Leveraging Technology to Empower Patients

and Reduce Healthcare Costs

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Perficient is a leading technology and

management consulting firm serving Global

2000 and enterprise clients throughout

North America.

We deliver digital experience, business optimization

and industry solutions that enable clients to improve

productivity and competitiveness; strengthen

relationships with customers, suppliers, and partners;

and reduce costs.

ABOUT PERFICIENT

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PERFICIENT PROFILEFounded in 1997

Public, NASDAQ: PRFT

2014 revenue $456.7 million

Major market locations:Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus,

Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee,

Minneapolis, New York City, Northern California, Oxford (UK), Southern California,

St. Louis, Toronto

Global delivery centers in China and India

>2,600 colleagues

Dedicated solution practices

~90% repeat business rate

Alliance partnerships with major technology vendors

Multiple vendor/industry technology and growth awards

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HEALTH PLANS PROVIDERS

S O L U T I O N S & S E R V I C E S

CONSUMERS

S E L E C T C L I E N T S

Glo

bal

Del

iver

y C

ente

rs/O

ffsh

ore

Del

iver

y

Do

mes

tic

Del

iver

y C

ente

r

Connected Health

Strategic Consulting

Operational PerformanceInformationManagement

Regulatory Compliance

F A S T F A C T S

HEALTHCARE PRACTICE

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SPEAKER INTRODUCTIONS

Melody Smith Jones, MBA, Manager, Connected Health, Perficient

Jan Guzik, NP, Product & Clinical Service Development, KP OnCall

Sheri Hastings, Software Architect, Perficient

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50%

of CONSUMER INTERACTIONS

...while those that deliver

poor experiences

underperform by more than

45%

Companies that prioritize

consumer experience

generate 60% higher profits

than their competitorsPercent of consumers that get

frustrated when presented

with an inconsistent

experience across channels

65%

MORE THAN

Increase in

Consumer

Retention

Increase in

Company

Value

10%= 30%

Firms that deliver

superior customer

experiences have

outperformed the

S&P 500 index by

30% over a six-

year period...

What the retail industry has learned…

multi-channel journey occur during a multi-event,

+60%

- 45%

+30% 86%Consumers that are

willing to pay more to get a better experience

32%Online adults who

trust ads in

any channel

THE WORLD OF CONSUMER EXPERIENCE

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350,000

7,000,000

2013 2018

“Nothing would result in improving the health of the population (and decrease healthcare costs)

more than having greater involvement/engagement by individuals in the healthcare process.”

e-patient petition to the ONC

52% believe mobile health

would make healthcare more convenient

Patients more likely to follow treatment protocol if they received encouragement from doctors between visits

consumers willing to pay more for customized

health plans

50%

42%

TelehealthUse

Worldwide

hospital readmissions that are preventable

75%

60% adults that track their

weight, diet, or exercise routines

CONSUMER EXPECTATIONS IN HEALTHCARE

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Rising Consumer

Expectations

Amazon, Zappos,

Facebook, Apple, et al are

redefining service, speed

and ease-of-use

Continual

Connectivity

Adoption of digital

channels is driving

demand for choice and

connectedness

Organizational

Velocity Wins

Tech lowers barriers to

entry and increases

speed; slow response

invites disruption

Abundance of

Consumer Data

Requires competency in

turning complex data

into business insight

CONSUMERS CHANGING THE HEALTHCARE LANDSCAPE

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• Using the retail setting as a medium for

providing care

• Engaging consumers outside of the care

setting with technology

• Using data insights to motivate and

incentivize consumer behavior

What is often neglected:

• The retail core competency of using data

insights to motivate and incentivize

consumer behavior

RETAIL TACTICS IN HEALTHCARE

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Develop

Products &

Services

Firm Value = Present Value of Cash Flows Generated from Customers

Customer

Centric

Strategy &

Performance

Company

FocusedCustomer

Focused

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PATIENT/MEMBER 360 STRATEGY EQUALSHigher revenues by leveraging

“Grow With Me” opportunities

• Transform passive recipients of care into active participants in care

• Use data insights to motivate and incentivize changes

in consumer behavior

• Better insight into patient/member “conversion” and reasons for

attrition

• Deeper understanding of patient and population needs for tailored

campaigns

• Visibility into patient/member behavior including digital and mobile

adoption

• Superior patient/member satisfaction and higher loyalty

• Consistent customer experience across channels

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ORACLE CX CLOUD SERVICES FOR

PATIENT ENGAGEMENT EXCELLENCEOracle’s integrated, modular approach to comprehensive patient/citizen engagement management:

Implement a single contact center solution to facilitate & enhance patient/health system interactions

Integrate social media technologies to optimize communications and increase customer access & satisfaction

Integrate leading edge marketing and outreach services to increase effectiveness of “campaign” & information delivery

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Oracle ServiceIndustry leading, integrated, web-portal and contact center cloud solution

Oracle SocialSocial listening, social engagement, social publishing, social content, and social analytics

Oracle MarketingDeliver cost-efficient, personalized and contextualized communications to patients/citizens

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SOLUTION OVERVIEW:

INTEGRATED ANALYTICS DRIVE SUCCESS

Campaign Effectiveness Content Use Patterns Service Effectiveness

• By Patient/Population Segment

• By Program

• By Channel

• Demographics

• Etc.

• Viewing patterns

• By Search Term

• By Channel

• Conversion rates

• Etc.

• Standard KPI Dashboards

• First call resolutions

• Agent analysis

• Enterprise / Dept. drill-down

• Etc.

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PROBLEM – WHAT WE WANT TO SOLVE

Cost of Care + Availability of Care

• Health Care is expensive

• Average Nurse Salary/yr (CA): $91K(BLS, 2011)

• Average Physician Salary/yr (CA): $183(BLS, 2011)

• Health Care is hard to find

• patients and resources

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Minimize in person care unless essential

or desired by patient

Offer remote care (telephone appointments,

video)

Remote care still requires the most

expensive resource (Nurses, Doctors,

and other professionals)

SOLUTION

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WEB SELF SERVICE & NURSE CHAT

The Web Self Service & Nurse Chat

project empowers members with a choice

of self assessment versus waiting to

speak to a nurse on the phone or go in for

an appointment.

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UTI WEB SELF-SERVICE USE CASE

Cindy thought she had another Urinary Tract Infection (UTI). She remembered that when she suffered the same symptoms a year ago, she called the nurse triage service. She was treated over the phone, but it was

embarrassing to talk about her symptoms at work and she had to wait a while for the nurse. Today when she called, she was asked to if instead of talking to a nurse, she would rather go to a secure web site and fill out a

questionnaire. Cindy liked that option, so she decided to try it. Once on the website, she answered a few questions and received instructions that a

nurse practitioner would notify her via email about the status of her request. In just a few minutes, she received an email telling her that she had a

prescription ready to be picked up. The nurse practitioner also included some instructions on how she could avoid a future infection.

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MEMBER SURVEY

LOVE It!

“This was definitely awesome. I would use it in a

heartbeat. Loved the live chat option even if I didn't use

it, it was nice to know that it was there to answer any

questions. Kaiser goes above and beyond when it

comes to reaching its patients in a variety of ways.

A++++ to you Kaiser!!!!”

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MEMBER SURVEY - SPECIFICS

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$$ BENEFITS

Is there ROI? – Yes, it will free up nurses to work with other members

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QUESTIONS?

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FOLLOW US ONLINE

• Twitter.com/Perficient_ORCL

• Blogs.perficient.com/oracle

• Linkedin.com/company/perficient