Brokerage System Employing Minimal Criteria Matching and Availability Queuing

• US 20140108022A1
• Filed: 10/12/2012
• Published: 04/17/2014
• Est. Priority Date: 10/12/2012
• Status: Abandoned Application

• Current Assignee: American Well Corporation (Amwell Incorporated)
• Original Assignee: American Well Corporation (Amwell Incorporated)
• Inventors: Schoenberg, Roy
• Application Number:
  US13/650,309
• Publication Number:
  US 20140108022A1
• Time in Patent Office: Days
• US Class Current: 705/2
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

Techniques are disclosed for connecting consumers of services with providers of services. The techniques include receiving from a device used by a consumer a request to engage in a consultation with a service provider, retrieving current availability information for a plurality of service providers that indicate the service providers'"'"' current availability to engage a consumer, analyzing by the one or more computers the current availability of the service providers and causing the one or more computers to select one of the service providers that according to the analysis has the least number of consumers currently in that service provider'"'"'s virtual waiting room.

Claims

1. A computer-implemented method comprising:

receiving by one or more computers from a device used by a consumer a request to engage in a consultation with a service provider;

retrieving by the one or more computers current availability information for a plurality of service providers that indicate the service providers'"'"' current availability to engage a consumer;

analyzing by the one or more computers the current availability of the service providers; and

causing the one or more computers to select one of the service providers that according to the analysis has the least number of consumers currently in that service provider'"'"'s virtual waiting room.

2. The computer-implemented method of claim 1 further comprising:

sending to one or more consumer computers an pre-intake questionnaire.

3. The computer-implemented method of claim 1, further comprising:

generating a graphical user interface that when rendered on a display device renders a visual representation of the virtual waiting room, the visual representation comprising a depiction of information regarding consumers in the virtual waiting room.

4. The computer-implemented method of claim 3, further comprising:

generating the graphical user interface to further include a visual indicator of an amount of time a patient has been waiting in the virtual waiting room.

5. The computer-implemented method of claim 1, further comprising:

assigning queues to providers currently logged into the system.

6. The computer-implemented method of claim 1, further comprising:

determining by the one or more computers a number of entries in queues of the providers currently logged in the system.

7. The computer-implemented method of claim 1 wherein availability types for a provider include at least one of “

available-web”

, “

available-telephone”

, “

busy-waiting room open”

, “

on-call” and

“

unavailable appointments only.”

8. The computer-implemented method of claim 1, further comprising:

assigning a set of queues to providers currently logged into the system, each queue in a set of queues corresponding to a different availability status of the provider.

9. The computer-implemented method of claim 1, further comprising:

establishing a communication channel between the selected service provider and a consumer requesting a consultation.

10. The computer-implemented method of claim 1, wherein a service provider is currently available when associated with one or more of an available-web state, an available-telephone state, a busy-waiting room open state, an on-call state, and a busy state.

11. A computer-implemented method comprising:

receiving by one or more computers from a device used by a consumer a request to engage in a consultation with a service provider;

accessing by the one or more computers queues associated with service providers who are available to provide the consultation, with a queue for a particular service provider being populated with entries that represent consumers who desire to have consultations with the particular service provider;

identifying from the accessed queues a queue of a suitable service provider that has a decreased number of entries waiting to be processed, relative to numbers of entries in other of the accessed queues; and

populating though the one or more computers the identified queue with an entry for the consumer requesting the consultation.

12. The method of claim 11, further comprising:

determining that the entry for the consumer requesting the consultation is first in the identified queue; and

causing a communication channel to be established between the device used by the consumer and a device used by the service provider associated with the identified queue.

13. The method of claim 11, wherein a service provider is available when associated with one or more of an available-web state, an available-telephone state, a busy-waiting room open state, an on-call state, and a busy state.

14. A computer program product tangibly stored on a computer readable storage device for connecting consumers of services with service providers comprises instructions for causing a processor to:

receive from a device used by a consumer a request to engage in a consultation with a service provider;

retrieve current availability information for a plurality of service providers that indicate the service providers'"'"' current availability to engage a consumer;

analyze the current availability of the service providers; and

cause a selection one of the service providers that according to the analysis has the least number of consumers currently waiting to engage with that service provider.

15. The computer program product of claim 14, further comprising instructions to:

generate a graphical user interface that when rendered on a display device renders a visual representation of a virtual waiting room, the visual representation comprising a depiction of information regarding consumers in the virtual waiting room and an amount of time a patient has been waiting in the virtual waiting room.

16. The computer program product of claim 14, wherein the provider is a medical professional and the consumer is a patient and the product further comprises instructions to:

select the medical professional by performing minimal criterion matching, with the minimal criterion limited to either one of or both of proper licensure and insurance network.

17. The computer program product of claim 14, further comprising instructions to:

assign queues to providers currently logged into the system.

18. The computer program product of claim 14, further comprising instructions to:

determine a number of entries in queues of the providers currently logged in the system.

19. The computer program product of claim 14 wherein availability types for a provider include at least one of “

available-web”

, “

available-telephone”

, “

busy-waiting room open”

, “

on-call” and

“

unavailable appointments only.”

20. The computer program product of claim 14, further comprising instructions to:

assign a set of queues to providers currently logged into the system, each queue in a set of queues corresponding to a different availability status of the provider.

21. A computer system comprising:

one or more processor devices;

memory associated with the one or more processor devices; and

a computer readable storage device storing a computer program product for connecting consumers of services with service providers comprises instructions for causing the one or more processor devices to;

receive from a device used by a consumer a request to engage in a consultation with a service provider;

retrieve current availability information for a plurality of service providers that indicate the service providers'"'"' current availability to engage a consumer;

analyze the current availability of the service providers; and

cause a selection one of the service providers that according to the analysis has the least number of consumers currently waiting to engage with that service provider.

22. The computer system of claim 21, wherein the computer program product further comprises instructions to:

generate a graphical user interface that when rendered on a display device renders a visual representation of a virtual waiting room, the visual representation comprising a depiction of information regarding consumers in the virtual waiting room and an amount of time a patient has been waiting in the virtual waiting room.

23. The computer system of claim 21, wherein the provider is a medical professional and the consumer is a patient and the computer program product further comprises instructions to:

select the medical professional by performing minimal criterion matching, with the minimal criterion limited to either one of or both of proper licensure and insurance network.

24. The computer system of claim 21, wherein the computer program product further comprises instructions to:

assign queues to providers currently logged into the system.

25. The computer system of claim 21, wherein the computer program product further comprises instructions to:

determine a number of entries in queues of the providers currently logged in the system.

26. The computer system of claim 21, wherein availability types for a provider include at least one of “

available-web”

, “

available-telephone”

, “

busy-waiting room open”

, “

on-call” and

“

unavailable appointments only.”

27. The computer system of claim 21, wherein the computer program product further comprises instructions to:

assign a set of queues to providers currently logged into the system, each queue in a set of queues corresponding to a different availability status of the provider.

28. A computer program product tangibly stored on a computer readable storage device for connecting consumers of services with service providers comprises instructions for causing a processor to:

receive from a device used by a consumer a request to engage in a consultation with a service provider;

access queues associated with service providers who are available to provide the consultation, with a queue for a particular service provider being populated with entries that represent consumers who desire to have consultations with the particular service provider;

identify from the accessed queues a queue of a suitable service provider that has a decreased number of entries waiting to be processed, relative to numbers of entries in other of the accessed queues; and

populate the identified queue with an entry for the consumer requesting the consultation.

29. The computer program product of claim 28, further comprising instructions to:

determine that the entry for the consumer requesting the consultation is first in the identified queue; and

cause a communication channel to be established between the device used by the consumer and a device used by the service provider associated with the identified queue.

30. The computer program product of claim 28 wherein a service provider is available when associated with one or more of an available-web state, an available-telephone state, a busy-waiting room open state, an on-call state, and a busy state.