Scaling Oncology Patient Support with AWS and Pronetx
New York Cancer and Blood Specialists (NYCBS), a leading oncology and hematology provider in the United States, has revolutionized its patient support processes. By migrating to Amazon Connect with the help of AWS partner Pronetx, now part of Caylent, NYCBS achieved a 54% improvement in patient enrollment and streamlined its call handling operations to better serve its patients.
The Need for Optimized Patient Support
NYCBS manages over 250,000 patient calls annually across more than 100 specialized queues. Their manual call handling processes had become increasingly inefficient, impacting patient experiences and operational effectiveness. To address this issue, NYCBS sought to implement a scalable and efficient solution to enhance their call management system while ensuring compliance with HIPAA regulations.
The organization partnered with Amazon Web Services (AWS) and Pronetx to migrate their operations to a cloud-based contact center. This move aimed to modernize their infrastructure and improve communication with patients while adhering to strict healthcare data privacy standards.
Solution Overview: Amazon Connect Migration
The NYCBS migration project to Amazon Connect was executed over a 13-week period and was divided into three distinct phases. The first phase, discovery and foundation, lasted two weeks and involved identifying operational needs and establishing a framework. The second phase, build and implementation, spanned eight weeks and focused on creating and deploying the necessary infrastructure. Finally, the acceptance testing and go-live phase, which lasted three weeks, ensured the solution met all operational requirements.
Amazon Connect served as the core cloud contact center service for NYCBS. With Pronetx's expertise, the platform was tailored to meet the unique needs of the organization, incorporating advanced features like call routing and patient communication logic to ensure a seamless experience.
Key Architectural Components
The NYCBS Amazon Connect solution was built using a three-layer architecture, each designed to address specific operational needs while ensuring HIPAA compliance. These layers work cohesively to provide a robust and secure patient support system.
The first layer, the CTR management microservice, handles Contact Trace Record (CTR) processing. Using AWS Lambda functions and Amazon API Gateway, this layer retrieves and processes call disposition codes, storing them efficiently in Amazon DynamoDB for quick access. This ensures smooth call management and data retrieval.
The second layer, core contact center services, forms the backbone of the patient communication system. It integrates advanced call routing and patient communication logic, enabling NYCBS to efficiently connect patients to the appropriate resources based on their specific needs.
The third layer focuses on call recording and AI/ML pipelines. This layer leverages AWS capabilities to analyze call data and enhance the overall communication process, ensuring patient interactions meet the highest quality standards.
Benefits of the New System
The migration to Amazon Connect resulted in significant improvements for NYCBS. Most notably, the organization experienced a 54% increase in patient enrollment rates. The new system also reduced the burden on staff by automating previously manual processes, freeing up resources to focus on delivering high-quality care.
Additionally, the cloud-based nature of Amazon Connect provided NYCBS with scalability and flexibility, allowing the organization to handle fluctuating call volumes efficiently. The integration of HIPAA-compliant features further ensured the protection of sensitive patient data.
Role of Pronetx and AWS Services
Pronetx played a critical role in the successful implementation of the Amazon Connect solution. Leveraging their expertise in cloud-based contact centers, the team provided the necessary technical support and guidance throughout the project. This partnership ensured that the solution was not only functional but also aligned with NYCBS's goals and regulatory requirements.
AWS services like AWS Lambda, Amazon DynamoDB, and Amazon API Gateway were instrumental in developing the system's core functionalities. These services enabled the efficient processing and storage of call-related data, ensuring a seamless experience for both patients and staff.
Ensuring HIPAA Compliance
Compliance with HIPAA regulations was a critical aspect of the project. The architecture was designed to prioritize the security and privacy of patient data at every level. AWS's built-in security measures, combined with additional safeguards implemented by Pronetx, ensured that all patient communications were handled in a secure and compliant manner.
Key features like encrypted data storage, secure access controls, and regular audits helped NYCBS maintain compliance. These measures provided peace of mind to both the organization and its patients, ensuring that sensitive medical information remained protected.
Future Implications for Healthcare Organizations
The success of NYCBS's migration to Amazon Connect highlights the potential for cloud-based solutions to transform patient support in the healthcare industry. By adopting scalable, secure, and efficient technologies, healthcare providers can improve operational efficiency, enhance patient experiences, and maintain compliance with stringent regulations.
This case study serves as a model for other healthcare organizations looking to modernize their operations. The partnership between NYCBS, AWS, and Pronetx demonstrates the value of collaboration and the impact of leveraging specialized expertise to achieve organizational goals.