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West Corporation: Omni-Channel Communication across the Continuum of Care
Pam Mortenson, EVP- Market Development, West Corporation
"Running half marathons is something I love to do,” says Pam Mortenson. Pam has always focused on overcoming obstacles such as adverse weather, steep hills, and other hurdles to win the race. Finding similarities between her passion and line of work, Pam, EVP of Business Development at West [NASDAQ:WSTC] says, “The healthcare industry is also evolving at a faster speed due to the implementation of the Affordable Care Act and the market shift from fee-for-service to fee-for-value.” Keeping pace with the accelerating industry growth, West combines technology-enabled communications with clinical resources to help organizations effectively activate and engage patients beyond the clinical setting, across the continuum of care.
As remote patient monitoring (RPM) becomes increasingly important for an organization to profitably manage chronic patients in value-based reimbursement models, Pam says, “Our customer’s concerns mostly revolve around three areas— culture, technology, and interoperability.” Leveraging the company’s battle-hardened, omni-channel communication platform has played a crucial role in building West’s foundation for providing RPM. Helping customers articulate the overall goal of their RPM project, west engages them with stakeholders, including clinicians, to help them understand the realities of their workflows. By doing so, West received and delivered approximately 4 billion calls and data messages last year alone, and processed more than 60 billion voice minutes on their platforms.
“At West, we aim to deliver smart, integrated patient communications that drive better health outcomes,” says Pam. The company’s various healthcare services under the West Engagement Center suite of solutions are focused on activating and engaging the healthcare consumer across the care continuum.
One of the pillars in the continuum involves transitions of care. Adding to that, Pam notes, “Delivering deliberate, specific and meaningful patient touch points during the 30- day post-discharge timeframe is critical.” Addressing these issues, West provides a Transition Care Management solution that begins at the date of discharge and ends after 30 days or continues longer, if needed. The solution combines clinically managed services and automated patient communication interventions, including post-discharge survey, outreach around medication adherence, appointments, and lab reminders.
“We have re-oriented our business to address the emergence of fast growing trends such as Unified Communications (UC), mobility, and video,” Pam explains. Focused on delivering hosted UC solutions, West combines voice, instant messaging, audio, web and video conferencing, and mobility. “Our hosted solution helps clients reduce capital expenses, frees the IT team from the burden of daily telecom management, and protects against outages,” asserts Pam.
Public safety agencies and the largest telecommunication providers depend on West Safety Services for the most robust and progressively evolving emergency communication. For the past 35 years, Intrado, West’s Safety Services business, has been at the core of 911 services across North America, supporting more than 290 million emergency calls last year alone. “We’ve been anticipating, developing, and improving emergency response technologies through data management, the deployment and support of reliable networks and systems, and a deep understanding of public and personal safety emergency response protocols,” explains Pam.
With regard to innovation, West has invested more than $2.3 billion in strategic acquisitions to increase their penetration across international conferencing markets and strengthens their alerts and notifications business to stand out in providing safety and healthcare advocacy services. “We will continue to focus on enhancing and providing best-in-class, omni-channel, bi-directional, personalized, and integrated patient and member engagement solutions,” says Pam.
Like a marathoner with a proven roadmap, West’s innovative vision coupled with 30 years’ experience solving patient access and consumer communication challenges inspires confidence that a unified patient engagement strategy is driving integration.
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