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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

Renown recognized for using advanced technology to improve health and care in the community The College of Healthcare Information Management Executives (CHIME) announced that Renown Health has earned the 2021 CHIME Digital Health Most Wired recognition as a certified Acute Level – 7 and Ambulatory Level - 7. The CHIME Digital Health Most Wired program conducts an annual survey to assess how effectively healthcare organizations apply technology to improve health and care in their communities.  Renown Health was the only health care system in Nevada to make this year’s list, ranking alongside other national health leaders including UCLA Health, Scripps, Sharp, Stanford, Geisinger, Johns Hopkins, Yale New Haven and Intermountain Health.  “We are proud of our national reputation as an innovator in implementing new technology and systems of care to improve the health of our patients and the community,” said Tony Slonim, MD, D.Ph., President & CEO. “With our incredible IT team and partners, we are transforming care and demonstrating value in a way that appeals to patients and helps clinicians improve outcomes and reduce costs. Through Renown’s technology, thousands of people a day now choose the physician that’s best for them at renown.org; have an online video visit with their doctor from their laptop; self-schedule a mammogram or refill medications through the MyChart app; book ahead for an Urgent Care visit, and may receive hospital-level clinical monitoring in the comfort of their own homes through the Renown Transfer and Operations Center.” “Digital transformation in healthcare has accelerated to an unprecedented level since 2020, and the next few years will bring a wave of innovation that empowers healthcare consumers and will astound the industry,” said CHIME President and CEO Russell P. Branzell. “The Digital Health Most Wired program recognizes the outstanding digital leaders who have paved the way for this imminent revolution in healthcare. Renown’s trailblazing commitment to rapid transformation has set an example for the entire industry in how to pursue a leadership vision with determination, brilliant planning and courage to overcome all challenges.”  Speaking on the Wall St. Journal podcast, The Journal on Friday, Dr. Slonim described how Renown Health is one of the first institutions in the nation to provide hospital-at-home technology. Through the new Renown Transfer and Operations Center, physicians, nurses and care coordinators are able to monitor upwards of 1,000 hospitalized and lower acuity patients in their homes, making care more affordable and convenient.  “This state-of-the-art facility helps ensure seamless care for patients and providers across northern Nevada, Lake Tahoe, and northeast California,” said Sy Johnson, Chief of Staff at Renown. “Through this highly coordinated care logistics system, Renown is now able to deliver the right care, at the right time and place across the integrated delivery system. This system is enabling providers to provide care closer to home, in lower-cost ambulatory, outpatient surgical and skilled nursing settings- instead of the hospital, and to deliver a sizeable portion of care to patients- where they want to be- in their homes.” Bernard, a remote-home monitoring patient, provides a Thank You and Congratulations to the Renown team in a video here.  “Our teams are excited to partner with clinicians to adopt technologies that improve the delivery of care, across the entire Renown Health enterprise,” said Chuck Podesta, Chief Information Officer. “We have optimized clinical workflows so that our clinicians receive timely alerts and can quickly respond to patient needs. As a team, we are honored to receive this prestigious award for technology that enables us to provide safer, more effective and more efficient care for patients and our community.” In addition, the Renown website is now one of the most advanced in the country, with over 2.2 million visitors over the past year.  Renown also achieved the highest-ever rating for its use of the Epic electronic medical record system – seven stars.  A total of 36,674 organizations were represented in the 2021 Digital Health Most Wired program. The surveys assessed the adoption, integration and impact of technologies in healthcare organizations at all stages of development, from early development to industry leading.     About CHIME The College of Healthcare Information Management Executives (CHIME) is an executive organization dedicated to serving chief information officers (CIOs), chief medical information officers (CMIOs), chief nursing information officers (CNIOs), chief innovation officers (CIOs), chief digital officers (CDOs) and other senior healthcare IT leaders. With nearly 3,400 members in 55 countries and over 150 healthcare IT business partners and professional services firms, CHIME provides a highly interactive, trusted environment enabling senior professional and industry leaders to collaborate, exchange best practices, address professional development needs and advocate the effective use of information management to improve the health and care in the communities they serve. For more information, please visit chimecentral.org. About Renown Health Renown Health is a locally governed, not-for-profit integrated healthcare network serving northern Nevada, Lake Tahoe and northeast California. In U.S. News and World Report Best Hospital rankings, Renown Regional Medical Center was listed #1 in the State of Nevada. Renown has a long tradition and commitment to improve the care and the health of our community. 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 Tops 2021 Most Wired List for Digital Innovation, Technology and a Better Patient Experience

Most Wired Hospitals Use Technology to Deliver Better Patient Care & Experience. The College of Healthcare Information Management Executives (CHIME) has released their coveted Digital Health Most Wired Survey results for 2022, recognizing Renown Health with Most Wired status. Among the more than 38,000 organizations surveyed by CHIME, Renown Health ranked above peers in categories like analytics and data management, population health, infrastructure and patient engagement. The survey assessed the adoption, integration and impact of technologies in healthcare organizations at all stages of development, from early development to industry leading. Renown Health earned a Most Wired level 7 (of 10) achievement for use of technology for better patient care and patient experience in both CHIME’s acute and ambulatory surveys. This is Renown’s sixth consecutive year on CHIME’s Most Wired list, and Renown is the only healthcare organization in Nevada recognized with this prestigious award. “New and emerging technologies have transformed healthcare in recent years,” says Brian Erling, MD, MBA, President & CEO of Renown Health. “We are proud that our physicians, nurses, clinicians, and employees continue to be nationally recognized for their efforts to implement clinical systems and digital health tools to improve care for patients. Improving care through advances in technology and IT systems allows us to realize meaningful outcomes including increasing patient access to healthcare services, improving patient experience, and reducing costs across the entire system.” “To care for all those we serve, Renown’s IT team has open discussions and collaboration with care providers to think creatively and strategically about how to deploy advanced technologies that enable the best clinical outcomes for our patients,” says Chuck Podesta, Chief Information Officer, Renown Health. “Renown’s proactive approach to technology supports our mission– and is one of the many elements that set our organization apart. We are honored by CHIME’s recognition of our teams and processes to better care for patients.” “When clinicians have instant access to the information that they need to make care decisions; patients benefit,” says Sarah Kramer, MD, Chief Medical Information Officer, Renown Health. “Our technology investments include a single, unified electronic medical record system that spans all major hospital areas including inpatient, outpatient, emergency, intensive care, and surgical units. Having a single digital electronic medical record for our patients makes it possible for an entire team of clinicians across the continuum of care able to review a patient’s chart without needing to request that a physical chart be transported to them, which can take time and resources and sometimes delay care decisions. Our automated medical record system allows the right information to flow to our clinicians when and where they need it, ensuring safe and effective care. Patients also have ready access to all their medical information through the MyChart ® smartphone app, and are able to self-schedule for mammograms and lab appointments, message their primary care providers and refill medications as needed.” “The medical record is not the only area that benefits from an infusion of health IT,” says Melanie Morris, MSN, RN, Director of the Renown Transfer and Operations Center (RTOC). “Renown is pleased to serve as a model of coordinated patient care for the nation. Similar to how air traffic controllers manage traffic in and out of airports, the Renown Transfer and Operations Center (RTOC) team sees a birds-eye view of what’s happening with patients across our entire integrated delivery system. Having access to real-time information is critical because every action we take is tied to improving the health and well-being of our patients. Time and accuracy are always of the essence, and this Center drastically improves the efficiency of the entire Renown Health system.” Success in digital health increasingly determines the quality of patient care, and the scope of the CHIME Digital Health Most Wired survey reflects the progress of leading healthcare providers as they reinvent healthcare for a new century. The survey and recognition program serves as a comprehensive digital health checkup for healthcare organizations worldwide. “We are proud to honor your team’s exceptional dedication to excellence in digital health,” said Russell P. Branzell President and CEO, CHIME. “Your pioneering performance in the industry inspires other organizations by example. Patients in communities around the world receive better care when you drive change through digital transformation, as you have proven through your success in this rigorous program.” About Renown Health Renown Health is Nevada's largest, 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 locally owned not-for-profit insurance company, Hometown Health. Renown is currently enrolling participants in a community-based genetic population health study, the Healthy Nevada Project®.  About CHIME The College of Healthcare Information Management Executives (CHIME) is an executive organization dedicated to serving chief information officers (CIOs), chief medical information officers (CMIOs), chief nursing information officers (CNIOs), chief innovation officers (CIOs), chief digital officers (CDOs) and other senior healthcare IT leaders. With more than 5,000 members in 58 countries plus two U.S. territories and over 190 healthcare IT business partners and professional services firms, CHIME and its three associations provide a highly interactive, trusted environment enabling senior professional and industry leaders to collaborate, exchange best practices, address professional development needs, and advocate the effective use of information management to improve the health and care in the communities they serve. For more information, please visit chimecentral.org.

Read More About Renown Health Honored with 2022 Digital Health Most Wired Award