The Beat

Revolutionizing Patient Communication with AI: Vijay Verma, VP of Product Management at TeleVox

Episode Summary

Good clinical outcomes are built on strong communication platforms and experiences. In this episode, Vijay Verma, Vice President of Product Management at TeleVox, discusses how the organization helps bridge the communication gap between healthcare providers and patients. He highlights the emerging impact of generative AI in reducing the burden on healthcare staff and improving patient care. Vijay addresses the common pain point of inefficient communication channels, emphasizing the need for personalized, proactive, and automated conversations across various platforms like voice and SMS. He also details TeleVox's solutions, including Smart SMS and Smart Voice, which leverage generative AI to provide persistent, actionable, and conversational experiences in multiple languages. Tune in and learn how TeleVox is revolutionizing patient relationship management and engagement.

Episode Notes

About Vijay Verma:

Vijay Verma is a seasoned product leader currently serving as VP of Product Strategy at TeleVox Healthcare in the NYC metro area, where he spearheads AI-driven initiatives and contact center innovation. With 20+ years of experience driving digital transformation, he specializes in creating exceptional customer journeys that drive engagement and business growth. A specialist in Conversational AI and CX, he has pioneered AI-driven engagement platforms, impacting 30M+ users, and led enterprise-scale transformations resulting in significant NPS improvements. Vijay excels at leveraging emerging technologies, data-driven insights, and cross-functional teams to create innovative solutions that resonate with users and deliver measurable business growth.

Things You’ll Learn:

• Good communication is crucial for achieving positive clinical outcomes, necessitating platforms that work for both institutions and patients. TeleVox focuses on bridging communication gaps through patient-centered experiences that improve health outcomes and drive financial success for healthcare providers.
• Generative AI is poised to significantly impact healthcare by alleviating staff shortages and simplifying complex processes. 
• A major pain point in healthcare is the friction in communication, often leading to frustrating experiences for patients and staff burnout.
• Omnichannel communication strategies are essential for providing consistent and convenient patient experiences across various channels, including voice, SMS, and mobile apps. 
• Generative AI enables the efficient repurposing of healthcare content across different channels and languages.
• Smart Voice combines the empathy of a voice channel with the automation of a virtual agent and the intelligence of a call center. 

Resources:

• Connect with and follow Vijay Verma on LinkedIn.
• Learn more about TeleVox Healthcare on their LinkedIn and website.