Implementation of a dynamic & flexible solution improved patient communications, office time management, and patient support center operations.

EyeCare Partners experienced significant growth over a two year period, adding hundreds of office locations. Their prior SaaS patient engagement platform was becoming increasingly expensive, lacked support, and was not dynamic enough to integrate to patient care platforms used across shared service teams and office staff. Additionally, the added layers of complexity as a healthcare company shrunk the compliant options in the marketplace.

The opportunities posed to AIT:

• Is there a more economical way to approach patient engagement with such a unique and dynamic ecosystem?
• What solutions exist that could solve use cases for a diverse set of stakeholders: patients, customer service representatives, marketing, operations, and revenue cycle management?
• How could more manual tasks be automated to decrease the administrative overhead on office staff and customer service representatives?
• What platforms and tools are HIPAA compliant and meet other healthcare regulatory requirements?

Partnering with EyeCare Partners’ talented product team, AIT developed a custom solution leveraging platforms such as Twilio, Segment, and Flex, as well as integrating into custom-developed Patient Portal and Practice Management applications.

We built an API-driven patient engagement platform that unified communication and data across the patient journey. The solution leveraged Twilio Flex as the contact center foundation, enabling call center staff to manage patient interactions across multiple channels (voice, SMS, chat) within a single interface.

The architecture centered on API-first integration patterns, connecting Flex with a custom-built Patient Portal and Patient Management application developed in React. Segment served as the customer data platform, capturing patient interaction events and behavior across touchpoints, then routing that data to create unified patient profiles accessible throughout the system.

Key technical components included:

• Frontend: React-based patient portal providing self-service capabilities for appointment scheduling, medical record access, and secure messaging. The responsive interface consumed RESTful APIs to retrieve and update patient data in real-time.
• Contact Center: Twilio Flex configured with custom plugins and workflows to handle inbound patient inquiries, proactive outreach campaigns, and care team collaboration.
• Data & Analytics: Segment collected patient engagement events (portal logins, message interactions, appointment activities) and unified them with contact center data, creating comprehensive patient journey visibility for care teams and informing personalized outreach strategies.

The modular, API-based architecture allowed for rapid iteration and the ability to extend functionality without disrupting existing patient experiences.

By building a flexible, custom solution, AI Thinkers helped EyeCare Partners significantly decrease their spend across various other third party tools and applications. The ability to build to unique and specific use cases empowered end users to act faster and respond to patients much more effectively - enhancing patient satisfaction and response rates.

New marketing opportunities arose with richer data and communication levers - including automated emails and text messages, reminder strategies and patient retention approaches. The ability to seamlessly integrate into ECP’s Practice Management system and Patient Portal delivered an elevated experience to patients, call center operations teams, IT and marketing teams.

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