Enabling Healthcare Consumerism: Opportunities and Challenges
How can we change the fact that healthcare consumers are dissatisfied when their first interactions aren’t consumer-centric? Access and contact centers are your front doors. Yet, call experiences are undervalued and underinvested despite being key patient acquisition, engagement, and retention touchpoints. Ask contact centers representatives if they have the information, technology, or support to proactively engage patients. Most will say no. They’re not armed properly to become a strategic, patient engagement engine.
What are you doing to develop proactive, personalized multichannel patient journeys? Does your existing enterprise ecosystem and EMR strategy extend the experience outside the care setting? Join to discover how to address issues affecting the agent and patient experience.
1) Summarize key objectives and requirements of a patient experience initiative, which include the centralization of consumer, household, patient, and physician data
2) Design a new contact center operating model based on consumer-centric principles that improve patient experience and satisfaction
3) Justify the investment in a new contact center model and prepare the organization for an iterative implementation
Start Date: 09/26/2019
Event Type: Archived , College LIVE
Bill Hill, Vice President of Sales, Evariant, Inc.
Marti Van Veen, Vice President of Engagement Center Practice Leader, Evariant, Inc.