Healthcare Contact CentersCreating the Ideal Access Experience

BeliefsGrowing Advocacy

We believe that culture and your brand promise are

linked through the experience delivered.

Leaders translate customer expectations to the

organization, assign priorities and reinforce expected

behaviors.

We intentionally examine the differences between

functional needs (what is done) with emotional needs

(how patients and physicians feel about the

interactions).

Alignment with expectations creates an exceptional

experience and a sustainable competitive advantage.

We call this Customer Enchantment

Common ChallengesAccess Experience

1234

Aligning disparate efforts in various

locations and via various channels

Need for on-going monitoring systems to ensure

problem identification, service recovery, and

management

Providing a consistent, streamlined

access experience

Equipping team with insight & tools to help

address key performance indicators

Experience Map“Access” is More than a Call Center

TOUCHPOINT TYPES

• Research of symptoms and/or diagnosis

• WOM recommendations and guidance

• Evaluation and selection of healthcare providers

• Knowledge and perceptions regarding the facility

• Choosing center(s) to contact for information

• Contact to initiate appointment

• Financial and medical paperwork/records

• Scheduling logistics

• First visit preparation

• Getting to the facility

• Checking-in and registration

• Additional diagnostic testing

• Discussion of treatment options and plan

• Patient education

• Surgery and inpatient stays

• Therapy and outpatient visits

• Interaction with physicians, therapists and other clinical staff

• Coordination and communication with community physician(s)

• Completion of treatment, discharge from therapy

• Call-backs for assistance

• Communication with referrer regarding progress

• Follow-up visits

• Preventative care and wellness

• Billing

NEED SCHEDULING ARRIVAL TREATMENT FOLLOW-UP

Access

related items

ApproachOur Views on Success Factors

Is our process streamlined to meet customer expectations?• Identify the goal of each caller and the key priorities to achieve those goals• Consistent messaging regarding process stages and timing• Clear roles and responsibilities across all internal stakeholders• Minimal points of contact

Does technology support the process efficiently?

• Ensuring callers feel the process has started with the first contact

• Connectivity across information systems

• Limited repetition of information between stages

• Identifying service recovery issues in real-time

• On-going measurement across touchpoints

Are staff aligned, skilled and exhibiting expected

behaviors? • Empathy with functional

and emotional needs• Staff empowerment to

make patient-centered decisions

• Rewards, recognition and sharing of best practices exhibited

• On-going monitoring and coaching

Process

TechnologyPeople

ProcessAccess Strategy Deployment

Understand key needs

from external/internal

perspective

Prioritize and implement

process improvements

Customize technology to

support the process

Align staff skills and behaviors to create an exceptional experience

Improve satisfaction and loyalty with real-time monitoring

AssessmentPerformance Against Benchmarks

In-depth Exploration

• We explore these 9 dimensions with access centers

• Through on-site observation we assess the current process, technology and people

• Our team has assembled best practices regarding such to organize your current performance vs. ideal

• We provide a customized roadmap to help you reach your maximum potential with current resources, minor adjustments and major investments

BenchmarksPerforming at the Highest Levels

• Mobile appointment status updates

• Suggestions for activities, restaurants ,rest areas, quiet areas.

• Self Service/Real Time

Scheduling

• Customized

communication

• Intelligent queuing

• Intelligent complex

appointment coordination

• Demonstrated concern for

needs/problems

• Central database to

track staff availability &

patient needs

• Single contact

resolution, real time

recovery

• Vehicles for feedback

collection and action

• Service Standards for

Patient Interaction,

Service Excellence

• First visit greeting

• Clear way-finding

• Quiet spaces available

• Efficient registration

• Accurate insurance

verification/financial

clearance

• 24 hour call back standard/

tracking metrics

• Abandon metrics,

complaints , kudos shared

with faculty and front end

• Financial Counselors available for consultation

• Friendly knowledgeable staff

• Dedicated fast-track

appointment

openings

• “Commit to sit”

• “What do you need

today?” process

• Clear, accessible

care plans/protocols

(paper, virtual)

• Sponsored support options

• Dedicated single point of contact

• Holistic therapy options

• Journey coordinators

• Contact information (phone

number, email, patient portal)

for continuing needs

• Friendly knowledgeable staff

• Personal call to referring

physician to coordinate

follow-up care and thank for

referral

• Post-visit patient contact

• Patient friendly

static websites

• Diagnosis Based

Ed Materials

• Friendly

knowledgeable

staff

• Telemedicine and

Telecommunication options

• Automated lab reporting

• Customized communication

• Patient and Family

Centered Care Models

• Templates for patient

tracking from central data

base

• Seamless EHR transfer

• What if personalized

financial impacts

• Collection of Medical

Records

• Staff tracking tools

• Live answer to all calls

(instant queue)

• Single Contact

Resolution/real-time

recovery

• Personalized on-line access

to info

• Retinal identification for

intake to clinic

• Valet voucher,

assigned first visit

escort

• Concierge Program

• Intelligent on-site

queuing

• Intelligent on-site

complex appointment

coordination

• Interactive web

design with chat

access

• Mobile friendly

content

• Clear communication

• Friendly

knowledgeable staff

• Community based

education

• Proactive

outreach (patients/

physicians)

En

chan

tE

ng

age

Bas

ic

Nee

ds

Examples

Action PlanningAccess Experience Management

As part of our process, we will the various dimensions of the experience, from behaviors to processes and communications. We utilize swim lanes to identify specific initiatives based on requirements.

Basic Requirements Performance Requirements Enchantment Requirements

C o m m u n i c a t i o n

Awareness of Services

(internal)Self-Service Tools

Creative, Value-Added,

Patient Education

Accessible, Responsive

PersonnelSingle Point of Contact

Engaging Customers in

Process Improvement

C o o r d i n a t i o n

Improved Scheduling System Integration

Automated Status Updates

(Wait Times, Scheduling

Queue)

Internal Coordination Web-Enabled Scheduling Nurse Navigators

C a r e Consistent Messaging Warm Transfers Concierge Service

Empathy Follow-up throughout Care Logistics Coordination

O v e r a l l

E x p e r i e n c e

Presenting a Clear Brand

PromiseOwnership Culture

Deep Engagement of

Customers

Examples

Strategy Activate

Capture Analyze Share

Insight

Standard reports and dashboards typically included are:• Access Scorecard• Call Center Feedback Tool• Lead Management• Escalation for Follow-up/Service Recovery• Service Line Reports• Executive Report• Transition of Care Dashboard

Patient360 Demo:

http://vimeo.com/114725576

ActivationMonitoring Results

Actionable InsightPatient360 Workflows

Access Management SystemPatient360

Email

Communication

Fax

CommunicationAdmin Reports Clinician Portal

EHR/EMR Telephony Physician360 Web/Portal

Dashboards &

Reports

Enterprise Data Integration

ActionCommunication Insight

User Interface & Database B

A

CD

Integration with enterprise systems to sync contacts and

update patient statusA

Call center access to capture, document and store information

about patient and physician inquiries and referrals

Provide access for users (clinicians / call centers) to status,

update contact information

B

Deploy trigger-based time communications (e.g., acceptance,

scheduling, denial, consultation, marketing materials

Access to dashboards and reports for sharing insights with key

internal stakeholders (e.g., utilization, volume, satisfaction,

outreach activities)

E

E

D

C

Scope of ServicesCreating Leaders

Experience Management Healthcare Marketing Strategy Healthcare Business Strategy

Since the early 90s, we’ve been using this approach to organize insight development, strategy design, and experience monitoring.

Endeavor has the experience to guide your strategic marketing efforts with well-executed marketing research and proven methods to design winning strategies.

Our team of former healthcare executives have executed strategic planning, transformation, and programs.

• Patient Experience Management• Physician Experience Management• Donor Experience Management

• Healthcare Growth Playbook• Health Brand Strategy• Digital Insights and Dashboards

• Strategic Planning• Financial Analysis• Revenue Cycle Improvement• Operational Excellence• Organizational Transformation• Quality and Patient Safety• Executive Transition• Destination Medicine

Industry Expertise Research-Driven Insights Practical Strategies

Best practices designed with national leaders in healthcare

Understanding of AMCs and access strategy especially

complex case management

J. D. Power-certified Call Center Senior Assessors

Benchmarks created based on work with healthcare system call

centers

Experience mapping used for insights and strategy

development

Best practices research regarding the patient and physician

experience

Our process ensures the operationalization of the models

We provide a team of former executives who have

implemented call center re-designs

We can provide client training to facilitate customization,

encourage ownership and reduce external costs

Our ValueAdapting Best Practices

The Endeavor

Difference

Our collaborative, information-based approach instills confidence in results and brings into focus the true meaning of offering an exceptional customer experience.

We have been specializing in creating healthcare market leaders for decades. Our approach applies industry best practices and proven frameworks to real-world situations.

Our team members have depth and breadth of experience and knowledge; many have executive-level experience at leading healthcare organizations.

A Track Record of Success:• Barnes Jewish Hospital• Cleveland Clinic• Cincinnati Children’s Hospital Medical

Center• Dayton Children’s Hospital • Duke Medicine • Froedtert & The Medical College of

Wisconsin• Mayo Clinic• MD Anderson Cancer Center• Memorial Sloan Kettering• RJW Children’s Specialized Hospital• St. Jude Children’s Research Hospital• Texas Children’s Hospital• University of Chicago Medicine• University of Colorado Health• Vanderbilt University Medical Center

• Ranked one of the top 50 Healthcare Management Consulting firms by Modern Healthcare

About Us

We work with nationally-recognized Institutions:• 4 “Honor Roll” institutions• 8 out of the top 20 cancer programs• 3 out of the top 4 pediatric hospitals• 3 out of the top 10 cardiovascular programs

National Benchmarking Studies:• Patient experience management• Marketing practices• Physician relations programs• International programs

Ranked as one of top 50 Healthcare Consulting firms by Modern Healthcare

We Appreciate the OpportunityThank You