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https://lnkd.in/ejT3tFmX It is always fun to chat with Michael Stamatinos about #healthcare access, #surfing, #BJJ, #entrepreneurship, #AI, #inspiration, and #lovestory. I am grateful that at Keona Health, we can make healthcare access safe, personal, and efficient for both patients and providers. Our #AI is here to make human-to-human interaction more meaningful—not to take it away.

Diana waited twelve minutes on hold. When someone picked up, she explained her insurance change, her reschedule, and her knee pain. "Let me transfer you to scheduling." New voice. Same story, from the beginning. "And which knee was that again?" This is what "stateless" AI does. It captures everything, then forgets it the second you hang up. Call back Wednesday and you're a stranger answering the same 47 questions. You didn't build memory. You built a smarter way to start over. When AI sits on a healthcare CRM, the first call lands in the patient record and every call after picks up where you left off. Staff see 70% less re-gathering, 30% lower handle times, after-hours calls converting at 60%. Healthcare doesn't need more AI that forgets. It needs AI that treats your story as worth remembering. Here's how practices get there in 60-90 days → #PatientAccess #HealthcareAI #PatientExperience

This is what Forrester envisions for healthcare's future: platforms that transform scattered data points into unified patient experiences. Organizations that invest in customer experience platforms position themselves to thrive as healthcare continues its inevitable shift toward value-based care, consumerization, and digital-first engagement. Read the full Forrester report for yourself: https://lnkd.in/dRK6ydNH The question isn't whether healthcare will adopt comprehensive CX platforms. The question is whether your organization will lead this transformation, or be left explaining to patients why they need to repeat themselves one more time. #PatientExperience #CustomerExperience #AIinHealthcare

Most healthcare practices improve their patient access operations in fragments: a new phone system here, an online scheduling tool there. They're missing a clear picture of where they stand or what to prioritize next. After more than a decade working with practices across specialties, we mapped what that progression actually looks like. The Patient Service Maturity Model describes five stages of patient access maturity, giving practice leaders a practical framework for understanding where they are today and what the transition to the next stage actually requires. Start with two numbers: what percentage of your calls are answered within 30 seconds, and what percentage of patient interactions resolve on the first contact? Those two metrics won't place you across all five stages, but they tell you almost everything about whether your foundation is solid enough to build on, or whether you're trying to automate a coordination problem you haven't solved yet. Read the full article to find your stage. #HealthcareOperations #PatientAccess #PatientExperience

In my work, I have learned that missed patient calls are rarely just missed calls. They usually signal a breakdown in access. When patients cannot reach someone, care gets delayed and simple requests resurface later with more complexity. That friction shows up in experience, operations, and revenue. I have also seen how different things look when patient access is designed to complete requests end to end. Fewer calls are missed, teams are steadier, and patients move forward with less confusion. This article looks at what that kind of access design makes possible, and why zero missed calls can become a meaningful growth lever. #PatientAccess #HealthcareCRM #PatientExperience

Evaluating healthcare voice automation? The real question isn’t how calls are routed — it’s whether requests actually finish. Routine scheduling and common patient needs are completed end-to-end, 24/7 with CareDesk. Calls don’t bounce, stall, or land back with your staff unfinished.