MUSC and Notable partner to transform patient and family experience through intelligent automation

In partnership with Notable, MUSC Health will unify and simplify the multitude of touch points throughout the patient journey. Through intelligent automation - the combination of artificial intelligence (AI) and robotic process automation (RPA) - MUSC Health can eliminate frustrating experiences for patients and providers, like filling out paper forms, phone calls and voicemails. MUSC Health’s goals for implementing the Notable platform include enabling patients to access quality care without having to wait on hold or in the waiting room, fill out paper forms, or complete information that has already been shared from a previous encounter.

"At MUSC Health, we are committed to creating a world-class patient experience, as well as fostering a culture of innovation," said Patrick Cawley, MD, MUSC Health CEO and Vice President for Health Affairs, University. “Our partnership with Notable enables us to deliver on both initiatives because it is centered on outcomes -- for our staff and providers, for our patients, and for our business. A patient’s journey starts well before their visit, so being able to identify and engage patients before they enter the clinic is key to revolutionizing the way they experience our services. We see intelligent automation as the catalyst for this transformational change.”

As part of MUSC Health and Notable’s collaboration, the two entities will identify new opportunities for intelligent automation. For example, MUSC Health can use Notable’s Flow Library to build, test and rapidly deploy automations and engagement strategies that will drive outcomes for MUSC patients, providers, staff, and community members.

“Our goal is to pursue innovative partnerships that help MUSC increase our scale and impact to improve outcomes for South Carolinians,” said Caroline Brown, chief external affairs officer at MUSC Health. “Navigating health care can be challenging for patients, and we want to make it easier to access MUSC Health’s care. Notable enables us to create efficient, reliable, and timely digital experiences for our patients at every step in their care journey. By investing in and deploying technology that many other industries use, we can improve upon our patient and family centered care delivery model and expand access to high quality, equitable care. We can also decrease duplicative workflows and time consuming tasks for our care team members. By embracing intelligent automation technology, MUSC Health is poised to help our providers increase their time with patients, instead of on paperwork.”

Using a combination of AI and RPA, Notable deploys bots or ‘digital assistants’ that perform tasks in the electronic health record (EHR) just like a human would, such as logging a note, submitting an order or sending a bill to a patient. Automating these manual tasks through Notable can save MUSC Health care team members 700+ hours of administrative work per year, enabling them to reallocate that time to providing high-touch, personalized service to every single patient. As a result, Notable averages a 97 percent patient satisfaction rating across demographic groups. Patients aged 65+ and patients who are visually impaired or have other disabilities report similar levels of satisfaction and ease of use.

“From the start it was clear MUSC Health recognizes the power of intelligent automation to digitize and personalize every patient-provider interaction,” said Pranay Kapadia, CEO and co-founder at Notable. “MUSC Health’s leadership shares our vision that healthcare should be accessible to all patients, and scheduling an appointment or paying a bill should be easy and intuitive, instead of confusing and complicated. We couldn’t be prouder to partner with MUSC Health to advance their mission of changing what’s possible in healthcare.”

About Notable

Notable is the leading intelligent automation company for healthcare. Leading health systems, including Intermountain Healthcare and CommonSpirit Health, use Notable’s platform to automate 100s of workflows across patient engagement, population health, and revenue cycle management. With Notable, staff and clinicians report saving 700+ hours of administrative work per provider per year; increased patient visit volume; reduced claim denials; a provider NPS score of 74; and an industry-leading patient satisfaction rating. Based in San Mateo, Calif., Notable is backed by leading investors, including ICONIQ Growth, Greylock Partners, F-Prime, Oak HC/FT, Maverick Ventures, and 8VC. Learn more at notablehealth.com and follow@notablehealth.

About the Medical University of South Carolina

Founded in 1824 in Charleston, MUSC is home to the state’s only integrated academic health sciences center, with a unique charge to serve the state through education, research and patient care. Each year, MUSC educates and trains more than 3,000 students and nearly 800 residents in six colleges: Dental Medicine, Graduate Studies, Health Professions, Medicine, Nursing and Pharmacy. MUSC brought in more than $328 million in biomedical research funds in fiscal year 2021, continuing to lead the state in obtaining this funding. For information on academic programs, visit musc.edu.

As the clinical health system of the Medical University of South Carolina, MUSC Health is dedicated to delivering the highest quality and safe patient care while training generations of compassionate, competent health care providers to serve the people of South Carolina and beyond. Close to 25,000 care team members provide care for patients at 14 hospitals with approximately 2,500 beds and 5 additional hospital locations in development, more than 300 telehealth sites and nearly 750 care locations situated in the Lowcountry, Midlands, Pee Dee and Upstate regions of South Carolina. In 2021, for the seventh consecutive year, U.S. News & World Report named MUSC Health the No. 1 hospital in South Carolina. To learn more about clinical patient services, visit muschealth.org.