RECASTING THE ACCESS EXPERIENCE

A remarkable experience for every patient every time (on any device)

Pale Rhino is an execution-oriented business consulting and technology solutions company focused on enabling healthcare providers and payers to disrupt patient and customer experience and access.

Facts• Founded in 1996• Headquartered in the Philadelphia area.• National presence and international reach serving clients on five

continents and representing firms with a combined customer base of more than 225 million

• Diverse workforce comprised of industry, global consulting, Big Four,professionals

Contact• paul@palerhinoconsulting.com• 484-885-6942

Who Is Pale Rhino Consulting?

A remarkable experience for every patient every time (on any device)

How To Create Patients For Life

A remarkable experience for every patient every time (on any device)

Patient Expectation

Management

Patient Experience

Management

Patient Equity Management

Access Experience Channels

A remarkable experience for every patient every time (on any device)

In Person Over the Phone

Online Over the Phone

TOMORROW(Interactive)

TODAY(Transactional)

What Is The Access Continuum

A remarkable experience for every patient every time (on any device)

Concerned Post-Hospital

GeneralPublic/ Shoppers

Staff

Patients

Clinicians

Pre-Hospital At Hospital

Families

All Stakeholders Need Access

A remarkable experience for every patient every time (on any device)

Patient Personas

Prospective Patients

(Customers)

Physicians

Inpatients

Outpatients

Discharged Patients

Former Patients

Patient Access Today…

A remarkable experience for every patient every time (on any device)

Call Center

Patient Access Tomorrow…

A remarkable experience for every patient every time (on any device)

Call Center

Customer Portal

MobileStrategy

Social Media

How Do People Rate Access?

A remarkable experience for every patient every time (on any device)

Ease of Access Process Efficiency

Process Consistency

Clinical Outcomes

Continuity of CareCustomer Service

Mobility

Process Transparency

Why Do People Call?

A remarkable experience for every patient every time (on any device)

Referrals, Central Authorization, Registration, Scheduling, Refills, Triage, Billing, Payments, Admissions, Discharge, Disputes, Claims, Insurance, ED, Labs, Primary Care Provider, Clinics, Medical Records, Imaging, Therapy, Pre-surgery, Find a Doctor, Payment Plans, Pharmacy

(Only about 20% of the calls are about scheduling)

How Do Callers Rate Your Call Center?

A remarkable experience for every patient every time (on any device)

SLOW

SLOW

SLOW

SLOW

No concerns Some concerns Requires AttentionSLOW

What Are The ROIs Of Patient Access?

A remarkable experience for every patient every time (on any device)

Improve retention & referrals

Reduce Admissions & Readmissions

Reduce Back Office Support Costs

Revenue Assurance

Our 3 Components Of Innovating Access

A remarkable experience for every patient every time (on any device)

Create Enterprise-Wide

Access/Experience

Strategy

Implement Interactive

Digital Access

Implement Effective

Voice Access

The innovation of patient access and patient experience encompasses three

components

• Create vision for access and

experience

• Inventory the existing strategy

and touchpoints

• Perform GAP analysis

• Define patient personas

• Build roadmap for change

• Assess processes to be included

• Develop change management

program

• Design and build Customer Portal

• Design and implement mobile

strategy

• Design and implement Social

Media strategy

• CRM requirements, selection and

implementation

• Determine Call Center strategy

Our Approach To Innovating Access

A remarkable experience for every patient every time (on any device)

Focus Area Offerings

Enterprise-Wide Access/Experience Strategy

o Enterprise-wide Touch Point Inventoryo Patient Personas & Journey Mappingo Touch Point Scorecard o Experience GAP Analysiso Enterprise-wide Strategyo Solution Road Map

Interactive Digital Access

o Design & Build Customer Portalo Design & Implement Mobile Strategyo Design & Implement Social Media Experience Programs

Voice Access o Design Access & Experience Strategy for Call Centero Define Requirements & Create RFP for CRMo Select & Implement CRM

Process Elimination/Automation

o Eliminate duplicate, manual and paper processeso Create automated 2-way processeso Design Change Management Initiatives

A Sample Access Engagement

A remarkable experience for every patient every time (on any device)

RECOMMENDATIONS

• Create a call center

experience strategy that

enabled maximum access

• Increase caller & employee

satisfaction.

• Ensure the strategy enabled

health system to achieve KPIs

• Recommend which calls types

should also be accessed by a

customer and patient portal

• Recommend which other

access types (chat, email,

online, fax)

• 75% transferred, 40% repeat,

1st call resolution 30%, 15%

abandoned

• 99% of requests for nurse

went to voice mail

• Resulted in 10k additional ED

visits

• only 20% of calls were for

scheduling

• Scheduling center was not

capable of being a call center

• Did not have the tools,

resources, skills sets to meet

most of the callers’ needs

Enable call center

functionality to handle all call

types

Defined estimated staffing

levels by skill set to handle all

call types

Add triage skills to call center

Enable refill fulfillment

Enable call center access via

chat, email, fax

Expand hours/days

Include PX survey through the

IVR

Sample Engagement: Create Access/Experience Call Center Strategy• Pale Rhino worked with a large teaching hospital to assess the call center, and create an access/experience strategy

that ties to an enterprise-wide strategy.

APPROACHOBJECTIVE

15

A remarkable experience for every patient every time (on any device)

RECOMMENDATIONS

• Justify halting the

implementation of a

scheduling application and

universal single number

calling until all of the access

functional requirements were

defined

• Define high-level technical

requirements

• Call reason codes by call

percentage

• 80% of calls had no tools to

support the employees

• High-level functional,

technical, and mobile access

for callers and online access

requirements that resulted in

uniform brand access from

the patient’s perspective

Select and implement CRM,

ACD, and IVR applications

Standardize clinics’

scheduling, policies and

procedures

Add the authorization

function to the call center

Allow call agents interactive

access to PCP

Track open-items

Add online chat functionality

to the website and staff chat

from the call center

Sample Engagement: Create Access/Experience Call Center Strategy• Pale Rhino worked with a large teaching hospital to assess the call center, and create an access/experience strategy

that ties to an enterprise-wide strategy.

APPROACHOBJECTIVE

16

A Sample Access Engagement

RECOMMENDATIONS

• Create an enterprise-wide call center access experience strategy that compliments a web access strategy

• Create a high-level mobile access strategy

• Mapped major functional

access needs for the call

center and customer portal

• Created mockup of customer

portal functions

Develop equal access

functionality and satisfaction

requirements for patients and

customers online and by

phone

Provide mobile access that

with functionality equal to or

above that of the call center

Provide off-hours, 24 x 7

access via customer portal

Sample Engagement: Create Access/Experience Call Center Strategy• Pale Rhino worked with a large teaching hospital to assess the call center, and create an access/experience strategy

that ties to an enterprise-wide strategy.

APPROACHOBJECTIVE

17

A Sample Access Engagement