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.

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.

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

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.

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

Tools to improve patient access:

Public health campaign advertises phone and web access to virtual care
Patient details phone number
An agent performs an initial assessment, then converts to a video call
Agent hands patient off to physician
Physician prescribes
Patients fill out Netpromoter Score (NPS) survey

Rapid Access in Action

Designed and packaged for rapid deployment

Typical Workflow for Test to Treat Program

Public health campaign advertises phone and web access to virtual care
Patient dials phone number
The patient call is routed to the Bluestream agent queue
The agent performs an initial assessment, then converts to a video call
Agent hands patient off to physician
Physician prescribes
The patient fills out the Netpromoter Score (NPS) 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 severe 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.