CareXM
Tech-Enabled Solutions for Patient Communication Needs

Built by nurses for nurses, CareXM stands out in the patient communication space by providing advanced tools that enable healthcare providers to deliver better care to patients.

CareXM’s cloud-based, HIPAA-compliant customer experience management (CXM) platform is designed to handle incoming calls from patients and their families and reroute them when necessary to CareXM’s own team of more than 400 nurses, patient care advocates, and non-clinical health professionals.

Many healthcare organizations today are struggling with staff shortages, which means a greater workload for nurses currently on call. Unscheduled calls from patients who have questions or want to report new symptoms are part of that workload.

Because of staff shortages, patients are experiencing long hold times. If they leave a message rather than waiting for a nurse to call them back, it can be days before they receive a response. This results in unhappy patients, low Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores, and nurse burnout. CareXM empowers nurses with its tech-enabled service to elevate the patient experience, reduce burnout, and drive down costs.

CareXM’s platform, which was developed with input from nurses, can recognize whether the nurse a caller is trying to reach is available. If the nurse is busy attending to another patient, the call is transferred within nanoseconds to one of the nurses on the CareXM team, who are trained to prioritize calls and offer active remote telephony services.

“First-call resolution is very important to us. With our technology, we provide quick triage support and allow nurses to deliver uninterrupted care to patients without being overwhelmed by the high volume of calls,” says Bridger Mecham, VP of marketing for CareXM.

One overworked nurse inspired one of CareXM’s founders to create this technology. When the co-founder was undergoing chemotherapy, the nurse who was treating him constantly received calls on her cell phone from other patients.

“He felt empathy for her as she kept apologizing to him and stepping away to take the calls,” says Mecham. “He said, ‘There’s got to be a better way to do it.’”

After his cancer treatment was finished, he began working with a group of nurses to help him develop that “better way.” Combining the nurses’ clinical expertise with the call technology background of the rest of his team, he came up with CareXM to transform healthcare delivery.

First-call resolution is very important to us. With our technology, we provide quick triage support and allow nurses to deliver uninterrupted care to patients without being overwhelmed by the high volume of calls

CareXM also enables nurses to code incoming calls and collects the data to give clients a clear understanding of when there is a high volume of unscheduled interactions and the reason behind these calls. With data and analytics, the company helps clients optimize their workload and reduce costs.

One CareXM client, Providence Health Center, raised their CAHPS score for after-hours hospice operation by 10 points after contracting with the company for just one year. CareXM aggregated actionable data from incoming calls to provide the client with an analysis of when these calls are made and why they are made to optimize their staffing and become more efficient.

CareXM determined nearly 20 percent of many of their partners’ calls were for medication refills. Providers began handling these refills through case management, freeing hospice nurses to handle crisis calls and address pain management. With CareXM, Home Health and Hospice providers can improve their after-hours hospice operations and increase patient engagement.

CareXM’s triage software and on-demand clinicians provide people, process, and technology to scale your census, reduce burnout, elevate outcomes and lower costs. With technology at the core of its services and solutions, the company will continue to help clients transform triage and provide better care for patients.