SYSTEM AND METHOD FOR REMOTE MANAGEMENT AND DETECTION OF CLIENT COMPLICATIONS

• US 20140244285A1
• Filed: 02/25/2014
• Published: 08/28/2014
• Est. Priority Date: 02/27/2013
• Status: Active Grant

• Current Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Loucks, Jason Andrew, Hinkle, Zachary, Weilenman, Logan H., Collins, Ryan
• Granted Patent: US 10,402,924 B2
• Time in Patent Office: Days
• US Class Current: 705/2
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G16H 10/60 for patient-specific data, e.g. for electronic patient records
• CPC Class Codes: G16H 40/67 for remote operation
• CPC Class Codes: G16H 50/20 for computer-aided diagnosis, e.g. based on medical expert systems

Abstract

A system and method are presented for relationship management workflow processes. At least one embodiment may apply to process automation to health care. More specifically, the system and method may be applied to patient management of healthcare, such as the management of Diabetes or other medical conditions. Other embodiments may apply to process automation in other areas utilizing management workflow software.

Claims

1. A method for managing a client medical condition comprising the steps of:

a. entering client medical information into an established account in a system database;

b. determining if said medical information meets a predetermined threshold using a computing device programmed with instructions to enable the computing device to make said determination; and

c. alerting a representative to contact the client if said predetermined threshold is met.

2. The method of claim 1, wherein said entering is performed manually by the client using a device that is capable of transmitting data to the system database.

3. The method of claim 2, wherein said device comprises a smartphone.

4. The method of claim 2, wherein said device comprises a computer.

5. The method of claim 1, wherein said entering is performed automatically by a device that is operably coupled to the system for data transmission.

6. The method of claim 5, wherein said device comprises a medical device.

7. The method of claim 6, wherein said medical device comprises a glucose monitoring device.

8. The method of claim 1, wherein said representative comprises a healthcare provider.

9. The method of claim 1, wherein said information comprises a measurement of the client'"'"'s blood glucose level.

10. A method for remote management of a client medical condition comprising the steps of:

a. entering client medical information into an established account in a system database comprising client medical records;

b. determining if said medical information meets a pre-determined threshold using a computing device programmed with instructions to enable the computing device to make said determination; and

c. alerting a representative to remotely contact the client if said predetermined threshold is met.

11. The method of claim 10, wherein said entering is performed manually by the client through a device that is capable of transmitting data.

12. The method of claim 11, wherein said device comprises a smartphone.

13. The method of claim 11, wherein said device comprises a computer.

14. The method of claim 10, wherein said entering is performed automatically by a device that is operably coupled to the system for data transmission.

15. The method of claim 14, wherein said device comprises a medical device.

16. The method of claim 15, wherein said medical device comprises a glucose monitoring device.

17. The method of claim 10, wherein said representative comprises a healthcare provider.

18. The method of claim 10, wherein said information comprises a glucose reading.

19. A method for managing a client medical condition utilizing workflow management comprising the steps of:

a. contacting a contact center by a client, who may interact with an agent of the contact center;

b. applying keyword spotting to the interaction as the interaction occurs using a computing device programmed with instructions to enable the computing device to spot one or more predetermined keywords;

c. determining if said one or more keywords have been spotted; and

d. triggering a work item for the contact center agent if said one or more keywords have been spotted.

20. The method of claim 19, wherein step (d) further comprises the step of enrolling the client into a monitoring program by creating an account if said one or more keywords have been spotted.

21. The method of claim 20, wherein the enrolling further comprises setting workflow rules and thresholds, wherein communications to the client may be initiated based on the rules and the thresholds.

22. The method of claim 20, further comprising the steps of:

a. accessing the account by the client and inputting information into said account; and

b. determining if the information meets a threshold; and

c. sending an alert to a representative to contact the client.

23. The method of claim 19, wherein step (b) further comprises the steps of:

a. assigning a score to the interaction based on the one or more keywords recognized; and

b. triggering an alert if the score does not meet a predetermined threshold.

24. The method of claim 22, wherein the accessing an account by a client is performed with a work item presented via process automation software for completion.

25. The method of claim 22, wherein the representative accesses a Graphical User Interface for information related to one or more of:

the client and the alert.

26. The method of claim 22, wherein the accessing the account is performed with a computer processor via an internet browser.

27. The method of claim 22 wherein the accessing the account by a client is performed through a smartphone application.

28. The method of claim 22, wherein step (a) comprises accessing an account by a client through a device capable of transmitting data.

29. The method of claim 19, wherein the one or more keywords are related to a medical condition.

30. The method of claim 19, wherein the client is a patient.

31. The method of claim 19, wherein the representative is a healthcare provider.