Integrating In-Person Specialists’ Care with AI-Driven Telemedicine

14 Pages Posted: 28 Aug 2023

See all articles by Opher Baron

Opher Baron

University of Toronto - Rotman School of Management

Fanying Chen

Boston University, Questrom School of Business, Department of Management Information Systems, Students

Abraham Seidmann

Boston University - Questrom School of Business; University of Rochester - Simon Business School

Date Written: August 17, 2023

Abstract

Telemedicine has been slowly gaining popularity, and the COVID pandemic dramatically boosted its usage. With an acute shortage of physicians, large healthcare organizations have been looking at the best ways to integrate virtual, digital, and condition-specific automated care programs to create a unified, comprehensive clinical journey for their members. Working with the leadership of a large HMO, we investigate the option of incorporating an independent third-party service that will offer select patients’ rapid access to virtual AI-driven dermatological diagnostic systems. We present a novel model of such a hybrid service system designed to shorten waits for this specialty medical care. Under this model, the automated appointment scheduling system dynamically activates the (far more expensive) virtual AI-driven care line only when the primary (in-person) service line becomes overloaded. We use extensive field data analytics to show that our proposed hybrid service-delivery model provides significant service improvements, even when the virtual AI-driven telecare is called to serve only a small proportion of patients.

Keywords: Telemedicine, Economics of Information Systems, Technology Integration, Secondary Care

Suggested Citation

Baron, Opher and Chen, Fanying and Seidmann, Abraham Avi, Integrating In-Person Specialists’ Care with AI-Driven Telemedicine (August 17, 2023). Available at SSRN: https://ssrn.com/abstract=4544089 or http://dx.doi.org/10.2139/ssrn.4544089

Opher Baron

University of Toronto - Rotman School of Management ( email )

Fanying Chen (Contact Author)

Boston University, Questrom School of Business, Department of Management Information Systems, Students ( email )

595 Commonwealth Avenue
Boston, MA 02215
United States

Abraham Avi Seidmann

Boston University - Questrom School of Business ( email )

595 Commonwealth Avenue
Boston, MA 02215
United States

University of Rochester - Simon Business School ( email )

Carol Simon Hall 3-333C
Rochester, NY 14627
United States
585-275-5694 (Phone)
585-275-9331 (Fax)

HOME PAGE: http://www.ssb.rochester.edu/fac/Seidmannav/

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