This in-depth case study reveals how MayaMD's AI-powered symptom checking and virtual triage technology are transforming patient care, significantly reducing operational costs, and measurably improving clinical outcomes across diverse real-world healthcare environments.
Modern healthcare systems grapple with significant clinical challenges, including escalating operational costs, inefficient patient navigation, and delays in accessing appropriate care. These issues often lead to patient dissatisfaction and an unnecessary burden on emergency services. The MayaMD Virtual Triage service offers a transformative solution to these challenges.
Leveraging an advanced AI-powered platform, MayaMD provides comprehensive symptom checking and virtual triage. This technology platform processes patient care requests in real time, intelligently guiding individuals to the most appropriate level of care and automating routing to designated facilities. As a robust clinical decision-support system, MayaMD measurably enhances patient experience, streamlines workflows, and significantly reduces operational overhead.
This case study presents compelling validation evidence from MayaMD's deployment at Seguros Bolivar, a leading Colombian health insurer serving 1.2 million members. Here, the platform achieved a remarkable 45% reduction in end-to-end call times and maintained an impressive 96% triage accuracy. This implementation showcases how MayaMD's advanced technology efficiently scales healthcare operations without compromising quality standards, demonstrating high patient satisfaction and appropriate resource utilization.
Organization Profile
Seguros Bolivar, a leading insurance provider based in Bogotá, Colombia, serves 1.2 million health insurance members. The company operates specialized triage call centers, where dedicated nurses guide members daily toappropriate care facilities.
The MayaMD platform was deployed as a white-label solution, ensuring seamless integration with Seguros Bolivar's brand identity. It was meticulously configured to adhere to Colombian healthcare standards and regulations. The system offered bilingual support (Spanish and English) and provided multi-channel access, including web-based text interactions for an initial 20,000 members during the phased rollout.
MayaMD's virtual triage service integrated directly into Seguros Bolivar's existing operational workflows, augmenting the capabilities of their nurse-led call centers. The AI-powered system processed patient care requests in real-time, intelligently guiding individuals to the most appropriate level of care and automating routing to designated facilities, thereby streamlining the patient journey from initial contact to care delivery
Streamlined patient triage, significantly reducing the time from initial request to final care recommendation.
Triage recommendations rigorously validated against clinical team assessments across thousands of patient interactions.
High member satisfaction reflecting a positive triage experience, intuitive ease of use, and strong confidence in recommendations.
Average time for the Maya Symptom Checker to complete assessment and provide a triage recommendation.
The triage pattern analysis for 2022/2023 demonstrates the effectiveness of the system in guiding members to appropriate care levels, with the vast majority directed to routine care, significantly reducing unnecessary ER visits.
The impressive 45% reduction in end-to-end call time stems from several key enhancements: streamlined authentication, automated symptom collection, rapid differential diagnosis generation, and optimized care routing. This efficiency allows call center staff to focus their expertise on complex cases, while routine triage is handled automatically.
A remarkable 96% accuracy rate confirms that AI-powered triage meets and often exceeds human performance standards. Coupled with 92% user satisfaction, this deployment unequivocally demonstrates that automation not only enhances but also elevates the patient experience without compromising clinical quality.
The Seguros Bolivar deployment unequivocally showcases the transformative power of AI-driven virtual triage in healthcare. By successfully managing 20,000 members across diverse primary and chronic care needs, MayaMD has proven its robust capability to handle complex clinical scenarios with exceptional accuracy and foster high user satisfaction.
An ongoing pilot is integrating interactive voice response to extend these benefits to the majority of Seguros Bolivar's users who prefer phone-based interactions. This strategic expansion ensures AI-powered clinical decision support maintains a crucial human touch.
"The MayaMD implementation stands as a testament that healthcare organizations can achieve both superior patient experience and remarkable operational efficiency. A 45% reduction in time and 96% accuracy rate definitively prove AI augmentation of clinical workflows delivers tangible value while upholding the high-quality standards patients deserve."
As global healthcare systems strive to optimize resources and enhance patient outcomes, the Seguros Bolivar case study offers an invaluable blueprint for digital transformation. Organizations embarking on similar journeys can draw upon these insights to forge deployments that skillfully balance technological innovation with clinical excellence and truly patient-centered care.
MayaMD Inc. was founded by Vipindas Chengat, MD FACP to reduce the prevalence of diagnosis and human cognitive error. MayaMD builds tools to quickly deliver the most relevant health and medical information to the consumer, patient, clinician and student so that diagnoses, treatment, learning and collaboration are timely, effective and affordable.
MayaMD believes that regardless of who you are or where you live or how much money you have, you should have rapid access to the best healthcare information and medical advice in the world.For more information about MayaMD and their MayaMD Health Assistant (for consumers and patients), MayaPRO (for clinicians), MayaEDU (for clinician students) and MayaMD Coronavirus (for everyone) apps, please visit www.mayamd.ai or the iTunes or Google Play app stores.