creating the ideal access experience · • patient education • surgery and inpatient stays •...
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Healthcare Contact CentersCreating the Ideal Access Experience
BeliefsGrowing Advocacy
We believe that culture and your brand promise are
linked through the experience delivered.
Leaders translate customer expectations to the
organization, assign priorities and reinforce expected
behaviors.
We intentionally examine the differences between
functional needs (what is done) with emotional needs
(how patients and physicians feel about the
interactions).
Alignment with expectations creates an exceptional
experience and a sustainable competitive advantage.
We call this Customer Enchantment
Common ChallengesAccess Experience
1234
Aligning disparate efforts in various
locations and via various channels
Need for on-going monitoring systems to ensure
problem identification, service recovery, and
management
Providing a consistent, streamlined
access experience
Equipping team with insight & tools to help
address key performance indicators
Experience Map“Access” is More than a Call Center
TOUCHPOINT TYPES
• Research of symptoms and/or diagnosis
• WOM recommendations and guidance
• Evaluation and selection of healthcare providers
• Knowledge and perceptions regarding the facility
• Choosing center(s) to contact for information
• Contact to initiate appointment
• Financial and medical paperwork/records
• Scheduling logistics
• First visit preparation
• Getting to the facility
• Checking-in and registration
• Additional diagnostic testing
• Discussion of treatment options and plan
• Patient education
• Surgery and inpatient stays
• Therapy and outpatient visits
• Interaction with physicians, therapists and other clinical staff
• Coordination and communication with community physician(s)
• Completion of treatment, discharge from therapy
• Call-backs for assistance
• Communication with referrer regarding progress
• Follow-up visits
• Preventative care and wellness
• Billing
NEED SCHEDULING ARRIVAL TREATMENT FOLLOW-UP
Access
related items
ApproachOur Views on Success Factors
Is our process streamlined to meet customer expectations?• Identify the goal of each caller and the key priorities to achieve those goals• Consistent messaging regarding process stages and timing• Clear roles and responsibilities across all internal stakeholders• Minimal points of contact
Does technology support the process efficiently?
• Ensuring callers feel the process has started with the first contact
• Connectivity across information systems
• Limited repetition of information between stages
• Identifying service recovery issues in real-time
• On-going measurement across touchpoints
Are staff aligned, skilled and exhibiting expected
behaviors? • Empathy with functional
and emotional needs• Staff empowerment to
make patient-centered decisions
• Rewards, recognition and sharing of best practices exhibited
• On-going monitoring and coaching
Process
TechnologyPeople
ProcessAccess Strategy Deployment
Understand key needs
from external/internal
perspective
Prioritize and implement
process improvements
Customize technology to
support the process
Align staff skills and behaviors to create an exceptional experience
Improve satisfaction and loyalty with real-time monitoring
AssessmentPerformance Against Benchmarks
In-depth Exploration
• We explore these 9 dimensions with access centers
• Through on-site observation we assess the current process, technology and people
• Our team has assembled best practices regarding such to organize your current performance vs. ideal
• We provide a customized roadmap to help you reach your maximum potential with current resources, minor adjustments and major investments
BenchmarksPerforming at the Highest Levels
• Mobile appointment status updates
• Suggestions for activities, restaurants ,rest areas, quiet areas.
• Self Service/Real Time
Scheduling
• Customized
communication
• Intelligent queuing
• Intelligent complex
appointment coordination
• Demonstrated concern for
needs/problems
• Central database to
track staff availability &
patient needs
• Single contact
resolution, real time
recovery
• Vehicles for feedback
collection and action
• Service Standards for
Patient Interaction,
Service Excellence
• First visit greeting
• Clear way-finding
• Quiet spaces available
• Efficient registration
• Accurate insurance
verification/financial
clearance
• 24 hour call back standard/
tracking metrics
• Abandon metrics,
complaints , kudos shared
with faculty and front end
• Financial Counselors available for consultation
• Friendly knowledgeable staff
• Dedicated fast-track
appointment
openings
• “Commit to sit”
• “What do you need
today?” process
• Clear, accessible
care plans/protocols
(paper, virtual)
• Sponsored support options
• Dedicated single point of contact
• Holistic therapy options
• Journey coordinators
• Contact information (phone
number, email, patient portal)
for continuing needs
• Friendly knowledgeable staff
• Personal call to referring
physician to coordinate
follow-up care and thank for
referral
• Post-visit patient contact
• Patient friendly
static websites
• Diagnosis Based
Ed Materials
• Friendly
knowledgeable
staff
• Telemedicine and
Telecommunication options
• Automated lab reporting
• Customized communication
• Patient and Family
Centered Care Models
• Templates for patient
tracking from central data
base
• Seamless EHR transfer
• What if personalized
financial impacts
• Collection of Medical
Records
• Staff tracking tools
• Live answer to all calls
(instant queue)
• Single Contact
Resolution/real-time
recovery
• Personalized on-line access
to info
• Retinal identification for
intake to clinic
• Valet voucher,
assigned first visit
escort
• Concierge Program
• Intelligent on-site
queuing
• Intelligent on-site
complex appointment
coordination
• Interactive web
design with chat
access
• Mobile friendly
content
• Clear communication
• Friendly
knowledgeable staff
• Community based
education
• Proactive
outreach (patients/
physicians)
En
chan
tE
ng
age
Bas
ic
Nee
ds
Examples
Action PlanningAccess Experience Management
As part of our process, we will the various dimensions of the experience, from behaviors to processes and communications. We utilize swim lanes to identify specific initiatives based on requirements.
Basic Requirements Performance Requirements Enchantment Requirements
C o m m u n i c a t i o n
Awareness of Services
(internal)Self-Service Tools
Creative, Value-Added,
Patient Education
Accessible, Responsive
PersonnelSingle Point of Contact
Engaging Customers in
Process Improvement
C o o r d i n a t i o n
Improved Scheduling System Integration
Automated Status Updates
(Wait Times, Scheduling
Queue)
Internal Coordination Web-Enabled Scheduling Nurse Navigators
C a r e Consistent Messaging Warm Transfers Concierge Service
Empathy Follow-up throughout Care Logistics Coordination
O v e r a l l
E x p e r i e n c e
Presenting a Clear Brand
PromiseOwnership Culture
Deep Engagement of
Customers
Examples
Strategy Activate
Capture Analyze Share
Insight
Standard reports and dashboards typically included are:• Access Scorecard• Call Center Feedback Tool• Lead Management• Escalation for Follow-up/Service Recovery• Service Line Reports• Executive Report• Transition of Care Dashboard
Patient360 Demo:
http://vimeo.com/114725576
ActivationMonitoring Results
Actionable InsightPatient360 Workflows
Access Management SystemPatient360
Communication
Fax
CommunicationAdmin Reports Clinician Portal
EHR/EMR Telephony Physician360 Web/Portal
Dashboards &
Reports
Enterprise Data Integration
ActionCommunication Insight
User Interface & Database B
A
CD
Integration with enterprise systems to sync contacts and
update patient statusA
Call center access to capture, document and store information
about patient and physician inquiries and referrals
Provide access for users (clinicians / call centers) to status,
update contact information
B
Deploy trigger-based time communications (e.g., acceptance,
scheduling, denial, consultation, marketing materials
Access to dashboards and reports for sharing insights with key
internal stakeholders (e.g., utilization, volume, satisfaction,
outreach activities)
E
E
D
C
Scope of ServicesCreating Leaders
Experience Management Healthcare Marketing Strategy Healthcare Business Strategy
Since the early 90s, we’ve been using this approach to organize insight development, strategy design, and experience monitoring.
Endeavor has the experience to guide your strategic marketing efforts with well-executed marketing research and proven methods to design winning strategies.
Our team of former healthcare executives have executed strategic planning, transformation, and programs.
• Patient Experience Management• Physician Experience Management• Donor Experience Management
• Healthcare Growth Playbook• Health Brand Strategy• Digital Insights and Dashboards
• Strategic Planning• Financial Analysis• Revenue Cycle Improvement• Operational Excellence• Organizational Transformation• Quality and Patient Safety• Executive Transition• Destination Medicine
Industry Expertise Research-Driven Insights Practical Strategies
Best practices designed with national leaders in healthcare
Understanding of AMCs and access strategy especially
complex case management
J. D. Power-certified Call Center Senior Assessors
Benchmarks created based on work with healthcare system call
centers
Experience mapping used for insights and strategy
development
Best practices research regarding the patient and physician
experience
Our process ensures the operationalization of the models
We provide a team of former executives who have
implemented call center re-designs
We can provide client training to facilitate customization,
encourage ownership and reduce external costs
Our ValueAdapting Best Practices
The Endeavor
Difference
Our collaborative, information-based approach instills confidence in results and brings into focus the true meaning of offering an exceptional customer experience.
We have been specializing in creating healthcare market leaders for decades. Our approach applies industry best practices and proven frameworks to real-world situations.
Our team members have depth and breadth of experience and knowledge; many have executive-level experience at leading healthcare organizations.
A Track Record of Success:• Barnes Jewish Hospital• Cleveland Clinic• Cincinnati Children’s Hospital Medical
Center• Dayton Children’s Hospital • Duke Medicine • Froedtert & The Medical College of
Wisconsin• Mayo Clinic• MD Anderson Cancer Center• Memorial Sloan Kettering• RJW Children’s Specialized Hospital• St. Jude Children’s Research Hospital• Texas Children’s Hospital• University of Chicago Medicine• University of Colorado Health• Vanderbilt University Medical Center
• Ranked one of the top 50 Healthcare Management Consulting firms by Modern Healthcare
About Us
We work with nationally-recognized Institutions:• 4 “Honor Roll” institutions• 8 out of the top 20 cancer programs• 3 out of the top 4 pediatric hospitals• 3 out of the top 10 cardiovascular programs
National Benchmarking Studies:• Patient experience management• Marketing practices• Physician relations programs• International programs
Ranked as one of top 50 Healthcare Consulting firms by Modern Healthcare
We Appreciate the OpportunityThank You
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