treat COVID Response

Rapid Access powers NYC Health + Hospital’s expansion of their COVID-19 Virtual ExpressCare ‘Test To Treat’ program across New York State Test to Treat COVID response.

The recently announced program launched by New York State leverages NYC Health + Hospitals’ virtual urgent care model, ExpressCare, which is powered by Bluestream Health’s technology platform.

READ THE FULL PRESS RELEASE HERE

Provide Mission-Critical Virtual Care Right Away

Customizable, pre-built solution Rapid Access is Bluestream’s solution

Rapid Access is Bluestream’s solution packaged for fast and broad deployments where patients need immediate access to virtual care.

Staff can use familiar triage tools such as:

  • COVID-19 Test to Treat
  • Vaccine Rollout
  • Disaster Response
  • Behavioral Health Hotlines
  • And Prepare for other possible epidemics such as Monkeypox

Rapid Access Virtual Care Package Includes:

  • Customized telephone hotlines for patient access
  • Branded digital front doors for patients and provider-to-provider consults
  • Web-based triage and assessment tools for call center agents, MA’s and other staff
  • Robust virtual visit platform for clinical staff
  • Real-time data access and API-based integrations

Real-time data access and API-based integrations

  • Customized telephone hotlines for patient access
  • Branded digital front doors for patients and provider-to-provider consults
  • Patented automatic routing and escalation technology
  • Web-based triage and assessment tools for call center agents, MA’s and other staff
  • Robust virtual visit platform for clinical staff
  • Real-time data access and API-based integrations

You will receive expert support and guidance to get your program running quickly. Count on high availability with our Uptime Guarantee and 24/7 helpdesk support.

Prioritize and Triage Inbound Requests

Efficient operational command center

Handle inbound requests from any front door at a glance. The patented Bluestream provisioning engine automatically routes requests to the best available provider.

Triage tools include:

  • Color code inbound requests by program or severity
  • SLA flags for time-sensitive programs
  • Service recovery for abandoned calls
  • Seamless escalation from telephone to video visit

Clinicians and patients can connect virtually:

  • Over the phone, with a mobile or landline
  • Over the web, no app download is required
  • Through an in-lobby kiosk
  • From another physical clinic

Clinicians and patients can connect virtually:

  • Over the phone, with a mobile or landline
  • Over the web, no app download is required
  • Through an in-lobby kiosk
  • From another physical clinic

Improve Patient Access & Experience

Any language, any tech, any time

Rapid Access is designed to work for ALL patients, regardless of their ability to speak English or comfort with technology.

01

Tools to connect with patients in their own language:

  • Customized consent, translated into patient’s language
  • On-demand access to interpreters 24/7
  • Easily add family members when needed

Tools to reduce technology barriers:

  • Automatic tech-check for virtual visits (microphone, camera, bandwidth)
  • Seamless transition from a telephone call to a virtual visit
  • Warm or cold handoff to clinicians and other staff within virtual visit
  • Direct integration with payers, EMRs, and first-responder systems

02

Better data can lead to better and faster care. Improve your clinicians’ ability to view, update, and act on patient health information during every virtual visit. 

03

Tools to improve patient experience:

  • Online “waiting room” to keep patients informed and connected
  • Collect patient insurance information ahead of the appointment
  • Complete a warm hand-off from one clinician to the next so the patient feels at ease   

Tools to improve interoperability:

  • Rapid Access API allows real-time access to patient health data with every patient interaction.
  • Integrate directly with payers 
  • Interface with any electronic health record (EHR) and practice management system (PMS)
  • Integrate directly with first responder systems and vehicles

04

05

Tools to improve patient access:

  1. Public health campaign advertises phone and web access to virtual care
  2. Patient details phone number
  3. An agent performs an initial assessment, then converts to a video call
  4. Agent hands patient off to physician
  5. Physician prescribes
  6. Patients fill out net promoter score survey

Rapid Access in Action

Designed and packaged for rapid deployment

Typical Workflow for Test to Treat Program

  1. Public health campaign advertises phone and web access to virtual care
  2. Patient dials phone number
  3. The patient call is routed to the Bluestream agent queue
  4. The agent performs an initial assessment, then converts to a video call
  5. Agent hands patient off to physician
  6. Physician prescribes
  7. The patient fills out the net promoter score survey

Reduce Barriers to COVID-19 Treatment

When a patient tests positive for COVID-19, whether at home or at a care facility, they should be treated as quickly as possible. But often, patients are still required to schedule an appointment for a clinician to prescribe treatment. This could take several days, delaying time-sensitive treatment and reducing its efficacy.  

See How New York provides better access to early treatments that help prevent servere illness

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Enable 24/7 Behavioral
Health Support

Like any other emergency, mental and behavioral health emergencies can happen at any time. But emergency departments rarely have psychiatrists available 24/7. The longer a patient must wait to receive treatment, the more severe their case could become, which is why immediate care is so important.

A clinic or emergency department can use Rapid Access to provide 24/7 access to behavioral health support lines, connecting them to a virtual call center where they can receive expert care in real-time. 

See how Qler connects the most appropriate specialists with patients having a behavioral health emergency.

Reduce Emergency
Transportation Needs

Not every 911 call should result in emergency transport. Connecting patients to the appropriate service free up beds and staff for those with the most acute need.

Using a simple set of rules, triage agents identify callers who may not need to be transported to a hospital and then route the calls to providers. Rapid Access also directly integrates into legacy systems on first responder rigs, creating a hybrid queue that includes emergency requests from 911 calls and ET3 requests.

See how NYC H+H has reduced emergency transports by 50% by efficiently routing calls to the appropriate resources. 

Rapid Access Virtual Call Center FAQ

Rapid Access can be up and running in as few as four weeks.

Rapid Access is a fixed monthly fee, with telephone calls and text costs passed through

Very little. We take of everything, and integrations are simple

Any health access initiative, such as:

  • Behavioral Health
  • Monkeypox and other outbreaks
  • Virtual urgent care
  • ET3 Programs and other emergency medicine
  • Consumer-facing virtual healthcare
We can help with that. We have partnerships in place to provide licensed medical staff and interpreters