In recent years, shifts in the healthcare industry have forced healthcare organizations of all sizes to revisit a fundamental question:
Are we treating patients or are we serving customers?
The answer has broad implications for how healthcare customer service is provisioned. (more…)
The race is on to supplement senior care, managed care and other healthcare environments with Amazon’s Alexa and similar virtual assistant technologies, including Google Assistant and Apple’s Siri.
On the surface, a virtual assistant like Alexa for seniors seems like a great alternative to the traditional input devices—keyboards and touch screens.
However, while many seniors embrace technology, some seniors are resistant to using new technology. Of those seniors who embrace new technology, not all are able use devices at a high functional level. (more…)
If you work in the healthcare or life sciences industries and will be attending Dreamforce ’18, you’ve hopefully booked all your sessions.
If it’s your first time attending Dreamforce, you can get fluent in the terminology (stations, lodges, campground, etc.) by watching the videos on this page.
Beyond the many sessions, here are some HLS-specific events and locations to be aware of. (more…)
It’s no secret that one of the fastest growing segments of healthcare technology is support for patient engagement.
As more and more people become accustomed to (and comfortable with) using technology to manage their health, the quality and design of technology systems become crucial elements of delivering a great experience.
But technology on its own is not enough to improve patient engagement. It’s up to both patients and care providers to use those tools in a way that makes a meaningful and measurable improvement in patients’ lives.
Before a technology decision can be made, it’s important for a healthcare provider to define the goals it wants to achieve. (more…)
Many healthcare organizations are looking to increase their new patient acquisition rate via digital marketing efforts.
For healthcare digital marketing to be effective, it is important that the patient journey is mirrored by internal processes and the right mix of digital systems.
Rather than write in high level terms about a patient journey, I though I’d focus on a specific example.
Let’s look at someone is experiencing chronic inner knee pain. Here is what a simple journey map might look like. (more…)
The lifeblood of many types of healthcare providers is a physician outreach strategy. A physician referral management system is often used to deliver on this strategy.
Here are just a few of the types of healthcare organizations that rely on physician referrals for revenue.
- Health plans
- Physical therapy centers
- Radiology practices
- Hospice care organizations
According to AngelList, 160 Healthcare IT companies started up in the U.S. in the first half of 2018 alone.
The Healthcare IT category spans a range of company types that includes Mobile Health, Telehealth, Internet of Things, Fitness, and Artificial Intelligence. (more…)
Care management programs allow for coordination among practitioners, UM clinicians, care coordinators and customer service representatives. This coordination results in improved outcomes for members and patients.
Corporate wellness programs are delivered by a team that delivers a spectrum of services to its members.
Historically, many health plans, providers, corporate wellness teams and elderly wellness organizations have relied on a set of fragmented information systems for executing on a care or wellness management model. (more…)
Because of the nature of their businesses, Contract Research Organizations (CROs) need tools that allow for reliable revenue forecasting and recognition. Some CROs need to manage hundreds of forecasts at a time.
These revenue forecasts are important for overall planning and for making staffing decisions. When the future month-to-month workload can be reliably forecasted, appropriate management decisions can be made on both the sales and delivery fronts.
The go-to revenue forecasting tool of choice for many CROs is spreadsheets—either Microsoft Excel or Google Sheets. (more…)
Post acute care continues to be a rapidly growing segment within healthcare. The growth has been driven both by economics and by technological innovation.
On the economics front, insurance companies and Medicare have reduce reimbursements for readmissions that occur shortly (10 – 31 days) after a patient has been discharged.
Beginning in October, 2012, the Hospital Readmissions Reduction Program required the Centers for Medicare and Medicaid Services (CMS) to reduce payments to inpatient prospective payment system (IPPS) hospitals with excess readmissions. (more…)