Data, AI and Analytics for Star Rating Success
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The document explores the integration of data, artificial intelligence, and analytics in healthcare to enhance star rating success. It emphasizes the importance of utilizing natural language processing (NLP) to understand and analyze patient sentiments and responses effectively. The focus is on combining traditional methods with modern analytics tools to drive improvements in healthcare interactions and member engagement.
Data, AI and Analytics for Star Rating Success
- 1. Data, Artificial Intelligence, and Analytics for Star Rating Success
- 2. Jeff Fritz Chief Executive Officer Revel Chris Westphal Director, Clinical Business Integrity and Solutions UnitedHealthcare
- 3. Amara’s Law We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run. - Roy Amara
- 5. Healthcare is like Garmin in the 90’s It’s time to transition
- 6. Healthcare Data is Isolated ClaimsClinical Rx Patient Reported
- 7. Even an Individual Category has Challenges Claims
- 8. This is What We Need Analytics Value Claims Clinical Rx Patient Reported
- 10. Moving from WHAT is being said to HOW it is being said. Response Sentiment Theme Categorization Topic WHAT Source: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf Authentication examples: Twilio, Nice
- 11. Moving from WHAT is being said to HOW it is being said. Tone Enunciation Pitch Emotion Patterns Authentication Response Sentiment Theme Categorization Topic WHAT HOW + Source: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf Authentication examples: Twilio, Nice
- 12. Text analysis tools are smart enough to determine written context. Example: https://cloud.google.com/natural-language/
- 13. Text analysis tools smart enough to determine written context. Example: https://cloud.google.com/natural-language/
- 14. Allows analytics routing to take appropriate action steps. I have been depressed, lately. My mouth has been really dry, even though I’m drinking lots of water. Physiological Psychological
- 15. Analyzing the TONE of the response should drive action taken.
- 16. Stressing a particular WORD in a phrase can completely change the message.
- 17. Stressing a particular WORD in a phrase can completely change the message.
- 18. Combine Traditional with New NLP methods to drive Star Ratings + What How +“This is taking too long.” Frustration
- 19. Combine Traditional with New NLP methods to drive Star Ratings What How +“Yes?” Sense confusion
- 20. Combine Traditional with New NLP methods to drive Star Ratings + = What How +“I don’t think so.” Sense Hesitation
- 21. Enable NLP Analytics through mix of data science tools and APIs. HOW - Analyze the sonic profile.WHAT - Analyze words/tokens. + Sources: International Journal of Science Technology and Management http://www.ijstm.com/images/short_pdf/1480737677_541ijstm.pdf http://www.beyondverbal.com/api/ https://www.nice.com/engage/customer-analytics/speech-analytics Sources: https://cloud.google.com/natural-language/ https://aws.amazon.com/amazon-ai/ Enable via: Vendors: eg. BeyondVerbal, Nice R packages: tuner, seewave, playitbyr, & audiolyzR Google NLP API Amazon Lex, Amazon Polly Python NLTK R – NLP
- 22. Remember to Empathize Trust is Earned, not Assumed
- 23. Focus on the Member Focus on Data Reduce Complexity
- 24. Join the health engagement revolution revel-health.com