Connecting Consumers with Service Providers

• US 20090313043A1
• Filed: 08/26/2009
• Published: 12/17/2009
• Est. Priority Date: 09/08/2006
• Status: Active Grant

• Current Assignee: American Well Corporation (Amwell Incorporated)
• Original Assignee: American Well Corporation (Amwell Incorporated)
• Inventors: Schoenberg, Roy
• Granted Patent: US 7,835,928 B2
• Time in Patent Office: Days
• US Class Current: 705/2
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06F 16/2455 Query execution
• CPC Class Codes: G06F 16/951 Indexing; Web crawling techniques
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9538 Presentation of query results
• CPC Class Codes: G06F 3/14 Digital output to display device ; Cooperation and interconnection of the display device with other functional units
• CPC Class Codes: G06Q 10/06375 Prediction of business process outcome or impact based on a proposed change
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: G16H 10/60 for patient-specific data, e.g. for electronic patient records
• CPC Class Codes: G16H 40/63 for local operation
• CPC Class Codes: G16H 40/67 for remote operation
• CPC Class Codes: G16Z 99/00 Subject matter not provided for in other main groups of this subclass
• CPC Class Codes: H04L 43/0811 by checking connectivity
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/562 Brokering proxy services

Abstract

A request is received from a consumer of services to consult with a service provider having a service provider profile that satisfies at least some attributes in a set of attributes that define a suitable service provider; an available service provider satisfying at least some of the attributes in the set of attributes is identified; and a communication channel is provided to establish a communication between the consumer of services and the identified service provider.

Claims

1. A computer-implemented method comprises:

receiving a request from a consumer of services to consult with a service provider having a service provider profile that satisfies at least some attributes in a set of attributes that define a suitable service provider;

identifying, by one or more computers, one or more available service providers satisfying at least some of the attributes in the set of attributes;

generating, by one or more computers, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified service providers; and

a link through which the consumer selects one or more of the identified service providers to cause a communication channel to be established between the consumer of services and the selected service provider; and

receiving data indicating the consumer'"'"'s selection of an available service provider.

2. The method of claim 1 wherein identifying one or more available service providers comprises:

monitoring availability of the one or more identified service providers.

3. The method of claim 1 further comprising:

activating the communication channel in response to selection of the link.

4. The method of claim 1 wherein the graphical user interface comprises:

a first portion providing a listing of service providers having a service provider profile that satisfies at least some attributes in the set of attributes that define the suitable service provider;

a second portion providing information associated with the selected service provider;

a third portion providing a current status of the selected service provider; and

a fourth portion providing one or more links through which the consumer activates the communication channel with the selected service provider.

5. The method of claim 1 wherein the selected service provider is of a first type of service provider, and the method further comprises:

identifying, by one or more computers, a second available service provider of a second type of service provider satisfying at least some of the attributes in the set of attributes; and

generating, by one or more computers, a second graphical user interface, with the second graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one or more of the second identified service providers; and

a link through which the consumer selects one or more of the second identified service providers to cause a second communication channel to be established between the consumer of services and the second selected service provider.

6. The method of claim 1 wherein the graphical user interface comprises:

a filter link that filters a listing of service providers based on a current status of the service providers.

7. The method of claim 5 wherein if the communication channel with the first selected service provider is established before the second communication channel, the method further comprises:

providing information describing an outcome of a communication between the consumer of services and the first selected service provider to the second selected service provider in advance of establishing the second communication channel.

8. The method of claim 1 further comprising:

providing information describing an outcome of a communication between the consumer of services and the selected service provider to a second service provider associated with the consumer of services.

9. The method of claim 1 further comprises:

identifying a communication method for contacting the consumer of services; and

instructing the selected service provider to initiate a communication using the identified method.

10. The method of claim 1 further comprises:

establishing a first communication channel with the consumer of services;

establishing a second communication channel with the selected service provider; and

connecting the first and second communication channels.

11. The method of claim 1 wherein

identifying the available service provider includes receiving an indication that a service provider satisfying at least some of the attributes in the set of attributes has established a first communication channel.

12. The method of claim 11 further comprises:

establishing a second communication channel with the consumer of services; and

connecting the first and second communication channels.

13. A computer-implemented method comprises:

receiving an indication that at least one service providers of a group of service providers has become available;

receiving a request from a consumer of services to consult with a service provider;

identifying by one or more computer systems an available service provider in the group; and

generating by one or more computers, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified service providers; and

a link through which the consumer selects one or more of the identified service providers to cause a real-time communication channel to be established between the consumer of services and the selected service provider.

14. The method of claim 13 wherein:

the request includes an identification of a time in the future; and

identifying a service provider in the group of service providers and generating the link through which the consumer selects one or more of the identified service providers to cause a real-time communication channel to be established take place at the identified time.

15. A computer implemented method comprises:

receiving a request from a patient for an on-demand, real-time consultation with a physician;

identifying by one or more computers at least one available physician with whom the patient should consult; and

generating, by one or more computers, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified physicians; and

a link through which the consumer selects one or more of the identified physicians to cause a communication channel to be established between the patient and the selected physician.

16. The method of claim 15 wherein identifying the available physician comprises, by one or more computers:

identifying at least one type of physician with whom the patient should consult;

identifying a set of physicians of the identified type;

determining the current availability of physicians in the identified set; and

identifying an available physician in the identified set.

17. The method of claim 16 wherein the patient is associated with a primary physician, and identifying the set of physicians includes identifying physicians other than the patient'"'"'s primary physician.

18. The method of claim 17 further comprising:

providing information describing an outcome of a consultation to the patient'"'"'s primary physician.

19. A computer implemented method comprises:

sending a request from a computing device operated by a user for an on-demand, real-time consultation with a physician;

and

receiving, by the computing device operated by the user, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified physicians; and

a link through which the consumer selects one or more of the identified physicians to cause a communication channel to be established between the user and the available physician.

20. A computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to:

receive a request from a consumer of services to consult with a service provider having a service provider profile that satisfies at least some attributes in a set of attributes that define a suitable service provider,

identify one or more available service providers that satisfies at least some of the attributes in the set of attributes; and

generate a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified service providers; and

a link through which the consumer selects one or more of the identified service providers to cause a communication channel to be established between the consumer of services and the selected service provider.

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

monitor availability of the one or more identified service providers.

22. The computer program product of claim 20 wherein the instructions to identify the one or more service providers include instructions to:

determine whether the one or more service providers are available.

23. The computer program product of claim 20 wherein the graphical user interface comprises:

a first portion providing a listing of service providers having a service provider profile that satisfies at least some attributes in the set of attributes that define the suitable service provider;

a second portion providing information associated with the selected service provider;

a third portion providing a current status of the selected service provider; and

a fourth portion providing one or more links through which the consumer activates the communication channel with the selected service provider.

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

provide information describing an outcome of a communication between the consumer of services and the selected service provider to a second service provider associated with the consumer of services.

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

establish a first communication channel with the consumer of services;

establish a second communication channel with the selected service provider; and

connect the first and second communication channels.

26. A computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to:

receive an indication that at least one service provider of a group of service providers has become available;

receive a request from a consumer of services to consult with a service provider;

identify an available member of the group; and

generate by one or more computers, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified physicians; and

a link through which the consumer selects one or more of the identified service providers to cause a real-time communication channel to be established between the consumer of services and the selected service provider.

27. An apparatus comprising:

a processor; and

a computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing the processor to;

receive a request from a consumer of services to consult with a service provider having a service provider profile that satisfies at least some attributes in a set of attributes that define a suitable service provider,

identify one or more available service providers that satisfies at least some of the attributes in the set of attributes; and

generate a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified service providers; and

a link through which the consumer selects one or more of the identified service providers to cause a communication channel to be established between the consumer of services and the selected service provider.

28. The apparatus of claim 27, the computer program product further comprising instructions to:

monitor availability of the identified one or more service providers.

29. The apparatus of claim 27 wherein the instructions to identify one or more service providers include instructions to:

determine whether one or more service providers are available.

30. The apparatus of claim 27 wherein the graphical user interface comprises:

a first portion providing a listing of service providers having a service provider profile that satisfies at least some attributes in the set of attributes that define the suitable service provider;

a second portion providing information associated with the selected service provider;

a third portion providing a current status of the selected service provider; and

a fourth portion providing one or more links through which the consumer activates the communication channel with the selected service provider.

31. The apparatus of claim 27, the computer program product further comprising instructions to:

provide information describing an outcome of a communication between the consumer of services and the selected service provider to a second service provider associated with the consumer of services.

32. The apparatus of claim 27 wherein further comprising instructions to:

establish a first communication channel with the consumer of services;

establish a second communication channel with the selected service provider; and

connect the first and second communication channels.

33. An apparatus comprising:

a processor; and

a computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing the processor to;

receive an indication that at least one service provider of a group of service providers has become available;

receive a request from a consumer of services to consult with a service provider;

identify by one or more computer systems an available member of the group; and

generate by one or more computers, a graphical user interface, with the graphical user interface when displayed on a display device, rendering;

a visual representation corresponding to at least one of the one or more identified physicians; and

a link through which the consumer selects one or more of the identified service providers to cause a real-time communication channel to be established between the consumer of services and the selected service provider.

34. A computer program product tangibly embodied on a computer readable medium for generating a graphical user interface for connecting a consumer of services with at least one service provider, the computer program comprising instructions for causing a computer to:

render the graphical user interface on a display device, the graphical user interface comprising;

a first region of the interface that includes a visual representation corresponding to at least one or more service providers; and

a link through which the consumer causes a system to establish a communication channel between the consumer and a selected service provider selected from one or more service providers.

35. The computer program product of claim 34 further comprising instructions to:

generate a list of the at least one or more service providers in the first region; and

a link for each one of the one or more service providers, which when selected renders information associated with the selected one of the one or more service providers.

36. The computer program product of claim 35 further comprises instructions to:

generate a second region of the interface that depicts information associated with a service provider, selected by a user when selecting one of the links associated with the service providers.

37. The computer program product of claim 34 further comprises instructions to:

generate an indicia in the interface that depicts a current status of the selected service provider; and

generate a third region in the interface that includes the link and one or more additional links through which the consumer activates the communication channel or one or more, different corresponding communication channels with the selected service provider.

38. The computer program product of claim 34 further comprises instructions to:

generate in the first region of the interface an indicia that depicts a current status of the selected service provider.

39. The computer program product of claim 34 further comprises instructions to:

generate a second region of the interface that includes the link through which the consumer activates the communication channel with the selected service provider.

40. The computer program product of claim 39 wherein the link through which the consumer activates the communication channel with the selected service provider is a first link and the program further comprises instructions to cause the computer to:

generate the graphical user interface with a plurality of links, including the first link, with the plurality of links corresponding to different communication channels.

41. The computer program product of claim 34 further comprises instructions to cause the computer to:

generate the graphical user interface with a filter link that filters a listing of service providers based on a current status of the service providers.

42. The computer program product of claim 40 wherein the plurality of links comprises one or more of:

a first link to initiate a communication with the selected service provider over the Internet;

a second link to initiate a communication with the selected service provider over a telephone;

a third link through which the consumer schedules an appointment with the selected service provider;

a fourth link to initiate sending the selected service provider a voice mail message; and

a fifth link to initiate sending the selected service provider an electronic message.