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Renown Health Works With Amazon Web Services To Enhance Customer Experience
Renown Health & Hometown Health leverage cloud technology to improve access to care and coverage A person’s ability to access health services has a profound effect on every aspect of his or her health, yet almost 1 in 4 Americans do not have a primary care provider (PCP) or a health center where they can receive regular medical services. In addition, because of concerns about COVID-19, the CDC reports that an estimated 41% of U.S. adults have delayed or avoided medical care including urgent or emergency care (12%) and routine care (32%). Avoidance of urgent or emergency care was more prevalent among unpaid caregivers for adults, persons with underlying medical conditions, Black adults, Hispanic adults, young adults, and persons with disabilities. With the goal of improving health by helping people get the healthcare services they need, Renown Health, based in Reno, NV, is leveraging Amazon Web Services (AWS) to enhance access to care. As part of Renown’s continued journey to transform healthcare, the healthcare network is implementing Amazon Connect – AWS’s omnichannel cloud contact center service. The easy to use and quick to deploy solution allows patients to easily access customer service for Renown’s Hometown Health insurance plan, schedule imaging appointments, Epic MyChart patient electronic medical record support and general customer service. Customer service is now available in multiple languages over the phone, and via online live agent chat and email, making it easier and more convenient for people to make appointments for the care they need. Amazon Connect enables Renown Health to scale up to handle unexpected high call volumes and scale back rapidly. The solution also provides call center agents the flexibility they need to work remotely, without compromising the customer experience. “Renown is proud to be one of the first nonprofit healthcare organizations in the country to use Amazon Web Services as part of a comprehensive customer access and outreach program,” says Tony Slonim, MD, DrPH, President & CEO, Renown Health. “We are excited to deploy their innovative contact center technology to assist us in connecting people with Renown medical providers and health services. Our goal is to make connections quick, easy and convenient, so more people will be encouraged to receive the health care services they need.” “Today’s generation of healthcare consumers expect a friction-less experience—from finding a caregiver, to booking an appointment, to receiving treatment. With this new solution, Renown Health will be able to meet their customers’ expectations faster and more efficiently than ever before,” said Phoebe Yang, General Manager, Healthcare at AWS. “AWS looks forward to working with the innovative team at Renown Health as they leverage the power of the cloud to improve the health of communities they serve." “Especially with COVID, but even before, many people don’t get recommended healthcare services, like cancer screenings, because they lack a primary care provider, or access to health care professionals. At Renown Health, we have a commitment to caring for people, with Reliable and Exact Care and the ability to connect — in person and virtually — to help ensure people get the care they need, when and where they need it,” says Thomas Graf, MD, Chief Clinical & Quality Officer at Renown. “Our goal is to reduce barriers and enhance access, so all who need care can receive care,” says Candace Dietrich, director of the Engagement Center at Renown. “AWS technology is helping to improve the customer experience and drive efficiencies. Our collaboration with AWS makes health care more accessible for all, which ultimately is better for the entire community.” “Amazon Connect is a key component of our digital front door virtual care strategy and supports our customer service goals and Reliable & Exact Care at Renown,” said Chuck Podesta, Chief Information Technology Officer at Renown. “Hometown Health is a community-focused organization and with support from AWS, we continue to improve the health and well-being of the communities we serve,” says David Hansen, Chief Executive Officer of Nevada’s largest not-for- profit health insurance provider. “We are proud to have a care and coverage network serving half a billion people across 100,000 square miles across Nevada, Lake Tahoe and northeast California, and committed to creating healthier communities.” About Renown Health Renown Health is the region’s largest, locally governed, not-for-profit integrated healthcare network serving Nevada, Lake Tahoe and northeast California. With a diverse workforce of more than 7,000 employees, Renown has fostered a longstanding culture of excellence, determination and innovation. The organization comprises a trauma center, two acute care hospitals, a children’s hospital, a rehabilitation hospital, a medical group and urgent care network, and the region’s largest, locally owned not-for-profit insurance company, Hometown Health. Renown is currently enrolling participants in the world’s largest community-based genetic population health study, the Healthy Nevada Project®. For more information, visit renown.org.
Read More About Renown Health Works With Amazon Web Services To Enhance Customer Experience
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How Referrals Work at Hometown Health and Senior Care Plus
Your provider wants to send you to a specialist. Now what? You are about to enter the referral process. A referral is your provider’s recommendation for you to see a specialist or receive specialized treatment. When it comes to referrals, the process can seem like the wild west for people not familiar with it. At Hometown Health and Senior Care Plus, we make the process simple for all our members. We know that access to specialists is a vital aspect of total health, and our goal is to break down those barriers to care at every level. Here is a step-by-step guide to how the referral process with your Hometown Health or Senior Care Plus provider works: 1. Your primary care provider (PCP) or urgent care provider will send a referral to the specialist’s office. A referral can also be sent from another specialist or after discharge from the hospital. This is usually done via email or fax. 2. As your referral is sent, now would be the ideal time to discuss with your provider’s office how the specialist will receive your medical records prior to your appointment. Your provider’s office will most likely send these records to the specialist for you, but it is always a good idea to double-check with them directly. At Renown, the referrals team will send the following items to your specialist’s office when available: ID Insurance card Most recent and relevant office notes to support the referral The referral order Any relevant labs or imaging pertaining to the referral Demographics information 3. The specialist’s office will call you to schedule the appointment after they receive the referral. Each office processes the referrals they receive in a slightly different time frame, so if you have any questions about the status of your referral, it is best to call their office directly. At Renown, if you are enrolled in MyChart, you can access the phone number for your specialist as soon as the team processes the referral. Those not enrolled MyChart will receive a letter in the mail with scheduling information. 4. The specialist will start to develop a course of treatment. That may include procedures, diagnostic tests or medications. Some of these treatments may require prior authorization from your insurance plan, so don’t forget to discuss how and when your specialist will receive the authorizations before you begin your course of care to avoid any surprise bills. What can I expect if I have a Renown specialist? At Renown, we handle a lot of the behind-the-scenes nitty-gritty so you don’t have to. After the referral is placed, it routes to Renown’s centralized referrals team and triaged to make sure you are scheduled with one of our providers with the right specialization for your specialty care needs. This team will also obtain the prior authorization you need and will you to a specialist that is in your network and based on you and/or your provider’s preference and continuity of care. The referrals team will attempt to find you a Renown provider first if you are not yet established elsewhere. For Hometown Health and Senior Care Plus members, prior authorization is not required for certain services if you are being referred to a Renown provider. This makes the scheduling process go quicker for both the provider and the patient. Our referrals team strives to keep their turnaround time for referrals within three business days, not including prior authorization wait times. If your referral is marked as ‘urgent,’ it will be reviewed within one business day so you are seen as soon as possible based on the needs of your medical condition, and you will receive a direct phone call with scheduling information. After prior authorization is obtained, the Renown scheduling team will call you through an automated phone system or via a message in MyChart with a direct link to schedule your appointment. To speak with a Renown scheduler or if you have any questions, please call 775-982-5000. What does prior authorization mean? Prior authorization isn’t as scary as it sounds! Essentially, prior authorization is your provider “going to bat” for you to receive this specialty level of care. Some medical services, including many specialists, are covered only if your ordering provider (usually your PCP) submits an authorization request to your insurance plan. They will include specific details about the type and duration of treatment they would like you to receive and any medical records that support your need for the specialist. After your insurer receives the request, a licensed medical professional will review the request, your records and your plan benefits. They will decide whether the specialty treatment is considered medically necessary based on recognized standards of care. Where can I go for more information? Your referrals and authorizations can be viewed in MyChart. To view them, navigate to Your Menu in the upper left corner of the page, scroll to the Insurance section and click on “Referrals.” The Renown referrals team is available to answer your questions and address any concerns. Give them a call at 775-982-2707 Monday through Friday from 8 a.m. to 5 p.m. Any questions you may have related to referrals and authorizations, including outside-of-Renown providers, can be directed to our expert Hometown Health or Senior Care Plus customer engagement representatives.
Read More About How Referrals Work at Hometown Health and Senior Care Plus
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28May
Renown Institute for Cancer is teaming up with Cancer Treatment Expert Renie Anderson, who is trained and certified at managing cancer treatment side effects. You can attend this workshop in person at Renown Regional or virtually via Zoom. This workshop teaches mind-body techniques to help reduce anxiety, feel calmer, visualize your treatment in a healing way and enhance healing through activities that will bring you relief. This workshop includes: Helping patients feel more connected, reducing fight/flight response and assisting patients to feel more at ease. Learning how stress impacts our bodies and our role in taking responsibility as a partner in recovery. A mindfulness relaxation session. Allowing patients to express concerns over their side effects and re-framing for a more positive experience. Open time for questions and answers. There is no charge to attend this class. Video-enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Through Your Cancer: Techniques to Lessen the Side Effects of Radiation Therapy
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3Dec
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Beyond Your Cancer: Thrivorship Workshop
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11Nov
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help reduce stress and fears while caring for your loved one going through treatment. There is relief in knowing you are not alone. This workshop includes: Identifying and talking about fears, resistance and frustrations. Creating end results to help them re-frame the discussion. Learning tools to help identify needs and wants; being able to ask for them so you can refuel and become more available to yourself and your loved ones for the long haul. Learning about the available options. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Through Your Cancer and Beyond: Caregiver Workshop
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1Oct
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Cancer Support Virtual Workshop 3: Thrivorship – After Cancer Care
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1Oct
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Beyond Your Cancer: Thrivorship Workshop
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23Sep
Renown Institute for Cancer is teaming up with Cancer Treatment Expert Renie Anderson, who is trained and certified at managing cancer treatment side effects. You can attend this workshop in person at Renown Regional or virtually via Zoom. This workshop teaches mind-body techniques to help reduce anxiety, feel calmer, visualize your treatment in a healing way and enhance healing through activities that will bring you relief. This workshop includes: Helping patients feel more connected, reducing fight/flight response and assisting patients to feel more at ease. Learning how stress impacts our bodies and our role in taking responsibility as a partner in recovery. A mindfulness relaxation session. Allowing patients to express concerns over their side effects and re-framing for a more positive experience. Open time for questions and answers. There is no charge to attend this class. Video-enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Through Your Cancer: Techniques to Lessen the Side Effects of Radiation Therapy
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19Nov
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Cancer Support Virtual Workshop 3: Thrivorship – After Cancer Care
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19Nov
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Beyond Your Cancer: Thrivorship Workshop
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25Nov
Renown Institute for Cancer is teaming up with Cancer Treatment Expert Renie Anderson, who is trained and certified at managing cancer treatment side effects. You can attend this workshop in person at Renown Regional or virtually via Zoom. This workshop teaches mind-body techniques to help reduce anxiety, feel calmer, visualize your treatment in a healing way and enhance healing through activities that will bring you relief. This workshop includes: Helping patients feel more connected, reducing fight/flight response and assisting patients to feel more at ease. Learning how stress impacts our bodies and our role in taking responsibility as a partner in recovery. A mindfulness relaxation session. Allowing patients to express concerns over their side effects and re-framing for a more positive experience. Open time for questions and answers. There is no charge to attend this class. Video-enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Journey Through Your Cancer: Techniques to Lessen the Side Effects of Radiation Therapy
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17Sep
Renown Institute for Cancer is teaming up with Renie Anderson, a trained and certified expert in cancer treatment side effect management. Attend this workshop in person at Renown Regional or virtually via Zoom to learn mind-body techniques to help you feel more connected and joyful in life as you move beyond cancer. This workshop includes: Emphasizing the importance of identifying resistance. Moving through resistance by understanding the concepts of acceptance and surrender. Identifying goals and visions. Creating action steps to help break patterns, to help you stay in a healthier mindset and feel more calm. There is no charge to attend this class. Video enabled attendance is available. Patients can access remotely and join from any video-enabled device. To receive the Zoom link to connect to this workshop, please email Renie Anderson @ renieanderson@att.net
Read More About Cancer Support Virtual Workshop 3: Thrivorship – After Cancer Care
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