Field service software adds value to any type of organization that dispatches service providers to customer locations.
Even among small teams, field service management using whiteboards and spreadsheets can quickly become unwieldy.
With field service software, the utilization rate of field service personnel is maximized. A high level of customer service is maintained.
When field service management is a component of an organization-wide CRM system (vs. a standalone application), information entered and maintained in different departments across an organization is easily accessible within the field service component. (more…)
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…)
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 patient engagement 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…)
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…)
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…)