Ontrak Health Will Bring MyndYou’s AI-Powered, Active Listening Virtual Care Assistant to Its Behavioral Health Members

By Business Wire On Mar 29, 2023

MyndYou’s MyEleanor will extend Ontrak Health’s ability to identify and engage members, using AI to triage and address mental health needs

Ontrak, a leading AI-powered and telehealth-enabled health care company, and MyndYou, creators of an AI-powered Virtual Care Coordinator, jointly announced that Ontrak Health will use MyndYou’s MyEleanor, an AI-powered conversational platform, to engage with members, triage needs, and address issues pertaining to behavioral, medical, or social care needs.

The announcement comes after a successful pilot program in which Ontrak Health used MyEleanor to call members on their phones and have emotionally-driven AI “conversations” to remind them of appointments, check in on their health and assess them for risks. As a result of MyEleanor’s high-touch, emotionally-driven conversational AI interventions, 38 percent of those members were actively re-engaged with Ontrak Health’s evidence-based behavioral health coaching services.

“There is a lot of talk about using cutting-edge AI in health care, but MyndYou is actually delivering it,” said Dr. Judith Feld, Chief Medical Officer at Ontrak Health. “The successful pilot program has demonstrated the value of MyEleanor in expanding our outreach effort to our members, which increases both satisfaction and outcomes. We are excited to expand MyEleanor to our entire member population.”

MyndYou’s MyEleanor is an AI-powered virtual care assistant that meets at-risk patients and members where they are: on the phone. It can help remind them to take their medication, come in for a well visit, or just check in on how they are doing. This supports patients’ health, and helps providers keep down medical spending and boost quality scores. On top of that, MyEleanor can analyze how something is said and track changes that may be an indicator of health problems – and then route that patient to the appropriate follow up.

MyEleanor was built on thousands of hours of real phone conversations between patients, nurses, and occupational therapists. MyEleanor leverages multiple Machine learning models including Large Language models, similar to ones used by ChatGPT, fine-tuned to communicate with a patient over the phone, discuss the patient’s health condition and recognize and identify patterns in speech. Unlike other non-health care machine learning models, however, MyEleanor does not generate text or speech directly to a patient to ensure safe and responsible communication.

While typical machine learning models are approximately 90 to 95 percent accurate, MyEleanor’s machine learning models are 99 percent accurate, by using expert and experienced clinicians to validate events identified on these calls to prevent false results.

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“At a time when health care providers of all types are stretched too thin, MyEleanor uses conversational AI to extend the care team so they can check in on patients and spot problems that need attention,” said Ruth Poliakine, CEO and co-founder of MyndYou. “This is critical for success in a value-based world, and we are excited to deepen our partnership with Ontrak.”

The results that Ontrak saw with MyndYou track what other health organizations have found. For instance, in its work with one large Integrated Delivery Network in the Northeast, MyEleanor engaged 89 percent of inpatient discharge patients into a 30-day wellness monitoring program. Each month, MyEleanor discovered 33% of patients were at risk of an Emergency Department readmission. Through MyEleanor’s partnership with the care teams, many of the patients were seen through Urgent Care and ED readmissions avoided. Additionally, across the entire patient population, 10 percent had immediate SDOH needs and MyEleanor helped coordinate the necessary care support.

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