What We’re Reading: November Edition

Posted by Carolyn Edwards on Friday, November 30, 2018

The month of November came rushing in with midterm elections and ended with one of the wildest acquisitions in modern healthcare. It was also the month for giving thanks, although we learned that not everyone is thankful for healthcare technology. In fact, most doctors hate it.

Here are the top stories from November that we feel are worth a read:    

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Key Takeaways from the AMGA IQL Conference

Posted by Carolyn Edwards on Tuesday, November 27, 2018

We recently attended the AMGA Institute of Quality Leadership (IQL) conference, which left usthinking about patient empowerment, collaboration, technology, and automation as it relates to our industry. This conference provided a clear snapshot of how data and technology influence the way consumers access and interact with the healthcare system, as well as the benefits and challenges that come with it. 

Here are our top takeaways from the event, gathered from the breakout sessions and our conversations with leaders from across the healthcare system.

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The Digital Front Door: Key Takeaways from HCIC 2018

Posted by Brad Veach on Thursday, November 15, 2018

The 22nd Annual Greystone.net Healthcare Internet Conference (HCIC) took place last week in Scottsdale, Arizona, and we had the pleasure to not only attend, but participate as a speaker alongside our partners from The Iowa Clinic. From conversations with hospital and health system leadership to the question and answer session at our own speaking engagement, we left the event with a very clear lens of how technology is rapidly transforming our industry. Here are our top five key takeaways: 

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What does digital care coordination mean for health plans? (video)

Posted by Carolyn Edwards on Thursday, November 8, 2018

Health plans today face a variety of obstacles and challenges, including the ability to connect with providers, close gaps in care, offer self-service options to members, and promote behavior change.

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Key Takeaways from the 2018 Healthcare Call Center Conference

Posted by Carolyn Edwards on Wednesday, July 25, 2018

We recently attended Healthcare Call Center’s Annual Conference in Pittsburgh, and had the opportunity to discuss with business leaders and industry heads some of the biggest challenges and opportunities in the healthcare call center world. This year’s event hosted the largest number of physician practice call centers in attendance since the conference’s inception 30 years ago, and it’s no wonder. With call centers playing a critical role in the healthcare ecosystem, more executives are realizing that these centers are on the front line and critical to the patient experience.

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The Benefits of Automated Outreach

Posted by Brad Veach on Tuesday, May 29, 2018

Ensuring patient populations are getting the care they need is a challenging task that many healthcare providers are struggling with today. We’ve discussed before some of the ways that consumer scheduling and referral coordination solutions are helping providers improve patient access. We also recently wrote about how we are specifically helping call centers. Now we would like to discuss how automated outreach combined with the ability to schedule appointments in real-time can help close gaps in care.

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Guiding Patients to the Right Care

Posted by Brad Veach on Wednesday, April 25, 2018

As consumerism and value based initiatives continue to change the landscape of healthcare, access to care has become a key part of the new paradigm. However, opening access without a specific strategy or without the proper protections in place often creates more challenges than it solves.

What patients really need is access to the right care.

This means the goals of the provider organization must be aligned with their resources in an intentional way. Whether it’s a patient self-scheduling, a care coordinator scheduling a referral, or a call center agent helping a patient find a provider, care delivery must be mapped to the patient’s needs. In our experience, we’ve learned this doesn’t happen by chance. Instead it takes a concerted, strategic effort, complemented with smart technology, to bring the pieces together to provide a navigable care network.

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7 Ways to Accelerate Your Healthcare Call Center

Posted by Brad Veach on Tuesday, February 13, 2018

Healthcare call centers play an important role in the healthcare ecosystem. Some are performing outreach to close gaps in care, others are receiving inbound calls from patients trying to book appointments, and so on. Whether the focus is inbound or outbound, one issue remains, identifying the right provider and booking the appointment is difficult.

Typically, massive spreadsheets and/or three-ring binders full of provider information and scheduling rules must be combed through by agents to find the right provider. Once the provider is located a three-way call must be initiated so the call center agent can find a time that works for both the patient and the provider for an appointment. Many times, these three-way calls are unsuccessful, and even when they are successful, they are always tedious and time-consuming.

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