Contact center leaders spend a lot of time thinking about AHT, ASA and ATA — but maybe they should throw a new acronym into the mix: RPM. 

Remote patient monitoring (RPM) could be in your contact center’s future. 

During our 33rd annual Healthcare Contact Center Conference, Jason Mercer-Pottinger, Senior, Director Americas Customer Care, of Baxter International, shared how his organization supports home dialysis patients through remote patient monitoring (RPM) and AI. 

Home dialysis, an essential treatment option for many patients with kidney failure, presents unique challenges. The traditional model often required patients to travel long distances for routine check-ups. Recognizing the need for a more patient-centric approach, Baxter embarked on a journey to use technology to enhance the home dialysis experience.

In 2016, Baxter launched its first connected dialysis device, enabling remote data transmission and analysis. Initially, nurses manually reviewed patient data, but the sheer volume of information required a more efficient solution. 

“We realized we needed AI to help us,” Mercer-Pottinger says. 

Enter “Betty Baxter,” an AI-powered virtual nurse designed to analyze patient data, identify trends and generate personalized educational materials and quizzes. “Betty Baxter” not only streamlined operations, but also empowered patients with timely and relevant information through texts. This helped lead to better adherence to treatment plans and fewer complications.

Implementing RPM wasn’t easy. Baxter had to integrate data from disparate legacy systems, address complex data security and privacy concerns and navigate change management issues. However, through strategic partnerships with technology vendors and a commitment to open communication with healthcare providers, Baxter overcame these challenges.  

The results of Baxter’s RPM program have been impressive. Patients report feeling more connected to their care team and empowered to manage their health. Clinicians benefit from real-time data insights, enabling them to proactively identify and address potential issues before they escalate. 

“It allows us to check and adjust more in real-time than we previously could,” Mercer-Pottinger says. 

Additionally, RPM has led to significant operational efficiencies, allowing Baxter to scale its services without increasing staffing levels. This translates to cost savings for healthcare providers and improved access to care for patients.

As healthcare continues to evolve, contact centers will play a central role in driving innovation and delivering personalized patient experiences. 

“Contact centers have the opportunity to grow in importance,” Mercer-Pottinger says. “By using technology, data and collaboration, contact centers can transform the way healthcare is delivered — making it more accessible, efficient and patient-focused.”