Olive Quarterly

THE

WORD

>> PAGE 4

JOIN THE

>> PAGE 76

Q3 / 2018

olivequarterly.com

Olive Quarterly

Q3 / 2018

Olive Quarterly Q3 / 2018

olivequarterly.com

Olive Quarterly

ISSUE /

Introduction LETTER FROM THE CEO

002

Customers 2

CUSTOMER ONBOARDING

THE F WORD 4

HEART OF OHIO

OUR MISSION AND VISION

ALPHA 64

PURPLE IS THE NEW BLUE

OMEGA 66

ANNOUNCING NEW INVESTORS AND BOARD MEMBERS

NCI, INC. 68 10

Olive DEFINITIONS 12

HMS 70 CUSTOMER LOGOS

THE BUILDERS’ UNION

Methodologies

OUTEGRATION 14 THE PROBLEM WITH HEALTHCARE 16

TAKING THE ROBOT

MEET OLIVE 18

OUT OF THE HUMAN

PRODUCT ROADMAP

SHAPE METHODOLOGY

AI-A-A-S 22 OLIVEWORKS 24 OLIVEBUILDER 38

Horizon

OLIVE US 44 PUPIL 46

THE INTERNET OF HEALTHCARE

EVENT CALENDAR 47

AI AS A ROUTER

EVENT PHOTOS 51 AGENT 52 OLIVE THE POLYGLOT

Company

AAA 56 COGITATIONS 58

OLIVE HQ BY THE NUMBERS

PERKS AT OLIVE 90 WORK AT OLIVE 92 OUR CORE VALUES

GAME PAGE 96

Q3 / 2018

LE T TER

FROM

THE

olivequarterly.com

CEO

2012

2014

2018

The story of Olive, its zigs and zags, its pivots, its insatiable quest for product-market fit, while an important and irrevocable part of our heritage, is now in the history books. The story is now about growth—customers, our team, and Olive’s capabilities. We have new investors, board members, and capital poised to fuel our growth engine. We have raised our hand to be the ones responsible for bringing an AI workforce to healthcare and take that responsibility very seriously. As with all great stories, there is a great paradox. Bringing an AI workforce to healthcare is all about humans–the humans at Olive that work tirelessly everyday, the human decision makers in an industry that requires the vision and courage to make major change, the human healthcare worker that deserves better tools to accomplish their impossible jobs, and most importantly the human patient that deserves better healthcare. It will be our human endeavors that will make possible our AI future. We ask that you join us. As a teammate, customer, partner, champion, or even as a skeptic. Just don’t sit on the sidelines as this transformation sweeps swiftly over healthcare and all of our lives.

SEAN LANE, CEO AT OLIVE

Q3 / 2018

THE

olivequarterly.com

WORD

This time, I wasn’t going to ignore the instinct. We took a major risk and focused on Olive.”

FOCUS. It’s such an incredibly

I vividly remember one of our first

important word when it comes to

meetings after we had just decided

building a big business. There’s no

to go all in on our Queue product.

way to accomplish massive goals

We were in the first few weeks of

without extreme focus. Why did focus

planning, and everyone was on the

become the cover page? Because

same page. We were excising all the

after 5 years, we finally have the

distractions and really starting to

opportunity to focus. We sold all of our

get some momentum. I opened the

legacy products to Dynamic Health

meeting with the idea of Olive. It didn’t

Strategies (DHS Group), and brought

have the name Olive yet, but it was

on additional funding—and now, we

Olive. I thought for sure I was going

are furiously focused on Olive. What

to have a mutiny on my hands. People

do I mean when I say we now have

were visibly exhausted and frustrated.

the opportunity to focus? Well, it may

I went against my gut that day and

not be a popular opinion, but I would

suppressed that instinct. My team

argue that you don’t always have the

didn’t mutiny and we focused on the

luxury of focus. At least not on a single

Queue product like planned. It wasn’t a

product, or a single business model.

year later until I put the Olive idea back

You can focus on your company from

on the table. This time, I wasn’t going

day 1. You can focus on your vision,

to ignore the instinct. We took a major

team, culture, and principles. However,

risk and focused on Olive. We felt

you can’t always focus on the market,

product-market fit pretty quickly, and

product, tactics, or sometimes even the

I’m happy to report that over 18 months

strategy. Why? Because it might not

later, we are laser-focused. It’s not

be the right one, yet. You have to be

only the right thing to do, it’s now the

committed to finding product-market

right time to do it. With our customers’

fit, but you must sometimes stay on the

and investors’ overwhelming support,

balls of your feet until you are sure you

the Olive team is focused like never

have it. If you focus, all you’ve got too

before. We love the “F word.”

early on is a product without market fit—and you could kill your company. We came dangerously close to running out of money by focusing too much and too fast on the wrong product. We went long, said we were all in, and quickly added to our staff. Ultimately, though, we did it too early and didn’t have product-market fit. It was a tough lesson, and one that I’ll never forget. All the forces from the outside and many internal voices were screaming to focus. By the way, that wasn’t the wrong advice. It was exactly the right

My summary for founders, entrepreneurs, and members of the Builders Union–focus is essential. You will never win if you don’t focus. But, focus on the right thing at the right time. Start with a vision for an industry, then narrow it like a laser when the market signals it’s time. Spectators will likely tell you to focus, focus, focus. Remember, they’re right. But they can’t understand the market signals, and all the nuances and peculiarities the same way you can.

advice—it was just at the wrong time.

Q3 / 2018

OUR VISION

To build the Internet of Healthcare through Artificial Intelligence.

olivequarterly.com

OUR MISSION

To carve a trillion dollars out of the cost of healthcare, and increase the quantity and quality of human life.

Q3 / 2018

PURPLE

THE

Purple is the New Blue

olivequarterly.com

NE W

BLUE

Olive (f/k/a CrossChx) Closes $32.8 Million Series D Financing Funding led by Oak HC/FT and Ascension Ventures to enable company to accelerate product development and scale its technology to healthcare organizations nationwide. CrossChx rebrands itself as Olive to reflect commitment to building meaningful AI-enabled robotic process automation solutions for healthcare.

COLUMBUS OH, July 30, 2018—Olive,

burdened with improving efficiency,

the premier healthcare-focused

reducing costs, and enhancing the

robotic process automation and

patient experience,” said Sean Lane,

artificial intelligence company,

Founder and CEO of Olive. “Olive

announced today that it has raised

handles repetitive, high-volume

a $32.8 million Series D round from

tasks, which allows employees to get

Oak HC/FT and Ascension Ventures

back to patient care and presents

with participation from existing

healthcare organizations with value

investors. The round will help the

that could not otherwise be realized.”

company scale its eponymous AI

“As the first healthcare automation

solution, Olive, throughout healthcare organizations nationwide and invest in new capabilities such as Pupil, its process mining tool, that will be launched at alpha sites this summer.

solution on the market using AI to streamline repetitive tasks and workflows by working with existing systems, Olive is uniquely positioned to counteract the ever-increasing

“Hospital operations have grown

cost of healthcare and humanize

unsustainably complex as providers

the cumbersome process,” said

must adopt new technologies,

Billy Deitch, Principal at Oak HC/FT.

workflows, and regulations with

“We are excited to partner with Olive

increasing frequency in order to

to deploy its innovative technology

provide best-practice care,” added

at scale.”

John Kuelper, Investment Director

Billy Deitch, Principal at Oak HC/FT

at Ascension Ventures. “Olive’s cutting-edge process mining and automation technologies are enabling our firm’s health system partners to continually optimize clinical and administrative operations so caregivers can spend more of their time on patient care.” “Olive arrives at a time when healthcare organizations are

Q3 / 2018

and John Kuelper, Investment Director at Ascension Ventures, will join the company’s board of directors. Earlier this year, Olive divested its legacy Connect platform and related products including Connect biometrics, Queue registration kiosk, and the CrossChx Connect mobile app to DHS Group.

A NNOUNCING

NE W

INVES TORS

A ND

Announcing New Investors and Board Members

olivequarterly.com

B OA RD

MEMBERS

ABOUT OAK HC/FT

Founded in 2014, Oak HC/FT is the premier venture growth-equity fund investing in Healthcare Information & Services (“HC”) and Financial Services Technology (“FT”). With $1.1 billion in assets under management, they are focused on driving transformation in these industries by providing entrepreneurs and companies with strategic counsel, board-level participation, business plan execution and access to our extensive network of industry leaders. Oak HC/FT is headquartered in Greenwich, CT with offices in Boston and San Francisco. ABOUT ASCENSION VENTURES

Ascension Ventures is a strategic healthcare investment firm with four funds and more than $800 million in capital under management. The firm was launched in 2001 by Ascension, the nation’s largest Catholic and non-profit health system, and today invests on behalf of thirteen of the nation’s leading community health systems. These health system limited partners collectively operate 474 hospitals, have 578,000 employees and generate $88 billion in annual revenue. AV collaborates with these partners to identify, invest in, and support strategically aligned private companies that are transforming the healthcare industry and enhancing the experience for patients, their families, and caregivers.

BILLY DEITCH joined Oak HC/FT as a Principal in 2018. Prior to joining Oak

HC/FT, Billy was with Francisco Partners, a technology-focused private equity firm, where he helped lead investments and served on the boards of several companies across healthcare, fintech, and application software. Billy was previously with TPG Growth, the early stage investment platform of TPG Capital, where he focused on investments in healthcare, software, financial services, and consumer products. Billy began his career in the Media & Communications investment banking group at UBS and also worked with the lending platform Funding Circle during the early stages of its US operations. Billy graduated cum BILLY DEITCH

Principal, Healthcare,

laude from Yale University with a BA in History and earned an MBA from the Stanford Graduate School of Business, where he was an Arjay Miller Scholar.

Oak HC/FT JOHN KUELPER joined Ascension Ventures in 2014 as a Kauffman Fellow. John

is Founder and President of Qualia Holdings LLC, a platform for systems biology and therapeutic ventures. He has advised or worked for several investment firms (Adams Street Partners, Sterling Partners, Abundant Venture Partners), medical technology companies (Stereotaxis, Orpheden Therapeutics), and non-profits (The Kresge Foundation, the Blue Cross and Blue Shield Association). John began his career as a medical researcher studying computational neuroscience and medical robotics and has over fifteen years of experience as a commercial software developer. John earned JD and MBA degrees from the Northwestern University Pritzker School of Law and Kellogg School of Management where he JOHN KUELPER

Investment Director, Ascension Ventures

graduated with honors and was elected Beta Gamma Sigma (top 10% of class). He earned a BA in cognitive neuroscience from Washington University in St. Louis, graduating magna cum laude. In 2014 he was elected to the Kauffman Fellows Society. In his spare time, John enjoys hiking and camping with his two dogs and listening to live music.

Q3 / 2018

In•ven•tio•na•ry Kilobot

Builders

Aptitudes

A kilobot is a unit of measurement

Builders are the people that use

Aptitudes are capabilities within

of Olive’s work. One kilobot

OliveBuilder, our platform, to build

OliveBuilder that leverage external

equates to 1,000 actions.

Olives. Builders can be people

data, knowledge, services,

ADA SHOWER

OPEN LOCKER

135

131

76 SF

123

at Olive HQ, partner companies,

An action is any discrete lowest

75 SF

protocols, or applications in a

FITCHX

136

942 SF

MECH

or other individuals using our

statistics are used to measure

129B

132

134

128

127

126

325 SF

Aptitudes can be built by any

129B

12 SF

Builder through the Aptitude SDK, QUIET ROOM

FREIGHT

110

102 SF

MEETING

124 SF

129 SF

go operational, they purchase

109

112

MECH

111

113

97 SF

W60/108

W80/108L

W30/108

MEM

W60/108

W80/108L

SPCL: W33/108

202 SF

115

MEMF

a kilobot reservoir to power Olive.

116

PASS THRU

or by Olive’s engineering team.

114

59 SF

122A

116

and once their workflow automations STAIR 213 SF

121

991 SF

CORRIDOR

133

economic unit used by Builders.

125

124

128

75 SF

133

ELECTRICAL

usage, ROI, and is the primary

BOARD ROOM

297 SF

building block in an Olive workflow.

26 SF

129

to OliveBuilder to test and build,

109

123

122

ADA TOILET

64 SF

75 SF

145 SF

185 SF

151 SF

package that can be used as a

CLOSET

SHOWER

OPEN LOCKER

CORRIDOR

137

138

56 SF

125

164 SF

platform. Builders get free access 136

137

ENTRY

138

124

WOMEN'S TOLIET

127

130

24 SF

REFRESHMENTS

132

layer (ie. Click, type, etc). Kilobots

MEN'S TOILET

LAUNDRY

131

measurable task at the application

122B

MECH

116 SF

MEM

111

108B

W80/108L

W48/108-C

SPCL: W44/108

W48/108-C

MEETING

117

383 SF

W48/108

W48/108-C

VE O M

29/70/ST-AC

BF/ CUSH

H BF/ CUS

VE O M

104

24/54

29/70/ST-AC

BF/ CUS

O M

29/70/ST-AC BF/ CUSH

BF/ CUSH

MIN

LDA

29/70/ST-AC

BF/ CUS

29/70/ST-AC

228 SF

29/70/ST-AC

ON PAGE 66.

processes. In prospective mode,

PMS/66/P

Pupil harvests real-time information

PMS/66/P

IF MIN LDA

LDA

MIN

about human work from the

STORAGE

213

workstation, and feeds it into Pupil

MIN

WOMEN'S TOILET

213

LDA

MIN

62 SF

209

MEN'S TOILET

211

LDA

OFFICE

112 SF

225 SF

214 SF

207

206

MEETING ROOM

205

where processes are visualized,

1151 SF

MECH

26 SF

51 SF

211

LDA

MIN

IF MIN SH

208

210

analyzed, and identified. SEE MORE

212 LDA

MECH

KITCHEN

212

26 SF

209

208

206

207

G 204

205

CORRIDOR

LDA IF

MIN

LDA

202

ON PAGE 46.

674 SF

DN FREIGHT

218

103 SF

MIN

LDA

STAIR

217

LDA

MIN

Plan

LDA

MIN

LDA

AS LD

ON PAGE 22.

Omega site at Olive HQ. SEE MORE

IF AS HM IN

IF AS HM IN LD

HM IN

IF MIN

MIN

LDA

MIN SH

LDA

MIN

LDA

MIN

SH IF

MIN

HM IN

SH LDA

HM IN AS

MIN

LDA

HM IN

AS HM IN

MIN

3'-5"

LDA

MIN

LDA SH

MIN

LDA SH

MIN

LDA

MIN

3'-5"

LDA

MIN

SH LDA

MIN

LDA

MIN

a function. This would also include LDA

LDA

MIN

LDA

MIN

LDA

MIN

HM IN

LDA

MIN

LDA

LDA SH

224

9437 SF

MIN

OPEN OFFICE

LDA

MIN

Alpha sites feed directly into the

order to accomplish part, or all of

MIN

simple, yearly price. SEE MORE

State diagram of skills to run in LDA

with the broader healthcare industry.

LDA

her tasks, and always works for one

MIN

the plan is for, how often to run, etc.

MIN

the results of those new endeavors

LDA

information like which organization

up for work everyday, completes

MIN

LDA

product, and ensure that Olive shows

(like Pupil), and to help Olive share

Olive innovations and capabilities

LDA

MIN

offering, we provide an end-to-end

MIN

final product. With Olive’s AI-a-a-S

that has agreed to embrace new SH

An Alpha site is a customer site LDA

LDA

Alpha LD

MIN

LDA

MIN

LDA

MIN

LDA

MIN

LDA

MIN

SH LDA

MIN

LDA

217

214 SF

way to effectively rent or “hire” the

This is generated by the plan builder. G

MIN SH

IF MIN

IF MIN SH LDA IF MIN SH

IF HM AS

IN HM AS

MIN

HM AS LD

LDA

MIN

LDA

MIN

LDA

LDA SH

LDA

MIN

LDA

LDA SH

MIN

LDA

MIN

LDA

olivequarterly.com

166 SF

MIN

LDA SH

LDA

226

CONFERENCE

MIN

ON PAGE 64.

CONFE

204

229 SF

MIN

LDA

IT ROOM

151 SF

164 SF

216

243 SF

216

17.5/29.5

LDA

visualizes them, and identifies

PMS/66/P

BF/ CUSH

IF 29/70/EXT-ST-AC MIN

LDA

BUFFET

MIN

BF/ CUS

29/70/ST-AC

IF 29/70/ST-AC MIN

BF/ CUS

29/70/ST-AC

BF/ CUS

29/70/ST-AC

LDA

SH 29/70/ST-AC MIN

LDA

29/70/ST-AC

PMS/66/P

In retrospective mode, Pupil ingests

STORAGE

security, consultants). AIa-a-S is a

105

302 SF

214

(platform, database, servers,

CHEF KITCHEN

LDA

29/70/ST-AC BF/ CUSH

BF/ CUS

29/70/ST-AC

AS LD

PMS/66/P

BF/ CUSH

W48/108-C

W48/108

IF MIN

MIN

LDA

29/70/ST-AC

BF/ CUS SH 29/70/EXT-ST-AC MIN LDA

BF/ CUS

IF 29/70/ST-AC MIN

CUSH 17

W40/108-C

PL AE

SPCL: W44/108-C

13/24

LDA

5'-7"

STORAGE

complexities yourself as a customer

511 SF

prospective and retrospective.

extracting insights. SEE MORE

(AI-a-a-S) is the primary offering

having to piece together all the

102

103

158 SF

log files from software systems,

215

purchase an AI workforce without

DINING

EMPLOYEE KITCHEN

is always working, learning, and

215

140 SF

Pupil works in two modes:

the customers, ensuring that Olive BF/ CUSH

IF 29/70/ST-AC MIN

STORAGE

Artificial Intelligence-as-a-Service

BF/ CUS

candidate processes for automation.

BF/ CUS

LDA

BF/ CUSH

BF/ CUS

LDA

BF/ CUSH

AI-a-a-S of Olive. At its core, it is a way to

29/70/ST-AC

MIN

ON PAGE 80.

focused on solving problems for 5'

BF/ CUS

LDA

29/70/EXT-ST-ACSH

learn human process and mine for

PMS/66/P

118

PMS/66/P

29/70/ST-AC

SH 29/70/ST-AC MIN

LDA

SH 29/70/ST-AC MIN

PMS/66/P

IF 29/70/ST-AC MIN

determine the right tasks and priority

Pupil is Olive’s ability to watch and

success operation. Omega is PMS/66/P

29/70/ST-AC

BF/ CUSH

LDA

IF 29/70/ST-AC MIN

for Olive to automate. SEE MORE

BF/ CUS

Omega is Olive’s 24/7 customer

MIN

Omega team to help our customers

29/70/ST-AC

6525 SF

BF/ CUSH

LDA

29/70/EXT-ST-ACSH

29/70/EXT-ST-AC

BF/ CUSH

106

BF/ CUS

BF/ CUSH

LDA

29/70/ST-AC

PMS/66/P

BF/ CUS

PMS/66/P

OPEN OFFICE

LDA

BF/ CUS

W40/108-C

29/70/ST-AC

BF/ CUS

W40/108-C

PMS/66/P

SH 29/70/ST-AC MIN

29/70/ST-AC

SPCL: W44/108-C

W40/108-C

PMS/66/P

W40/108-C

SPCL: W44/108-C

PMS/66/P

Omega PMS/66/P

SH 29/70/ST-AC MIN

is the methodology used by the LD

SPCL: W44/108

73 SF

Scaling Humans through Advanced

Pupil

107

W48/108

MECH

Process Engineering (SHAPE)

W80/108L

W48/108

SHAPE Methodology

SEE MORE ON PAGE 76. SPCL: W44/108

108

366 SF

107

W80/108L

MECH

108A

eneral

4.59

6.28

23%

This weeks Hours Worked (v.s Last Week)

May 11

OliveBuilder

Insights

AWE Checklist

OliveBuilder is the product offering

Insights is Olive’s way to provide

The AWE checklist is a set of

for our platform used to build Olive.

intelligence to her “boss” on the

questions sent to customers that

SEE MORE ON PAGE 38.

work she has been doing, and ideas

allows us to properly understand,

of how she May could do her job May better 15 16

scope, and quote a price for their

in the future. SEE MORE ON PAGE 43.

workflow(s). SEE MORE ON PAGE 60.

May 12

May 13

May 14

OliveWorks Eligibility Checks

24.54

Weekly Average

Average Hours Worked

Our AIa-a-S product offering, through which we offer automation of various Eligible 750 workflows throughout healthcare.

SEE MORE ON PAGE 24.

Errored Ineligible

250 50

Prior Authorization

1.94M

138.6K

Total Prior Authorization

Avg. Daily Prior Authorization

Candidate processes for automation.

600k 500k 400k

PRONOT

300k 200k

AAA F

igible

rored

eligible

100k 0 Su

Automating Automations

Autonomously (AAA) is the

end without human intervention

Avg. Daily Prior Authorization

600k

or human programming.

Olive Us

SEE MORE ON PAGE 80. Eligible

2809

Errored 2074 Olive Us is the customer community

500k

SEE 400k MORE ON PAGE 56.

276 of Olive. Olive Us consists of an Ineligible

300k

annual convention (Olive Us Summit)

200k

of Olive customers and partners to

Cogitations 100k

share ideas, learn new capabilities,

alphanumeric designator given to through the SHAPE methodology.

Prior Authorization

an Olive workflow from end to 2.30M 85K Total Prior Authorization

Process notation (PRONOT) is an a CPA once it has been evaluated

concept create, and execute, Patientto Check

2767 647 37

CPA

Cogitations are the machine learning and deep learning implementations in OliveBuilder that allows Builders

hear others’ experiences, and unlock

Circuit A circuit is the name given to a possible workflow discovered by Pupil. SEE MORE ON PAGE 56.

aspirations for the future. SEE MORE ON PAGE 44.

to evoke ML/DL models in an Olive workflow. SEE MORE ON PAGE 58VV.

Outegration Outegration is the counterpart to integration. It is a method Olive uses to access data and services through the user interface of software versus backend integrations. SEE MORE ON PAGE 14.

IoH The Internet of Healthcare. SEE MORE ON PAGE 84.

Q3 / 2018

INTEGR ATE

WITH

NOTHING

OUTEGR ATE

WITH

E VERY THING

0 U T E G R A T E W

EVERY T HIN G EVERY T HIN G EVERY T HIN G 14

olivequarterly.com

UI VS. APIS AND HL7

Healthcare has made significant investments into electronic medical records (EMRs), patient portals, revenue cycle software, and more. Most of these technologies require expensive integrations in order to function as a cohesive community. Instead of taking the old approach of using APIs and HL7 feeds, Olive decided to use the UIs of the systems and tools that are already in place.

Olive does not use EMR APIs because... • Olive is both platform and application

• Support issues are identified and acted upon immediately. If the software being automated changes, no code adjustments are required

agnostic. She is designed to utilize

to update Olive (in contrast to Olive

any application UI, and create an

using APIs).

API layer on top of the UI itself. • Olive can be trained to use any

• The Olive team expects that software changes will occur, and

system simply by mimicking the

Olive preemptively detects changes

actions taken by a user within

which could make her unable to

a system to accomplish a task.

complete tasks. The Olive team will

• Many systems expose limited APIs, which are not sufficient to replicate

then update Olive as necessary. • The Olive team has robust monitoring

all activities a user performs in the

and alerting in place to ensure

software. Creating new APIs to fill

Olive is back on track if an

these gaps would be time-consuming,

unforeseen error is encountered

and would require a new release

once Olive is live. These are

of the system.

capabilities that other, more

Olive is different than other automation tools because...

traditional automation tools lack.

• Olive does far more than simple, coordinate-based screen-scraping. Olive uses intelligent processes to accurately identify and interact with other applications. She relies on existing technologies built into your operating system, which are designed for this purpose.

Q3 / 2018

THE

PROBLEM

WITH

HE ALTHCA RE

PROBLEM WITH H E A LT H C A R E THE U.S. HEALTHCARE SYSTEM is

outside of the digital domain. During

It’s easy to throw stones at the

advanced in so many ways, yet one

the rapid adoption period, many EMR

software that exists and excoriate

of the most glaring problems that

systems emerged to fill the market gap.

them for their lack of data sharing

still plagues the system is a lack of

It was a great, albeit complex, business

capabilities. However, they were

interoperability, or as we like to say,

for technology companies to get into.

just a product of the requirements

the lack of the Internet of Healthcare.

A handful of EMR systems have risen

they had to meet to become certified

to the top of the pack, and enjoy most

and meet a rather daunting set of

of the market share today. These

standards imposed by the federal

systems weren’t really built with data

government. It’s not clear that data

sharing in mind—they were built to

sharing should have been introduced

propel healthcare into the digital

into the requirements framework

domain, and to create business tools

earlier or more aggressively, and

that allowed healthcare constituents

it’s not clear if diagnosing that now

to work within those systems to care

does us any good.

Software systems were adopted like an avalanche in healthcare over the last 20 years. We went digital as an industry relatively quickly; most of the impetus behind the accelerated rate upon which software systems were adopted was driven by federal mandates. They worked, and now very few artifacts of healthcare remain

for patients and get paid.

olivequarterly.com

The reality that exists with healthcare

the data ingester, the data processor,

technology is that we now have to

the transmitter. This phenomenon has

figure out how to scale that technology

shifted the hours spent by humans

to the next level.

from being in front of patients to being

As a whole, going digital was and is a good thing for healthcare. Data is now at least digitally archived, and there is a somewhat universal

We think the answer is different. We think the answer is to use operational AI to replace the human routers.”

standard of capabilities each provider has to perform their functions. But there are also several downsides to the rapid adoption. The first downside is one that we already mentioned, but needs to be highlighted enthusiastically. EMRs were not built to share data. They weren’t built to exchange patient information with other systems. They were built as fortresses to protect the data of patients at each instance, and to make sure that data was available only within the walls of that system. Today, most realize that the closed-off approach to health data is not the right approach for the future. It is difficult to imagine that in the future, data won’t be more seamlessly exchanged to better care for people globally. There have been several initiatives that have opened up tributaries of data sharing, however, these point solutions have not become universally adopted or systematic by any means. To solve the lack of sharing and interoperability, humans have become the routers—humans are the interface between disconnected software systems, humans are the interface of data between different organizations. They transmit data through fax, email, printing, and mailing. The reality is that human work has changed dramatically with the rapid adoption of EMRs. Humans had to take on the job of the router,

Q3 / 2018

in front of computer screens, logged in to many user interfaces, shepherding the patient data into the right fields. We think this is a crisis. Licensed caregivers’ quality of life have been pummeled by this new role, and the consequence comes in the form of burnt-out employees, skyrocketing administrative costs, less humanto-human experiences, and most importantly, subsequent decreased quality of care. So how do you solve that problem? Some think you solve it by trying to rebuild the infrastructure, to impose even more requirements on data sharing, and to try to standardize and force interoperability between systems. While that may make a dent in the data liquidity problem, it will likely only further burden the human routers, and increase an already out-of-control administrative cost profile. We think the answer is different. We think the answer is to use operational AI to replace the human routers. AI to take over the button Olympics that humans are enduring. AI to transmit the data where it needs to go, and use global awareness to ensure the right data goes to the right place. The systems may not have to change. At least for now, we can add a layer of AI as a user on top of the EMRs that have been adopted. This AI layer will ease the administrative burden, reduce the skyrocketing costs, and turn the human-powered Internet of Healthcare into a technology-powered internet, without having to overhaul the immense infrastructure that has already been put into place.

MEE T

OLIVE

Meet

OLIVE GOT HER START as a project at

coordination and patient access, we

CrossChx in 2013. We didn’t have a

noticed a recurring problem. Every

name for her yet—it was Olive’s distant

provider used different software—

relative that we were building when

even if we were able to get all the data

one of our engineers, Larry Haines,

out of those disparate systems, our

built an automated screen scraper to

customers would still have to login to

extract and input data into an EMR

our software to make use of it. That

where APIs were non-existent. In fact,

meant they would have to look at yet

we moved that product to the shelf

another screen. They were already

after a few weeks of development to

overworked, already logging in to

focus on a different market opportunity. many systems and clicking through But there was some magic that we’ll

too many UIs. The best we could come

never forget back in 2013 when

up with was to add to their stack of

Larry demoed his screen scraper.

work with our software. It was much

We watched as it is logged in like a

sexier software, but another screen

human, extracted data from the screen,

nonetheless. We knew this couldn’t be

clicked buttons, and completed a

the right answer; there had to be a way

workflow, just like a blazing-fast human

to automate their workflows, to get the

was doing it. That moment was etched

data we needed, and to action that

into our memories, and it would come

data without adding more burdensome

back to us nearly four years later.

work for the human. It was then that

As we were deploying software at CrossChx to help with care

we remembered the work Larry had done back in 2013.

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There had to be a way to automate their workflows, to get the data we needed, and to action that data without adding more burdensome work for the human.”

We remembered that magical moment

we had called Olive, so we decided

when Larry’s program logged into

to re-imagine Olive to make her the

an EMR and completed a workflow

persona behind this new AI-powered,

effortlessly. We started to think about

healthcare super-employee.

whether or not we could make that simple screen scraping technology more robust, more durable, more scalable, and more pervasive. Fortunately, since 2013, many advancements had been made in AI and machine learning—computer vision had advanced quite a bit, and was available for software developers. We thought that if we could build a system, like the screen scraper, but using more advanced AI and build for scale and anti-fragility, then we could answer all of our problems and crack a code that no one has been able to crack yet in healthcare.

Olive had been around as an assistant in our software for about a year. We conceived the name “Olive” after a lot of brainstorming—we wrote 20 or 30 names on an iPad, and mulled over each one. But Olive stood out like a beacon among the clutter. We liked the name Olive for several reasons: first, it had the word “live” in it; and second, it could mean a person, like a woman’s name, or a thing, like the fruit—AI is supposed to be a person and a thing too; and fourth, it had this instant familiarity. At first, we couldn’t figure out why, but then it dawned on us—it was because you say it all the

We decided to start building Olive

time when you say “all of.” So that was

in early 2017. We thought about

it—we named her Olive, and that is

marketing and packaging, and what

her story.

we should call this new AI bot. We had a small initiative already for a virtual intelligent amplification (IA) assistant

Q3 / 2018

Product Roadmap 6

v 2.0

OliveBuilder User Management Unlocks unique logins, profiles, improved insights, and more individual customization in OliveBuilder

v1.5b

Prospective Workflow Identification and Visualization Ongoing evaluation of computer action data to visualize and identify workflow circuits

HL7 Trigger Support

Workflow initation via HL7 message

Ad Hoc Manual Olive Email in Orchestration Email ad-hoc insights to customers from their hospitalâ&#x20AC;&#x2122;s Olive email account

v1.4b

Prospective Activity Harvesting 4

Ongoing storage of computer actions as a dataset for workflow evaluation

FHIR Aptitude Increases efficiency of data transferring between Mimic and FHIR standards

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THE PRODUCT ROADMAP directly influences

the advancement of all Olive initiatives. The current beta launch schedule is listed below.

v1.1b

Insights in Orchestration Allows Builders to share real-time Olive data directly with their customers without a data plug-in

Human Intervention 1

Built-in breaks in workflows where human action is necessary

v1.2b

Retrospective Workflow Visualization Evaluation of historical datasets to visualize patterns of repeated actions and potential circuits

Olive Builder SDK v.1 Allows Builders to create, save, and use

customized actions

v1.3b

Software Interface Representation Improves user experience of native selector capturing and opens the possiblity of truly remote automation

Retrospective Workflow Identification Evaluation of historical datasets to identify circuits

of repeated workflow sequences

Q3 / 2018

SERVICE

S E R V I C E 22

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We want you to say,

0LIVE JUST W0RKS” ARTIFICIAL INTELLIGENCE as a

We wanted to be different. We want

Service (AI-a-a-S) is a concept that we

customers to think of Olive as their

pioneered. It is unique to Olive, and

newest employee; she has a job to

is one of the main reasons she has

do, and it’s our job to make sure

been hired by so many healthcare

she shows up for work and gets her

organizations around the country.

job done every day. Simple as that.

We created AI-a-a-S because we think

AI-a-a-S means you buy the service–

the current purchasing model for AI

it always works, and if something

is broken. If an organization wants to

changes, like your software or your

buy an AI bot to automate something,

business rules, we’ll change with you.

they have to worry about licensing

We want you to say “Olive just works.”

fees, software purchases, consultants,

You shouldn’t have to consider the cost

integrators, implementation costs etc.

of changing your AI bots if you want to

If the software they are automating

upgrade your tool, or add another step

changes, if business rules change,

in the process of denial handling. Olive

or if something breaks, the customer

is flexible, just like a human. It’s on us

is on the hook to pay more money

to make sure she’s performing for you,

to consultants and integrators to get

and the end result is that your need is

everything working again. It makes it

met. Your AI bot should work for you—

hard to predict the true cost of your AI

you shouldn’t work for it.

bot, and puts too much of the “sausage making” in the hands of the customer.

Q3 / 2018

With OliveWorks, your facility can fully automate and eliminate human intervention for entire workflows, with a direct path to measurable ROI. OliveWorks automates repetitive, highvolume tasks that are fairly consistent across facilities, EMRs, and external tools, to ensure the quickest possible time to implementation. With OliveWorks, customers pay one consistent price per workflowâ&#x20AC;&#x201D;regardless of EMR, patient volume, facility size, or any other variables that would typically impact the cost of an automation. RPA is used as the main automation tool, with computer vision and other AI capabilities leveraged where needed.

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Q3 / 2018

INSURANCE PROVIDERS REQUIRE prior

for a medication, a patient has to

authorizations for many procedures

make multiple trips to their pharmacy

and medications. This requirement

and could have to wait days for the

creates a massive burden for your

authorization to come back for their

health system’s staff and your patients.

prescription. Staff at health systems

Olive Authorizes

Nurses, doctors, and administrative

who are trying to provide care to

staff are spending valuable time

patients are bombarded with faxes

Procedural and medication prior authorizations

retrieving faxes, signing into portals,

and paperwork to make sure their

and filling out information over and

patients get the medication they need.

over again just to get their patients

Sometimes, because we are all human,

the treatment they need.

things fall through the cracks and a

This burden is due to systems that aren’t integrated, a stone-age process of faxing, filing and logging into multiple pieces of software. Olive Authorizes is our solution to help you turn this

They blame the hospital and have an overall bad experience, and most importantly are not on a quick path to better health.

burden into a seamless process.

HOW / Before the visit (procedure):

Olive will directly connect to your fax

Olive logs-in to the EMR and looks

machine, your EMR, and insurance

at the schedule. She looks for patients

portals to initiate prior authorizations

who are scheduled for procedures that

for both procedures and medications.

frequently require pre-approvals from

WHO / Ambulatory imaging,

diagnostics, same-day surgery (ASCs), and acute care settings. Target is either CFO, Rev Cycle, Patient experience, or medical director. All are affected. WHY / Prior authorizations (PAs)

are a reality of doing business in healthcare. Whether a patient needs an echocardiogram, an MRI, or a prescription often times a prior authorization is required. Too many times patients show up for a procedure that is not authorized. A few things happen: either the patient waits as the staff works with the insurance company to get a pre-cert, the hospital goes at risk to perform the procedure hoping they get the approval after the fact, or the patient has to reschedule their appointment and come back after the approval is received from the insurance company. In the event that a prior authorization is needed

patient becomes overly frustrated.

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insurers. She then looks for the preapproval and if it is not there, she looks up the patient’s insurance provider and submits the pre-certification request. When an authorization is returned, Olive puts that approval in the patient’s record. Now, when the patient comes in for a visit, the pre-approval is in the record and the procedure can be performed. AFTER THE VISIT (PROCEDURE) /

Olive will generate a report from the EMR of all cases where a prior authorization wasn’t acquired prior to a procedure being performed, Olive will then go through the list, look up the insurance information in the EMR, and submit the prior authorization request to the insurance company. Once the authorization is received, Olive will update the patient’s record and revenue cycle will now be able to successfully bill for the procedure.

MEDICATION / Olive will look at the

Dealing with PAs costs health systems

faxes coming in for any medication

in several ways. First, the staff hours

PA request from a pharmacy. Once

associated with the huge volume of

Olive receives a PA fax, she will look

paperwork. Second, the lost revenue

up the patientâ&#x20AC;&#x2122;s information in the

when a procedure was performed and

EMR and then fill out a prior

an authorization was never received.

authorization to the relevant insurance

Third, the patient experience when

company through the Surescripts

they have to wait, or even worse

portal. Once the authorization is

have to reschedule their appointment.

received, Olive will update the system

Lastly, the lost revenue when an

and can fax the approval back to the

appointment slot is wasted because

pharmacy for quick action.

no PA was acquired prior to the visit.

Q3 / 2018

OLIVE CLOSES THE GAP. Too many

If a patient’s insurance information

patients who have insurance coverage

is not properly resolved or collected

default to self-pay. Olive’s job is to

before a bill hits, Olive will check

stop that. Olive will use state of the

the patient against Medicaid and

art automation and AI capabilities to

other relevant portals as a last effort

Olive Verifies

ensure that if a patient has coverage

to ensure that patient didn’t have

your Revenue Cycle team knows about

insurance at the time of care before

Automated insurance eligibility checks

it and can successfully submit a claim.

it gets mistakenly moved to self-pay.

Hospital operations are hard enough.

Olive can use any ambulatory EMR.

We believe a hospital should never

Olive can also use eligibility portals

miss a payment or put the patient

such as Availity to complete the

through a collections experience

insurance lookup.

that is completely avoidable through

If the organization doesn’t have

technology. Olive Verifies is our solution to this pervasive problem.

a system like Availity, no problem, Olive will check her own internal

WHO / Revenue Cycle and Patient

clearinghouse and use portals to

Registration staff in an ambulatory

make sure she does the most

setting.

comprehensive search possible.

WHY / Often times, registration staff

We want to help you completely solve

collects insurance information manually

this problem, not just provide you a

from patients, and then manually

capability. We are committed to make

checks their benefit information

sure Olive is trained on your process

before, during, or after a visit.

and your systems to find coverage

This process takes an enormous

for all your patients who have it.

amount of time, almost always

Many health systems have hired

generates an overwhelming backlog,

Olive to help them with this problem.

and is prone to human error.

Our experience and technical

Typically, unresolved.

expertise has made us a market leader

HOW / Before the visit: Olive verifies

in providing AI solutions to close

insurance benefits of patients

insurance coverage information gaps.

scheduled for appointments by

Olive will make your staff’s quality of

accessing the schedule and looking

life better, save huge costs associated

up the latest insurance information

with your staff doing this arduous task,

including eligibility status, deductible,

save your patients from going through

and co-pay, and then writes that

a burdensome, embarrassing, and

information back into the EMR.

avoidable collections process, and

AFTER THE VISIT / Olive can produce

find revenue that is falling through

a report from the EMR of patient

the information gap today.

encounters, retrieve their insurance

Olive verifies your patients’ insurance

information, and check against

coverage. By hiring Olive, you will

eligibility portals to make sure the

improve your operations, your bottom-

revenue cycle staff has the most

line, your staff’s morale, and your

up-to-date information.

patients’ experience with your health system. Hire Olive today and finally put this problem in your rear view mirror.

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REVENUE CYCLE TEAMS spend an

Olive Updates is designed to give

inordinate amount of time checking the

your staff their time back. Revenue

status of the claims they’ve submitted

cycle teams are already operating

to insurance companies. Insurance

under an avalanche of work. Olive

companies haven’t made this easy

Updates takes a large burden off of

Olive Updates

either. They all have different portals

your staff and streamlines operations,

and different user interfaces. Revenue

ultimately resulting in more predictable

Claims status updates

cycle staff has to log in to dozens of

payments.

systems to check thousands of claim

Manually checking insurance portals

statuses just to find out which claims are getting paid and which ones may need to be worked more to get a successful payment.

for claim statuses is costing you large amounts of money today. Imagine the amount of other things your staff can be doing when Olive takes over this

WHO / Billing and Revenue Cycle.

burdensome task. Not only does it

WHY / Health systems oftentimes

remove hours of wasted human costs,

treat patients covered by dozens of

it also ensure nothing falls through

insurance companies. Not only do they

the cracks.

have to figure out the jigsaw puzzle

With the exception of Olive, we are all

for submitting these claims accurately,

human, and sometimes humans make

they then have to play ”wait, check,

mistakes. Unfortunately, that can result

wait, check” just to know if the claims

in a denial that wasn’t caught and a

are going to get paid. The reality

missed opportunity to remedy a claim

is, highly skilled and trained staff

resulting in lost revenue. Olive Updates

members are spending hours logging

wants to help you eliminate this burden

into insurance portals and collecting

on your staff, making their quality of life

claim status information just so that

better and expanding their focus into

they can figure out how much money

areas that were traditionally neglected

is coming in, when it’s coming in, and

because they didn’t have the time.

what claims they may have to spend

We think you should get paid for the

more time working through.

treatment you perform and you should

HOW / Olive logs into your insurers’

know if there’s an issue with a claim

portals for you. She checks all of your claim statuses and compiles a report for you every single day so you know exactly how much payment to expect

without having to spend hours sifting through dozens of websites, thousands of claims, and compiling spreadsheet after spreadsheet.

and which payments need extra attention. Olive can work with any insurer’s web portal. If a web portal has a user interface that is unfriendly to our software robot, Olive has several partners she can work with to get the data she needs to make sure her report to you is comprehensive and complete.

Q3 / 2018

Olive Reports

Olive Sorts

Olive Manages

Consistently compiles and distributes reports for decision making

Maintains, sets up, and disables inactive Active Directory accounts

are spending their valuable time

Document classification for faxes and sorting them in the relevant folders, or forwarding them to the right person

logging into disparate systems to

I hate to say it, but faxes are still

it puts a heavy burden on your IT

Today, humans in your organization

extract information, download data, and compile reports on a weekly, and sometimes daily basis. It’s the same monotonous task, everyday. Unfortunately, the systems aren’t built to automate the report you need, so the human is once again stuck doing it. That’s where Olive comes in. Olive can gather up all of the data needed, compile it however you like it, and disseminate it to the right people every week, every day, or even every hour. She can also login to digital dashboards, and update them with the latest information. Imagine if you had someone working full-time to gather information from all around your enterprise, and put that intelligence into a beautiful dashboard for you and your leadership team to see everyday. That someone is Olive.

reigning supreme as the secure communication platform of choice in healthcare. That means that your humans have to stand at-the-ready, watching the virtual inbox of the fax. When documents come in, your humans have to figure out what they are, put them in the right folder, or forward it to the right stakeholder. Some organizations get hundreds of faxes every day; some get hundreds of faxes an hour. That’s a lot of time that your humans are spending on something that should be done by computers, and is just another example of how humans are acting as routers... the most expensive routers on the planet. That’s where Olive comes in. Olive can read each fax that comes in, and make sure they are put in the right folder for action, pushed it to the right stakeholder, and in some cases like prescription prior authorizations, Olive can take care of the whole process without a human involved at all. Let Olive take over and turn your dusty fax machine into an AI-powered information hyperloop.

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As your organization breathes, people come and go. While this is natural, team to setup new accounts, get rid of old ones, and make sure they aren’t creating duplicate user accounts. Today, this is a very manual process that consumes a big portion of your IT team’s time. You need them focusing on the hard problems, not playing custodian to the ebbs and flows of accounts. That’s where Olive comes in. Olive has been trained to set up accounts after being triggered by an email of another system, and then constantly cleans up your existing accounts to make sure that there aren’t duplicate or dormant accounts. Olive is like a Roomba for your accounts. Now your IT team can work on that pesky integration...until Olive is hired to do that next.

Olive Extracts

Olive Engages

Olive Resolves

Pulls data from remote EMRs

Patient engagement

Finds and reports duplicate medical records

Many organizations that support

systems, you have a patient portal.

We have an unfair advantage at Olive

providers with a service (like

And if you’re like most healthcare

when it comes to patient matching.

revenue optimization) have their

systems, not very many patients use

It’s core to our history as a company,

humans logging in to hundreds of

the portal. Right now, the process

and we have developed the most

remote EMRs and data systems daily

of getting a patient on your portal

sophisticated and accurate patient

to extract the data they need to

takes a lot of hand-holding and

matching algorithm in the market. The

perform their service. That’s where

constant nudges from your humans.

good news is, we’ve built that matching

Olive comes in. Olive is trained

That’s where Olive comes in.

algorithm into Olive’s brain. Olive can

to login to remote EMRs and data systems, and extract all the relevant data needed. Now that Olive has that covered, your humans can spend their time focused on what really matters; the patient care you provide.

If you’re like most healthcare

Olive can use various methods like email and SMS to help get your patients on your patient portal. Once they’re on, Olive can help engage them with important information, like discharge instructions, normal lab results, and post-visit follow-up. Let Olive help you increase your portal adoption, and increase engagement without your humans having to lift a finger.

go through all of your patient records across all of your EMR systems, and even those from systems you acquire to find any duplicates. This way, you can ensure your patients only have one MRN across multiple systems, and that they are linked, giving you a more comprehensive picture of that patient’s care. The days of sticky notes and backlogs in the medical records office are over—let Olive handle your patient identity resolutions.

Olive Valuates Subrogation valuations The subrogation process is complex, and involves lots of human hours to value episode and communication valuations back-and-forth with insurance companies. That’s where Olive comes in. We’ve used neural nets to train Olive on how to do subrogation valuations, so she can now join your team and take a huge volume of work off of your humans’ plates.

Q3 / 2018

Olive Listens

Olive Checks

Olive Schedules

Ambient listening for medical transcription

Looks at staff schedules to make sure coverage meets anticipated census levels

sitting in on every patient exam

Reviews billing codes to make sure that all of the necessary procedure information is documented

in the office of every physician.

Olive can use historical data and

look at previous schedules and census

neural nets to help identify whether

levels to determine the right volume

or not the proper information is

and mix of staff in anticipation of

documented to match the billing

census levels. Olive can then apply

codes used to decrease denials.

that knowledge moving forward to

Imagine if there was a transcriptionist

Imagine if your physicians only had to approve notes before they were entered into the EMR, instead of

spending hours at night or in the

morning playing catch-up. Imagine

Using machine learning, Olive can

ensure that the right mix and volume

if we could help you give your

of staff are scheduled. If she notices

physicians their lives back. That’s

an issue, she can alert management

what we hope to do with Olive

to her findings.

Listens. Olive Listens in on every

exam through an inconspicuous, far

field listening device, and correlates the words spoken to a historical

lookup of exam notes. Olive can then make an educated guess through machine learning as to what the

notes should look like, and all that

your physician has to do is confirm

Olive’s guess and fill in anything that may be unique to the visit.

Olive Notifies

Olive Communicates

Sends out normal lab results to patients

Sends out discharge instructions and post-visit follow-ups to patients

Many of the lab results patients

receive are normal, and it is very

When patients leave after a visit,

time-consuming for providers to

it’s important to make sure that they

send these lab results to patients

know what things they need to do to

one-by-one. Olive will check

keep themselves healthy. Olive can use

lab results, and if they meet the

your portal and other communication

“normal” criteria, she will send

tools to make sure that patients

them directly to the patient.

have all the information they need, and to periodically check-in to see

how they’re doing. Olive can reduce readmissions by ensuring that your patients have the right information

and data they need to stay healthy.

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Olive Reminds

Olive Credentials

Olive Outegrates

Sends out appointment reminders and confirms appointments

Automates licensure and credentialing process

Provides quick outegration for other software

In healthcare, staying on top

There’s a ton of software out there

No-shows are no good for

of the licensing and credentialing

that can help your healthcare

anyone. They are lost revenue,

of your professional staff can be a

organization run more smoothly or

and they don’t help your patients

burden. Fortunately, much of that

provide better care. Unfortunately,

get healthier. Olive can be

process is a perfect candidate for

bringing new software into the fold

your machine learning-enabled

Olive to automate. Olive can login

can be very burdensome. Software

appointment reminder system—

to the relevant systems, collect

often requires expensive and time-

not only will she login and see all

the necessary documents, and

consuming integrations and change

of the patients scheduled for a visit,

constantly check to make sure

management. Let Olive be your

she will also figure when to text

everyone is up-to-date. If additional

outegration solution—Olive can make

them, and what to say to increase

data is required that Olive can’t

sure that the software has all of the

the likelihood of them confirming

pull herself, she will contact the

data it needs from your organization

their appointment and ultimately

professional to start remediation.

to get up-and-running quickly. In many

ETA coming in for their visit. She’ll also

cases, she can also act as a user, and

determine if there is a greater risk

perform whatever task on the software

of a no-show by using machine

your humans would normally perform.

learning, and will spend more time

You can see the benefit of the software

and attention on reminding those

without the troubling integration, and

patients of their visit.

without having to retrain your staff.

Q3 / 2018

Olive Dispatches

Olive Collects

Olive Refers

Uses Uber, Lyft, or other ride services to provide rides to patients who need them the most

Sets up payment plans for delinquent patients

Helps with referral management

Collections are hard, but they’re

Referral management can be a difficult

an important part of your revenue

and time-consuming task. Olive can

Sometimes, transportation is the only

picture. Olive can help make

help by reading all of the faxes that

collections a little easier. Olive

come in, and identifying those that

can login and monitor accounts

are referrals. She can then enter the

receivable, and when she sees

referral into your system, and alert

that a patient has exceeded a

anyone across your system that

predetermined threshold for

a referral has been received and

payment, she can reach out to

processed.

thing standing in between a patient showing up to a visit or missing it.

Using machine learning, Olive can determine if a patient is a good

candidate for your organization

to offer a ride to in order to avoid a no-show. Once she’s identified

good candidates, she will reach out to the patient to see if they need

the patient to give them the

opportunity to setup a payment plan through a third party.

Olive Exchanges

a ride, and if they agree, Olive will

dispatch the ride through Uber, Lyft,

Sends medical records to requesting organizations

or another transportation service, and let you know that they’ve accepted a ride and are in en

Medical record exchange is a costly

route to their appointment.

reality in healthcare. Your humans spend a large part of their day,

week, or month receiving requests for medical records, pulling the

information, and transmitting it to the

right organization (often times through fax). Olive can do all that for you—

she will listen for requests, make sure all of the right authentication has

occurred, pull the relevant information from the home systems, and transmit them to the requester through

whichever medium is requested.

olivequarterly.com

Olive Briefs

Olive Matches

Olive Enriches

Customized Alexa skill briefing for KPIs across the organization

Connects patients who opt-in to clinical trials which they are eligible

Uses LexisNexis to enrich patient demographic data

Olive has teamed up with her friend

Finding cohorts for clinical trials is a

name, social security number, address,

Alexa to provide you a customized

tough job. Fortunately, we’ve trained

and other contact information can be

briefing about your organization’s

Olive on how to comb through vast

critical for effective operations. Using

key information through any Echo

amounts of data located in disparate

LexisNexis’ world-class databases,

device. Olive will login to the

systems to select candidate cohorts

Olive scours your current system, and

relevant systems and pull together

based on specific criteria. Coupled

makes sure that the information you

reports in real-time so that when you

with Olive Engages, Olive can select

have on every patient is up-to-date and

evoke her by saying “Alexa, Open

a cohort, and engage the patients

accurate. Olive ensures that you never

Olive,” she will give you a full briefing

to see if they wish to participate in

miss a payment because you had

on the data and intelligence that you

a trial—saving your organization lots

inaccurate or outdated information.

use to run your organization.

of time and money.

ETA Q3 / 2018

Patient demographic data like full

PL ATFORM

olivequarterly.com

SERVICE

After pioneering the AI-a-a-S model, it only made sense that our platform would be distributed in a corresponding model. Enter Platform-as-a-Service, our innovative solution for the proliferation of our platform offering, OliveBuilder.”

We created P-a-a-S to make

With P-a-a-S, customers will never

OliveBuilder as accessible and

need to plan for or worry about the

affordable as possible, and to allow

cost of Olive “breaking,” implementing

our base of users to contribute to

updates, or adapting to changes in

the overall proliferation of Olive

their internal workflows. P-a-a-S follows

throughout healthcare. Other

a consumption-based model with

automation platforms charge fees

kilobots, allowing customers to pay for

for consulting, implementation,

the work that Olive is doing—providing

development, support, and more.

a direct, measurable path to ROI.

We believe that our customers deserve more transparency throughout the entire experience, and wanted to make sure that they had access to first-class support directly from the Olive team.

Q3 / 2018

Use our suite of tools to build your own automations with OliveBuilder. WHEN WE STARTED to build Olive,

built-in. Like Olive, Mimic is built for

we thought that we would just use one

healthcare, and it is the only RPA/

of the many in the market. We tried

AI solution built specifically for the

them all, and we were disappointed.

challenges you face in healthcare.

It wasn’t that the platforms were bad,

You wouldn’t use an ERP for your

it was that they were bad at

EMR, so don’t use a generic RPA

healthcare. Healthcare is a unique

tool to build a healthcare bot.

animal—it isn’t your standard enterprise. The technology stack is different, the use cases are arcane, and the security requirements are vast.

We’re excited to announce a new offering called OliveBuilder that extends our platform to any developer who wants to build their

Disappointed that we couldn’t use

own Olives. Healthcare organizations

something off the shelf, we decided

like hospitals or other healthcare

to look at this an opportunity to build

companies can get access to Mimic

something perfect for Olive, and

through the OliveBuilder package to

for healthcare. We’ve always had a

build Olive for their own use, or to

world-class design team at Olive, so

sell commercially to other customers.

we decided that if we were going to

Whether you’re building Olive to solve

build a platform for healthcare-focused

unique business problems within

intelligent automation, we were going

your own organization, or want to

to make it beautiful. We set out to

create a vibrant new business line by

make it better than anything we saw

building and deploying Olive to other

on the market, and to overcome the

healthcare organizations, we think

shortcomings of user experience we

OliveBuilder is your answer.

saw firsthand. The results speak for themselves with Mimic. Mimic is a very sophisticated RPA platform with advanced computer vision, machine learning cogitations, and healthcare-specific aptitudes

olivequarterly.com

Q3 / 2018

Mimic Our home-grown automation platform used for designing workflows to be automated. Mimic has a simple dragand-drop user interface, and only requires basic technical knowledge to master.

Mimic - Eligibility Workflow

Eligibility Workflow

Search workflow

Core: 4.3.0 Mimic: 4.3.0

ACTIONS

Mouse Click - Start Button Find actions

Click Native Text

Native Mouse

Times

Mouse Click Click Native Text

Mouse Click - Enter Button on the right side of the screen

Other Add Action Here

Run Process Close Window

Block - Run and Open Posting in Paragon

Get Window Dimensions

Mouse Click - Start Button

Get Window Keyboard

Click Native Text

Send Keys Send Control Keys

Add Action Here

Send Keys / Enter Text Get Window Text Get Native Text Utilities

olivequarterly.com

Community Chat with other Builders, learn about new updates and capabilities, browse our Action Library, and more. Our Community is the center of all things OliveBuilder.

Secure

https://community.crosschx.com/mimic/s/discussions

Community Downloads

Search…

Documentation

Discussions

Aaron Smith

Orchestration

Sydney Sundell • April 12, 2018 at 5:32 PM

Sydney Sundell • April 12, 2018 at 1:31 PM

Sydney Sundell • April 12, 2018 at 4:31 PM

Sydney Sundell • April 12, 2018 at 2:06 PM

Sydney Sundell • April 12, 2018 at 12:26 PM

Sydney Sundell • April 12, 2018 at 10:59 PM

Q3 / 2018

Orchestration Orchestration allows you to schedule, monitor, and gather insights on your process automations. Think of Orchestration as your central command center for workflow automations.

Secure

https://orchestration.oliveai.com/public/workstations

Orchestration

Insights Human Intervention Workstations

Workstations Heart of Ohio Name

MAC Address

Computer Name

Status

Automations

David Workstation

N/A

MSEDGEWIN10

Offline

Community

Finance 1

08:00:27:61:9f:6a

MSEDGEWIN10

Online

Finance 2

10:00:07:61:4f:6a

MSEDGEWIN10

Online

olivequarterly.com

Insights Part of Orchestration, Insights allows you to evaluate Oliveâ&#x20AC;&#x2122;s progress in real-time by investigating bot and organization metrics. Insights shows everything from usage, to time savings, to kilobot consumption.

Secure

https://insights.oliveai.com/public/OxfordGeneral

Oxford General

4.59

Hours Worked

6.28

23%

This weeks Hours Worked (v.s Last Week)

Average Hours Worked

10 8 6 4 2 0 May 10

May 11

May 12

Eligibility Checks

May 13

May 14

Eligibility Checks

245

May 16

Prior Authorization

24.54

Successful Checks this week

May 15

Weekly Average

Eligible

Errored

Ineligible

750 250 50

1.94M

138.6K

Total Prior Authorization

Avg. Daily Prior Authorization

600k 500k 400k

300k

200k

100k 0

0 Su

Patient Data Reporting

Patient Check

Eligible Errored Ineligible

2767 647 37

Prior Authorization

2.30M

85K

Total Prior Authorization

Avg. Daily Prior Authorization

600k

Eligible Errored

500k

Ineligible

400k

2809 2074 276

300k 200k 100k 0 Su

Q3 / 2018

At Olive, we have a great base of customers and partners who share our vision for Olive and the future of AI in healthcare. We treasure our customers for their support, guidance, and leadership. We value their ideas, and we think that collectively we will have a tremendous impact. To harness the power and wisdom of our partners and customers, we are designing an annual conference where we can bring together all of these brilliant stakeholders and constituents in one geographic location. The Olive Us Summit will be held in the first half of 2019. We havenâ&#x20AC;&#x2122;t decided a specific date yet or where exactly we are going to have it (likely Columbus, OH) but we want everyone to know that planning is underway. During the Summit, we hope to create opportunities for everyone to share their experiences with Olive, best practices on implementation, innovative new ideas, and thought leadership. We think it will be a great place to come together as group of forward thinking change agents to help propel the story of Olive and the new future of healthcare. Stay tuned to hear more as our Omega team pulls together what is sure to be a world class event!

olivequarterly.com

Q3 / 2018

olivequarterly.com

A never-before-seen view into your organizationâ&#x20AC;&#x2122;s workflows and administrative productivity. Pupil is a deep process mining tool that is designed to give you complete visibility into the daily tasks of your employees, helping you identify which are the best candidates for automation. With Pupil, you can take the guesswork out of your AI implementation strategy, ensuring that you tackle the hardest and most costly problems first.

olivequarterly.com

Q3 / 2018

E VENT

CALENDA R

SEPTEMBER 11–13

SEPTEMBER 16–18

SEPTEMBER 17–20

OCTOBER 29–31

OCTOBER 31–NOVEMBER 3

NOVEMBER 4–7

HMS Momentum 2018

Health 2.0 12th Annual Fall Conference

Crowe Fall Summit

Vizient Fall Connections Summit

Open Data Science Conference

Exponential Medicine

DALLAS, TX

SANTA CLARA, CA

LAS VEGAS, NV

SAN FRANCISCO, CA

S E A N L A NE

SPE A KING ENGAGEMENT

SEPTEMBER 19–22

SEPTEMBER 24

OCTOBER 11

NOVEMBER 12–14

NOVEMBER 13

NOVEMBER 26–30

Becker’s HIT/ Revenue Cycle Conference

Neurotech + Digital Tech

Digital Healthcare Innovation Summit

Becker’s CEO/CFO Roundtable

Ai4 Healthcare

AWS Re:Invent 2018

BOSTON, MA

CHICAGO, IL

DALLAS, TX

BROOKLYN, NY

SAN DIEGO, CA

LAS VEGAS, NV

CHICAGO, IL

BOSTON, MA R EBECCA HELLM A NN A ND

S E A N L A NE

SE A N L A NE SPE A KING

SPE A KING ENGAGEMENT

OCTOBER 15–17

OCTOBER 17

OCTOBER 23-25

NOVEMBER 29–30

DECEMBER 9–12

DECEMBER 13–15

Hospital and Healthcare IT Conference

AAHAM Annual National Institute

HFMA Revenue Cycle Conference

Forbes Healthcare Summit

Health System 100 2018

AIMed North America

NAPLES, FL

DANA POINT, CA

DENVER, CO

NEW YORK, NY

S E A N L A NE

SPE A KING ENGAGEMENT

BONITA SPRINGS, FL

CHICAGO, IL

olivequarterly.com

Q3 / 2018

2018

E VENT

Q3 / 2018

PHOTOS

olivequarterly.com

WITH ANY AUTOMATION platform,

workflows can be built and manually initiated as often and as quickly as the workflow can run. This is suitable for testing out workflows and trying new modes of automation, but is not great for truly operationalizing AI in an organization. If our goal is to truly provide operational AI to all of healthcare, we needed to provide a way for our customers to set-andforget workflow automations as they are built.

Within our Orchestration interface, customers have the ability to schedule workflow automations to run at specific times, allowing users to plan for and build automations into their daily routines and ensuring that they they are providing as much value as possible to their team.” In order to kick-off these automations, a communication needs to happen between Orchestration and Mimic— this is where Agent comes in. Agent serves as the tool for initiating automations, by consistently checking in with Orchestration and asking “is it time to run?,” waiting for the “yes,” and telling Mimic when the time has arrived. Though agent may seem like a simple tool, it is truly the backbone of Olive. By allowing for the operationalization of workflow automations, Agent truly helps customers extract as much value as possible out of Olive.

Q3 / 2018

OLIVE

THE

olivequarterly.com

P OLYGLOT

The language of healthcare is complex and intermingled. There are many dictionaries, lexicons, and languages that lay the framework of communications in an industry that requires a universally interoperable infrastructure to function.”

POL•Y•GLOT : A perso n w h o k n o ws an d is able to use several lan g u ag es.

When we built Olive, we wanted

in her short term memory whether or

to build something that could be

not that patient had insurance, and

immersed into healthcare and to

what their deductible was. Imagine

communicate with many elements,

if she could read a prescription and

across a variety of dialects. We

know instantly whether or not that

imagined a human employee that could

drug requires a prior authorization.

speak every language of healthcare,

Imagine if she could speak NCPDP

have all the dictionaries and ontologies

and communicate directly with the

within their short term memory, and

PBM.Imagine if all that was available

could speak with any system in their

in a software robot. A robot that could

own language without having to go

work side-by-side with your humans

through a translator. We imagined a

and have access to a limitless amount

human that could understand and

of information. Luckily for you, Olive

speak HL7, FHIR, NCPDP, X12 and

does all of that, and more. She’s built

JSON. We imagined a human that

for healthcare, and she’s wicked smart.

could quickly and innately reference ICD9&10, LOINC, SNOMED-CT, and NPI databases. We think that human of our imagination would be the ultimate administrative employee, and we are building those capabilities into Olive. Imagine if Olive, who logged into your EMR, could look at a patient and know

Q3 / 2018

AUTOM ATING

AUTOM ATIONS

olivequarterly.com

AUTONOM OUSLY

WE HAVE A pretty audacious vision

a human having to automate the

that we can achieve AAA by the

workflow. This concept, although quite

end of this year. AAA is “automating

a moonshot idea, stands to completely

automations autonomously.” Wow!

change the scale at which an AI

That’s a mouthful. So what does it

workforce can be implemented. Once

mean? It’s kind of like the self-driving

AAA becomes more commonplace, our ability to carve millions

It’s kind of like the self-driving car of your AI workforce.”

of dollars out of the costly healthcare system will become a weekly if not daily occurrence. Wish us luck in this endeavor. It’s

car of your AI workforce. With the

going to be hard, but we have one of

quickly increasing capabilities of Pupil,

the most elite teams on the planet–if

we are able to understand the specific

anyone can pull it off, our team can.

intricacies and peculiarities of how a human works. We seek to understand workflows to the level at which we could feed that knowledge directly into OliveBuilder and output the framework for an automation–and in the near future, be able to go from process discovery to automation without

Q3 / 2018

olivequarterly.com

Not all the automations Olive does can be performed by simple actions. In some cases, we need to use machine learning and deep learning techniques to accomplish tasks. We call these cogitations.

Cogitations are any use of neural nets or machine learning algorithms by Olive to accomplish a task. Olive likes to learn from humansâ&#x20AC;&#x201D;she looks at historical data of how humans responded and reacted to various data scenarios. By consuming historical data of how humans have made decisions, and the data they were presented with when they made certain decisions, Olive can learn to respond the way a human would to various data scenarios. The specific cogitation used depends completely on the specific use case Olive is employed to solve. Some use cases are better suited for neural nets; in those cases, we evaluate multiple types of neural nets to determine which one would be the best to use to make the most accurate decisions that mimic human behavior.

Q3 / 2018

CUS TOMER

ONB OA RDING

Customer Onboarding Here’s what it’s like to get started with Olive. STEP 1

Kickoff Call First, we’ll have your kickoff call. This is when we’ll get to know your process experts, and introduce you to your Olive team, including your operations and engineering leads.

STEP 2

Scoping Next, we’ll join you onsite to scope your workflow. This is where we’ll walk through the process that Olive will be automating, and make sure that we have identified all potential outcomes, and even edge cases, that she should be prepared to handle. In this meeting, it’s important for us to see Olive’s workflow from start-to-finish. Please make sure that this meeting is scheduled for a time earlier than your team would like to complete the workflow that day. During this time, we’ll also set up your access for the Olive Community, where you’ll be able to communicate with your team at Olive HQ and get updates on her progress.

olivequarterly.com

STEP 3

Build Next, we’ll begin training Olive on your workflow. Your Olive team will produce a project plan and Gantt chart, which will be shared with your team via the Olive Community. We’ll also have weekly calls to update you on Olive’s progress and address any needs.

STEP 4

Go-Live Once our build is completed, Olive is ready to join your team. At this point, you’ll have access to view her daily analytics, and will receive weekly emails from Olive acknowledging the work she’s completed. And that’s it! Just a few simple steps, and Olive can be quickly and successfully onboarded with your team. Look forward to her reducing costs, accelerating workflows, and improving efficiency across your entire organization. LET’S GET TO WORK!

Q3 / 2018

HE A R T

olivequarterly.com

OHIO

SIZE

OliveWorks – Eligibility

Heart of Ohio has fostered an environment where inclusive excellence is both expected and delivered.

EMR

Committed to their local community,

Allscripts

Heart of Ohio is determined to provide

15+ Exam Rooms PRODUCTS

everyone, regardless of socioeconomic status, with the high-quality healthcare they deserve. And in their 15th year of serving high-risk, underserved communities, Heart of Ohio is proving that facilities of all sizes can see incredible benefits from adopting AI and automation.

One back-office staff member now spends only 30 minutes or less resolving any eligibility issues daily, saving over 93% of the original workflow cost each year.”

was hesitant to rely on real-time eligibility resolution. Today, Olive has taken over eligibility checks entirely for the Heart of Ohio front desk team. She begins each day by pulling a report of all newly scheduled appointments for whom eligibility has not been confirmed from the Allscripts portal, which automatically checks for eligibility outside of Medicaid. Then, she runs the list through the Medicaid portal, using Pverify to facilitate. Finally, she sends a report of all verified and unverified

3 full-time associates is responsible

eligibility checks to her supervisor by

for everything from greeting and

the end of the day, so that the Heart

comforting patients as they arrive to

of Ohio team has full insight into their

administrative tasks such as eligibility

patients’ eligibility statuses.

checks and scheduling. Additionally, the front desk associates are responsible for gathering data and information which Heart of Ohio must report to meet their requirements as a Federally Qualified Health Center (FQHC). When Yammah Morgan, Chief Operating Officer of Heart of Ohio, selected Olive as Heart of Ohio’s she and her Chief Financial Officer knew that her front desk associates needed her help the most. One process that was primed for automation was eligibility checks,

to over 200 patients per day, Morgan

Heart of Ohio’s front desk team of

preferred AI and automation vendor,

As their clinic continued to grow

With this process, Olive successfully completes eligibility checks for an average of 90% of daily patients— leaving only 10% for further review by staff. Thanks to Olive, a process that used to take 3 full-time employees 2 hours per day to complete, is now completely automated and out of the hands of the front desk team. Instead, one back-office staff member now spends only 30 minutes or less resolving any eligibility issues daily, saving the organization over 93% of the original workflow cost each year.

which Heart of Ohio runs through

As they plan for an expected 15.5%

Allscripts and the Ohio Medicaid

growth this year, it is important now

portal. At the time, her front desk

more than ever for Heart of Ohio to

associates were attempting to run

optimize and operationalize their

all eligibility checks prior to patients

front and back-office tasks. With Olive

arriving for their appointments, with

working alongside their team, the

one one associate per shift working

opportunities to do so are endless.

on resolving any resulting issues.

Q3 / 2018

olivequarterly.com

Alpha is defined as “the beginning” and is commonly known as the first letter in the Greek alphabet. Today the word Alpha can be used to describe both humans and animals alike as “dominant” or the leaders of the pack.”

Through strong partnerships and visionary leadership, healthcare organizations across the country are launching alpha sites with Olive. These organizations would be considered “Innovators” and “Early Adopters” if you were to take a look at the Technology Adoption Life Cycle. They are leaders of the pack and seek out new innovations because they truly love technology, are quick to understand the benefits that these technologies bring, and rely on the intuition and vision that leadership has pioneered for their organizations. With capabilities like Pupil, these organizations will transform the way they think about technology and will drastically improve the way they deliver care to their patients.

Q3 / 2018

olivequarterly.com

PMS/66/P

IN HM

29/70/ST-AC

BF/ CUSH

BF/ CU

29/70/ST-AC

BF/ CU

29/70/ST-AC LD

29/70/ST-AC

PMS/66/P

AS H M IN

215

STORAGE

AS LD

215

140 SF

STORAGE

213

IF IN HM AS

213

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218

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as a high velocity flywheel to discover

and our decision to create Omega

and automate tasks throughout our

is a prime example. Omega is a

customers’ organizations at a pace

24/7 operations center designed to

and sophistication that has never been

provide best-in-class support to our

accomplished before in any industry.

Olive customers. There’s nothing

Omega is our investment in the long

else like it in the market. We have

term relationship between Olive and HM

IN IF M

IN IF M AS H

fully operational, continues to learn

AS H

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her customers. HM

LD AS H

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to ensure your AI workforce is always

decided to make a huge investment

3'-5"

and get better, and is your most reliable technology asset.Omega is an

HM IN LD

unflinching eye that never sleeps to

M H AS

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IF MIN H AS LD

9437 SF

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LD AS

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work, does her job, and exceeds her IF

make sure Olive always shows up to managers’ expectations by providing

AS HM

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insights that go above and beyond her human colleagues.Omega will interface directly with our Alpha sites. As a

AS H

MIN

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refresher, Alpha sites are organizations

IN HM AS LD

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M H

AS LD

LD AS

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Pupil, are installed. The integration of the Alpha and Omega sites will operate

where our new technologies, such as

217

WE ALWAYS STRIVE to be different,

Q3 / 2018

217

214 SF

STAIR

IF 29/70/EXT-ST-AC MIN IF

PMS/66/P

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IF 29/70/ST-AC IN

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Omega is a 24/7 operations center designed to provide the best in class support to our Olive customers.” SH

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MIN

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AS 29/70/EXT-ST-AC H

29/70/ST-AC

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PMS/66/P

NCI,

INC.

olivequarterly.com

NCI, Inc., formed an innovative partnership with Olive in October 2017 in order to proliferate AI and automation into the government space.

partnership, and ensures that our tools

This partnership came at a time where

and automation. Additionally, the Olive

NCI was working towards addressing

product team is able to gather real-

human capital needs, as they were

time user feedback on design updates

attempting to give their employees

and functionality changes, without

more opportunities to manage projects

needing to create formal user testing

rather than operate their functions.

environments.

continue to be developed in a way that provides the most benefit to end users. As NCI continues to deploy Shai to their government customers, more and more industries will be able to see the benefits and impact of Olive-style AI

To do this, a team of NCI engineers would use our suite of tools to build automation solutions for their customers, using the name “Shai” for their bot.

Through this partnership, NCI became the first Beta customer using our tools (Orchestration, Mimic, Communities) to build automations outside of healthcare.”

shai

As the first non-Olive employees to use our tools, it was imperative that we create an extremely open and responsive mode of communication between their engineers and our

product and engineering teams. This would ensure that all questions were answered quickly and efficiently, and that any updates or changes to a product were communicated immediately to the NCI team. Because of these time-sensitive communication needs, the NCI automation engineering team was brought into the Olive office, where they work collaboratively with the Olive team to both use and provide continuous user feedback on the products. This real-time collaboration allows both teams to extract as much value as possible out of the

Q3 / 2018

olivequarterly.com

A few key understandings were essential to build a functional neural net for HMS: a significant amount of historical data, context into the data, and subsequent decisions made by their employees.”

While many of our partner hospitals employ Olive for workflows that are largely based on Robotic Process Automation (RPA) and simple Computer Vision (CV), some workflows require more advanced technology to truly pass the Turing test. For HMS Holdings Corps, this proved to be the case, as Olive was employed for a task that required human-like decision making that does not follow specific patterns.

This meant that in order to make the

With 2,500 employees spread across

resulting decisions made by human

25 offices, HMS promised to be an

employees. As patterns and trends

exciting, engaging and challenging

in decisions became clearer, we were

non-traditional partner from the start.

able to begin training Olive to think

Tackling the insurance subrogation

like an HMS employee.

process would be vastly different than

As Olive’s training progressed,

anything Olive had taken on before,

we tested her abilities relentlessly—

as it can’t even be mapped out with

changing inputs, altering data points,

multiple decision trees and edge-

and tweaking other small variables to

case scenarios.

ensure that she could quickly adapt.

Insurance subrogation is the process

During this time, we also began

by which insurance companies are

noticing where human errors were

properly billed after an accident

often made, and were able to train

involving two or more parties.

Olive to avoid those errors. With every

Through the subrogation process,

iteration and additional examples,

the at-fault party’s insurance is billed

such as tweaking business rules or

for all subsequent incidents caused

improving data classification, we get

by the accident—including both

Olive closer to making decisions like

obvious events, and non-obvious

a perfect employee.

events. Obvious events would include

As Olive continues to serve HMS,

the hospital visit initially caused by

we will continue to educate her and

an accident, while non-obvious events

train her with new instances and

would include follow-up appointments

examples. As we continue to work with

that happen months later.

the HMS team to correct any mistakes

Identifying events related to an

or inconsistencies she makes based

accident was a great candidate

on past human employee data, Olive

process for Olive as it is tedious,

will continue to provide even more ROI

time-consuming, and prone to

and long-term benefits to their team.

necessary decisions to complete her daily tasks for HMS, Olive was truly going to need to think like a human— not a robot. Enter the neural network, Olive’s solution to making decisions with human-like discrepancy and analysis. A few key understandings were essential to build a functional neural net for HMS: a significant amount of historical data, context into the data, and subsequent decisions made by their employees. While HMS provided our team with historical data and insight to meet this need, we were able to map out correlations, context, and

human oversight and error.

Q3 / 2018

OLIVE

PROUD

WORK

WITH

THE

Olive is proud to work with the following organizations

olivequarterly.com

FOLLOWING

ORGA NIZ ATIONS

REGIONAL MEDICAL CENTER

CCMH

CARROLL COUNT Y MEMORIAL HOSPITAL

Q3 / 2018

OLIVE

PROUD

WORK

WITH

THE

FOLLOWING

OMH O

olivequarterly.com

ORGA NIZ ATIONS

TSEGO

M EMORIAL H O S P I TA L

OLIVE

PROUD

WORK

WITH

THE

FOLLOWING

ORGA NIZ ATIONS

Wooster Hospi tal

Communit y

Q3 / 2018

THE

BUILDERS

UNION

B U I L D E R S

U 76

I olivequarterly.com

IMAGINE IF YOU could start your very

7A TO 7P

own healthcare company and could

Uses Olive to schedule staff based

use Olive’s artificial intelligence as

on census, census predictions,

the nucleus of your new business.

and staffing best practices across

Now you can and we at Olive want

the network of users.

to help. We are forming The Builders’

MEDCRED

Union. The Builders’ Union will be a

Uses Olive to make sure all the

group of entrepreneurs who want to disrupt healthcare alongside us and want to start their own company in the process. So, how is this possible? • We will give you and you team free access to Olive Builder, the platform upon which Olive is built. • We will bring your team into Olive

professional staff’s certifications are up to date and alerts staff of CME and credentialing requirements. DIVVY

Use Olive to recover unpaid accounts receivable by setting the patient up with a payment to help pay their expensive deductables.

HQ, giving you the best possible

SECOND OPINION

access to not only our world-class

Uses Olive to review claims before

platform, but the minds behind it. Working inside our office, you’ll build your business in a space entirely focused on creating disruptive change in healthcare. • We will help you create your business model and your go-tomarket strategy. • Selected startups in The Builders Union will be qualified for a cost of living stipend to help you get through the critical early days of your startup journey.

they go out to discover whether or not they are likely to be denied or to be flagged in an audit. ARRIVE

Uses Olive to dispatch rides to patients to increase the chances of them showing up for their appointments and decreasing no-shows. These are just ideas, and while you could certainly use one of them if you wanted, we are way more excited to hear yours. We think the collective power of voracious entrepreneurs is a

• We don’t take any equity in your

force to be reckoned with and we think

company, we just want to make

healthcare needs that force. The more

sure you are using Olive Builder

the merrier.

to change the world.

Come join The Builders’ Union, start

So, what kind of companies could

your own company, work out of our HQ

you create on the shoulders of Olive

for free, become a multi-millionaire,

Builder? Well, really your imagination

but most importantly–make healthcare

is your only limitation. The only thing

better for everyone.

we require is that it is in the massive

If you’re even a slight bit interested

healthcare industry. Here’s a quick brainstorming example of the kind of companies that could be create:

in joining The Builders’ Union, contact us and we’ll walk through how it could work for you. These are exciting times. Don’t let this opportunity to latch on to the rocketship pass you by.

Q3 / 2018

TA KING

THE

ROB OT

T R

OUT

THE

H 0

T T F

G E

0 H

HUM A N

H U

M olivequarterly.com

E A

How many nurses’ or doctors’ hours are spent in front of a computer terminal instead of in front of a patient? “

WHEN YOU EMBARK on an AI journey

she’s just trying to replace some

within your organization, you are going

of what humans do. Humans shouldn’t

to encounter pockets of resistance.

be robots, and robots shouldn’t be

This resistance is mostly generated

humans. Unfortunately, in healthcare,

by some fear, and lack of knowledge

due to intense regulatory requirements

on what to expect. The current

and siloed systems that don’t

zeitgeist around AI is tension and

interoperate, humans have been

trepidation about whether or not it will

doing the work of robots.

take all of the human jobs, so you need to be equipped to answer those types of questions when as you talk to your co-workers. We genuinely believe in scaling humans. We believe we will be able to achieve so much more as a humankind with the assistance of AI. We think that in the healthcare enterprise alone, we could free up a vast amount of resources to make healthcare better, more affordable, and even increase the quality of life of its workforce. The best way to explain what Olive does and how it will impact the humans she works with is to say “we’re trying to take the robot out of the human.” This phrase helps put it into perspective—

How many nurses’ or doctors’ hours are spent in front of a computer terminal instead of in front of a patient? How many administrative professionals can’t get to some of the more impactful, challenging, and more analytical work that they want to do because all of their time is consumed by reports, logging, transcribing, transmitting, submitting, and other repetitive robotic tasks? The answer is a ton. Imagine what healthcare would be like if we could take the robot out of the human. Think about how much better off the workforce would be. That’s the world we are dedicated to building.

Olive is not trying to replace humans,

Q3 / 2018

S.H.A.P.E.

ME THODOLOGY

S • H • A • P • E

METH0D0L0GY * Scaling Humans with Advanced Process Engineering MANY OF OUR CUSTOMERS have

The SHAPE Methodology stands

embraced Olive quickly and

for “Scaling Humans with Advanced

holistically. Some, including those with

Process Engineering,” and it is used

Alpha sites, have come up with dozens

by the Olive team and our customers

of business processes or operations

to manage larger, multifaceted

they want Olive to take over within a

implementations of Olive. SHAPE

matter of weeks. To handle the influx

is used to identify, quantify, qualify,

of business processes, we developed

prioritize, and track candidate

the SHAPE Methodology.

processes for automation, or CPAs.

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IMPACT

Organizations, after some training

on Olive’s capabilities, prospect throughout their enterprise for processes or operations that can be made better or more efficient with Olive. Often times, an operations analyst, or equivalent, will meet

1 1

with department heads throughout

SPEED

an organization to explain Olive,

In the above example, the sum is 9.

and ask for ideas of things she could

The x-axis position is calculated

help out doing within their domains.

by adding the last two numbers.

The resulting lists are the candidate

In the above example, the sum is 8.

processes for automation (CPAs).

Using y=9 and x=8, the PRONOT 0001

Once CPAs are identified, step two of the SHAPE methodology is to create a process notation, or PRONOT. The

would be charted like the example below: 12

PRONOT is the serialized shorthand from that point forward. The PRONOT consists of the following elements:

001 IMPACT

to which the CPA will be referred

ORG NAME / SERIAL NUMBER / SPONSOR / DATE RECORDED /

1 1

SPEED

HUMAN HOURS REQUIRED ON A SCALE OF 1-4 / ERROR VULNERABILITY ON A SCALE OF 1-4 / POTENTIAL TO INCREASE REVENUE OR PROFIT

PRONOT 001 clearly falls into quadrant

ON A SCALE OF 1-4 /

“A,” or QA. QA PRONOTs are always

ACTIONABILITY ON A SCALE OF 1-4 /

prioritized first, because they are

VOLUME PER DAY ON A SCALE OF 1-4 /

the most actionable and have the

The PRONOT will be formatted like

highest potential impact. Conversely,

this (X’s are variables for letters, #’s

PRONOTs in QD are prioritized last.

are variables for numbers):

The prioritization between QB and

XXXXXXX/####/XXXXXXXXXXMMDDYYYY/#/#/#/#/#

QC is really up to your organization

Here’s an example:

and could vary on a case-by-case basis

OXFORDGEN/0001/LANE/04122018/4/3/2/4/4

depending on whether or not you value

The PRONOTs are then used to chart the CPAs on a graph to determine which one should be prioritized.

speed or impact more. Often times, organizations that are new to Olive choose speed over impact in order to get traction throughout the enterprise,

The chart is constructed with an x and

and then over-prioritize impact once

y axis and quadrant like the following.

significant traction is achieved.

Each PRONOT is graphed using the last five numbers in the PRONOT. The y-axis position will be calculated by adding the first three numbers.

The SHAPE Methodology is simple, yet effective. Once we are able to integrate SHAPE into the overall initiative, it greatly increases the speed and efficiency with which you can use AI to transform your organization.

Q3 / 2018

olivequarterly.com

Q3 / 2018

THE INTERNET OF HEALTHCARE

THE INTERNET OF Healthcare, or IoH

Having Olive in your organization will

as we call it, is a concept that we

be analogous to buying a modem for

created at Olive to describe the world

your PC in 1994. Olive will make up a

that we imagine in healthcare, while

veritable extranet, lovingly wrapped

simultaneously describing the world

around the technology systems that

that doesn’t exist today. The IoH is

already exist. Many organizations in

both an analogy and a literal concept.

the future will buy Olive just to get

In the literal sense, we mean literally

connected to the IoH.

connecting networks—connecting health systems, connecting data, connecting patient information and history. We mean turning healthcare from a series of intranets connected by high-speed fax machines, to a true internet connected by AI as the “router.” Analogously, we think of Olive, our AI solution, as a router. Through a series of Olive deployments at different locations logged in to different enterprise software, we are effectively building our internet.

The big “I” Internet that we all know and use today can sometimes best be described in terms of the impacts it has made in our day-to-day lives. Ordering a car service with the touch of a screen, shopping for just about anything, or finding out pretty much any information with a simple query are all examples of how the Internet has affected most aspects of our lives. However, the experience we encounter when encountering healthcare doesn’t feel like the “Internet” is involved. olivequarterly.com

There is never a sense that they

already provided this information

know who you are, you are constantly

before). Imagine if you had to present

“logging in” by filling out paper forms

three or four different paper cards

and showing paper cards that you

and take a picture of them with

carry around with you like some kind

your phone. Imagine if you had to

of physical cloud. You are asked to

remember your previous purchases,

regurgitate the medical history of you

and then enter in information about

and your family.

your preferences every time. The

Imagine if we had a similar experience when trying to buy something on Amazon. Imagine if we went to buy a new throw pillow and we had to login to the app by providing 20-30 points of information (even though we’ve

Q3 / 2018

throw pillow guys would definitely go out of business. We think that part of the IoH eventuality will include many of these conveniences that more closely align with what people have learned to expect with the Internet.

AI AS A ROUTER

TO UNDERSTAND THE fundamentals

way to authenticate, to verify, to be

of the Internet of Healthcare, it is

very precise about the type of data

important to understand a basic tenet

you are exchanging, to whom you’re

that we believe, “AI as a Router.”

exchanging it with, and for what

Here’s what we mean by that. Right now in healthcare, humans are routers; they sit logged in to multiple

purpose. Most data transport layers aren’t equipped to manage that level of complexity.

systems, pulling data out, putting

We think AI is capable of managing

data in, interpreting information,

that complexity. We are building data

and then transmitting information

exchange and transport firmware into

digitally and though fax machines.

every Olive instance that is deployed.

Humans are routers because many

We are not just carving costs out of and

systems don’t talk to each other,

bringing humanity back to healthcare

and we’re not sure that they ever

by taking over the robotic tasks that

really will—not just because of the

humans do today—we are also building

technology, but because of policy

a network. In the future, every Olive

and privacy concerns. To make data

logged in to every system across many

really flow, there has to be some

healthcare organizations will be able

mechanism of universal trust. Some

to talk to each other to send data,

olivequarterly.com

Humans are routers; they sit logged in to multiple systems, pulling data out, putting data in, interpreting information, and then transmitting information digitally and though fax machines.â&#x20AC;?

process paperwork, authenticate and verify identities, and to make sure the data is there when the right people need access to it. It will start in the form of Olive sending a document, like a referral, to another Olive instead of faxing a form. It will then grow to manage the exchange of most of the information from system to system. As the network matures and the Internet of Healthcare is widespread, each Olive will be able to query every Olive to pull together all of the relevant data, with permission, and assemble it on-demand for the physician or the provider. While her router capabilities arenâ&#x20AC;&#x2122;t turned on today, and wonâ&#x20AC;&#x2122;t turn on until we have buy-in from our customers, we are very much building the Internet of Healthcare one Olive, one AI router, at a time.

Q3 / 2018

OLIVE

olivequarterly.com

THE

NUMBERS

3,020

We spend a lot of time crunching numbers here at Olive HQ. Here are a few that keep us going.

light bulbs illuminate our upstairs office

28,632 ping pong balls decorate our boardroom doors

kegs of Crimson Cup cold brew coffee keep us energized each month

EMPLOYEES

796

miles to our company condo in Amelia Island, Florida

ENGINEERS

Our in-house barber gives

We have

68 inspirational books in our library

core values guide us daily

haircuts a year

Our office is 30,000 square feet Q3 / 2018

BENEFITS

A ND

olivequarterly.com

PERKS

While our on-site gym, cold brew, and lunches are perks we enjoy every day, one of our most unique benefits makes good use of our unlimited PTO policy and is enjoyed on special occasions. That’s right, we’re talking about the Olive condo. About 40 miles northeast of Jacksonville, Amelia Island provides a quaint beach town perfect for vacationing. With breathtaking beaches, delicious dining options, and spectacular shopping, it’s truly the perfect place to relax with friends and family. Each of our employees can reserve a long weekend or full week to enjoy our beautiful condo free-of-charge, and explore all that Amelia Island has to offer. Our employees give their all to ensure Olive’s success— we’re glad we can provide them a great place to relax.

ADDITIONAL PERKS AND BENEFITS

HEALTH INSURANCE

401K PLAN

PARKING STIPEND

MATERNITY AND PATERNITY LEAVE

LUNCHES PROVIDED

CONDO IN FLORIDA

UNLIMITED PTO POLICY

HAND-BUILT ARCADE

BARBERSHOP

ON-SITE GYM

BEER ON TAP

OLIVE CASH

Q3 / 2018

WORK

olivequarterly.com

OLIVE

Software Engineer Engineering | Columbus, OH, United States Olive is looking to add a Software Engineer to help us build our AI/ML Healthcare Assistant that helps hospitals and other organizations work more efficiently. Olive is already automating tasks like eligibility, prior authorizations, and appointment reminders with big ideas for the rest of healthcare. Engineers will help build out the Olive capabilities and platform, as well as look into

We've been voted one of Columbus' best Places to work 3 years in a row.”

potential new uses for the product. We've been voted one of Columbus' best Places to work 3 years in a row and offer an innovative workspace, product-centric business practices, and all the amenities of you'd want in a tech company. Come be part of a team thats trying to fundamentally change how healthcare works. RESPONSIBILITIES

QUALIFICATIONS

• Own your technical stories and

• 3–7 years of programming

assignments- from writing code, clarifying requirements, meeting project timelines, and delivering high-quality, workable features. • Actively participate in design and architecture for assigned projects including design reviews and code reviews. • Foster proactive and cooperative relationships within the project team. • Exercise independent judgment in selecting methods and techniques for obtaining solutions. • Code and test Node.js and React.js applications in accordance to design specifications and standards.

experience. • Hand-on experience with various SQL and Non-SQL databases. • Hands-on programming experience with Web UI development (React.js, Redux, HTML, CSS, JavaScript, AJAX, AngularJS, D3). • Unit testing and logging. • Strong communication skills. • Hands on experience with Machine Learning or Artificial Intelligance is a plus. • Experience or knowledge of Computer Vision or Optical Character Recognition is a plus.

• Analyze applications and make necessary changes to optimize

TO APPLY, VISIT:

performance. • Follow up with bugs in an efficient

oliveai.co m/careers

manner, including working hand in hand with Test, PM and/or Analysis. • Work with a variety of technical and non-technical people. • Embrace changing requirements. • Mentor and lead more junior programmers.

Q3 / 2018

OUR

CORE

VALUES

Our Core Values

MEET OUR MOST recent Core Value

Champion, Jillian Jackson! As Sean’s Executive Assistant, Jillian is constantly

Fight Above Your Weight Class

Create Something Daily

Put the Skunk on the Table

showing us all how our core value “Pick Up the Freakin’ Phone” is done. Jillian is always ensuring that the right perspectives are brought to each conversation and decision, and is always thinking about how we can optimize communication around the office. When she needs an answer, she doesn’t passively wait for it—she works quickly and efficiently to get things done. Jillian has been with our team for a year this September, and came to us with past healthcare experience and Master’s degree

Take Initiative

from the University of Bradford in the UK. Her vibrant personality and passion for our collective success makes her a true inspiration to our team!

olivequarterly.com

Some Are Smarter Than Some of Us, But None Are Smarter Than All of Us

Don’t Put Off Until Tomorrow What You Can Accomplish Today

Pick Up the Freakin’ Phone

Sometimes You’re the Deckhand, Sometimes You’re the Captain

Excuses Are For Losers

We Only Pick the Best, So Prove Us Right

Spend Smartly

Q3 / 2018

Down

Across

1. Our tool for building

2. Our home city

workflow automations 3. Our platform product

offering is offered in the

offering is called Olive

following pricing model

_____

4. Our in-house-built automations are offered in the following pricing model _____ 7. Olive automates various _____ within healthcare front-end processes 9. W here you can see and evaluate Oliveâ&#x20AC;&#x2122;s impact 11. You are reading _____ Quarterly 13. The tool that initiates workflows within Mimic

Word Search

ARTIFICIAL

BUILDER

INSIGHTS

INTELLIGENCE

ORCHESTRATION

OUTEGRATION

SHAPE

WORKS

4. Our platform product

AI-A-A-S APTITUDES

COGITATIONS COMMUNITY

MIMIC OLIVE OMEGA

PUPIL PURPLE

olivequarterly.com

5. RPA stands for Robotic Process _____ 6. O ur headquarters is located at 99 E. _____ Street 8. The abbreviation for Artificial Intelligence 10. Our AI product offering is called Olive _____ 12. Where workflows are scheduled and monitored

M I M I C O

U M B

M A

T O M A

O N

M A

M M

M O R

W O R

M T

N C H

L A

O N

99 E. Main Street Columbus, OH 43215

olivequarterly.com

N O I T A R G E T U O

Olive Quarterly — Q3 / 2018